Genesys Cloud CX Review

Genesys Cloud CX is as unique in the way it helps you transform your customer experience, regardless of where the customer conversation begins or ends. By linking the entire contact center across teams, tools, and interactions, you have the information you need to easily address customer issues. With this solution, your customers feel understood and your agents feel empowered.
Diversify faster, adjust easily and design better with a modern all-in-one modular architecture. Upgraded with industry-standard security certifications, this cloud solution ensures smooth interactions and securely supports customer journeys for businesses worldwide, with user interfaces in 15 languages. A unified collaboration and communication suite that includes a browser-based soft phone, enterprise directory, content management system, video and chat tools, and optional VoIP telephony service.

GENESYS CLOUD CX – TUTORIAL

GENESYS CLOUD CX – FEATURES

• Agent Assist: provide customer service agents with real-time artificial intelligence (AI) support to improve both the efficiency and quality of customer interactions.
• Work automation and task routing: use accurate and consistent data to make more informed decisions across your back office.
• Chatbots: deliver better responses faster with native or third-party AI-based chatbots that understand context.
• Predictive engagement: use AI to proactively engage customers online at the right time with the next best offer or resource.
• Artificial intelligence: it orchestrates and personalizes omnichannel customer journeys at every level with easy-to-use AI.
• Automated routing: create differentiated experiences and connect customers with the best resource to fit their needs with predictive routing
• Knowledge management tools: deliver the right information every time with AI-based knowledge management tools.
• Voicebots: build voicebots with natural language understanding (NLU) and automate more voice talks.
• Digital customer engagement: support your teams with an all-in-one suite of digital capabilities or your own solution.
• Workforce engagement management: provide your team members with the tools, support, and growth opportunities they need to fully appreciate what they do.
• Inbound: streamline communication with your business. Offer support and exceed expectations across all channels.
• Artificial intelligence and automation: empower omnichannel experiences. Meet customer needs with support via bots, data-driven suggestions and more.
• Interactive Voice Response (IVR): boost the customer experience and make your business more profitable, versatile and scalable with call center software and IVR systems from Genesys.
• Outbound: reach customers on every channel. Increase engagement with outbound campaigns.
• Reporting and analytics: provide your teams with easy-to-use tools and relevant data. Unlock insights into interactions that streamline multichannel customer experience offerings.
• Work automation and task routing: use accurate and consistent data to make more informed decisions throughout your back office.
• Text messaging: use the most familiar mobile channels to connect with your customers without disrupting their day.
• Voice and text analytics: use voice and text analytics to identify key events, ensure compliance, surface training opportunities and more.
• Gamification: helps your resources achieve established performance with real-time information that drives results.