A tool designed for manage both customer and employee experience. This is a platform for suitable for companies that have multinational location presence. The features include Agent dashboard, Outbound response, Interactive voice response, Multichannel integration, CRM software integration and Automatic speech recognition (ASR). The other features include Workforce Optimization (WFO) Features, Customer interaction analytics, Omnichannel support Features, Predictive Analytics Features and Intelligent call routing.
Newer Innovations in the Genesys
The latest version of Genesys supports features like Digital AI and cloud converging, Genesys AI for frictionless AI management, AI management, Accelerated time-to-value,Marketing,sales and service with Altocloud enhancements, Enrich CX with expanded support for messaging and bots, new real-time analytics and visualization, advanced API engagement and Genesys AppFoundry.
Why we use Genesys
Genesys is a smooth and seamless platform across multiple interactions. It is a cost-effective IVR platform. It offers the best contact center through Omni channel solution. It is the most efficient tool for scheduling, forecasting and reporting
Industry positive comments
Some of the positive feedbacks are it is easy to create a campaign or configure. It creates a dynamic customer experience. It offers real-time queue and agent monitoring. It is easier to manage routing and reporting. It has the ability of adding different dashboards to the screen.
The area that needs improvement is the need to initiate tickets to clients. Need to make it easier to create CCPulse dashboards. It could have more automated actions. Need Workforce Management to be HTML5 enabled. Requires an improved toolsets for trouble-shooting and performance monitoring.
Similar Products in the industry
Some of the similar search products in the industry are Genesys PureConnect, Talkdesk, Genesys PureCloud, NICEin Contact, UJET, 3CX, Aspect Workforce Management, Avaya Aura, Fuze,SAP Contact Center, CallMiner Eureka.