Use cases

Genesys Cloud Social enables omnichannel customer experiences by integrating social media monitoring, analysis, and engagement into the Genesys Cloud platform. AI-powered social listening detects trends, sentiment shifts, and actionable insights from social conversations. Integrated workflows allow agents to seamlessly engage customers across channels with contextual, unified responses. Proactive social issue resolution protects brand reputation. Real-time analytics optimize the social CX strategy. This transforms customer service, drives revenue through social insights, and scales efficient social media engagement. Genesys Cloud ingests inbound social messages based on configurable relevance rules. Social escalation rules determine if agent intervention is required or if predefined response templates can be used. Agents have full context from integrated listening to craft informed responses back through social channels. Analytics display sentiment, mentions, content types, and net sentiment over time. Outbound capabilities connect Genesys Cloud to social media and messaging platforms like Facebook, Twitter, WhatsApp via Open Messaging. This supports sending text, images, files, and rich media through asynchronous custom channels. Mobile and web apps are supported where required platform SDKs are configured. Customers must adhere to each platform's terms and conditions.

covering the Genesys Cloud and ServiceNow offer a joint Unified Experience solution integrating real-time communications, case management, and customer data into a single interface. Key benefits are improved customer experience from context-aware service, reduced handle time and IT costs due to pre-integrated systems, and higher employee retention through an intelligent, unified desktop. This solution combines the strengths of the two platforms - Genesys for omnichannel routing and ServiceNow for workflow - to streamline agent productivity. Genesys Cloud enables routing voice, chat, and case interactions to agents through ServiceNow CSM Agent Workspace. Workflows are synchronized between the platforms via APIs

Genesys Cloud's Virtual Agent uses generative AI and large language models to provide automated, conversational self-service across voice and digital channels. It understands customer intents, guides users, and surfaces relevant articles to mimic human agents. Key benefits include improved customer experience through natural conversations, increased first contact resolution and fewer transfers, and empowered agents receiving interaction summaries. Use cases include operating 24/7 to alleviate contact center pressure, responding conversationally to enhance customer experience, and boosting agent efficiency by providing concise summaries. Virtual Agents use large language models to quickly and accurately resolve customer queries by understanding intent, providing contextual responses, summarizing answers from articles, holding conversations with full history, and providing automated wrap-up codes. Features include personalized messaging, routing based on customer data, reduced handle times, and improved first contact resolution. Genesys Cloud provides natural language understanding to determine customer interaction goals and extract key details. Large language models identify intents and slots simply by providing descriptions. Retrieval augmented generation models limit language model knowledge while maintaining conversational capabilities. The platform enables agent handoff from virtual agents with full chat transcripts and provides real-time and historical reporting to analyze knowledge base effectiveness. Key capabilities include agent desktop integration, customer survey triggers, and analytics on top queries, articles, and unresolved questions. The Bot Optimizer Dashboard provides visibility into performance and operational metrics for Dialog Engine and Digital Bot Flows to improve and troubleshoot virtual agents. It displays flow outcome statistics, conversation metrics, and health data filterable by date range or language. Capabilities include monitoring conversation metrics, analyzing flow outcomes, and assessing bot health and availability. The dashboard integrates with Knowledge Workbench, Dialog Engine, and other Genesys Cloud components. Customers manage natural language understanding, rules engine, knowledge base, and implement flow outcomes. The dashboard provides robust analytics and oversight to optimize Genesys Cloud bots.

Genesys Cloud enables businesses to analyze customer journeys holistically or individually to gain insights into outcomes like self-service, deflection, and first contact resolution. These insights can then be used to improve efficiency and lower costs. Genesys Cloud provides journey management and analytics capabilities to analyze customer journeys, uncover insights, and optimize the customer experience. Analysts can build journeys with events across channels like voice, bots, and messaging to analyze conversion rates at each step. They can filter events by properties like language and time between events to analyze specific journeys. Genesys Cloud leverages analytics detail events and bot events to power conversion analysis so analysts can visualize where customers drop off. Real-time alerting helps uncover anomalies. AI coming soon will reveal high and low performing journeys. Historical reporting enables analyzing interaction data over time. Interdependencies, assumptions and customer responsibilities are outlined.

