About Genesys Cloud CX
The Genesys Cloud CX 1, Genesys Cloud CX 2, and Genesys Cloud CX 3 subscriptions allow users to handle any voice and digital interaction with ease and solve customer problems faster. You can connect employee journeys with customer journeys to deliver exceptional experiences. Each subscription contains all the essentials you need in a single package.
Understand Genesys Cloud CX
Learn about the features that Genesys Cloud CX 1, Genesys Cloud CX 2, and Genesys Cloud CX 3 offer and see how they compare with Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital.
The Genesys Cloud routing features allow you to create schedules, configure call and message routing, plan for emergencies, and store data locally in data tables for use in Architect. Predictive routing enables you to use machine learning to optimize your key performance indicators (KPIs) by matching each interaction with the available agent that is best able to handle it.
- Speech-enabled IVR (routing and predictive routing)
- Voicebots and chatbots
Genesys Cloud allows your agents to chat and instantly share ideas with people inside your organization; send and receive emails and SMS messages; respond to respond to customer interactions from various asynchronous messaging channels. Agents can see and interact with a customer’s view of your website and customers can share an application or the entire desktop with agents during an interaction.
Architect helps route interactions to agents, queues, voicemail, external numbers, or other flows. Callbacks provide assistance for busy agents and provide an extra level of service to customers who encounter wait times.
Reach out to prospects and customers by running outbound dialing and digital campaigns that contact lists of people in accordance with programmable rules.
Use a comprehensive set of unified communication, quality management, workforce management, employee performance and engagement management, and analytics tools to manage your workforce efficiently and improve their performance and in turn improve your contact center experience. Provide agents in your organization with the tools and motivation to improve their performance with development and feedback training modules and gamification.
Discover, research, and connect with a broad range of customer service applications, integrations, and services that address your unique needs in AppFoundry. Use the Genesys Cloud Platform API to control all aspects of your Genesys Cloud environment.
Managers, supervisors, and agents can use dynamic views, dashboards, and reports to see contact center performance and metrics.