Genesys expands into 24/7 support with 80 specialized offshore IT staff

Industry

CX & Contact Center

Challenge

Enabling live technical support 24/7, however, staff had to have the right skills and come at the right price.

Results

The success of a small technical team swiftly evolved into an 80-strong team of specialised support team members.

ROLES OUTSOURCED

Business Application Engineers, Technical Support Engineers, Cloud Customer Care Analysts, Implementation Consultants

www.genesys.com/

“Working for Genesys is a great experience. I am part of the weekend support team that troubleshoots critical customer issues...Though some of my colleagues are thousands of miles away, they are always open to collaborating.”

Mark Domingo

Technical Support Engineer, Outsourced

Three senior Genesys staff standing together smiling on stage at a conference.

Meet the client

Genesys is a global leader in multi-channel customer experience (CX) and contact center solutions. Their CX platform helps companies deepen customer connections at every touchpoint while maximizing revenue and loyalty. Genesys powers 25 billion of the world’s best customer experiences every year.

At Outsourced, we’re trusted by companies to build high-performing offshore teams with the top 1% of talent. Here’s how we worked closely with Genesys to deploy an 80-strong team of professionals.

The challenge: deploying 24/7 IT support

Genesys Customer Care went through a significant transformation initiative to align the team with its guiding principles:

Solve customer issues on first contact
Meet service level targets 100% of the time
Measure relevant global KPIs to ensure success
Focus budget on customer-facing value.

Part of this initiative involved a move to a tierless support model, which would deploy more technical resources closer to customers. Genesys also planned to have four product teams available for live technical support 24/7. But the transformation wouldn’t be possible unless the company sourced a highly skilled team that could provide the necessary coverage.

The solution: outsource technical support

To deliver support 24 hours a day, 365 days a year, Genesys had to invest in the right talent at the right price. After carefully considering several locations globally, they decided to base the product teams in Manila, Philippines. The company then did its due diligence in selecting the right company to partner with.

“Our criteria were relatively straightforward— or so we thought,” remarked Dean Cottle, Vice President of Customer Care at Genesys. “We needed technical people willing to work shifts and have great customer-facing skills. Though we considered a number of companies to work with, only Outsourced found the right candidates.”

Those candidates were successfully sourced from the top 1% of talent worldwide and onboarded, including top-performing Business Applications and Technical Support Engineers, Cloud Customer Care Analysts, and Implementation Consultants.

Mark Domingo, a Technical Support Engineer onboarded as part of Outsourced's efforts, said his role involves a high level of communication with customers, as well as Genesys staff located in other regions.

"I am part of the weekend support team that troubleshoots critical customer issues via the customer portal, phone, chat, email, or whichever platform the customer is comfortable with. I report directly to my Genesys manager, who then provides the tasks and the targets I need to meet," explained Domingo.

"Though some of my colleagues are thousands of miles away, they are always open to collaborating.”

The business impact

As of today, the company's outsourced team continues to grow, demonstrating what can happen when partnered with the experts in global staffing.

“We started with a small team to cover our weekend shift work," said Cottle. "And we have been so happy with the result that we have since decided to expand the operation with help from Outsourced.” 80 offshore team members now support Genesys customers around the clock.

Outsourced helps you hire and retain the top 1% of talent worldwide, with world-class managed operations supporting your success. Talk to a staffing specialist today — or estimate your monthly savings on popular roles using our calculator below.