Genesys Cloud - March 20, 2019

Contact center

Web-based surveys

Contact center managers can now create and send web-based surveys to customers after a voice, chat, email, or message interaction. Managers can see survey results through analytics views to gain more information about customer satisfaction. For more information, see About web surveys.

Filter interaction history

Agents can now filter an external contact’s interaction history by interaction type, interaction direction, and survey completion. For more information, see View the interaction history for a contact.

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.