Genesys Cloud Agent Copilot empowers contact center agents with AI-driven guidance during and after customer interactions. It determines customer intent, surfaces relevant knowledge, guides agents, summarizes interactions, and predicts wrap-up codes. Agent Copilot helps agents tackle complex inquiries with AI assistance, improves employee utilization through real-time knowledge base training, enables first contact resolution by presenting suggestions, reduces handle time by providing answers and notes, and summarizes the interaction and resolution. The voice conversation is streamed to the Genesys Transcription service where Agent Copilot displays the real-time transcription. It uses natural language understanding to determine customer intents and provide next best actions like knowledge articles, canned responses, and scripts. Agents can review, leverage, and rate the suggestions to resolve issues or trigger more. Once the conversation ends, Agent Copilot generates a and recommended wrap codes. Knowledge Optimizer provides insights into knowledge base usage and effectiveness. It requires Genesys Messaging, Chatbots, Call Routing, or Voicebots, and a knowledge base in Knowledge Workbench. Customers provide KB content

Genesys Cloud enables personalized training, coaching, and performance management to improve employee competency and satisfaction. Employees receive tailored training and have unified performance scorecards to view goals and metrics. Real-time KPIs help managers identify high and low performers for coaching. Gamification drives performance through leaderboards. Key benefits are improved agent skills, increased employee engagement, better development insights, and lower administrative costs. Genesys Cloud provides onboarding, training, performance management, coaching, gamification, and voice of employee. It aligns people, processes, and systems to goals like customer satisfaction. Native capabilities in learning, coaching, gamification and performance management provide activity views, real-time reporting, and performance dashboards to improve decision-making. Effective onboarding, performance tracking, training and coaching ensure capable agents and consistent customer experiences. Gamification, coaching appointments, and development and feedback modules drive employee performance improvement. Reporting and analytics provide insights on employee performance across functionality like quality assurance, compliance, and resource management. More documentation details are on the Genesys Cloud help site.

Genesys Cloud Resource Management helps optimize workforce planning and scheduling across channels through AI-powered forecasting and scheduling to balance customer experience and costs. The Genesys Tempo mobile app empowers employees with self-service capabilities. Workforce engagement features enable flexible work arrangements through rapid innovation on a single platform to control efficiency, effectiveness, and performance. Use cases show the value of improving customer experience, optimizing employee utilization, better schedule adherence, reducing costs, and lowering overtime. Genesys Cloud automatically gathers data for accurate forecasts and scheduling scenarios across channels using arrival patterns and hours of operation. It provides real-time insight into SLAs and schedule adherence. Capabilities include automated data collection, cross-channel forecasting and scheduling, real-time monitoring, flexible time off configuration, and optimized workforce planning. The Workforce Manager generates schedules based on forecasts or by adding blank schedules. It allows editing schedules and shift trading based on configurable rules. Intraday management enables real-time adherence monitoring and editing. Business logic requires discovery and documentation. Reporting provides analytics. Routing interdependencies exist. Limits are 5,000 agents per business unit and 1,500 per management unit. Advanced customization, integration, and routing are not supported. Initial setup is a prerequisite.

and rules: Genesys Cloud CX provides integrated quality assurance and compliance tools to improve customer experience in contact centers. Multi-channel interaction recording captures voice, email, chat, SMS, and messaging. Screen recording captures agent desktop activity. Evaluation forms assess interactions and enable coaching. Reporting analyzes quality and compliance data. Surveys gather customer feedback. Speech and text analytics transcribe calls and analyze sentiment. These capabilities ensure high quality interactions, consistent service, and regulatory compliance.

