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.
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 included. In addition, Genesys is assisting organizations in controlling costs by waiving overage premiums resulting from unexpected spikes in customer inquiries.
So far, 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:
- A major financial services company transitioned nearly 10,000 in-office contact center agents to remote work within days. The company plans to enable another 5,000 to work from home. In addition, the company doubled its record for customer transactions, jumping to 3 million during this period.
- A Fortune 50 software company shut down its contact centers in a COVID-19 outbreak area and shifted all calls to other countries. The company updated its IVR and rebalanced its routing to accommodate this change while transitioning thousands of agents around the world to virtual work within days.
- A large state government entity was able to convert 3,000 agents to remote work in a single day. It also onboarded 400 new agents in just three days.
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.”
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, 2020.