Genesys Helps Organizations Manage Increased Customer Service Demands and Establish Remote Workforces During COVID-19 Pandemic
SAN FRANCISCO, April 2, 2020 /PRNewswire/ -- As the world adapts to the COVID-19 pandemic, organizations of all sizes are struggling to manage increased demand while working to keep employees safe. To help navigate these challenges, Genesys®, the global leader in cloud customer experience and contact center solutions, has launched a new Rapid Response offer to give any organization free access to Genesys Cloud so they can provide mission-critical support and enable remote teams fast, with deployment in just 48 hours.
In response to COVID-19, more than 700 organizations from all over the world, including Arise-Europe, City of Helsinki, eFinancial, FMI Call Centre, Gleaners Food Bank, Home Credit, JPIMedia, Ly.com, Lenovo, Ping-An Insurance and Tokyo Individualized Educational Institute, Inc., have requested assistance from Genesys to support remote capabilities, shift their geographic operations or manage unexpected surges in customer inquiries. In fact, the Genesys Rapid Response offer has already allowed more than 500,000 contact center employees to continue serving consumers from the safety of their homes since February. Examples include:
Genesys Rapid Response
The company's Rapid Response offer allows organizations to launch a secure cloud contact center with the fundamental capabilities needed to engage effectively with customers and colleagues from anywhere. This includes support for automation and self-service, voice and email routing, interaction recording and employee collaboration tools. To make the transition easier for employees and supervisors, on-demand training and education is also inluded. In addition, Genesys is assisting organizations in controlling costs by waiving overage premiums resulting from unexpected spikes in customer inquiries.
"At Genesys, we have a responsibility to help however we can during this difficult time," said Tony Bates, chief executive officer of Genesys. "No matter what challenges organizations face, Genesys is committed to partnering with them to protect their employees, serve consumers and help contain the COVID-19 outbreak. Every action we take to stop the spread matters, but we can't do it alone. Across every function and with support from our partners, the Genesys community is coming together to help organizations through this unprecedented situation."
Broader Support for COVID-19 Response
The Genesys ecosystem is instrumental in this effort with many providing services and guidance to facilitate business continuity during the COVID-19 crisis. The company is also exploring solutions with Google Cloud and others, as well as implementation partners, including Avtex, ConvergeOne and NTT, Ltd., which are critical in helping expedite deployments of Genesys Cloud. In addition, several Genesys AppFoundry® partners are also extending their free trial period to align with Genesys Rapid Response.
"Genesys is doing more than giving away technology," said Ken Landoline, principal analyst, Customer Engagement, Omdia. "The company is delivering a holistic solution and providing access to a community that delivers services, support, training, guidance and best practices so organizations are truly equipped to help employees and customers through this difficult time I believe this is right on target and is the best course of action given the complexity of what businesses are up against."
Customer comments on Genesys Rapid Response:
Learn more about Genesys Rapid Response, which is available for any organization, including existing Genesys customers as well as other businesses, government agencies and non-profits. Local restrictions may apply, and organizations must sign up by April 30, 2019.
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