Ease of use and implementation

We currently utilise multiple channels with our Genesys Cloud environment, this includes both Digital and Voice. For our digital channels, we use a combination of chatbot and live chat for our sales departments. This integration has allowed a enhanced ability to reach prospects effortlessly this allowed them option for a call or chat, this was done all with a single platform. Previously, we relied on a different service for our digital chat channels, but once transitioning to an omnichannel platform with Genesys Cloud has not only saved us money but simplified our reporting process. In addition, we use voice services across our business, enabling our customers to connect with agents who are specialized in addressing their specific queries, this is integrated into our CRM platform that will attempt to reach their case owner.

We found that the knowledge base articles to be update to date.
We tend to find answers from Genesys KB, but also can leverage the community, dev forums as well as github

Migrating to Genesys Cloud has significantly enhanced our contact centre operations via its ease of use and scalability. Genesys AI facilitated a smooth data migration and enabled efficient omnichannel integration.