Signed in as:
filler@godaddy.com
Genesys Support
Offerings
- Genesys Cloud administration: user setup, roles, permissions, queues, skills, wrap-up codes, schedules, routing rules, and configuration changes.
- IVR and call flow support: update Architect flows, menu options, prompts, routing logic, holiday schedules, escalation paths, and emergency changes.
- Omnichannel support: support for voice, email, chat, SMS, WhatsApp, and digital channels where configured.
- Workforce engagement support: assist with forecasting, scheduling, quality management, evaluations, coaching workflows, and supervisor dashboards. Genesys includes WEM capabilities for workforce performance and employee engagement.
- Reporting and analytics: build and maintain dashboards for call volume, abandonment, SLA, agent performance, queue health, service levels, and customer experience trends.
- Integration support: connect Genesys with CRM, ticketing, knowledge base, data platforms, and APIs. Genesys Cloud supports open APIs, prebuilt integrations, and AppFoundry marketplace integrations.
- AI and automation support: help configure conversational AI, agent assist, knowledge surfacing, after-call summaries, intent analysis, and self-service use cases. Genesys highlights conversational AI, generative AI, predictive insights, and automation within its AI capabilities.
- L1/L2 operational support: monitor queues, troubleshoot routing issues, support agents/supervisors, manage incidents, coordinate with Genesys/vendor support, and maintain runbooks.
- Release and change management: test platform updates, validate flows, support UAT, maintain documentation, and manage enhancement backlog.
- Cost and adoption optimization: review license usage, inactive users, channel adoption, underused features, and automation opportunities.