Symphony Self-Service for Genesys Cloud
Has your Genesys Cloud customer explored offering self-service admin for their own business user community?
Empowering the business users to be self-sufficient, without impacting other units on the same Genesys Cloud orgs.
Customer Genesys Cloud admin teams have the ideal opportunity to reduce their own workloads and enhance customer satisfaction. Enabled by Symphony’s easy to use Portal GUI.
Symphony from Blackchair is a proven solution for Genesys Cloud available to your customers today, out of the box.
Self-Service Administration
Symphony’s Business User Portal enables the rapid development and deployment of bespoke intranet pages to meet specific use cases within the business community using Genesys Cloud.
This allows guard-railed administration of the Genesys Cloud orgs by empowered business users. From agent configuration changes to updating data files, supporting business process changes and not being impacted by central admin delays.
All these changes can be limited in scope and of course will be audited and recorded as per Symphony’s core functionality.
Out of the Box Support
Typical activities that customers execute through portal pages include:
- Create, edit and delete agents
- Create, edit and delete skills
- Create, edit and delete agent groups
- Assign skills to agents
- Assign agents to agent groups
- Bulk agent creation (via CSV files)
- Bulk agent re-assignment, modification (via CSV files)
3rd Party Integrations
In addition, Portal can integrate via API with other applications such as Active Directory, ServiceNow and Verint to create an end-to-end business process such as agent on-boarding or removal
Blackchair and Genesys PS has partnered to deliver solutions globally. Existing Genesys customers using Symphony for business user self-service include Navy Federal Credit Union, Achmea and Swisscom.
Blackchair’s products are available from Genesys PS, and have been proven over the last 20 years.
To arrange an introduction to Blackchair and Symphony for an overview and demonstration, please contact our specialist Genesys team by email at rex.purnell@theblackchair.com.
Also visit our Genesys material website at www.theblackchair.com/Genesys
