AI Omnichannel Customer Experience Tool

What is genesys.com?

The official website of Genesys, known as Genesys.com, serves as the online platform for Genesys, a prominent entity specializing in cloud-based solutions for customer experience and contact centers. The company's primary objective is to facilitate seamless interactions between businesses and their customers, spanning diverse communication channels including voice, chat, email, and social media. Genesys further extends its capabilities by incorporating artificial intelligence, analytics, and automation functionalities, among others, all aimed at elevating the overall customer journey and optimizing the performance of agents. Additional insights into Genesys can be obtained through various means, such as exploring their website, accessing their product offerings, or delving into their corporate narrative.

How does genesys.com use AI in their solutions?

Genesys.com integrates AI into its solutions to deliver customized and efficient customer experiences across diverse channels and platforms. The utilization of AI by Genesys.com encompasses the following aspects:

• Predictive Engagement: AI is harnessed to scrutinize the behavior and preferences of online visitors and customers. This enables Genesys.com to proactively engage with them by presenting appropriate offers, advice, or resources precisely when needed.
• Voicebots and Chatbots: Genesys.com employs AI to create conversational bots that possess the capability to comprehend natural language. These bots efficiently handle a broader range of tasks and issues, thereby expediting customer interactions. Additionally, Genesys.com seamlessly orchestrates both native and third-party bots throughout the customer journey, contributing to the creation of cohesive experiences.
• Workforce Engagement: AI is employed to optimize employee performance and well-being within Genesys.com's framework. Through AI analysis of employee skills, knowledge, and behaviors, Genesys.com provides tailored training, coaching, and feedback. Furthermore, AI is instrumental in strategically scheduling the appropriate number and type of agents, aligned with business demands.
• Predictive Routing: Genesys.com harnesses AI-driven predictive routing to dynamically match customers with the most suitable available agents in real-time. This dynamic allocation is influenced by factors such as customer profiles, interaction histories, agent proficiencies, and anticipated business outcomes.
• Agent Assist: AI lends support to live agents by offering personalized recommendations and guidance concerning next-best actions during customer interactions. The integration of AI equips agents with pertinent information sourced from various channels, enhancing the context and quality of interactions.
• Speech and Text Analytics: Genesys.com employs AI to transcribe, analyze, and comprehend voice and text interactions. This capability encompasses the detection of sentiment, emotions, topics, intents, and significant events within customer conversations. Such insights are then leveraged to enhance customer satisfaction and loyalty.

Through the strategic integration of AI, Genesys.com enhances its solutions with predictive engagement, versatile bots, optimized workforce management, dynamic routing, agent support, and thorough speech and text analysis capabilities.

How much does genesys.com cost?

The pricing structure of genesys.com varies according to the chosen plan and accompanying features. Genesys provides four primary plans for their Genesys Cloud CX™, a platform focused on enhancing customer experiences. These plan costs are attributed to individual named users and are subject to annual billing, with the possibility of additional usage-based fees. The plans, along with their associated prices, are outlined below:

• Genesys Cloud CX 1: Priced at $75 per month in USD, designed for voice-based interactions.
• Genesys Cloud CX 2: Available at $95 per month in USD, catering to digital interactions exclusively. Alternatively, it can be acquired for $115 per month in USD for a combination of digital and voice interactions.
• Genesys Cloud CX 3: Priced at $135 per month in USD, this plan encompasses digital interactions alongside Workforce Engagement Management (WEM) capabilities. Alternatively, it can be secured for $155 per month in USD, offering digital interactions, WEM, and voice interactions.

Workforce Engagement Management (WEM) constitutes a suite of tools aimed at effectively overseeing resources, quality, and performance. The 'Digital' category encompasses communication channels like email, web chat, SMS, messaging apps, and web messaging. Meanwhile, the 'Voice' category offers features such as self-service Interactive Voice Response (IVR), callbacks, voicemail, voice co-browse, and screen share functionalities.

Supplementary to these core plans, genesys.com extends additional features available as add-ons. These features enhance the customer experience through the integration of artificial intelligence (AI), journey management, and employee engagement functionalities. Pricing structures for these features are tailored to their usage and the specific platform employed. Comprehensive details regarding these features and their corresponding costs can be located on genesys.com's official website.