provided rules: Genesys Cloud provides a single user experience that brings together the contact center and back-office. Agents can search the organization directory, view contact information and status of users, and click-to-call or warm transfer within Genesys Cloud CX. Benefit from the productivity of Genesys Cloud CX and collaboration tools like Microsoft Teams and Zoom to help contact center agents collaborate with subject matter experts across the company and resolve issues on first contact. Agents use integrated directory, search, and presence to find experts, see availability, and collaborate in real time with one click. A single interface eliminates switching between systems. Real-time expert access resolves issues on first contact. Choose Microsoft, Genesys, or another carrier for inbound, outbound, and internal voice. Improve quality of work and productivity by empowering agents with integrated communication and collaboration. Real-time expert access resolves customer issues on first contact. Select carriers like Microsoft, Genesys for voice. Convenient combination with Genesys Cloud CX routing and AI with single point of control. Genesys Cloud enables call transfers between Genesys Cloud CX and Microsoft Teams or Zoom Phone. Inbound calls from the PSTN to Genesys Cloud CX or Zoom Phone can be transferred to the other platform via SIP trunks. Genesys Cloud CX provides BYOC connectivity options to integrate the platforms. Call transfers are initiated on one platform and completed on the other. Real-time and historical reporting on call events and transfers is available in Genesys Cloud CX. This requires SIP connectivity between the platforms and may need additional components like SBCs. Customers are responsible for managing SIP connections and SCIM provisioning.

Genesys Cloud provides a variety of voice services connectivity options to give customers flexibility and choice for their contact center and enterprise-wide unified communications. Customers can use Genesys Cloud CX Voice, an internet-based telephony service that simplifies vendor management and consolidates to one provider. The Bring Your Own Carrier (BYOC) option allows customers to retain existing carrier relationships and can be deployed in the cloud or using a Genesys Cloud CX Edge appliance on-premises for local survivability. Adopting Genesys Cloud CX extends cloud benefits like speed, stability and agility across the customer's communications system. Genesys Cloud CX telephony connection options provide convenience and flexibility. Simplify implementation by using Genesys Cloud CX Voice, a comprehensive contact center solution with built-in telephony. For more interoperability between Genesys Cloud CX and third-party devices, or to retain existing carrier service, choose a Bring Your Own Carrier (BYOC) option. BYOC is available in cloud and on-premises offerings, named according to where the connection terminates against Genesys Cloud CX. BYOC enables efficient and cost-effective telephony plans by applying local carriers and defining outbound routes for number classifications. Genesys Cloud provides premises and cloud carrier integration options. Customers can use existing carriers via BYOC, purchase new numbers through Genesys Cloud CX Voice, or port existing numbers to Genesys Cloud CX Voice. The Number Plan assigns numbers to users, IVRs, and call routes to define call distribution logic. Real-time reporting provides views for interactions, agents, and queues to monitor contact center performance. Key capabilities include real-time queue monitoring, customizable dashboards, scheduled historical reports, and tracking interactions across media types. This assumes use of Genesys voice services and is available in all Genesys Cloud regions.

Genesys Cloud CX supports integrations with CRMs like Salesforce, Dynamics 365, and Zendesk to enhance routing capabilities and drive agent screen pops. The IVR can personalize the experience by addressing customers by name and confirming information. CRM data enables advanced routing to appropriate queues and skills. When a call comes in, data actions retrieve the relevant customer record from the CRM using web service endpoints. This record is then screen popped directly within the embedded client in the agent's CRM screen. The agent can view customer details and history from the CRM to deliver personalized service on the call. Critical context from the CRM is surfaced to the agent desktop when they receive the call, improving first contact resolution and reducing handle times. Key capabilities provided by Genesys Cloud include CRM integration, data actions, embedded client screen pop, and real-time customer data access.

, mentioning "Genesys Cloud" in the first sentence: Genesys Cloud provides an omnichannel customer engagement platform that consolidates contact center and unified communications capabilities into a single, cloud-based solution. Key features include omnichannel routing, IVR, workforce management, outbound dialing, and advanced reporting for calls, chats, emails, and social media. Real-time monitoring and end-to-end visibility ensure consistent service quality across channels. Integrations with third-party apps and open APIs enable flexibility. Softphones reduce hardware costs. Visibility into subject matter experts facilitates warm transfers. The Genesys Cloud platform aims to simplify administration, reduce costs, and seamlessly connect customers, partners, and employees.

