With “experience” now standing as the ultimate tool for differentiation in the modern landscape, companies everywhere are investing in better ways to interact with customers. At the same time, vendors in the communication and contact centre landscapes are constantly innovating with new tools and platforms to suit the evolving world of service and support.
One of the market leaders in customer experience solutions, Genesys, announced its new approach to experience management in June of 2021. The Genesys DX platform, a standalone solution for digital customer engagement, promises companies an easier way to delight their audience. The solution leverages the CX expertise in Genesys products, along with a dynamic knowledge base and conversational AI.
The Genesys DX solution promises companies a fantastic strategy for moving customer experiences to the next level. Today, we’re going to take a closer look at what you can do with Genesys DX.
Genesys DX Review: Features
Supporting always-on engagement in the digital age, the Genesys DX environment is built explicitly for tech-driven communication through SMS, email, live chat, messaging, and more. You can connect with your customers on the channels they prefer, maintaining context in every email or Instagram message. With DX, companies get a comprehensive 360-degree view of all their customer touchpoints in one environment, with AI-powered insights included.
Genesys DX positions businesses of all sizes to win new customers and retain the loyalty of their existing clients, with an easy-to-use environment that empowers agents. The solution is also extremely easy to deploy, with a configuration process to get you up and running in no time. Features of Genesys CX include:
- Comprehensive knowledge platform with centralised insights for customers and agents
- Intuitive agent experiences with AI assistants capable of offering real-time info to reps
- Predictive and proactive outreach to instantly connect with website visitors using personalised messages
- Web messaging available 24/7 with asynchronous conversations and push notifications for customers
- Chat and voice bots with natural language understanding to grasp customer sentiment and intent
- Rich media omni-channel experiences across all channels, with image carousels, videos, and other interactive content
- Extensive insights and reporting tools to track the outcomes of your DX efforts
- Multiple APIs and tools for extending your environment, including interactions with leading tools
- AI solutions for automatic translation and immediate information surfacing in complex environments
- Conversation designer application for creating advanced self-service solutions
- Smart routing and agent smart advisors to ensure the right customer always reaches the correct person for the job
- Branded customer portal with FAQ and custom libraries
The Genesys DX environment empowers agents and supervisors in an environment where customer service is becoming increasingly digital. You can transfer files, access co-browsing tools, monitor your visitors in real-time, and even engage with them through video chat. Skills-based routing ensures your customers get to the right agent to tackle their queries, and robust reporting features help you keep track of your success.
Genesys DX Review: Features
Lately, customers have been spending more of their time on digital environments, accessing tools that offer fast solutions to problems and excellent levels of convenience. The Genesys DX environment allows companies to leverage this digital ecosystem with everything they need to track and understand the customer journey.