Genesys Cloud

genesys.com

Manytools

Live Chat Software

Genesys Cloud

genesys.com

Experience superior customer service with Genesys Cloud CX. An innovative contact centre software that offers omnichannel customer journeys, AI-infused service delivery, advanced analytics, and easy integrations. Improve customer relationships and drive growth effectively.

Popularity

1% people use it

Features

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Automated Response

Respond to common requests with a standard reply

Customization

Allows users to customize chat colors, text, logos, and branding.

Email to Case

The ability for customer service agents to communicate via email and email conversations is automatically tracked in tickets.

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Automated Response

Respond to common requests with a standard reply

Customization

Allows users to customize chat colors, text, logos, and branding.

Email to Case

The ability for customer service agents to communicate via email and email conversations is automatically tracked in tickets.

Integration

Integrates with other customer service software to improve support and enhance functionality.

Knowledge Base

Provides a repository of information that can be used by those seeking support.

Live chat

Provide tools for live chat on one's website.

Live Chat Support

The ability for customer service agents to communicate with customers via live chat to solve problems live.

Voice

Make and receive calls directly in the application. Track and record calls for analysis.

Workflow

Route tickets based on values of fields, changes to ticket status, and time based conditions

Free

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Revolutionizing Customer Interactions with Genesys Cloud CX

Enter the realm of superlative customer service experiences with Genesys Cloud CX, where innovation meets versatility. This contact centre software reimagines traditional customer relationships, crafting exceptional, enduring connections. Allowing organizations of various types to deliver omnichannel customer journeys smoothly, the customizability and adaptability of this software stands out. It is end-user friendly and caters to a variety of communication channels, be it social media, chat, email, messaging apps, SMS, or voice. The interactive voice response (IVR), voicebot, and chatbot self-service are particularly intriguing features that underpin the software's emphasis on flexibility and customer ease-of-access.

Technological Sophistication and User Support

Genesys Cloud CX brings an unprecedented amalgamation of superlative features and cutting-edge technology to the table. The service automation capabilities of this digital tool, from intuitive chatbots and voicebots to third-party integrations, render it a tech enthusiast's delight. It is extremely easy to design, configure, and manage applications with an intuitive web-based drag-and-drop interface. The blending of AI with live agents for seamless service delivery further adds to the uniqueness of this software. The IVR customization and personalized routing options accentuate the core principle of customer-centricity that Genesys Cloud CX stands for.

Monetizing Customer Engagement and Workforce Management

The machine learning powered digital sales module facilitates swift and efficient lead conversion. Tracking the online journey of a prospect, managing outbound dialling and campaigns, and engaging potential customers at the right moment, Genesys Cloud CX offers a comprehensive, future-proof solution that any growth-oriented organization would covet. In addition, it extends capabilities to cater to essential tasks such as interaction recording, screen recording, AI-driven forecasting, and scheduling. The provision for knowledge management, surveys, and gamification all contribute to ensure workforce engagement and management, while also complying with industry standards.

All-encompassing Solution for Advanced Analytics and Integrations

In an era driven by data, Genesys Cloud CX offers robust, in-depth reporting and analytics capabilities to collate and analyze journey data. With its detailed real-time and historical reporting, supervisor and agent dashboards, and customer-journey analytics, this tool sheds light on customer engagement trends. The integration of Genesys Cloud CX with various third-party PBX, CRM, and workforce management systems, coupled with ready-to-use apps from Genesys AppFoundry, further solidifies it as a powerful, all-in-one solution. Genesys Cloud CX is highly recommended for businesses looking for a dynamic, feature-rich contact centre solution that can foster meaningful customer relationships and catalyze growth.

Pros & Cons

Pros

Genesys Cloud CX offers all-in-one contact centre, workforce optimisation and business communication.

Built-in AI enables more effective lead capture, qualification, engagement, and conversion.

Comprehensive reporting and analytics allow for real-time insights and future planning.

The platform offers seamless integration with third-party PBX, CRM and workforce management systems.

Advanced features include automated routing, interactive voice response, and omnichannel support.

Cons

The wide range of features might result in a steep learning curve for some users.

Advanced analytics and machine learning features may be too sophisticated for smaller businesses or teams.

Prospects of customization may require a thorough understanding of customer journey and user behavior.

Being an all-in-one platform, it may have features that are not necessarily required for every business.

Pricing information and costs are not mentioned, which may not be budget-friendly for startups or small businesses.

Frequently Asked Questions

Find answers to the most asked questions below.

What is Genesys Cloud CX?

Genesys Cloud CX is an all-in-one contact center software solution, designed to create exceptional customer relationships and fuel future growth. It provides a range of features including automated routing and distribution, Omnichannel support, service automation, digital sales, workforce management, and built-in unified communications.

How does Genesys Cloud CX support the customer journey?

Organisations can deliver seamless omnichannel customer journeys that build lasting relationships by using Genesys Cloud CX. Contact options include social media, chat, email, messaging apps, SMS, and voice, with functionality for co-browsing and screen sharing. Automated routing, personalised routing, interactive voice response (IVR), and blended AI combining bots and live agents, all work together to provide a seamless customer experience.

How does Genesys Cloud CX assist in digital sales and lead conversion?

Genesys Cloud CX uses the power of machine learning to capture, qualify, engage, and convert leads faster and more effectively. It supports outbound dialing and campaign management, online prospect-journey tracking, engaging prospects at the optimal moment, personalised routing, and active journey shaping.

What features does Genesys Cloud CX offer for workforce management?

Genesys Cloud CX provides tools to reduce attrition, improve employee skills and knowledge, and drive better performance. These include interaction recording, screen recording, quality management, AI-powered forecasting and scheduling, knowledge management, surveys, and gamification.

How does reporting and analytics work in Genesys Cloud CX?

With Genesys Cloud CX, you can collect and analyze contextual journey data across all interactions for real-time insights. It offers speech and text analytics, real-time and historical reporting, supervisor and agent dashboards, customer journey analytics, IVR reporting and trend analysis dashboards.

What kind of applications and integrations does Genesys Cloud CX offer?

Genesys Cloud CX offers integration with third-party PBX, CRM, and workforce management systems. You can also use click-to-try and click-to-buy apps from the Genesys AppFoundry to add new tools and functionalities. Additionally, it allows for integration with popular CRM systems.