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Genesys releases Rapid Response to support businesses during COVID-19

In order to support businesses adapting to new modes of working during the COVID-19 pandemic, Genesys has released a Rapid Response offering.

The offering is designed to give organisations access to Genesys Cloud within 48 hours so they can provide mission critical support and enable remote teams at speed.

Genesys’s Rapid Response includes support for automation and self-service, voice and email routing, interaction recording and collaboration tools.

It focuses on easing transitions for employees and supervisors with on-demand training and education.

Furthermore, it offers assistance in controlling costs by waiving overage premiums resulting from unexpected increases in customer inquiries.

Genesys chief executive officer Tony Bates says, “At Genesys, we have a responsibility to help however we can during this difficult time.

“No matter what challenges organisations face, Genesys is committed to partnering with them to protect their employees, serve consumers and help contain the COVID-19 outbreak.

"Every action we take to stop the spread matters, but we can’t do it alone. Across every function and with support from our partners, the Genesys community is coming together to help organisations through this unprecedented situation.”

According to Genesys, since February more than 500,000 contact centre employees have made use of the Rapid Response offer in order to continue serving customers from their homes.

In fact, following the rise of the COVID-19 virus and the subsequent nationwide lockdowns, more than 700 organisations around the world have requested assistance from Genesys in regards to supporting remote capabilities, shifting geographic operations or managing unexpected increases of customer inquiries, which is where the Rapid Response offering comes in.

Organisations that have utilised Genesys’s Rapid Response come from a variety of industries. A major financial services company transitioned nearly 10,000 in-office contact centre agents to remote work within days.

Genesys states the company plans to enable another 5,000 to work from home. Significantly, the company doubled its record for customer transactions increasing to three million during this period.

Another example of the Rapid Response offering in action is the Fortune 50 software company that had to shut down its contact centres during a COVID-19 outbreak area and shift all calls to other countries.

The company updated its IVR and rebalanced its routing to accommodate this change while transitioning thousands of agents around the world to virtual work within days, Genesys states.

Finally, a large state government entity was able to convert 3,000 agents to remote work in one day. It also onboarded 400 new agents in just three days, according to Genesys.

In addition to the Rapid Response offering, Genesys states it is exploring other ways to support organsiations. For instance, solutions created in partnership with Google Cloud and implementation partners, such as Avtex, ConvergeOne and NTT.

Omdia principal analyst customer engagement Ken Landoline says, “Genesys is doing more than giving away technology.

“The company is delivering a holistic solution and providing access to a community that delivers services, support, training, guidance and best practices so organisations are truly equipped to help employees and customers through this difficult time.

"I believe this is right on target and is the best course of action given the complexity of what businesses are up against.”