Strength in Numbers: Genesys Helps Customers Adapt in the Age of Covid-19

During the COVID-19 pandemic, many contact centers faced the challenge of rapidly transitioning to remote work while managing increased customer inquiries, which was complicated by the ambiguity surrounding their status as essential businesses. Genesys, a leader in cloud contact center solutions, supported over 700 organizations in adopting remote capabilities and handling customer spikes by offering its Genesys Cloud platform for free, enabling rapid deployment. Some companies, like TechStyle Fashion Group, found creative solutions such as renting hotel rooms for agents lacking home internet access, while others, like Gleaners Food Bank of Indiana, adapted to new service demands using Genesys technology. Overall, the pandemic highlighted the importance of flexible, cloud-based contact center solutions to maintain critical customer support during such disruptions.