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Genesys Cloud CX
AI-Powered Experience Orchestration Platform

Genesys Cloud CX
Paid
From 75$

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Genesys Cloud CX

What is Genesys Cloud CX?

Genesys Cloud CX offers a comprehensive suite of tools designed to optimize customer and employee experiences. This all-in-one platform leverages intelligent automation and embedded AI to improve efficiency, connect seamlessly across various communication channels (including voice and digital), and empower businesses to deliver personalized interactions.

The platform helps to improve connection across different data points to offer better customer journey. Enhance workforce engagement with AI-driven tools that simplify management, improving employee productivity and satisfaction.

Features

  • AI and Automation: Purpose-built AI for easy deployment, control, and optimization.
  • Omnichannel Routing: Seamlessly connect with customers on any channel, including voice and digital.
  • Workforce Engagement Management: Unlock employee potential with built-in AI that simplifies management.
  • Customer Journey Management: Connect data to orchestrate and optimize end-to-end customer experiences.
  • Predictive Engagement: Proactively engage with costumers.
  • Predictive Routing: Optimize routing strategies.
  • Agent Copilot: Provides assistance to agent.
  • Speech and Text Analytics: Get insight from speech and text analytics.

Use Cases

  • Improving customer satisfaction and loyalty.
  • Enhancing employee productivity and retention.
  • Optimizing contact center operations.
  • Personalizing customer interactions.
  • Streamlining communication across multiple channels.
  • Unifying customer data for a holistic view.
  • Proactive customer support.

FAQs

  • What’s the difference between named users and concurrent users?
    A named user may use Genesys Cloud at any time. Concurrent users may use Genesys Cloud simultaneously during a given billing period. Genesys Cloud supports both named user and concurrent user license models, but they may not be mixed.
  • Do I have to pay for a higher tier if only some of my users need the added functionality?
    Genesys provides flexible options. A variety of add-ons are available for Genesys Cloud CX 1 and Genesys Cloud CX 2 customers to extend certain capabilities to a subset of users.
  • What carrier options are available with Genesys Cloud?
    Customers may consume Genesys Cloud Voice services or bring their own carrier (BYOC). A monthly allotment of BYOC minutes is provided at no additional charge.

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