Genesys Cloud Agent Assist monitors conversations between the customer and agent to surface contextually relevant knowledge and FAQs. During a call or digital interaction, it presents relevant, real-time suggestions to the agent in their desktop. It provides transcription of voice calls and returns knowledge suggestions like answers to frequently asked questions, empowering the agent with the right information to better support the customer. Key capabilities include one-click content copy to chat, agent rating of suggestions, knowledge dashboard for optimization, and metrics on presented, opened, and copied articles. The AI model improves over time as agents rate suggestions. Agents review and leverage the recommended knowledge to communicate relevant information to customers. Integration with Knowledge Workbench, messaging, bots, routing, and voicebots provide a comprehensive customer experience.

and rules: Genesys Cloud provides advanced routing capabilities to improve customer experience by reducing transfers, hold times, and repetition. It enables skills-based, preferred agent, and callback routing to connect callers with the best available agent. Benefits include improved customer satisfaction through proactive service, increased employee utilization by matching agents to appropriate interactions, higher revenue by routing to most skilled agents, reduced handle time through efficient routing, decreased abandonment via callback options, fewer transfers with context routing, and reduced repeated calls. Genesys Cloud enables configurable call flows to route callers to optimal agents or queues using business logic parameters. It provides skills-based matching, priority routing, custom greetings and messages, and advanced routing methods. The agent interface displays alerts, customer numbers, durations, states, and queues during interactions. Real-time and historical reporting track KPIs. Routing and personalization require any Genesys Cloud license while callback requires GC2 or higher. Customers must provide their own IVR application, announcements, and customer data integration.

Genesys Cloud enables easy deployment of voicebots to understand customer intent through natural language, have natural conversations, and appropriately route calls while integrating with solutions like Google Dialogflow. Voicebots provide consistent omnichannel experiences, increase self-service success, deflect calls, and improve customer journeys. Genesys Cloud's voicebot capabilities include deriving intent from responses, delegating to agents with context when needed, and configuring parameters like number of retries, closed vs natural language responses, and backtracking through dialogs. Reporting provides interaction data to optimize voicebots. Voicebots require natural language understanding to process responses, recognize intent, understand meaning, and capture slots. Google Speech enables voice interaction in English. Third-party bot integration is available but has limitations around availability and compliance. Customers are responsible for voicebot configuration and settings.

Genesys Cloud uses AI and machine learning to observe website activity, predict customer outcomes, and proactively engage visitors through chatbots or live chats. It identifies moments to guide customers towards desired outcomes like purchases or support requests. Examples include detecting when a customer needs help with a loan application and proactively offering web chat with an agent, recognizing a customer searching for device activation and offering chatbot help, and identifying a customer planning a trip abroad who likely needs to notify their credit card company. Genesys Cloud enables personalized engagement through AI-powered bots, predictive routing, and full context for agents. It categorizes visitors into segments based on attributes and journey patterns, assigns outcome scores using predictive analytics, and triggers engagement like webchat invites based on segments, behavior, and scores. The platform collects contact details before routing interactions to agents with full visitor context. It uses virtual queues and target expressions to determine routing. Real-time and historical reporting provides visitor tracking, trend analysis, and campaign insights.

Genesys Cloud enables omnichannel customer service through asynchronous messaging across popular platforms like Facebook Messenger, Twitter, Instagram, WhatsApp, and custom channels. This provides convenient, engaging customer experiences. Integration is enabled through Genesys Cloud Web Messaging, Mobile SDKs, and Open Messaging APIs. Businesses link their owned accounts and channels to Genesys Cloud for skills-based routing. This connects consumers to the best equipped agents. Agents manage conversations through a blended desktop, improving efficiency. Persistent messaging sessions enable rich interactions with bots and agents to resolve issues. Real-time analytics provide visibility into messaging performance. Customers adhere to platform terms and conditions. Customers configure owned accounts and channels prior to integration. Genesys Cloud CX2, CX3, or Digital Upgrade required for messaging capabilities. Key benefits include improved first contact resolution, reduced handle times, increased NPS, lower costs, workforce optimization, brand enhancement, and convenient co-browsing.

