Genesys Purecloud Contact Center Tops The List
Among the many solutions I’ve reviewed and evaluated based on my top 5 pillars of any Contact Center solution, Genesys Cloud Contact Center scores high on my list of options available to Contact Center operations. Genesys has a strong focus on being a catalyst to enhance the user experience. What the CRM’s need to realize is to truly meet the criteria for a Contact Center SOLUTION it has to have the top 5 Must-Haves for any Contact Center solution.
While I have a Top 3 list of Contact Center solutions for the future, Genesys Cloud Contact Center is the solution I most-often recommend. When considering each customer’s desire for many things, one of which is always high on the list: CRM Integrations.
Today, the CRM of choice is Salesforce in the Contact Center. Salesforce is without a doubt the 30,000-pound beast in the room and carries with it quite a bit of clout, weight and almost always directly impacts the operations desire for a Contact Center solution that already supports Salesforce as a required integration for their Contact Center solution choice.
Genesys Purecloud & Their Approach to CRM Integrations
While technology affords the ability for any Contact Center operation fortunate enough to have a Development Team dedicated to its processes, many solution providers have not made it easy enough for a Developer to create tools specifically designed to integrate with a CRM.
A key driver for many Contact Center operations is to reduce the number of applications an Agent or Customer Care Specialist must manage at the desktop in providing service to its customers.
For those of you that know me, the Agent Experience is a topic I’ve discussed ad nauseum. A key component of that experience is the tools the user must juggle in helping customers.
“If your agent is spending time managing applications at the desktop while working with customers, they are spending less time actually focused on the customer.”
-Chris Recio every 10 minutes of each day
Ultimately, this represents a distraction and unfortunately, this will ALWAYS impact the customer experience. It’s quite obvious to me, yet I see this played out over and over again in almost every Contact Center I am fortunate enough to visit.