What is Genesys Cloud CX?
Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys Cloud CX (formerly Genesys Cloud) solution promises to make customer relationships simple. Built to handle any channel, the Genesys Cloud CX (formerly Genesys Cloud) platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.
The vendor aims to simplify the way you connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX (formerly Genesys Cloud) is a customizable all-in-one application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels. The vendor says their software deploys in days, is intuitive to use, and continually innovates with upgrades each week. Supported: Agent dashboard Enables agents to track and view their individual and team performance. Supported: Validate callers Authenticates inbound callers with a customer ID. Supported: Outbound response Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..). Supported: Call forwarding Forwarding of calls to the appropriate agents. Supported: Click-to-call (CTC) Allows one-click calling for agents. Supported: Warm transfer Allows current agent to speak with new agent before call is transferred. Supported: Predictive dialing Dials multiple numbers at once and connects the salesperson if a live speaker answers. Supported: Interactive voice response Pre-recorded greeting and menu options a customer can select from a telephone keypad. Supported: REST APIs Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform. Supported: Call scripts Providing agents with a predefined conversation script. Supported: Call tracking Enables agents and managers to see the origin of the call. Supported: Multichannel integration Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media Supported: CRM software integration Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions. Supported: Automatic speech recognition (ASR) Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software. Supported: Natural language processing for IVR Ability to offer conversational chatbots in the IVR. Supported: Communications forecasting Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity. Supported: Inbound call routing Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call. Supported: Omnichannel inbound routing Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call. Supported: Recording Record conversations to improve service quality by evaluating agent-customer interactions. Supported: Quality management Ability to monitor conversation content, administer evaluations, establish policies etc.. Supported: Call analytics Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc.. Supported: Historical reporting Ability to analyze long-term call patterns and trends such as peak call times and downtimes. Supported: Live reporting Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation. Supported: Customer surveys Allows agents to gather post-interaction feedback from customers on the communication channel of their choice. Supported: Customer interaction analytics The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns. Supported: Email Email capabilities. Supported: Voice (phone) Voice channel capabilities. Supported: VoIP Web-based voice softphone program. Supported: SMS/Text SMS/Text channel capabilities. Supported: Live chat channel Live chat channel capabilities. Supported: Co-browse Co-browsing capabilities. Supported: Screen-share Screen-sharing functionality. Supported: Social media channels Social media channel capabilities. Supported: Mobile applications Mobile app channel capabilities. Supported: Intelligent call routing Uses machine learning to connect calls to the correct agents based off previous interaction data. Supported: Chatbots Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues. Supported: Voice Routing Supported: Web Chat Supported: Email Response Supported: SMS Supported: Social Listening Supported: Unified Communications Supported: Softphone Supported: Workforce Scheduling Genesys Cloud CX Screenshots Genesys Cloud CX Integrations Genesys Cloud CX Competitors Genesys Cloud CX Technical Details
Deployment Types On-premise Operating Systems Windows, Mac Mobile Application Apple iOS, Android What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
How much does Genesys Cloud CX cost?
Genesys Cloud CX starts at $75.
What are Genesys Cloud CX's top competitors? What is Genesys Cloud CX's best feature?
Reviewers rate Click-to-call (CTC) highest, with a score of 9.6.
Who uses Genesys Cloud CX?
The most common users of Genesys Cloud CX are from Mid-sized Companies (51-1,000 employees) and the Telecommunications industry.