Genesys Support

At Packet Fusion, we have years of expertise implementing and supporting business customers who use Genesys Cloud Contact Center software platform and Genesys Prem solutions. In our experience, we have found that there are likely two key elements to getting the most out of your customer care solution: metrics and training.

The Power of Genesys Contact Center Data

Your Genesys Contact Center gathers critical business data that you can use to improve customer service and increase satisfaction. To do that right, you need to be able to turn that data into actionable insights.

We offer a range of training options on request to help guide you through the availability of Genesys reporting tools and teach you how to interpret metrics, so you can make more informed strategic business and support decisions, including:

  • Customized Curriculum
  • CSR Team Training
  • Workforce Management
  • Webinars

Learn more about how your phone system solution can ighting supplier Candela goes live with Genesys Contact Center one day before pandemic stay-at-home orders.

New: Instagram Messenger Support

New to the Genesys platform, the company recently launched Messenger API support for Instagram. The Messenger API for Instagram is now available to all developers who are making it possible for today’s business brands to improve and enhance their messaging experience with customers. This is enabling them to provide an even higher level of support and customer care. The new Genesys support for the Messenger API for Instagram builds on customer care experience across other digital channels, including Facebook, WhatsApp, webchat, SMS, and email. It further enables customers to provide critical care in real time for web and mobile social media customers.

Genesys Cloud

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

This system helps companies to thrive while providing telesales and customer support. Live chat users report fewer dropped calls and other issues than with other phone systems. It allows agents to work as a team and simplifies the receiving and transferring of contact center calls. Those who manage customer experience and support calls can use the tools to quickly reach resolution. And those who manage a call center team will appreciate acthe customizable reports for their employees’ calls by the day, week, or month.

Supporting Ease of Use with Genesys Cloud

When it comes to ease of use, from administrator experience to supervisor tools and the overall end-user desktop platform, the Genesys Cloud offerings are highly customizable and feature rich. Contact center administrators can also deliver urgent, real-time interface updates for end-users.

Genesys Cloud is well-suited for large contact center environments where web and network integrations are essential to success, and reports and operations must always be available. It is also advantageous when a work environment is highly variable, since it is possible to quickly resize your resources according to your company’s needs.

With Genesys you can change configurations in-house, change your IVR messaging internally, add emergency messaging, and add emergency flags. You can also configure the IVR for routing internally.

With even more capabilities enhanced with the use of Genesys softphone functionality, the Genesys call center system hard to beat.

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Genesys On-Premises

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

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The Genesys Partner Promise

Packet Fusion is a proud Genesys customer support partner. We help our clients to select and support their call center teams with the best tools possible from Genesys.

Genesys Customer Care You Can Count On

The search for your business contact center has led you here. Contact us for access to the tools, technical support and service that Genesys is known for. We know how much every customer counts in a contact center business. Your company’s reputation depends on the reliability of its systems. Get the Genesys solutions platform that you can rely on. Packet Fusion is here to help, with the knowledge and experience to help you hit the contact center ground running or to enhance your existing Genesys system.

Ready to chat and take the next step?

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