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  • EXECUTIVE SPONSOR(S): Kate Hash
  • DEPT OR DIVISION: ITS Customer Experience & Engagement
  • TECHNICAL LEAD:  Christina Artis
  • PROJECT MANAGER:  Ingrid Camacho
  • STATUS: In Progress
  • Project Theme: Serving Our Communities

The Customer Experience & Engagement division is researching vendors to replace Genesys PureCloud as a cloud-based service desk solution to manage phone calls. PureCloud has been the vendor since 2018 when the previous Genesys cloud product was retired. Users found the system difficult to use, and the call quality and customer service experience are less than satisfactory. The goal of the project is to find a lower-cost contact center solution that provides better quality of service.