A Dedicated Genesys Gold Partner

Each situation tends to be unique in terms of project complexity and migration requirements. Naturally, there aren’t any disks to fiddle with. For instance, some Genesys Cloud deployments, spun up online have been operational within just 48 hours, while larger deployments can take around 60 days dependent on complexity.

You can choose from three flexible options. Genesys Cloud 1 for inbound and outbound hosted voice, Genesys Cloud 2, an all-in-one omni-channel contact centre with voice plus chat, email, and AI-powered customer engagement. Or Genesys Cloud 3 which includes all the above plus SMS and messaging app routing, and WEM. Prices start from £52.50 per user per month.

Before the contract starts there is normally a 90-day ramp period to allow you to set up and bed-in the solution. This signals the start of the contract which typically runs for 12 months. At the end of the term the contract can be extended for another year, left to run monthly, or terminated with 30 days advance notice on either side.

In addition to helping plan and oversee a smooth migration to Genesys Cloud, Kerv Experience offers ongoing management and optimisation services to ensure you get the most value from your investment in the platform. For example, supporting activities such as customer journey mapping, robotic process automation and future solution road mapping.

Genesys Cloud is a market leader in the industry, regularly awarded the highest accolades from industry analysts. The technology powers 7,500 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees.

As a Genesys Gold partner, Kerv customers have reported:

• Improved customer experience: customers have noted CSAT and NPS scores. One retail customer saw their Trustpilot score increase from 2.1 to 4.6 following implementation.
• Improved employee productivity and retention: Genesys Cloud gives a single point of view to agents dealing with callers and can provide instant knowledge from across the business, directly to the agent. This results in faster and quicker resolutions and happier agents. Customers have reported greater employee engagement and lower attrition levels after implementation.
• Reduced costs: implementing digital channels, increasing self-service and deflection, plus faster call answering can reduce the number of agent hours needed. Also, the ability to more accurately manage staffing levels by using the integral reporting functions increases efficiency and productivity.
• Platform stability: Genesys platform data is publicly available. There is near 100% uptime globally in the previous 12 months.

Get in touch for more details.

Genesys Cloud is based on open architecture which makes it simple to integrate with existing systems including Microsoft, Salesforce, HubSpot, Amazon, Power Platform etc, or to extend functionality. Deliberately designed to take full advantage of modern cloud strategies and technologies, a microservices-based architecture, API-first development, open data and artificial intelligence (AI) give you rapid innovation, agility and resilience. The platform’s composable design optimises your CX tech stack so you can focus on configuring and harmonising only the tools your business needs, with minimal disruption. A full suite of AppFoundry products provide customers easy access to an easily searchable catalogue of solutions and/or Genesys built integrations to third-parties.

With a project team, 24/7 helpdesk, CX Consultant and a customer success team in place you can be assured that Kerv are here for you. Our teams help to ensure you can maximise your Genesys investment both now and with all future releases.

Yes. Our solutions architects will work closely with you to achieve your objectives and optimise the solution for your organisation – your success is our success!