Genesys

Genesys, is a Customer Experience Platform, that empowers companies to create exceptional omnichannel experiences, journeys and relationships.The Genesys CX Platform ensures that the experience you deliver aligns with the expectations of your customer - and is journey appropriate. By more effectively matching the workload and the required staffing levels for each customer journey, you can deliver consistent service levels over all touchpoints, channels and interactions throughout your call center or contact center and back office. Genesys features the integration of backend solutions and is involved in conducting a seamless business experience. It features Improved Customer Experience and allows better business outcomes by employing techniques for continuous business improvement, end to end CX analytics and reporting insights. It specifies the right number of agents and supports scales easily. It accommodates seasonal requirements without causing customer delays. This feature of an automate routine transaction and several customer care interaction features reduce calls by automating connections and empowering customers with self-service options. It also specifies a fast response feature that prioritizes higher-value customer responses and increases customer retention. The interactive features that it boasts connect customers to the best agents over any channel. It also employs skill-based routing across all channels – ensuring that voice, chat and email requests are quickly assigned to the best equipped agent.

Premier Edition enables easy alignment and support of business objectives without the burden of managing hardware, software or telecom. Multi-Channel Planning allows multiple channels to communicate with organizations. It offers omnichannel functionality to accommodate different arrival and distribution patterns of email, chat or social media interactions. Employees Coaching feature improves the quality of customer interactions. It also increases retention and betters the overall customer experience. Skill training plans, based on one-size-fits-all planning, rather than individual skill sets offer the needed variety and flexibility for workers. Actionable Analytics improve the customer experience, employee quality, sales conversion rates. It also manages the compliance of customer info through highly accurate speech and text analytics. It automatically triggers workflow to schedule training, notify a supervisor or update an employee’s skill. Continuous Workforce Optimization is another feature that offers a complete suite of integrated workforce optimization capabilities. It accommodates omnichannel customer journeys and the multi-skilled, multi-channel workforce. It is built on the Customer Experience Platform and offers a high level of automation. It employs the use of shared application services. The services that it features include single user and skills database, interaction statistics and metadata, and schedule based routing for front and back office tasks.