Genesys Cloud - Cloud Contact Center Platform
now in Indonesia ...
Customer experience is key differentiation in modern era, and cloud contact center solution can help companies move towards an omni-channel contact center that connects all the customer touch points. Genesys Cloud platform captures and consolidates customer conversations in one place, give a complete customer engagement and communication solution so you can provide a great customer experience.
A Forrester study analyzed real companies using the Genesys Cloud call center platform and showed the measurable impact of using a consolidated, intuitive application:
A Forrester study analyzed real companies using the Genesys Cloud call center platform and showed the measurable impact of using a consolidated, intuitive application:
- Improved productivity by $2.6 million: There was a 25% improvement in productivity for a composite organization with 160 annual agents and 105 seasonal agents when using the Genesys Cloud platform. That improvement netted $2.6 million in cost savings.
- Improved employee retention resulted in a benefit of $255,000: Employee turnover rates dropped from 30% to 15% because of the technology’s ease of use and improved visibility. Better tools create happier agents
Why Genesys Cloud?
- Cloud Agility: Genesys Cloud is a true, native cloud solution that’s built to deliver continuous and rapid innovation. Built on the proven and recognized Data Center in Indonesia, Geneys Cloud is stable, reliable and offers unlimited scalability. And with local survivability capabilities, you’re guaranteed service—even in the event of a disaster.
- All-in-one Solution: By blending unified communications and collaboration with contact centre software, Genesys Cloud uses your entire organization to support and improve the customer experience. The platform bridges organizational silos for effortless collaboration via chat, video and calls throughout your company. Out of the box, the Genesys Cloud solution includes all the technology required to stay focused on your customers, such as advanced ACD routing for interactions all on channels, customer co-browse and screen share, self-service IVR, outbound campaigns, quality monitoring and assurance, workforce management, graphical agent scripting, and real-time and historical reporting.
- Simple Pricing & Flexible Term: Genesys offers full pricing transparency and options, we charge per agent for Genesys Cloud, options are also flexible.
- Easy to Learn: Genesys Cloud is easy to learn, with a straightforward, integrated and intuitive user interface that’s built for collaboration. Everything your agent needs is built-in to automate tasks, get insights into customer journeys and gain operational efficiencies.
Cloud Contact Centre solution for any type of business
A cloud based contact center may not be the best choice for every organization, but many businesses will find the cloud to be a viable, and even superior, choice for their contact center. No matter what type and size of your business, we have a suitable cloud solution for you.
A cloud based contact center may not be the best choice for every organization, but many businesses will find the cloud to be a viable, and even superior, choice for their contact center. No matter what type and size of your business, we have a suitable cloud solution for you.
- Cloud call center for Bank / Insurance (FSI)
- Cloud call center for Enterprise
- Cloud call center for Small Medium Business (SMB)
On-Premise vs Cloud
A large part of the call center industry is still maintaining their critical customer data using traditional on-premise solutions. Physical software systems dominate the on-premise call center, dedicated communication servers, headsets that are installed, configured, licensed and made compatible for their industries. The on-premise contact center have their own pros and cons. Businesses that choose on-premise contact center are responsible for the maintenance and upgrades of their software systems. One of the core reasons for choosing an on-premise contact center is the reliability of connection between the customers and the representatives. On-premise contact center also have their limitations. Strategic and budgetary decisions from setup to operational costs come into the picture while adopting them.
On the other side, Cloud-based contact center is offering an innovative way to approach the pitfalls of your business that improve customer interaction, driving customer satisfaction, as well as identifying areas within the organisation that would best benefit from the implementation of this model. Cloud call center software offers the tools and functionalities that are most relevant for any industry, integrated with the different software that assists in delivering a seamless customer relationship journey. In cloud-based center, there is no requirement of hardware which ultimately eliminates the problem of maintaining the equipment and its upgrades.
Cloud-based call centers are a part of the organisational plan of those who believe in high profitability by improving operational costs and quality of the customer service. Organisations are taking the step to focus on streamlining technology to benefit customers by creating a profitable customer engagement hub under low infrastructure costs.
Why you should move to cloud contact center:
A large part of the call center industry is still maintaining their critical customer data using traditional on-premise solutions. Physical software systems dominate the on-premise call center, dedicated communication servers, headsets that are installed, configured, licensed and made compatible for their industries. The on-premise contact center have their own pros and cons. Businesses that choose on-premise contact center are responsible for the maintenance and upgrades of their software systems. One of the core reasons for choosing an on-premise contact center is the reliability of connection between the customers and the representatives. On-premise contact center also have their limitations. Strategic and budgetary decisions from setup to operational costs come into the picture while adopting them.
On the other side, Cloud-based contact center is offering an innovative way to approach the pitfalls of your business that improve customer interaction, driving customer satisfaction, as well as identifying areas within the organisation that would best benefit from the implementation of this model. Cloud call center software offers the tools and functionalities that are most relevant for any industry, integrated with the different software that assists in delivering a seamless customer relationship journey. In cloud-based center, there is no requirement of hardware which ultimately eliminates the problem of maintaining the equipment and its upgrades.
Cloud-based call centers are a part of the organisational plan of those who believe in high profitability by improving operational costs and quality of the customer service. Organisations are taking the step to focus on streamlining technology to benefit customers by creating a profitable customer engagement hub under low infrastructure costs.
Why you should move to cloud contact center:
- Lower cost: On average, both initial and ongoing cost of cloud solutions are a fraction of the cost of on-premise contact center solution. Unlike on-premise solutions, cloud solutions require little to no hardware or software investment. Additionally, cloud solutions charge ongoing subscription fees, rather than annual license maintenance fee plus upgrade cost.
- Flexibility: As customer communication volume fluctuates, a cloud contact center can take advantage of the flexibility in the cloud capacity. Meanwhile, on-premise contact center require more hardware and physical space to support spikes in contact volume.
- Time to value: Cloud solutions take less time to configure and deploy and are easier to use than on-premise applications, which facilitates faster user adoption.
Selindo Alpha is an authorized partner of Genesys Cloud in Indonesia, contact us for consultation.
