Genesys Provides a New Beginning for the Customer Experience at CoolSys
February 23, 2023
The CoolSys customer experience has been reborn, thanks to the launch in December 2022 of a new service platform that improves on the previous system while providing a roadmap to even more enhancements in the near future.
Genesys, the new platform for customer experience, offers features like omni-channel functionality for phone and email contact, workforce management, built-in quality assurance functionality and phone call and screen recording. “It’s a great system,” says Dana Smithson, director of Customer Experience at CoolSys. “Simply put, it’s the Cadillac of call center software.”
The Genesys platform may not offer power moonroofs or heated leather seats like a Cadillac, but it does have options that provide a smooth ride for both CoolSys customer experience employees and our customers. Features include automatic weekly system enhancements that keep the software up to date, workforce management that analyzes call volume trends to aid in appropriate staffing and an automated system that gives callers the option to receive a call back directly from CoolSys rather than waiting on hold. Best of all, those options are just for starters: SMS text messaging, chatbots and chat through instant messaging, and even social media applications are some of the enhancements on the way.
Getting on Board
The functionality of the platform also aligned well with the CX team’s internal goals and philosophy to STAY C.O.O.L. (Communication, One Team, Outreach, Learn).
“It offers us so much,” Dana says. “With our previous system, we had to pull reports to try to staff appropriately, but soon we’ll be getting predictive analysis for that. We can look at our CX agents’ specific performance, and our dashboards will help us provide the experience that we think we are delivering.”
Right now, more than 100 users are on the Genesys platform, including Commercial and Industrial, the call center, dispatch and purchasing. Expansion is coming soon to T&O, C.E. Holt and Carolina Refrigeration — and the “Cadillac of call center software” is set to be providing smooth rides across the entire business later this year.
Those rides are a part of the CX strategy for 2023 and beyond, according to Vice President of Customer Experience Meredith Daniel. “It’s great for us and great for our customers,” she says. “And we’re just getting started.”