ABSTRACT
Customer service is a core competency for a successful organization. Successful execution of customer server not only helps retain current clientele, but promotes best practices of the company's product. Genesys provides customer service in the form of support for existing customers using its suite of contact center software. The areas examined within Genesys customer service and their impact from cloud computing are customer mediums of communication, internal mediums of communication, knowledge-base management system, customer incident ticketing system, internal infrastructure management system, and data driven metrics. The "cloudification" of communication technologies has become enormous, causing many technical departments to wonder if it is time to move away from traditional on-premises systems. While the organization still focuses heavily on non-cloud solutions as well, there are distinct benefits to a cloud solution within a customer service department. Cloud computing also enables scale as a solution to cost and flexibility.
