Streamlining Customer Experiences: GCCX

We use Genesys Cloud CX for Contact Center Management, Reporting & Analytics. Our acentric requirement is Improved Customer Service & Agent Utilization; basically do more in less. Genesys Cloud CX helps us achieve through its flexibility & adapts to our changing business needs, making it suitable for our dynamic & multi-client environments. The scope actually depends on our customers - some use it for Contact Center operations however other integrate it with several other applications & systems e.g. CRM etc. We provide every service that Genesys Cloud CX can be used for.

Genesys Cloud CX chatbots & self-service interface works well with knowledge-base, reducing our agent engagement. Customer mostly gets answers to his query through self-service portals & automated features. Chatbots leverage KB management to provide accurate information & related responses to our customers. We utilize contextual response, feedback loops & surveys which helps us to further improve our services. Automations basically reduces the need for agent involvement, therefore agents can perform better jobs & serve the customer in a better way.

Genesys Cloud CX at some levels utilizes AI be it voice, chat or other digital medium it is serving our customer in. Multi-channel integration across all our services helps us enhance overall user experience. The overall solution is scalable without effort. Forecasting and predictive routing are two most common features which we mostly use & take benefits from. Genesys Cloud CX has intuitive design & interface which ensures smooth transition for agent & administrators.