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Case Management

Status follow-up, case escalation, and cross-functional communication on cases affecting your systems and operations can deviate your focus from other priorities. We’re here to help you gain greater flexibility in resource allocation and reduce effort and time.

How it works

A case manager from the Customer Care team delivers this engagement as a continuous 6 or  12-month service. The Genesys expert will:

  • Monitor cases as required to ensure transparency and complete resolution.
  • Conduct regular cadence of reviews (weekly or as required) to address open cases and support statistics.
  • Conduct quarterly review that will cover Case Trend Analysis and Critical Issues/Outages/Root Cause Analyses
  • Provide a final report of cases and engagement for overview, analysis, and improvement opportunities

Listing Details:

License Type
Typical Lead Time
6 or 12 months
Remote or onsite