GENESYS CONTACT CENTER SOLUTION
CONTACT CENTER SOLUTION INDEX
Omni-Channel Cloud Contact Center Solution
Top vendor
OVERVIEW
Founded in 1990, Genesys is focused on providing all-in-one cloud-based contact center solutions for remote contact centers. Genesys is the leading provider of customer experience, supporting customers to maximize their brand value with a portfolio that covers both online and offline customer contacts.
In particular, Genesys Cloud CX, which was introduced in 2015, has been steadily increasing its subscriber, while adding incorporating AI and other advanced technologies on its basis. Genesys Cloud CX can be deployed quickly with its simple structure and beneficial support from an experienced team.
KEY FEATURES Here are two key features of Genesys Cloud CX:.
- 01. All-in-One CX Platforms
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Genesys Cloud CX has all you need for UC/CC such as Routing, Reporting, Omni-Channel Call Recording, and Screen Sharing.
- 02.Strategic Innovation CX Platforms
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Genesys Cloud CX delivers one-stop a variety of functions required CX and releases these latest CX features weekly.
MAIN FUNCTION Learn about the main functions of Genesys Cloud CX.
Genesys Cloud CX offers a variety of essential features for contact centers.
- Sharing the same web screen
- Typing assist
- Various functions associated with digital channels
- The Customer Journey Analysis on the customer's website
- Offering the best response based on analysis
- Questionnaire to get Net Promoter Score
- Quality management of operator’s response
- Call volume prediction using AI
- Workforce Engagement Capabilities
Voice/digital channels(LINE, Facebook, Twitter,etc)
Screen sharing and・typing assist
Customer Journey Analysis
Call recording and screen recording
Quality Management of・Customer Service
Customer survey
CRM Integration
Security
Self-service
Report
Call volume prediction,Operator schedule management
Application Ecosystem
The key features lead to improve CX.
CX Improvements – Dialogue Support
A single tool covers all communications such as omni-channel support, outbound support, and historical management. It also includes a talk script function and a simple FAQ function to make customer service flexible.
CX Improvements – In-Center Communication
Genesys Cloud CX has a chat function to communicate in-center. It can be used for group chat, support communication between SV and agents, and announcement from SV to agents.
The features improving EX.
Realtime monitoring
Standard dashboard function for managing whole contact center performance. The response rate of the entire operator, the number of the call waiting, the maximum waiting time, etc. can be managed from a glance.
Historical reporting
Performance of each job/agent can be immediately output on the screen. The reporting period can be switched immediately to improve the efficiency of analysis operations. The reports can be exported as CSV files and used on company’s own report formats.
