People having video call around a table People having video call around a table

Genesys Cloud CX

Delivered by a winner of six consecutive Genesys EMEA Partner Awards

See it in action

Overview

Unbeatable Genesys Cloud CX delivery

We sell and service products from Genesys because we think they have the best and most innovative technology.

 

They’ve consistently anticipated and shaped what we know today as the CCaaS space.

Julian Barrow, MD, Kerv Experience

Recognised as a Gartner® Magic Quadrant leader nine years running, Genesys Cloud™️ is the go-to solution for organisations in 100-plus countries. Yet, creating a high-performing contact centre takes more than simply brilliant technology.

 

It requires a partner who understands how to get the best out of it. One that always has your back, responds quickly, knows the way around the Genesys organisation, plugs skills gaps, and brings a wealth of knowledge and new ideas.

 

Kerv Experience – a Genesys Gold partner with a difference, providing Genesys cloud solutions tailored to you.

 

We don’t sell competing technologies or have to manage umpteen vendor relationships. Our sole focus is on doing Genesys better than anyone else. And our business is fully aligned to doing just that.

 

It’s also why we’ve been regularly awarded Genesys EMEA Cloud Partner of the Year, Customer Success Partner of the Year, and New Logo Partner of the Year.

 

The Kerv Difference

Consummate professionalism. Customised performance.

 

100% Genesys all of the time

We’re an award-winning Genesys Gold Partner focusing exclusively on Genesys technology. The deep knowledge and expertise that focus brings, guarantees you a highly skilled and efficient deployment.

 

Let the evidence speak for itself – our Service Delivery CSAT rating is 99%.

 

Building relationships

We’re here for the long haul and know how important it is for you to maximise your Genesys Cloud CX investment.

 

All of our customers get a named Customer Success Manager to provide regular updates and guidance on getting the best from the technology with our special Kerv human touch. Deep dive and community sessions also ensure you have the information you need.

 

Assistance when you need it

Kerv Experience solutions are agile and tailored to you. Whether you require the guidance of a CX Consultant to expertly navigate you through the customer journey, or the convenience of a 24/7 helpdesk support— we’ve got you covered.

 

For those times when you just need a solution to work and not sweat the details, we also have a managed service offering.

Don’t just take our word for it

Genesys EMEA New Logo Partner of the Year 2022

Genesys EMEA Customer Success Partner of the Year 2021

Genesys EMEA Cloud Partner of the Year 2020

Genesys EMEA Cloud Partner of the Year 2019

Genesys EMEA Cloud Partner of the Year 2018

Genesys EMEA Cloud Partner of the Year 2017

Want to take the Genesys Cloud tour?

Product Features

Genesys Cloud CX Product Features

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Customer self-service

Including speech-enabled IVR, voicebots and chatbots, simplify the customer journey and empower your customers to interact with you when and how they choose.

 

""Digital channels

Meet your customers on the platforms they use, whether web/SMS messaging, email or social media, and give agents a single interface to view all interactions.

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Inbound routing

Make use of inbound voice routing, predictive routing, and call-back when the contact centre is busy. Ensure the continuity of your customer service operations with agent and group voicemail.

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Workforce engagement (WEM)

Supercharge your employee performance by using the performance, resource management and quality assurance capabilities within Genesys Cloud.

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Unified communications

Give remote agents seamless communications with anywhere access. Use video, softphone, screen sharing, chat channels and document management – all in one integrated solution.

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Integration and apps

Choose from pre-built integrations, developed by Genesys, to more than 350 third-party apps that can be found on AppFoundry, including Kerv apps CX Translate and CX Vizz.

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Reporting and analytics

Get real-time performance dashboards and historical reporting with Genesys Cloud.

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FAQs

Got a question about Genesys Cloud CX?

Absolutely. Genesys Cloud CX™️ has been designed and maintained as a platform since 2012. Genesys added new developers as it grew, building clean APIs with plenty of documentation. It provides a simple extensible system on which to efficiently add new data and functionality.

Genesys Cloud CX™️ is the original built-for-the-cloud customer experience platform. It doesn’t grow by bolting on acquired technology. Instead, Genesys developers rewrite and convert new functionality, and add services to the APIs.

When Genesys Cloud CX detects a problem, it checks dependencies and restarts the process before you notice. Catching a failure before it impacts your agents or customers, Genesys also challenges developers with ongoing, intentional, and randomly induced failures. So, they can see whether their systems recover and why; in turn, adjusting how they code in future.

Genesys Cloud CX™️ was built to adapt to change, and Genesys has an entire site focused on assisting. That includes giving you choices for how to integrate – from AppFoundry pre-built integrations to email automation to extensible data and more. Genesys also plans to extend AWS EventBridge so you can read and create events between Genesys Cloud CX™️ and your private AWS cloud or on-premises systems.

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 CX™️ 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 CX™️ 1 for inbound and outbound hosted voice, Genesys Cloud CX™️ 2, an all-in-one omnichannel contact centre with voice plus chat, email, and AI-powered customer engagement. Or Genesys Cloud CX™️ 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 CX™️, 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.

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Worth Digital

is now part of Kerv

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Kerv has acquired Worth Digital.