Transform Customer Relationships with Genesys Cloud CX
Genesys Cloud CX is a Contact Center as a Service (CCaaS) platform that helps you transform customer and employee experiences. By coordinating every step of the journey through a single cloud contact center platform, you can:
- Listen and understand customer needs.
- Predict actions and shape journeys.
- Create moments that matter for a lifetime of loyalty.
Reimagine Experiences That Matter
1. Unified Omni-Channel Management
- Capture and manage customer interactions across any channel, at any time.
2. Know Your Customer
- Use identity resolution to connect customer journeys and gain real-time insights for personalized experiences.
3. Predict the Next Step
- Leverage AI and machine learning to predict customer needs based on their journey.
4. Automate the Journey
- Automatically guide customers to the next best action using AI, whether through self-service or agent assistance.
5. Single, Unified Employee Experience
- Provide agents with a tool that integrates:
- All customer history.
- Relevant knowledge.
- Every channel in one intuitive interface.
6. Manage the Journey
- Use data from end-to-end customer and employee experiences to continuously optimize and improve outcomes.
Reach and Exceed Your Business Goals
Genesys Cloud CX helps you:
- Improve customer experiences.
- Drive revenue growth.
- Enhance operational performance.
- Increase efficiency.
Key Features of Genesys Cloud CX
1. Journey Analytics & Management
- Aggregate data from any source to:
- Visualize and monitor customer journeys.
- Improve customer retention and business KPIs.
2. Open-API Composable Platform
- Configure your orchestration stack with:
- Out-of-the-box services.
- Marketplace and ecosystem capabilities.
- Innovate quickly and adapt to change.
3. End-to-End Global Focus
- Support business globalization and workforce optimization with:
- 13 regions.
- 17 GC Voice countries.
- 20 supported languages.
Shape Journeys with AI
Conversational AI
- Understand customer sentiment with smart conversational intelligence.
- Benefits:
- Reduce voice traffic.
- Improve self-service resolution.
- Enhance containment rates.
Digital Engagement Automation
- Reach out to customers at the right time with the right content.
- Benefits:
- Reduce cost to serve.
- Improve campaign effectiveness.
- Increase close rates.
Next Best Action Routing
- Use AI to analyze behavior patterns and identify the best outcomes.
- Benefits:
- Increase first-call resolution.
- Improve customer satisfaction.
- Enhance agent utilization.
Empower Employees for a Better Experience
Modern User Interface
- Provide employees with a simple, intuitive tool to manage their tasks and careers.
AI-Powered Knowledge Everywhere
- Ensure customers and employees can access up-to-date information easily.
Native Workforce Engagement
- Create an engaged workforce with built-in tools for workforce engagement, no matter where employees are located.
- Benefits:
- Reduce cognitive load.
- Improve productivity.
- Reduce training time.
- Enhance work-life balance.
Proven Results with Genesys Cloud CX
- Higher First-Contact Resolution: Boost customer satisfaction.
- Improved Agent Productivity: Empower employees with the right tools.
- Enhanced Customer Retention: Build loyalty through personalized experiences.
Request a Demo
Discover how Genesys Cloud CX can transform your customer and employee experiences. Request your demo today.