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COMPANIES
&
CAMPAIGNS

Genesys Rapid Response offers relief during

COVID-19 pandemic

As the world adapts to the COVID-19 pandemic, • A Fortune 50 software company shut down its
organizations of all sizes are struggling to manage contact centers in a COVID-19 outbreak area and
increased demand while working to keep employees shifted all calls to other countries. The company
safe. To help navigate these challenges, Genesys, the updated its IVR and rebalanced its routing to
global leader in cloud customer experience and contact accommodate this change while transitioning
center solutions, has launched a new Rapid Response thousands of agents around the world to virtual work
offer to give any organization free access to Genesys within days.
Cloud so they can provide mission-critical support and
enable remote teams fast, with deployment in just 48 • A large state government entity was able to convert
hours. 3,000 agents to remote work in a single day. It also
onboarded 400 new agents in just three days.
The company’s Rapid Response offer allows
organizations to launch a secure cloud contact center The Genesys ecosystem is instrumental in this effort
with the fundamental capabilities needed to engage with many providing services and guidance to facilitate
effectively with customers and colleagues from business continuity during the COVID-19 crisis. The
anywhere. This includes support for automation and company is also exploring solutions with Google Cloud
self-service, voice and email routing, interaction and others, as well as implementation partners,
recording and employee collaboration tools. To make including Avtex, ConvergeOne and NTT, Ltd., which
the transition easier for employees and supervisors, on- are critical in helping expedite deployments of Genesys
demand training and education is also included. In Cloud. In addition, several Genesys AppFoundry®
addition, Genesys is assisting organizations in partners are also extending their free trial period to
controlling costs by waiving overage premiums align with Genesys Rapid Response.
resulting from unexpected spikes in customer inquiries. “Genesys is doing more than giving away technology,”
said Ken Landoline, principal analyst, Customer
So far, the Genesys Rapid Response offer has already Engagement, Omdia. “The company is delivering a
allowed more than 500,000 contact center employees holistic solution and providing access to a community
to continue serving consumers from the safety of their that delivers services, support, training, guidance and
homes since February. Examples include:
best practices so organizations are truly equipped to
• A major financial services company transitioned help employees and customers through this difficult
nearly 10,000 in-office contact center agents to time I believe this is right on target and is the best
remote work within days. The company plans to course of action given the complexity of what
enable another 5,000 to work from home. In businesses are up against.”
addition, the company doubled its record for Learn more about Genesys Rapid Response, which is
customer transactions, jumping to 3 million during available for any organization, including existing
this period. Genesys customers as well as other businesses,
government agencies and non-profits. Local restrictions
may apply, and organizations must sign up by April 30,
2020. ◊

37 April 2020: Social Commerce & Influencer Marketing: social shopping as the future of