Grazitti Interactive’s Post

Genesys Contact Center - Learn more https://zurl.co/eZ0W How does ACD Works? Genesys Cloud ACD dynamically matches customer interactions with agents through the evaluation and routing method specified in the queue settings. Ideally, customer interactions are processed by agents with the right skills in the shortest amount of time. ACD can be set up in different ways, ranging from basic forwarding to more complex skills-based routing, based on your contact center’s needs. There are two main drivers of ACD: Time and Skills. Time is based on how long the customer has been on hold or which agent has been available the longest. Skills refers to agents’ expertise in specific areas of the business. #genesys #genesys_cloud_cx #genesys_cloud_contact_center

#Elevate #Accelerate #Deliver 🚀 Whether you are simply using Salesforce SaaS applications that run on AWS, or leveraging AWS to extend Salesforce capabilities, this collaboration provides "The Power of Connected Clouds" ☁ #AWS + #Salesforce ➕ #ContactCenters are one of many entry points to leverage Best In Class Solutions for: #Voice #Video #BusinessApps ~ turning data into action to understand customer sentiment, assess agent performance, and #Delightcustomers in their channel of choice, while saving them time and effort. ➕ Rationalize #LegacyApps & Deliver Real Value - Customer 360 unites all of your core functions - relationship management, case management, collaboration, integration and data insights - on one integrated CRM platform. #awspartners #digitaltransformation #cloudtransformation

Navigating the dynamic world of cloud and communications services can be a challenging feat. Let's delve into the core needs and challenges faced by professionals in this landscape. 🌐 Service Agility Concerns: In the realm of complex cloud and communication services, service turn-up and provisioning demand a delicate choreography. Professionals often grapple with the intricacies of software applications and SD-WAN connectivity, requiring a seamless orchestration of tasks. 🤝 Interoperability Challenges: The integration of diverse systems outside Salesforce through APIs is a persistent challenge. Achieving a smooth flow of data and transactions across multiple platforms remains a hurdle, impacting efficiency and service quality. 🔧 Manual Task Overload: The manual nature of many provisioning steps poses a significant challenge. Professionals find themselves bogged down by repetitive, time-consuming tasks, leading to an increased likelihood of errors and delays. Addressing these fundamental concerns is paramount to unlocking the full potential of cloud and communication services. As we navigate this landscape, let's explore solutions that prioritize interoperability, streamline processes, and alleviate the burden of manual tasks. By understanding and addressing these challenges, we pave the way for a more agile, efficient, and error-resistant future in our industry. Talk with us: https://lnkd.in/dQYPKk9b #CloudServices #CommunicationChallenges #ServiceAgility #IndustryInsights 🚀

With the release of our new App for ServiceNow OMT, Itential and ServiceNow are teaming up to take on the OSS market. "The deal promises to shake up the slow-moving OSS market, which many industry experts believe has been holding back innovation in telco." Read the Futuriom article for more: https://bit.ly/4a68PiQ #OSS #OrderManagement #OrderFulfillment #ServiceOrchestration

Integrating Salesforce with a telephony add-on is no longer enough to stand out in today's market. To truly elevate your customer experiences and empower your employees, you need a solution that goes beyond the basics. That's where Genesys Cloud comes in. By combining the world's #1 CRM with the leading, AI-powered experience orchestration platform, you can create deeply connected, end-to-end experiences that set you apart from the competition. Say goodbye to basic call controls and hello to a new level of customer engagement. Investing in a comprehensive solution like Genesys Cloud can make all the difference in improving your customer satisfaction and retention rates. Don't settle for the basics - take your customer experiences to the next level.

Your customers want to be treated like humans, not numbers. That’s why it’s never been more important to go all in on customer relationships. Join us July 11 to hear candid insights from Crestron Electronics' VP Matthew Paupst and Salesforce product experts on why companies choose Service Cloud for digital-first, customer-centric service. Save your spot: https://sforce.co/3VZ3RR6

Integrating #CX and #EX systems is imperative for business success – offering retention and loyalty. But how do you achieve a successful integration? Join me at Genesys VP, Product Management Rakesh Tailor's session at #EnterpriseConnect to explore opportunities and challenges of CX and EX integration so you can deliver better benefits to both customers and employees.

33% of contact centers plan to invest in new technology, but what’s the best contact center solution to invest in? 🤔 Learn how a collaborative cloud contact center solution, like RingCentral, can improve customer retention and satisfaction: https://lnkd.in/dVQbBp3P. #ContactCenter #CustomerSatisfaction #CustomerExperience

🟢 Ready to tackle complex business challenges, automate workflows, and elevate customer service? Take the first step towards unlocking these benefits with Ctelecoms. Discover the solution today! 💪 👉 https://lnkd.in/gRqN4gGB #Microsoft365 #Microsoft_partner_SaudiArabia #Microsoft_powerplatform #Microsoft_solutions #Ctelecoms #powerplatform_KSA #Microsoft365_apps #PowerAutomate_KSA #IT_solution_company_KSA #Cloud_solution_KSA

Call centers are under huge pressure to meet evolving consumer expectations. This Capgemini case study demonstrates how implementing Service Cloud Voice to enable digitization of key call center telephony channels accelerated resolution of call center cases leading to a 15% increase in Net Promoter Score. Read more about the work here: https://lnkd.in/edP55_WW #CustomerService #Innovation #DigitalTransformation