Genesys Cloud enables conversational AI like virtual agents and chatbots using Genesys Chat Routing or Genesys Messaging. Customers build natural language models to handle intents and slots. The chatbot can handoff to a human agent with full transcript. Surveys are supported based on customer data or third party APIs. Real-time and historical reporting provides insights into chatbot usage and self-service outcomes. Professional services can help develop custom models. Third party chatbots integrate via the Integrations Registry. Genesys Cloud CX Architect allows easy integration and switching between multiple bot providers within a single interaction. A/B testing determines the most effective bot for a business use case. It allows graceful escalation to a live agent when needed. A chatbot interaction anticipates customer needs using context to provide personalized messages. Undetermined intent gets escalated to an agent. The chatbot creates a conversational loop, building context to better address the customer query. After completing a task, the chatbot asks if additional help is needed, escalating if required. Customer information determines whether a survey is offered.

Genesys Cloud enables routing of customer SMS messages to the best skilled agent. Genesys SMS Routing uses skills-based routing so texting a company for support is faster than calling. Customers can engage conveniently without waiting on hold or needing a mobile app. SMS conversations are captured in Genesys and analyzed to route to the agent with the right skills, avoiding transfers. Agents can view and respond to SMS like a chat channel within Genesys Cloud CX. Supervisors can monitor SMS analytics. Genesys Cloud enables SMS routing, screen pops, conversation context, and reporting. The Architect flow attempts customer recognition. The inbound message flow routes based on data and keywords. When an agent is available, the SMS routes to them. The agent screen pops relevant SMS information and conversation context. The agent determines if a reply is necessary. If not, they disconnect and assign a wrap-up code. If a reply is needed, they respond potentially using templates. They can leave the chat open or close it. When closed, they set a disposition code. Genesys Cloud CX provides real-time dashboards, views, and reports for SMS insights. Key views: Interactions, Queue Activity, Queue Performance, Agent Performance, Wrap-Up Performance, Skills Performance, and canned SMS reports. Historical reporting also available. Customers secure a dedicated number to send SMS in Genesys Cloud CX.

Genesys Cloud enables agents to initiate co-browsing sessions with customers during calls, web messaging, or chat interactions. Co-browsing allows agents to view and control the customer's browser in real time using annotations, comments, and screen sharing to provide visual support and quickly resolve issues. Key capabilities include read-only mode, request navigation controls, content masking, and a secure initiation process to start sessions. Co-browsing improves customer experience, first contact resolution, handle times, and revenue by optimizing web support. Genesys Cloud enables co-browsing between agents and customers to guide customers through tasks on a company's website. Agents can view and control the customer's web browser in real time to demonstrate features, assist with forms, and mask sensitive data fields before presenting. Co-browsing works with web messaging, chat, and voice interactions. Companies can prepare their website, tag sensitive fields to mask, and revoke agent writing privileges as needed. Sessions end when the customer or agent chooses, after inactivity timeouts, or when the associated web/chat/voice interaction ends. Metrics and history are captured for reporting. Co-browsing requires Genesys Cloud CX licenses and website integration. Customers must tag private fields and enable agent controls as desired.

Genesys Cloud provides intelligent chat routing to connect customers with the best available agents based on skills. Key capabilities include skills-based routing, enabling agents to handle multiple chats, and providing standard response libraries. This improves employee utilization, first contact resolution, revenue by reducing abandoned transactions, and reduces handle times. Genesys Cloud chat distribution logic finds available skilled agents, enables rerouting and blending with other media, and applies priority and utilization rules. Genesys Cloud CX Analytics provides reporting on chat interactions, queues, and agent performance. Customers handle website integration and create automated responses in Admin.

Genesys Cloud CX receives and routes customer emails to agents based on required skills. Organizations can blend email with voice and chat to improve agent utilization. Genesys Cloud CX tracks email replies as the same conversation, routing them to the same agent. Supervisors can monitor and evaluate agent email handling. Genesys Cloud CX can route email replies to the original assisting agent or start a new inbound flow and send a receipt. It determines required skills and queues the email until an agent with the right skills is available. The agent interface provides email details to review and create manual or template email replies. Optionally, a supervisor reviews the email. Configuration options include email capture methods, quality management, reply routing, re-queuing, interaction blending, priority, expanding agent pools, and detecting automated replies. Agents can use canned responses for efficiency. Customizable distribution parameters include skills, timeouts, and skill level routing. Genesys Cloud provides capabilities for email routing, agent desktop configuration, and reporting to optimize email handling. Agents can configure dispositions, access response libraries, and transfer emails. Dashboards and reports provide insights into email metrics to improve routing and volume balancing. Successful configuration requires directing emails to Genesys domains and MX records. Genesys Cloud CX can forward existing emails by providing the subdomain, configuring MX records, and accessing the emails. Genesys Cloud CX uses AWS spam detection without customer spam control. Text must be UTF-8 encoded. Architect provides basic text screening. Related documentation was last updated July 20, 2023.

