What You Need to Know Before Switching to Genesys Solutions

May 13, 2019 Robert McMullan Technology 0

To serve customer needs and sustain long-term company growth, call center needs agents that are well-trained. Just as important, call center needs to be set up correctly. Along with adequate hardware, call center needs to have appropriate software.

In terms of software, recently Genesys emerged at the top of available call center solutions. Before making a decision to implement one of the Genesys solutions, however, it is best for a call center to take a few steps.

It is worth mentioning that there is a number of Genesys partners that offer Genesys professional services. Consulting one of these Genesys system integrators may be well worth it.

Listed below are some of the things a call center needs to pay attention to before implementing any of the Genesys solutions.

Proper network setup

In order to enable the Genesys platform to function properly and avoid disruption of operations, call center network needs to be set up in the correct way. If need be, a Genesys PS partner can offer qualified assistance and take care of this job.

Call center may have its own unique needs, and it is important to configure the network in accordance with those needs. For example, each agent needs to have the necessary bandwidth when making and receiving calls using the web based software.

Having a Genesys consulting company analyze call center needs and offer their opinion on the appropriate solution may be well worth it, at least at the initial stage. Genesys consultants such as MiraTech can take care of both assessing the needs and implementing the right solution.

Getting VoIP finalized

In most call centers VoIP software is used to make and receive calls. Both VoIP application and the equipment need to be configured correctly to be able to work with each other. Again, if necessary, this can be taken care of by Genesys PS consultants like Miratech.

Routing Methods

By setting up routing methods call center management will know how call flow will be handled at different times.

Automated routing and conditional call routing are used extensively in call center setups and those have to be planned thoroughly. Also this plays an important role in improving caller experience.

Software Considerations

The Genesys platform does not work just on its own – it is also synchronized and interacts with other software pieces like CRM, VoIP, databases to name a few.

As a result, the Genesys platform enhances output and functionality of the connected applications.

Setting up IVR

Today interactive voice response solutions can be highly customized and automated. IVR solutions are near mandatory in call centers, and they have to be setup properly prior to switching to the Genesys platform.

Agent workstation setup

Contact center agent workstation is set up specifically to make or receive calls by using interactive voice response technology (IVR) or other software applications. Agent workstations have to be set up in the most practical fashion, so that the agents can perform at the best of their abilities and face no hiccups.

Training the agents

Whenever any platform upgrade takes place at a call center, all users of the platform need to be educated about the upgrade and trained to use the new features. Once the agents and the rest of the staff have learned about the workflow changes, it will be easier for them to adjust to the new setup. This will make the transition process smooth.

Choosing right timing for migration

It is important to carefully select the time when migration to the Genesys platform would take place. The best time would be when the workflow is slower and the agents are not dealing with excessive number of calls.

Overall, preparing for the switch to the Genesys platform and becoming a Genesys company can be quite intensive, so it is best to make a thorough plan beforehand and have the migration go according to the plan.