Genesys is a long-time leader in contact center technology, and its Cloud CCaaS solution has followed suit.
Indeed, the company leads the 2021 Gartner Magic Quadrant for CCaaS and, in December of the same year, earned a $21bn valuation.
So, what sets it apart? One factor is undoubtedly is broad portfolio of contact center capabilities. Here are 20 excellent examples.
1. An ACD System
Kicking things off with the most basic of CCaaS tools, the Genesys ACD enables skill-based, omnichannel routing, delivering contacts to virtual agent groups and paving the day for detailed reporting. It also supports remote and hybrid operations.
2. Predictive Routing
For those wanting to move beyond skills-based routing, predictive routing uses AI to match customers with the agents most likely to provide them with the best CX. In turn, this enhances critical business KPIs, including handling time and transfer rate.
3. Interaction Voice Response (IVR)
IVRs understand customer intent to route customers correctly. Yet, traditionally, such solutions are cumbersome for customers to navigate. Fortunately, the Genesys solution harnesses speech recognition and AI, uncovering intent from just a few spoken words.
4. Analytics-Driven Reporting
By connecting contact center data sources, Genesys allows users to create real-time customer reports and dashboards, which they can share easily. Embedded analytics takes this further, delving deeper into the data to highlight new insights into contact center performance.
5. Predictive Web Engagement
Assessing website performance, this suite of tools surfaces AI-driven insights to personalize and automate engagement, thanks to journey visualization, behavioral segmentation, and real-time outcome scoring. Companies can reduce digital friction points and reduce call volumes by actioning these insights.
6. Conversational AI
Genesys orchestrates native and third-party bots to automate customer conversations across voice and text-driven digital channels, enabling companies to provide convenient 24/7 support.
7. Agent Assist
The agent assist module decreases the time agents spend seeking answers to customer queries. It provides proactive recommendations and guidance on the next-best actions in context for live agents during engagements.
8. Speech Analytics
Native speech and text analytics draws insight from customer conversations to detect sentiment, spot recurring customer issues, and even automate ticket tagging – enabling contact centers to gain a transparent view of contact drivers.
9. UC Tools
Public or private chat groups facilitate cooperation on overcoming customer issues across departments and specific topics. These UC features also enable easy links to subject matter experts. Finally, agents can share files and groups that facilitate collaboration, which is particularly critical in remote environments.
10. Pre-Built UC Adapters
Alongside native UC tools, Genesys offers prebuilt connectors for leading Unified Communications as a Service (UCaaS) solutions, including Zoom and Microsoft Teams.
11. Video Engagement
Users can easily transition from a call or chat to HD video meetings, whether it's a one-on-one discussion or a team gathering. Such features enable deeper workplace relationships while collaborating in real-time with peers and sharing screens.