mentioning "Genesys Cloud" in the first sentence and Genesys Cloud enables companies to improve customer experience through personalized, timely SMS and email notifications for use cases like reminders, alerts, and loyalty updates. Genesys Cloud provides campaign management capabilities to configure and execute outbound SMS and email communications using contact lists, templates, and tracking. Genesys Cloud enables event-triggered SMS and email notifications with response threading and opt-out management. Genesys Cloud offers real-time and historical reporting on SMS and email campaigns. Customers are responsible for compliance, consent, and provisioning short codes and domains

Genesys Cloud provides powerful dialer capabilities to improve customer communications and increase sales conversion through automated and assisted calling campaigns. Key features include configuring and running outbound campaigns, improving team efficiency, increasing reach and response rates, and ensuring compliance. Benefits include improved conversion rates, employee utilization, contact rate, and customer retention. Genesys Cloud supports various dialing modes like predictive, power, progressive, preview, and agentless. Companies provide contact lists based on one-time, recurring, or trigger-based events. Genesys checks contacts against Do Not Call lists and follows rules. Call results include bad number, answering machine, live connect, and opt out. Dialing modes include preview, progressive, predictive based on agent availability, power with parallel calls, and agentless automated campaigns. For agentless campaigns, Genesys Cloud CX automatically places calls based on specified lines. Calls either disconnect or transfer to outbound flow or agent queue. Possible call results are: bad number/no answer, answering machine, live party connect. Business logic includes loading contacts, configuring campaigns and settings like scheduling, DNC lists, dialing mode, AMD, and DNC lists with opted out customers.

of the section summaries, Genesys Cloud enables companies to add a PA-DSS certified payment capture IVR application to call flows to quickly capture payments. The payment capture IVR application integrates with third-party payment providers to complete payments. It includes automatic card type detection and validation rules for card data. Payments can be agent-assisted or fully automated. The IVR prompts for payment amount, detects card type, and validates card data before processing the payment via integration with payment gateways or CRM systems. Key capabilities include validating card details, processing payments, communicating results to customers, and attaching transaction details to calls. The solution requires integration with payment providers and their APIs. PCI certification is outside the scope

Genesys Cloud CX identifies callers using Automatic Number Identification (ANI) and prompts for customer IDs to lookup identities in CRMs. This context is retained across channels so customers don't repeat information and agents solve problems faster, reducing handle time and improving containment rate. After identification, Genesys Cloud CX can validate identities by prompting for additional numeric information to verify against the CRM. If validation fails after retries, the call is transferred to an agent. Genesys Cloud CX transfers the call to the next step after successful identification and verification, which could be self-service or agent-assisted service. It retains the customer ID and verification status to simplify subsequent interactions by displaying it to agents. Business logic enables/disables the customer ID step based on requirements. Voice prompts are configurable. If transferred to an agent, the customer's identification status is displayed. Genesys Cloud CX shows customer ID and name if available. It provides real-time and historical reporting on agents, performance, interactions and queues. of version 1.0.2 document last updated November 9, 2021

starting directly with the content and mentioning Genesys Cloud in the first sentence as Genesys Cloud enables end-to-end journey orchestration from the contact center to back-office workflows, providing a unified agent view and automated routing based on needs for faster resolution. Genesys Work Automation enables effective work item routing and process automation across departments to best-suited agents. Key benefits include improved competency, experience, occupancy, and resolution. Genesys Cloud supports both push and pull workflows, synchronizing changes back to sources. Business and distribution logic are configured in Architect and Triggers. The Agent UI provides a task list. Work Automation enables CX evolution for iWD and IPA customers via workflow re-engineering. Integration requires a bi-directional REST endpoint. Architect and Triggers automate workflows. Routing and evaluation methods determine agent matching