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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.
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.
The business functions that are represented in Genesys Cloud are Sales, Customer Care, Credit, and IT. These teams take calls, chats, texts, and e-mails when using Genesys Cloud. Currently we are utilizing Genesys for our chat bot needs that assists customers with questions and self help options 24/7. We utilize an outbound dialer to reach out to customers as well.
Most teams work through these features of Genesys while it has many more features to showcase, however, I am writing my own experience with the system Contact center Collaboration - External Collaboration - Internal Daily Messaging and Voice Calls I see connecting with caller for achieving business info could be the most useful function for business users.
Interaction routing and management; analytics and reporting; real-time monitoring; quality assurance, etc. We rely on Genesys to handle the majority of incoming interactions to our Org. Certainly, Genesys Cloud is capable of handling as much as we can throw at it. It's adaptive, enabling, and can devise almost anything you can think of in terms of architecture, routing, even utilizing it for an Omni-channel model.