Administrators
The system requirements detail the browsers, operating systems, hardware, and other components supported by Genesys Cloud.
Account Settings allows administrators to view current and historical Genesys Cloud usage information, including users, devices and resources, as well as access advanced administrative settings for your Genesys Cloud organization.
Architect allows administrators and contact center managers to link together predefined operations to create simple or sophisticated menu applications. Use it to play audio, route interactions to agents, queues, voicemail, external numbers, or other flows. Incorporate advanced features such as non-menu digit collection, data dips, conditional logic, and expression editing.
Genesys Cloud offers voice and chat bot integrations for use in Architect interaction flows. Administrators can use any text-to-speech provider that is available in Architect flows for use with their installed bot integrations. For more information, see About text-to-speech (TTS) integrations.
Genesys Cloud is an extensible customer experience platform, offering an array of third-party applications to expand capabilities through a Bring Your Own Technology services model.
Co-browse allows your agents to see and interact with a customer’s view of your website. Genesys Cloud supports co-browse for web messaging and web chat.
Learn about contact center management, from skills, queues, wrap-up codes, routing, canned responses, analytics, and agent assist.
Use Directory features to manage groups, work teams, locations, profiles, and external contacts.
This information is for persons who set up and administer Documents.
Organizations can use the email channel of digital interaction to trigger outbound emails and to receive inbound email interactions. The outbound emails can be used for campaign management or to trigger agentless email notifications.
Genesys Cloud Voice is an Internet-based telephony service that you can activate for use with your Genesys Cloud organization. It provides public telephony access to any Genesys Cloud services to which you subscribe, such as Communicate or the Genesys Cloud call center.
Genesys Cloud integrations connect Genesys Cloud with other tools, systems, services, and applications.
ACD (automatic call distribution) is the contact center art and science of getting the right call to the right person as quickly as possible. Genesys Cloud ACD dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent.
The knowledge workbench allows a knowledge author to create and manage knowledge articles, fine-tune the search process, and view the performance of knowledge bases. Knowledge bases are sets of predefined knowledge articles that respond to queries by customers. To access this feature, make sure that you have access to Genesys Dialog Engine Bot Flows.
Genesys Cloud messaging enables agents to respond to customer interactions from various asynchronous messaging channels, including third-party messaging platforms, inbound SMS, Genesys Cloud web messaging, and open messaging. Messaging interactions look, feel, and operate like other Genesys Cloud ACD interaction types.
Reach out to prospects and customers by running outbound dialing and digital campaigns that contact lists of people in accordance with programmable rules.
Learn how to add people to your organization, edit profiles, assign roles and permissions, manage pairings between organizations, and use divisions to separate and group configuration objects. Permissions allow users to do various tasks, such as create groups, set up integrations, and supervise contact center activity.
Provide agents in your organization with the tools and motivation to improve their performance with development and feedback training modules and gamification.
View detailed and overall metrics on API usage and in turn reduce unnecessary API calls and subscription charges. Future releases will provide additional platform usage metrics.
You can use web messaging or web chat with Predictive Engagement. However, we encourage you to use web messaging to replace web chat.
Quality management allows managers to record and evaluate agents and interactions to improve the contact center experience. Managers can also coach agents to improve agent performance.
Genesys Cloud supports call recording and screen recording.
Managers, supervisors, and agents can use dynamic views, dashboards, and reports to see contact center performance and metrics.
Routing includes the set of features that administrators use to set up Genesys Cloud routing. Use routing features to create schedules, configure call and message routing, plan for emergencies, and store data locally in data tables for use in Architect.
Screen share lets users share an application or the entire desktop with agents during an interaction.
Script designers create instructions, called scripts, to help agents process interactions.
Speech and text analytics enables you to gain insights into customer-agent conversations through sentiment analysis, and topic trends. These insights highlight areas of improvement, recognition, and concern, to better understand and serve customers and employees. Speech and text analytics features provide automated speech and text analytics capabilities on 100% of interactions to provide deep insight into customer-agent conversations.
Telephony is the set of features that administrators use to set up Genesys Cloud communications. Genesys Cloud offers three telephony connection options to provide convenience and flexibility. Simplify your implementation by using Genesys Cloud Voice, a comprehensive contact center solution that includes telephony service provided by Genesys. For additional interoperability between Genesys Cloud and third-party devices, or to retain your existing carrier service, choose a Bring Your Own Carrier (BYOC) option.
A trigger is a resource within Genesys Cloud that allows customers to configure a reaction to specific events that occur within Genesys Cloud.
Web surveys allow you to invite a customer to provide feedback about a previous interaction with your contact center. After an interaction, Genesys Cloud sends the customer an invitation email containing a link to the survey. Complete three main procedures to send web surveys: Create the survey form, set up the survey invite flow in Architect, and create a policy to send the survey to customers.
With the widgets, your customers can chat with your contact center agents directly from your website. Depending on the widget type you select, you can also use features such as Predictive Engagement, user authentication, and enhanced user interface configuration. Create a web chat implementation in two steps: Create a widget in Genesys Cloud, and then add code to your website.
With its Workforce Engagement Management (WEM) offering, Genesys provides a comprehensive workforce optimization solution that simplifies the agent experience and helps organizations drive results and employee satisfaction with capabilities such as call recording, screen recording, quality management, performance management, speech and text analytics, and workforce management.
With workforce management, you can configure business units, management units, service goal templates, planning groups, activity codes, and work plans. You can set up and build forecasts. You can build blank or load-based schedules, manage real-time and historical adherence, view and manage intraday monitoring, and manage agent schedules and time-off requests.
