Genesys CX is fantastic

We support a contact call center. Handling thousands of calls, emails, and workitems each day. This application is the core of our contact center business. My team supports and enhances Genesys and shapes it into a way that matches the business needs at the time which seem to be ever changing based on line of business / department.

Genesys KM ensures that all customer-facing channels—like chatbots, IVRs, agent desktops, and self-service portals—pull from the same source of truth. This consistency:Reduces misinformationImproves customer trustSpeeds up issue resolutionPowering AI and Bots for AutomationGenesys integrates its KM with AI-powered bots (like Genesys Dialog Engine or third-party bots), enabling them to:Understand customer intent using natural language processing (NLP)Retrieve relevant answers from the knowledge baseGuide customers through processes (e.g., troubleshooting, account updates)This reduces the need for human intervention in routine queries. Intelligent Search and RecommendationsThe KM system uses AI to:Suggest contextual answers based on customer history and behaviorProvide auto-suggestions as users type queriesRecommend next-best actions for agents and botsThis enhances both self-service and agent-assisted interactions.Continuous Learning and OptimizationGenesys KM includes analytics that track:Which articles are most/least helpfulWhere customers drop off in self-serviceWhat new content is neededThis feedback loop helps you continuously improve the knowledge base and automation flows.Empowering Agents for Assisted ServiceEven when automation hands off to a live agent, KM:Surfaces relevant knowledge articles in real timeReduces average handle time (AHT)Improves first contact resolution (FCR)This ensures a seamless transition from self-service to assisted service.

This has made the data migration process pretty simple. The scalability as well is far more seamless than when we were on Prem.