Genesys Cloud is both a solution and a platform.
The Genesys Cloud platform allows the user to subscribe and purchase amazing features directly from Genesys or to create its own, or both options depending on its needs. Plus, with hundreds of additional applications available on the Genesys AppFoundry, shopping center, the platform is highly flexible and safe for businesses and application developers.
Customer Experience
Improve the response of specialists by engaging them with the inquiries your care consultants receive.
Customer Experience
Improve the response of specialists by engaging them with the inquiries your care consultants receive.
Self-service and Automation
- Learn more about what happens in the IVR through the flow views. This IVR analysis API is the foundation that provides detailed information about the outcome of each flow.
Outbound Communications
SMS campaigns and short message code support allows to send notifications and massive information to customers by means of SMS, making it the ideal option for use in campaigns:
- Rules: use data actions as a condition for a rule, for example, if you want to query the CRM system before the dialer calls the record to check a particular field or flag, and to ensure that it is still eligible for the call.
- Agent-owned preview campaign: Specify agent ownership of a record in an outbound preview campaign. This is useful when only the assigned agent controls the records in a call list, including commission-based use cases, collections and personal relationships such as nurse-patient.
Sales and digital services
- Use the chat widget for a new mobile user experience with new colors, translations and capabilities, such as file transfer.
- Chat flows offer greater flexibility in schedules, custom routing, data dips, routing to preferred agents and more.
- For email, there are built-in images and the option to forward to any email address outside of Genesys Cloud.
- The WhatsApp messaging channel includes message templates
Routing and flow
- The preferred agent routing option allows customers to interact with the agents that best suit their needs.
- Derive interactions based on flow schedule decisions to determine the best routing destination for customers.
- Dynamically enumerate language skills from data dips and then use that data to route to the correct queue.
Artificial intelligence - AI
Genesys Cloud's new capabilities focused on the use of data and predictions to improve the employee and customer experience.
Artificial intelligence - AI
Genesys Cloud’s new capabilities focused on the use of data and predictions to improve the employee and customer experience.
Self-service and automation
- Incorporate third-party integrations into call flows, including voice and messaging channels. With Genesys AI technology, Genesys Cloud accompanies Amazon Lex digital capabilities, Genesys Dialog Engine, and Google Dialog-flow voice and digital capabilities, plus TTS for Nuance and Speech Morphing.
- Chat widget enables you to use Amazon Lex bots in your self-service strategy to get real-time feedback from customers.
Sales and digital services
Genesys predictive engagement capabilities include the following options:
- Webhooks: if a high-value customer is browsing your website, this capability can automatically initiate a group chat with appropriately qualified sales or service agents to alert them to the presence of this customer. The group can then communicate with the customer to offer personal assistance. This is just one of many use cases for webhooks.
- Content offers: provide a content offer at the perfect time during a visitor's journey on the website. This could be a special promotion that is triggered when the visitor's behavior matches a defined set of criteria. Action maps: Use action maps on specific web pages. Action maps are triggers and conditions that define logical steps or next steps in the customer journey.
User experience
Genesys Cloud places a high priority on user experience. Agents, supervisors, administrators, quality managers and workforce planners are equally important when it comes to user experience.
User experience
Genesys Cloud places a high priority on user experience. Agents, supervisors, administrators, quality managers and workforce planners are equally important when it comes to user experience.
User experience
- Get a colorful, feature-rich combination.
- Phone ringtones come with advanced settings, which include a sound on the laptop instead of the headset.
Management experience
- Support of the generic SAML protocol facilitates the sending of messages between systems.
- Microsoft Active Directory, OKTA and OneLogin SSO enable automated synchronization of user data between systems.
- Includes agent logout functionality by the administrator.
- Change the company display name for a Genesys Cloud organization from the organization settings of the administrator menu. This is an excellent option if you recently changed your name due to a merger or acquisition; it does not change the company ID or abbreviation.
Analytics
- IVR flow destination views provide insights into the outcome of each flow. Interaction views and flow destination views can be exported in CSV format.
- This new job API provides asynchronous requests for detailed records that previously limited the amount of data that could be accessed. It also allows larger volumes of data records to be incorporated into a job. In addition, it includes client attributes for different roles, such as architect or scripter.
- If desired, you can exclude short dropouts from service level calculations (currently only in beta).
- Improvements to the queue activity view allow you to see longer wait and interaction by media type and queue. In addition, you get more insight into what an agent is doing in an interaction, specifically call waiting or closing time after the call.
- Contact center managers can set the time format to HH:MM:SS:mmm when exporting data from a view containing duration columns.
Registration and quality management
- Assign evaluations by agent and by period. Agents will be notified when an evaluation is completed so they can review and comment on it.
- Better handling of repeat and delete evaluations improves the accuracy of evaluation analysis.
- New APIs enable bulk deletion of records.
Workforce management
- Schedulers can make generalized changes to the schedule, rather than editing individual agent schedules. Adding or copying agent activity to schedules makes it easier to modify schedules based on the impact of coverage. For example, select the copy agent activity type from the drop-down menu when inserting a new activity into a Schedule.
- Schedule individual or group activities according to the coverage impact. If multiple agents are involved, you can choose to insert the activity for the time the agents are available. For example, if a meeting is added from 14:00 to 15:00 and an agent's shift ends at 14:30, you can schedule the meeting for 30 minutes.
Telephony, unified communications and collaboration
These Genesys Cloud capabilities represent a major expansion of functionality and an advanced level of resiliency, giving more choices.
Telephony, unified communications and collaboration
These Genesys Cloud capabilities represent a major expansion of functionality and an advanced level of resiliency, giving more choices.
Unified communications
- Native fax send/receive function with fax-to-email, confirmation and auto-retry capabilities
- Advanced sound settings for phone tones, including a laptop sound instead of a headset