Forty 7 Ronin’s Services for Genesys PureEngage and PureEngage Cloud Environments

Contact Center Automation and Optimization

Deliver the near real-time communication your customers demand and solve their toughest challenges. Similarly, we deploy your pre-tested, stable solution at a significantly lower cost without sacrificing speed and efficiency. Furthermore, we create an effective omnichannel experience that leads to happy customers and an improved bottom line.

Multi-channel Contact Center Integration

Forty 7 Ronin offers eServices to ensure that your customers can access support in the manner that is most comfortable for them, including chat, email, and SMS, and outbound integration to proactively notify customers of important events. Furthermore, when implemented strategically. Therefore, new channels can support the overall mission with special data added and all the extras to support advanced detailed reporting – creating a true omnichannel customer experience.

Deployment, Routing and Provisioning

Forty 7 Ronin utilizes Genesys Designer to craft routing and IVR applications that enable you to deploy your contact center operations fully, either in the cloud, or in a hybrid model. As Genesys experts, we have extensive expertise in routing strategies, configuration and integration to third-party CRM systems (Salesforce.com, Microsoft Dynamics, etc.) for voice, chat SMS, and email.

Customer Data Integration

Furthermore, the data in your CRM, ERP, billing, and other systems can be a valuable resource for improving customer experience. Existing data stores, when properly integrated , and offered in real-time, can give voice, omnichannel and agent-based systems the ability to provide prompts that are more customized and personalized, based on previous customer multi-channel interactions. Our integration expertise spans every type of third-party system.

Legacy Application Migration

Forty 7 Ronin will transfer your existing legacy applications to the Genesys PureEngage or PureEngage Cloud platform using cutting-edge technology to create standards-based solutions. With our deep experience in contact center technologies, we will capture and map your existing call routing algorithms (“as is” functionality) and help you create the desired end state. We can create parity with call routing and IVR functionality to create a flexible environment where you can make changes, freshen up the user experience or add self-service and reporting capabilities to enhance the performance. Most important, we will do this in a manner that allows agents to perform their jobs with minimal training and little or no disruption to business operations.

Full Scope Reporting

Forty 7 Ronin offers four major types of advanced reporting services for PureEngage and PureEngage Cloud.

VUI Design

Our 6-phase process provides you with functional and efficient designs tailored to your unique business needs Including:

Speech Recognition Tuning

We can keep your existing Genesys system running efficiently through cost-effective, fast-cycle or full-scope options including:

Contact Center Testing

Once your Genesys platform is built, we can help you test your platform to ensure that you can continually optimize your CX operations. Therefore, our proven, cost-effective automated testing methods ensure much greater levels of accuracy, as well as more rapid improvement and error resolution. Furthermore,  test multiple call scenarios to mimic live customer experiences and make adjustments as needed to ensure your system is ready to deliver brand-building CX and superior service.

Testing services include:

IVR Training

Also, Forty 7 Ronin provides training courses and certifications that meet the unique needs of modern businesses, including classroom courses, onside instruction, and online classes. Basically, we don’t rely on generic simulations to train your team. Instead, we use real-world examples gleaned from decades working in the field of IVR and contact center solutions. Similarly, we can also customize courses and scenarios that meet the specific requirements of your business.

Managed Services and Support

Basically, great contact center and IVR operations require reliability and efficiency. Similarly, We leverage our monthly managed services or as-needed support to monitor and manage your Genesys PureEngage solution. Forty 7 Ronin offers detailed service level agreements, guaranteed uptime and 24/7 monitoring, including:

Testing services include:

Genesys Partner Enablement –JumpStart Program

In conclusion, Forty 7 Ronin offers highly-experienced developer support to help your business set up a working Genesys lab environment to test your applications for Genesys integration. Similarly, we set up and also host your lab, allowing you to solve product issues as well as, practice for certification testing, and more. Furthermore, You’ll get to market faster with optimized CX, all at a lower cost than other partner-enablement methods.