Genesys
– Genesys Multicloud CX
About Genesys
Genesys powers more than 25 billion of the world’s best customer experiences every year.
Great customer experience drives great business outcomes. More than 11,000 companies in over 100 countries trust Genesys. That’s how we became the industry’s #1 customer experience platform. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel and deliver empathy at every touchpoint, while also improving employee productivity and engagement.
About Genesys Multicloud CX
Genesys Multicloud CX is built to deliver world-class digital and voice experiences across marketing, sales and customer service for all size enterprises, especially the largest and most sophisticated.
It delivers seamless customer and employee journeys across all customer engagement channels. AI and machine learning powered, producing superior experiences and digital transformation at scale. Available entirely from the cloud or in combination with on-premise deployments.
- ACD
- Multiple Skill Groups Supported
- Supervisors Can Log Out Agents Remotely
- Listen and Monitor Agent Conversations
- Multiple Announcements and Music Treatment Provided
- Skill Based Routing
- CTI
- Multisite Routing
- Queue Optimization
- Abandoned Call Recovery
- Screen Pop
- DeskTop Integration
- Dialer
- Outbound Dialer
- Preview Dialer
- Predictive Dialer
- Answering machine detection
- Proactive outbound
- Call Compliance US
- Call Compliance Canada
- Call Complinace Other
- Outbound Multi Channel Engagement
- IVR
- Accurate prediction of expected wait time in queue
- Natural languge speech recognition?
- IVR and Channel Testing
- Load Testing
- Intelligent Virtual Agent (IVA) assistance
- Automatic Callback
- Visual IVR
- Customer Preference And Behavior Based Menus
- Speech Recognition
- Text-to-speech (TTS)
- Speaker Verification
- Seamless Transfer of customer information from self-service to agent
- Universal Queueing
- Real Time Reporting
- Virtual CallBack
- Multi Channel Virtual Callback
- Social Media
- Social Media Monitoring
- Threading of Messages
- Social Media Workflow
- Video
- Multi-channel - Omni Channel
- Unified contact channels
- Unified blending
- Unified Administration
- Unified Routing
- Unified Reporting
- eMail Management
- Unified Comminications
- WEB Capability
- Web Chat Capability
- Web Co-browsing/screen sharing
- Web Virtual Assistance
- Web Click-to-Call
- Web Self - Service
- Web Callback
- WebRTC
- Analtyics
- Desktop Analytics
- Big Data Analytics
- Data Driven Design
- Workforce Management
- Workforce Scheduler
- Intraday management
- Reforecast based on intraday management
- Automated Workflows
- Support Languages
- Multi Site Virtual Contact Center
- Centralized Administration for Multi Site
- Access by Individual User
- The Solution Maintains an Audit Trail
- Multi Channel Forecasting
- Allow for Outbound Forecasting
- Account for Holidays, Seasonality
- Number of Weeks solution can be scheduled ahead of time
- Support Split shifts
- Support Agent Preferences/bidding
- Allow manual manipulation and editing
- Strategic what - if scheduling
- Long-term forecasting and planning
- Unlimited months forecasted
- Long-term budget planning
- Track and Support historical agent adherence
- Track and Support real-time agent adherence
- Performance Management
- Provide Performance Management Scorecard
- Implement targets to groups/functions
- Compare employee performance against peers
- Link Objectives to targets/rewards
- Help identify strengths and weaknesses
- Track individuals training requirement
- Link specific areas of skill development
- Quality Monitoring
- Real-time monitoring of voice and screen
- Web interface
- Schedule for call recording
- Playback for any LAN/WAN workstation
- Speech Analytics
- Analytics based on keywords or phrases
- Screen Playback synchronized with audio
- Instantaneous call retrieval
- Flexible rules editor
- VoiP recording
- Voice and screen saved in standard file formats
- Calls automatically routed to evaluators
- Search for call on Ad hoc basis
- Efficiency in filling out forms
- Integrated Reporting
- Multi-site Recording
- Screen Recording
- Virtual Contact Center Recording
- Open Source Recording
- Compliance monitoring
- Language Capabilities
- Multi Language Capabilities
- Multi Language Machine Translation
- Multi Lingual text analysis