What are the benefits of genesys.com?

genesys.com offers several advantages, including:

• Omnichannel Customer Service: genesys.com facilitates comprehensive customer interactions by enabling engagement with agents across diverse channels such as voice, chat, email, social media, and video.
• AI-Powered Optimization: Leveraging artificial intelligence and cloud technology, genesys.com enhances the customer journey by ensuring agents possess the necessary tools and information to provide effective service.
• Diverse Solutions: genesys.com presents an array of products and services tailored to meet the requirements of organizations varying in size and nature, accommodating both small businesses and enterprises. This encompasses options for both cloud-based and on-premise solutions.
• Global Reach and Expertise: With a worldwide presence, genesys.com boasts an expansive network of partners and consultants adept at assisting customers in implementing and customizing their chosen solutions.
• Innovation and Leadership: genesys.com is recognized for its role as an industry pioneer and leader in the realm of contact centers. This recognition is underscored by its inclusion in the Gartner Magic Quadrant and the attainment of various accolades.

Incorporating omnichannel capabilities, AI-driven enhancements, adaptable solutions, global accessibility, and a reputation for innovation, genesys.com stands as a versatile and innovative player in the contact center arena.

How does Genesys.com ensure data privacy with AI?

Genesys.com employs various strategies to ensure data privacy in conjunction with AI, which encompass:

• Unified Data Aggregation and Transformation: Genesys.com gathers data from diverse sources encompassing voice, chat, email, and social media interactions. Subsequently, this data is standardized into a uniform format that serves as the foundation for AI tools. By doing so, the complexity and duplication of data processing and storage are mitigated.
• Centralized Data Repository: All data is consolidated within a centralized cloud platform by Genesys.com, enabling authorized users and applications to access it. This centralization obviates the necessity for multiple isolated data silos, augmenting both data security and governance.
• Data Anonymization for Enhanced Security: Genesys.com adopts a range of techniques, including encryption, hashing, masking, and tokenization, to anonymize sensitive and personal information linked to customers and employees. These measures fortify the defense against potential data breaches, even in the event of cyberattacks or unauthorized access.
• Adherence to Privacy Regulations: Genesys.com upholds the pertinent privacy laws and regulations within diverse regions and countries. Examples include the General Data Protection Regulation (GDPR) in Europe, the California Consumer Privacy Act (CCPA) in the US, and the Personal Information Protection Act (PIPA) in South Korea. In addition, Genesys.com furnishes customers with mechanisms to manage their consent and preferences pertaining to the collection and utilization of their data.

Through practices such as unified data handling, centralized storage, rigorous data anonymization, and compliance with global privacy regulations, Genesys.com safeguards data privacy while leveraging AI technologies.

How does Genesys Cloud CX redefine customer experience with AI?

Genesys Cloud CX revolutionizes customer experience by leveraging AI to enhance every interaction across all communication channels. It utilizes AI to personalize experiences at scale, ensuring that each customer journey is unique and optimized. With purpose-built AI, Genesys Cloud CX accelerates value delivery and enables organizations to deploy, control, and optimize their customer interactions efficiently. The platform integrates AI-powered bots for seamless digital customer engagement and personalized agent support, maximizing overall impact and customer satisfaction.

What is the role of AppFoundry Marketplace in Genesys Cloud?

AppFoundry Marketplace plays a crucial role in extending the capabilities of the Genesys Cloud platform by offering a wide range of pre-integrated applications from leading industry partners. This allows organizations to tailor their Genesys Cloud environment to meet specific needs and enhance functionality. By leveraging these proven solutions, businesses can innovate faster, streamline operations, and improve customer and employee experiences. The marketplace supports open ecosystem integration, helping companies to continuously innovate and scale their operations globally.

How does Genesys optimize workforce engagement management?

Genesys optimizes workforce engagement management through its Genesys Cloud EX solution, utilizing embedded AI to simplify management tasks and enhance employee performance. By analyzing employee skills, behaviors, and preferences, Genesys offers personalized training, coaching, and strategic scheduling, ensuring the right agents are available at the right times. This leads to increased employee satisfaction and retention, and ultimately, better service delivery. The comprehensive approach ensures that employees are engaged, productive, and capable of delivering outstanding customer experiences.