The customer journey is growing increasingly complex, with more communication channels to consider, higher expectations and endlessly changing trends. The bigger your business or enterprise, the more complicated the customer experience ecosystem becomes, often growing to form a unique ecosystem of cloud tools, on-premises technologies, and bespoke services.
Genesys Multicloud CX promises leading global brands a way to simplify the ever-mutating CX landscape, with a straightforward system. You can deploy your Multicloud solution however you choose, with a range of cloud vendors, public or private cloud models, and on-premises ecosystems for greater flexibility and control.
At the same time, Genesys Multicloud CX includes access to transformational services and support from a comprehensive team of professionals every step of the way. Here’s what you need to know about the Genesys Multicloud CX environment.
Genesys Multicloud CX Review: Features
Built to make complex CX environments simpler, the Genesys Multicloud CX environment adapts to fit your business, CX ecosystem and cloud environment, with plenty of professional support along the way. Genesys Multicloud CX allows business leaders to align the partners, technology, and services they need to create the ultimate CX experience. You can even get help with various stages of transformation, from mapping systems and journeys to showcasing success.
As a comprehensive solution for customer service, Genesys Multicloud CX offers everything an evolving business might need to support its target audience. You’ll even have access to AI-optimised operations with AI-powered bots, self-service, and predictive routines. Features of Genesys Multicloud CX include:
- AI-powered bots for web and mobile use
- Predictive routing to drive revenue
- Predictive engagement to help track customer behaviour
- Proactive security for complete peace of mind
- Comprehensive risk management
- Industry compliance to the highest standards
- Speech-enabled IVR
- Voice bots and chatbots for customer service
- Chat, email, and SMS messaging
- Skill and cost-based routing
- Call-back functionality
- Workload distribution
- Workforce engagement
- Interaction recording and analytics
- Resource management
- Integration and apps with the AppFoundry marketplace
- CRM integrations
- APIs and SDKs
- Designer analytics (custom made)
- Historical reports and analytics
- Real-time reporting and analytics
Genesys Multicloud CX is a comprehensive environment where businesses can build the ultimate strategy for customer satisfaction. From powerful routing features with automated workflows, artificial intelligence, and a unified platform for all your interactions, Genesys will change the way CX teams work for the better. The solution even offers customised solutions through strategic partnerships with Microsoft, Google Cloud, and Adobe.
Genesys Multicloud CX Review: Benefits
Genesys Multicloud CX will unify your voice and digital channels like never before, giving you all the tools, you need to enhance inbound and outbound interactions. With this end-to-end toolkit, companies can give employees the tools they need for better performance while collecting valuable data about the customer journey.