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.
12. Workforce Management Tools
Genesys allows users to automate much of the forecasting and scheduling process, enabling planners to focus on value-add actions primarily. Alongside intraday features, these tools complement staffing efficiency and employee engagement, as agents can view and adapt their schedules through a mobile or desktop app.
13. Quality Assurance Software
Genesys software analyses conversation recordings and transcripts to automate much of the QA process while providing new performance insights to supplement more traditional QA processes. These include call listening, calibration, and giving feedback.
14. Gamification
With accessible scorecards and leader boards, managers can motivate staff to meet performance objectives. Gamification also provides actionable recommendations based on accessible, real-time intelligence. In addition, it supplements reward and recognition schemes to increase engagement.
15. Voice Biometrics
Through partnerships with Nuance and LumenVox, Genesys clients can access APIs that bring voice biometrics capabilities into the contact center, streamlining authentication processes.
16. Co-Browsing
Contact centre conversations often stagnate when customers cannot fully explain their problems. Co-browsing empowers agents with additional context, as they can – with the customer’s permission – view and take control of their screen to complete tasks.
17. Asynchronous Messaging
This solution enables companies to interact with customers on their favorite messaging apps – such as WhatsApp, Messenger, WeChat, etc. – through a central solution.
18. Proactive Chat for Customer Service
Tracking the digital behaviour of customers, this solution triggers helpful, rules-based, proactive alerts to enhance customer engagement and maximize business outcomes.
19 . A Knowledge Base
First and foremost, the Genesys Knowledge Center supports agents by presenting helpful information to solve customer queries, both proactively and through manual search. What’s more, it is also customer-facing, opening up another customer self-service channel.
20. An Agent Desktop
From the Genesys Desktop, agents can interact with customers across many channels and access several contact handling features, including status settings, work bins, and a contact directory. On top of this, it features many more innovative features, such as automated triggers, forced adherence, and real-time agent guidance.
Alongside these examples, Genesys offers many more capabilities, including self-service applications, call/screen recordings, and scripting software.
Also, it is constantly expanding its partner ecosystem to add further functionality.
