Vendor Spotlight: Genesys Cloud

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Your trusted advisor for contact centers.

At Packet Fusion, we have a comprehensive understanding of the contact center solutions available and can match the right one to your needs. But we don’t stop there. As a trusted advisor, we deploy our team of metrics and business intelligence experts to help you optimize your solution and ensure you get the most from your investment.

Here’s an overview of one of the solutions we often recommend, Genesys Cloud. If you would like to discuss your options, please contact us.

Genesys Cloud Contact Center Software
Genesys Cloud (formerly PureCloud) is one, easy to use platform that helps you connect with customers, manage relationships, see trends, and deliver real-time information to agents and employees, so they can be more responsive and effective.

Features of Genesys Cloud

An intuitive interface enables fast account setup and seamless integration with existing systems. No complicated training needed.

A flexible environment that instantly scales to meet peak demands. Meet evolving customer demands with continuous feature and capability updates.

Interactive dashboards give you a consolidated view of customers, call center agents and interactions—across all channels and locations. Reap the benefits of proactive contact center analytics and insights.

Native, intuitive analytics provide powerful insights—from high level summaries down to customized and detailed views. Leverage these tools to develop and make the most of each employee.

Genesys CEO Tony Bates talks about the next chapter in the Genesys story and the shift from PureCloud to Genesys Cloud.

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Genesys Support

At Packet Fusion, we have years of expertise implementing and supporting Genesys Cloud Contact Center Software and Genesys Prem solutions. We’ve found that there are two key elements to getting the most out of your solution: metrics and training.

Your Genesys contact center gathers data that you can use to improve customer service and increase satisfaction, but to do that, you need to be able to turn that data into actionable insights.

We offer a range of training options to guide you through the Genesys reporting tools and teach you how to interpret metrics so you can make more informed strategic decisions: Customized Curriculum, CSR Team Training, Workforce Management and Webinars.

Lighting supplier Candela goes live with Genesys Contact Center one day before pandemic stay-at-home orders.

Genesys Cloud

Genesys Cloud is widely considered by industry experts (including Gartner and Forrester) and by end users to be the #1 customer experience platform in the world.
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Genesys On-Premises

Genesys PureConnect is a flexible, all-in-one omnichannel contact center backed by years of experience and success.
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Genesys Call Center

How the call center has transformed into the Contact Center, and the story of the role Genesys played in transforming an industry.
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Genesys PureCloud

The all-in-one solution that brings together information from chat, video and phone calls. (PureCloud is now Genesys Cloud)
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