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Genesys Cloud CX

Cloud services designed for businesses for project and communication management

8.6

485 Votes

  • Category Customer Service Software
  • Languages Danish, German, English, Finnish, French, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Turkish, Chinese (Simplified), Chinese (Traditional)

A robust cloud-based customer experience platform with advanced features.

Overview

Genesys Cloud CX is a sophisticated cloud-based customer experience (CX) and contact center platform. It aims to streamline and enhance customer service operations, providing businesses with a comprehensive solution to manage customer interactions efficiently.

Features and Functionality

Genesys Cloud CX is equipped with a wide array of powerful features. It includes omnichannel routing, speech-enabled IVR, outbound and predictive dialing, CRM integrations, and workforce optimization. This comprehensive set of tools is designed to help businesses deliver superior customer service, improve customer engagement, and drive better business outcomes.

The platform's omnichannel routing feature ensures seamless communication across multiple channels including voice, email, chat, and social media. This ensures that customers can reach out to businesses through their preferred channel, enhancing the overall customer experience.

The software also includes an intuitive speech-enabled IVR system. This feature enables customers to navigate through options using voice commands, reducing the need for human intervention and speeding up customer service processes.

Performance

In terms of performance, Genesys Cloud CX is highly reliable. It offers a 99.999% uptime, ensuring that businesses can offer uninterrupted customer service. The platform is also highly scalable, making it suitable for businesses of all sizes.

Integration

Genesys Cloud CX integrates seamlessly with various customer relationship management (CRM) systems, such as Salesforce and Microsoft Dynamics. These integrations help businesses streamline their workflows, improve data accuracy, and enhance customer service efficiency.

Usability

Despite its complex features, Genesys Cloud CX is user-friendly. Its intuitive interface allows even non-technical users to navigate the platform with ease. The software also offers extensive training resources, ensuring that users can make the most of its features.

Customer Support

The software's customer support is commendable. Users have access to 24/7 live rep support, ensuring that any issues or queries are addressed promptly.

To conclude, Genesys Cloud CX is an all-in-one customer experience platform that enables businesses to offer superior customer service. Its robust features and reliable performance make it an excellent choice for businesses looking to enhance their customer interactions and drive better business outcomes.

Highest-Rated Features:

  1. IVR
  2. Voice
  3. Session Queuing

Lowest-Rated Features:

  1. Reporting & Dashboards
  2. Speech Analytics
  3. Session Summary Notes
Company
Genesys
HQ Location
Daly City, CA
Phone
+1 650 466 - 1100
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