Genesys Cloud CX Software

Speech-enabled IVR Empower your customers to quickly resolve issues with a speech-enabled IVR system. By incorporating Natural Language Understanding (NLU), your system allows customers to interact in a way that feels intuitive and natural. Voicebots Streamline your customer journeys with versatile conversational voicebots that seamlessly transition across various interactions and channels. Efficiently manage, integrate, and coordinate any bot activity across phone, web chat, mobile messaging, and smart speakers. Chatbots Provide customers with round-the-clock self-service support using AI-powered chatbots. These bots enhance efficiency by handling tasks across any digital channel and can smoothly transition interactions to a live agent, maintaining the conversational context throughout.

Web messaging Swiftly address any customer issue with web chat, which empowers your agents to respond instantly or proactively intervene if a transaction falters. Seamlessly switch from a self-service chatbot to a live agent, maintaining complete interaction and customer context throughout the process. Email Incorporate email into your seamless omnichannel experience. Establish suitable automatic responses and direct emails to the appropriate agent group through content analysis-based routing. SMS messaging Offer SMS as a means for your customers to get support, and allow your agents to handle SMS interactions from the same interface that handles all other channels. Social media Engage with your customers on the popular platforms they frequent. Integrate your brand’s social media interactions into the same interface used by agents for handling calls and chats, ensuring messages are directed to the appropriate agents for swift responses.

Inbound voice routing (ACD) Inbound voice leverages your company's established business priorities to categorize and prioritize interactions. This improves your capacity to fulfill your SLAs for all voice communications, eliminating the need for intricate routing strategies or additional resources. Voicemail Get email alerts for new messages, personalize your greetings, and benefit from multi-language support with agent and group voicemail. Callback When your contact center is experiencing high call volumes, employ IVR to provide callers with a callback option while preserving their place in the queue. Offering immediate or scheduled callbacks removes the necessity for customers to wait on hold to connect with an agent, thereby enhancing customer satisfaction. Predictive routing Guarantee that each customer interaction is directed to the most suitable available agent. Utilizing Genesys AI, predictive routing constantly analyzes real-time data to forecast outcomes, effectively matching customers with the ideal agent while optimizing key contact center KPIs.

Outbound campaigns Generate enduring opportunities and reduce the number of inbound calls to your contact center with straightforward outbound campaigns. Deliver highly personalized, timely, and relevant notifications across your customers’ preferred channels. Inbound/outbound blending Genesys outbound software facilitates blended agents by integrating inbound and outbound calls either to a specific group of agents or across all agents. This strategy enhances agent utilization, shortens overall call wait times, and balances the call volume. Proactive notifications Proactively engage in a timely, personalized, and context-aware manner. Simplify the process for your customers by employing predictive dialling to accurately target the right individuals and streamline interactions. Utilize automated notifications to save time and consistently keep customers informed.

Anywhere access Provide your remote agents and globally distributed teams with a contemporary, integrated communications solution through Genesys Cloud CX. This platform ensures that your teams are not limited by geographical location or specific hardware. The web-based unified communications solution, along with a softphone and native mobile apps, keeps your workforce connected, well-equipped, and actively engaged, regardless of their location. Business communications The Genesys Cloud CX solution effortlessly links contact center users, business users, vendors, partners, and customers, facilitating unified communications across your organization. This integration leads to quicker agent response times and enhances business outcomes. Agent collaboration Collaboration tools provide teams with unified access to various communication channels through a single application, available on any device. Agents can utilize video, softphone capabilities, screen sharing, persistent chat channels, detailed employee profiles, and document management, all integrated into one comprehensive solution.

Anywhere access Equip your remote agents and globally distributed teams with a cutting-edge, integrated communications solution through Genesys Cloud CX. This platform liberates your teams from the constraints of location and hardware. Featuring a web-based unified communications system, softphone, and native mobile apps, it ensures your workforce remains connected, well-equipped, and actively engaged, regardless of their physical location. Agent collaboration Collaboration tools enable teams to access various communication channels through a single application, compatible with any device. Agents have the capability to utilize video, softphone functions, screen sharing, continuous chat channels, comprehensive employee profiles, and document management—all consolidated into one integrated solution.

Performance dashboards Real-time analytics and up-to-the-minute dashboards deliver the essential information required to manage your contact center across various teams and channels. Customize these dashboards to suit your specific needs and enable immediate responses to developing situations. Historical reporting Maintain a historical record throughout your call center and generate reports to monitor and analyze service levels, call durations, resolution rates, customer satisfaction, and other key performance indicators. Real-time and historical views Integrate real-time and historical data to enhance visibility. Organize and search data by customer or interaction, and achieve deeper insights with customized and uniform reporting that provides a clear understanding of your data.

Salesforce integration Utilize our Salesforce Connector to provide a user-friendly agent interface that includes all required softphone functionality, plus the ability to invoke Salesforce workflows and background tasks. It can also automatically store a wide range of interaction data within Salesforce for in-depth agent and management insight. For clients with multiple CRM systems, our Salesforce Connector is based upon a unique “Multi-Connector” design, which enables our team to integrate other CRM systems as well. AppFoundry Marketplace Explore the Genesys AppFoundry Marketplace to discover and swiftly deploy over 350 third-party apps. Find all the tools necessary to expand and improve your Genesys Cloud CX solution, from straightforward CRM integrations to innovative uses of AI and automation.