What’s New for Genesys Cloud in 2021?

Integrating Customer Journey & Flow Performance Views in Genesys Cloud

Transform your customer service approach with Genesys Cloud’s Customer Journey feature and Flow Performance views. In this video, our experts walk you through the Customer Journey feature, equipping agents with detailed interaction histories that enable them to anticipate customer needs and deliver personalized support. Additionally, you'll learn how to effectively set up Flow Performance views, which provide insights into service patterns and self-service effectiveness.

Integrating Salesforce with Genesys Cloud for Enhanced CX

In this video, our experts explore the integration of Genesys Cloud with Salesforce, a powerful combination that can streamline your contact center operations.

Beyond the Metrics: Strategies to Reverse CX Decline and Build Brand Loyalty

The current trend of declining customer experience (CX) quality poses a significant risk to brand loyalty and retention. In this video, industry experts from InflowCX and Brightmetrics explore the driving factors behind CX decline and discuss innovative strategies to reverse this trend, ultimately building stronger brand loyalty. Listen now to gain the insights and tools needed to transform your customer experience and drive long-term business success.

Genesys Admin Training: Holiday Scheduling & Routing

With the holiday season comes increased customer demand and shifts in operating hours, making it essential to have the right scheduling and routing strategies in place. In this video, our experts will show you how to configure holiday schedules and adjust routing on the Genesys Cloud platform. Ensure your contact center is prepared to deliver consistent, high-quality service throughout the holiday season by learning the best practices for efficient scheduling and routing.

From Set Up to Success: Turning on Phone for Microsoft Teams

Finding, implementing, and adopting a user-friendly solution for communications is no small task. Moreover, when people get used to using Teams for chat and collaboration, they naturally ask, 'Why can't we use it to make phone calls too?' In this video, we take an in-depth exploration of the Teams Voice Solution.

Mitel MiVoice Connect End of Life: Strategic Approaches for an Effective Migration

As Mitel's MiVoice Connect approaches end of life, organizations must act swiftly to ensure a smooth transition. In this video, we explore the common themes emerging from the EOL announcement and provide practical insights on planning your migration strategy. You'll learn effective pathways to new communication solutions and discover how InflowCX can support you in making informed, data-driven technology choices to ensure long-term success.

Leveraging Genesys Gamification for Improved Agent & Customer Experiences

Discover how Genesys gamification can elevate your contact center by boosting both agent performance and customer satisfaction. In this video, our experts dive into the core principles of gamification, offering insights into how increased visibility and self-correction drive continuous improvement. Plus, you'll learn how to create engaging profiles and metrics that foster accountability and make daily tasks more enjoyable.

Optimizing Your Support Experience: Troubleshooting Essentials with InflowCX

Elevate your support experience with InflowCX’s Managed Services team. In this video, our team will guide you through the process of gathering and submitting logs, opening cases, and the critical role of early issue capture in troubleshooting. You’ll discover how to interact with our team effectively, including when to call versus using our portal, and gain insights into log retention policies for various platforms. Mastering these essentials will help you get the most out of your support package and help get your technical issues resolved more efficiently.

Humanizing the Patient Experience in a Digital World

Join InflowCX, an Amplix company, and Five9 for an informative session as we discuss the pivotal role of effective communication in transforming the patient experience (CX) within healthcare settings. As the healthcare landscape becomes increasingly patient-centric, understanding and addressing the communication needs of patients is crucial for delivering exceptional care and enhancing patient satisfaction.