Genesys Review

Genesys (formerly known as Bold360) is a cloud-based live chat platform that enables users to communicate and manage reports online. Key features include live chat, messaging, mobile engagement, agent productivity management, self-service AI, reporting and analytics. The software’s mobile invitations provide tools to create mobile-specific rules, customize design elements and design invitation functionality. It comes with an SDK tool that incorporates chat into iOS and Android apps. The solution’s artificial intelligence package includes conversation engine, natural language processing, chatbots, virtual agents, a dynamic search bar, resource management, knowledge base and intelligent routing.

GENESYS – TUTORIAL

Let’s look at this tutorial that illustrates how to use this call recording software:

GENESYS – FEATURES

• Speech-enabled IVR: equip your customers to resolve issues faster with multilingual speech-enabled IVR. Natural language understanding (NLU) technology lets your customers interact with your system in a way that feels completely natural
• Voicebots: simplify your customer journeys with conversational voicebots that move freely across interactions and channels. Manage, unify and orchestrate any bot across phone, web chat, mobile messaging and smart speakers
• Chatbots: give customers 24/7 self-service assistance with AI-powered chatbots. Handle tasks more efficiently across any digital channel with bots — and easily transfer interactions to a live agent while keeping the conversational context
• Web messaging: quickly resolve any customer situation with live chat. It enables your agents to respond immediately or step in proactively if a transaction stalls. Easily transition from a self-service chatbot to a live agent with full interaction and customer context
• Email: integrate email into your consistent omnichannel experience. Set up appropriate auto-responses and route email to the right agents based on content analysis and agent workloads, improving the likelihood of quick and effective replies
• SMS messaging: SMS messaging apps create conversations that can live forever. Context and content are never lost, and conversations can resume at any time, right where they stopped. This gives customers a way to interact with you at their convenience
• Social media: meet your customers on the popular platforms they already use. Bring your brand’s social media conversations into the same interface agents use to handle calls and chats, routing messages to the right agents for fast responses.