Customer Self-ServiceSpeech-enabled IVR, voicebots and chatbots give customers 24/7 access and seamless transition to agents as needed. Manage, unify and orchestrate across calls, webchat, mobile messaging and more. |
Digital ChannelsChat, email and messaging apps enable fast response and action as needed. Context and interaction are preserved, with easy transition to live agent as needed. Co-browse and screen share let agents see what customers see. |
Inbound RoutingSkill and cost-based routing improve efficiency and call resolution. Callbacks offer convenience to callers and reduce cost. Automate workload distribution and integrate with key systems for faster, better service. |
Outbound CampaignsOutbound dialer with built-in campaign management, inbound/outbound call management for blended agents, and proactive notifications via voice or messaging for timely, personalized, compliant, and efficient notices. |
Workforce EngagementEmployee performance, resource, and quality management for better engagement and service levels. Increases speed to competeny, leverages AI, and supports high quality interactions. |
Reporting + AnalyticsStandard and customized reports on KPIs with visualization, dashboards, and real-time and historical views. |
Integrations + AppsCRM integrations including Salesforce and Microsoft Dynamics 365, plus AppFoundry Marketplace solutions, and APIs for rapid application development. |
AI-Optimized OperationsAI-powered bots, predictive routing, and predictive engagement demonstrate the value of AI in customer experience. Render bots across all channels. Optimize agent-to-customer match for routing. |
Applying AI helps your business and customers connect, communicate and develop a relationship. With the power of Genesys AI — incorporating data integration, analytics and machine learning — you can personalize and continually improve customer engagements.
Whether you want to add new digital channels or get the most from channels you’ve already deployed, this ebook details five steps you can take on your journey to master digital engagement.