Genesys Multicloud CX

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.

Genesys Cloud CX Voice – This VoIP telephony service provides public telephony access to any of your existing Genesys Cloud CX service subscriptions. You can purchase phone numbers directly from us or bring existing numbers with you.

Bring Your Own Carrier (BYOC) – Leverage your preferred cloud carrier with the Genesys Cloud CX solution. You can maintain an existing relationship with your carrier or establish a new one. Choose the best telephony infrastructure to fit your needs.

DIY administration – Straightforward administration lets you scale your cloud communications with ease for a 100% cloud-based call center solution. Purchase, provision and manage your Genesys Cloud CX voice services anytime, anywhere with a simple web interface.

Inbound voice routing (ACD) – Inbound voice uses your company’s defined business priorities to segment and rank interactions. This enhances your ability to meet your SLAs for all voice interactions — without creating complex routing strategies or adding resources.

Voicemail – Ensure the continuity of your customer service operations with agent and group voicemail. Receive email notifications for new messages, configure your own greetings and get multi-language support.

Callback – If your contact center is busy, use IVR to offer an option for callback while allowing callers to keep their positions in the queue. Scheduling immediate or delayed callbacks eliminates the need for customers to wait on hold to speak with an agent — and that increases customer satisfaction.

Predictive routing – Ensure that every customer interaction is routed to the best available agent. Using Genesys AI, predictive routing continuously analyzes real-time data to predict outcomes, matching customers to the best agent while optimizing for important contact center KPIs.

Create long-lasting opportunities and decrease the volume of inbound calls to your contact center with basic outbound campaigns.

Outbound campaigns – Send highly personalized, timely and relevant notifications on your customers’ preferred channels.

Inbound/outbound blending -Genesys outbound software supports blended agents. By blending inbound and outbound calls to a specific agent group or all your agents, you can increase agent utilization, reduce overall call wait times and smooth overall call volume.

Proactive notifications – Reach out proactively in a timely, personalized and contextual way. Target the right customers at the right moment with the predictive engagement capabilities of Genesys AI, and send automated, agentless SMS notifications to save time and keep customers informed.

Employee performance – Track, manage and boost your service levels with tools to monitor performance, support employee development and engage with workers in ways that drive results. Empower your managers, increase speed to competency for new hires and gamify contact center KPIs.

Resource management -Allow workforce managers to work with short-term forecas ts and improve forecasting efficiency by leveraging AI. Simplify your workforce scheduling with flexible rules, manage time off and provide accessibility through a single unified employee user interface.

Quality assurance – Follow your customer experience interactions closely to maintain quality and adhere to corporate policies. With interaction recording and screen recording, you can record all interactions, including voice calls and employee screens.

Anywhere access -Give your agents who are working remotely and in globally distributed teams a modern, integrated communications solution. With the Genesys Cloud CX solution, your teams aren’t bound by location or hardware. This web-based unified communications solution, softphone and native mobile apps keep your workforce united, equipped and engaged — no matter where they are.

Business communications -The Genesys Cloud CX solution seamlessly connects contact center users, business users, vendors, partners and customers. Unifying communications across your company drives faster agent response times and improves business outcomes.

Agent collaboration – Collaboration tools give teams access to communication channels from a single application — on any device. Agents can use video, softphone, screen sharing, persistent chat channels, rich employee profiles and document management — all in one integrated solution.

Performance dashboards -Up-to-the-second analytics and real-time dashboards provide the information you need to manage your contact center across multiple teams and channels. Customize dashboards to match your unique needs and help you respond in the moment.

Historical reporting -Preserve historical context across your call center and generate reports so you can track and analyze service levels, call times, resolution rates, customer satisfaction and other critical KPIs.

Real-time and historical views – Unite real-time and historical data. Organize and search by customer or interaction, and gain clarity with customized and consistent reporting that gives you true insight into your data.

AppFoundry Marketplace -Visit the Genesys AppFoundry Markeplace to browse and quickly deploy more than 350 third-party apps. Find everything you need to extend and enhance your Genesys Cloud CX solution — from easy CRM integrations to creative ways to use AI and automation.

Pre-built integrations -Say goodbye to lengthy professional service engagements. Pre-built integrations, developed and supported by Genesys, are quick to deploy and easy to configure. And they simplify integrations with other business tools, such as CRM systems and AI solutions.

Salesforce integration – Combining data from Salesforce (such as contact details, service incidents and purchase history) with customer journey data, Genesys Cloud CX can make dynamic routing decisions based on customer context, adding skills, setting priority, enabling self-service and more.