Genesys Cloud Review

Genesys Cloud is an on-premise, cloud-based call center solution for businesses of any size and industry. Key modules include automatic call distribution, interactive voice answering, computer telephony integration, automatic dialing, a mobile call center app, a PBX and more. Genesys Cloud helps companies connect with customers through multiple communication channels. Customer analytics and metrics are presented in a single interface and automatic updates are provided. The solution allows users to create IVR flows, customize the range of action, create proactive targeted campaigns and improve agent productivity. It offers multi-channel routing, customer relationship management integrations, and custom reporting. The collaboration module helps users locate people, documents and chat histories. Users connect via group chat and conduct online meetings with video conferencing.

GENESYS CLOUD – TUTORIAL

The following video shows how to use this call management software:

GENESYS CLOUD – FEATURES

• Outbound campaigns: execute composition modes and campaign tactics that keep agents productive, costs low, and contact rates high
• Workforce optimization: features include multi-channel logging, quality management, workforce management, performance monitoring, and more IVR with voice recognition: includes a simple drag-and-drop editor to set menus, ready-to-use keywords and solid multilingual support
• WebRTC softphone: use your browser like a phone. Just plug in your headphones
• Omnichannel routing: your customer can connect with you on any channel and your system will recognize that customer and direct them to the best agent or support engineer
• Dashboard and reports: with a single dashboard, access current status information and historical metrics on all types of media.