Facilities Services recently adopted Genesys, a new cloud-based integrated call center system that has significantly modernized call monitoring and management in their Business Operations Support Center Customer Service Center (BOSC CSC).
The new system can track call volumes, types of calls, missed calls, and trends, even after-hours, helping CSC staff not only understand what their customers need but also how to best respond.
“It's an important step in modernizing our customer service operation and laying the foundation for deeper integrations in the near future,” Jaycee De Guzman Miralles, assistant director of BOSC, said.
Genesys has the capability to integrate with other UCSF-related applications, like ServiceNow, CRM, and Tableau, and eventually will include SMS features, chatbot, and AI-driven customer service agents that can assist when phone lines are busy.
“This transition isn’t just a one-time switch; it’s laying the foundation for something bigger…it’s about innovating with purpose, keeping the human touch while using technology to enhance how we serve.”
So far, De Guzman Miralles says the response to Genesys has been encouraging. CSC staff have fully embraced the new system and find that it is increasing their efficiency.
“Genesys is helping us shift from reactive to proactive. It reduces manual processes, eliminates unnecessary steps, and helps us route calls correctly the first time, which saves time and frustration on both ends.”
This efficiency translates to positive experiences for customers.
“For our customers, it means fewer transfers, less waiting, and a smoother overall experience. When someone contacts us, we want them to feel like they’ve reached a team that’s informed, responsive, and ready to help without making them repeat themselves.”
Genesys is also enhancing project visibility, allowing staff to verify calls received, which helps CSC staff follow up more accurately and follow up with the right teams.
“It’s not just about accountability, it’s about feeling supported and informed. From the customer side, we’ve heard positive feedback around faster response times and better follow-through. And honestly, the transition gave us a great opportunity to step back and ask: how can we make this whole process smoother for everyone?”
“Our goal is to handle things right the first time, and create a service experience that’s efficient, personalized, and easy to navigate.”
As one of the early adopters of Genesys, the team is focused on setting the groundwork, testing, learning, and refining as they go.
“We’re working closely with the larger team to share our process and lessons learned so that when it’s time to scale, there’s a solid model in place. It’s exciting to know that our work today will help shape the future rollout for others across campus.”
Part of the long-term goals of Genesys integration is to expand upon the success of the See It Fix It Platform, which allows customers to text photos for non-emergency requests, to allow customers to reply directly through Genesys.
“It may sound simple, but these shifts can save a lot of time and reduce repetitive follow-ups. Our goal is to handle things right the first time, and create a service experience that’s efficient, personalized, and easy to navigate.”
De Guzman Miralles says this achievement would not have been possible without the support of the CSC team: Amber Liu, Anthony Borg, Brian Nunez, Christina Vickers, Eric Lo, Maria Aguilar, Noelani Burleson, and the IT Genesys Team.
“Their partnership and support made all the difference. And of course, I’m grateful to leadership for giving us the space to explore and improve how we deliver service. It’s encouraging to be in an environment where innovation is welcomed and supported.”
For De Guzman Miralles, this transition is larger than Genesys; it’s about embracing change at every level to enhance customer satisfaction.
“At the end of the day, it’s about people. When we make things easier and clearer for our team, they show up better for our customers. That’s the kind of culture we’re building.”