Genesys

AI-Powered Experience Orchestration Platform

Paid

Description

Genesys offers a comprehensive cloud-based platform focused on AI-Powered Experience Orchestration, designed to help businesses deliver personalized customer experiences (CX) and optimize employee experiences (EX). The platform, primarily through Genesys Cloud CX and Genesys Cloud EX, integrates artificial intelligence and automation across various touchpoints to improve interactions, drive efficiency, and foster loyalty. It enables seamless omnichannel communication, allowing connections via voice, digital channels, and AI-powered bots.

The system facilitates customer journey management by connecting disparate data sources to provide a unified view and optimize end-to-end experiences. For employees, particularly in contact centers, it provides robust workforce engagement management (WEM) tools, including AI-enhanced forecasting, scheduling, performance tracking, and quality assurance. Built on an open cloud architecture, Genesys supports continuous innovation, global scalability, and extensive integrations through APIs and the AppFoundry Marketplace, allowing businesses to customize and extend their CX capabilities.

Key Features

AI and Automation: Purpose-built AI for easy deployment, control, and optimization, including virtual agents and predictive routing.
Contact Center Software: Intelligent automation and embedded AI for optimizing contact center operations from day one.
Digital Customer Engagement: Seamless connection across any channel using humans and AI-powered bots (web messaging, email, SMS, social).
Customer Journey Management: Connects data silos to orchestrate and optimize end-to-end customer and employee experiences.
Workforce Engagement Management (WEM): Built-in AI simplifies management, enhances employee potential, impact, and retention.
Cloud Architecture and Open Platform: Enables continuous innovation, global scaling, and building custom experiences with APIs and AppFoundry integrations.
Omnichannel Routing: Intelligently routes interactions across voice and digital channels based on various criteria.
Analytics and Reporting: Provides customizable performance dashboards, historical reporting, and real-time views.
AI Copilots: Offers Agent Copilot and Supervisor Copilot tools to assist with tasks like summaries, guidance, and insights.
Speech and Text Analytics: Analyzes interactions for insights, sentiment, topic detection, and compliance.

Use Cases

Delivering personalized customer experiences at scale across multiple channels.
Improving contact center agent productivity and efficiency.
Optimizing workforce scheduling, forecasting, and performance management.
Automating customer service interactions using AI virtual agents and bots.
Orchestrating and managing end-to-end customer journeys.
Enhancing employee engagement, training, and retention within the contact center.
Integrating customer experience operations with CRM and other business systems.
Proactively engaging customers based on predictive insights.
Analyzing customer interactions for sentiment, trends, and quality assurance.

Frequently Asked Questions

What’s the difference between named users and concurrent users?

A named user license allows a specific individual to use Genesys Cloud CX at any time. A concurrent user license allows a certain number of users to access the software simultaneously, regardless of who they are. Concurrent licenses carry a premium cost. Named and concurrent models cannot be mixed.

Do I have to pay for a higher tier if only some users need added functionality?

No, Genesys offers add-ons for Genesys Cloud CX 1 and CX 2 plans. This allows you to purchase specific capabilities like digital channels or workforce engagement management (WEM) for only the subset of users who require them.

Is there a discount if users only support digital channels and not voice?

Yes, Genesys offers digital-only licenses (Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital) at a competitive rate for companies operating solely in a digital environment.

What carrier options are available with Genesys Cloud?

You can use Genesys Cloud Voice services or bring your own carrier (BYOC). A monthly allotment of BYOC minutes is provided at no additional charge as part of the fair use policy.

Does data storage cost extra?

Most standard usage needs, including data storage, BYOC minutes, basic IVR minutes, API calls, and voice transcription minutes, are covered under the fair use policy. Additional usage beyond these allowances incurs competitive rates.