Genesys Reviews & Pricing

Key Features

• Chatbots: Deliver instant, personalized and automated services via bots. Let customers use self-service for simple queries and seamlessly hand-over conversations to live agents when necessary. Build conversational bots and use them on multiple platforms like Google, IBM, Facebook Messenger, Whatsapp and Apple Business Chat. 
• Email: Enhance the customer experience with quick issue resolution and personalized responses. Respond faster by using customizable canned responses. 
  • Intelligent Routing: Deliver emails to appropriate agents or a shared mailbox according to priority, business rules and resource availability.  
  • Blocking and Virus Protection: Block specific addresses from sending emails to agents. Protects against spam and viruses. 
  • Text Formatting and Images: Add bullets and number lists, change colors, highlight text and attach files and images. 
• Voicebots: Deploy automated support across all channels through AI-powered voicebots. Create task-specific bots for bills or account administration through the drag-and-drop builder. Provides cross-selling and up-selling opportunities via personalized recommendations. 
• Live Chat: Facilitate real-time, two-way conversations by providing personalized support and additional details to customers via the live chat widget. Reach out to customers based on web page activity by assigning several triggers like behavior, availability and segmentation. Provides skill-based routing, post-chat surveys, typing indicators and channel escalation options. 
• Integrations: Via open APIs, connect existing tech infrastructure with webhooks, CRMs, PBX, ACD, pre-built and third-party applications, and other legacy solutions. 
• Messaging: Connect with customers on Facebook Messenger, Whatsapp, WeChat, SMS and other chat platforms. Route conversations to agents with contextual information for faster issue resolution. Optimize messaging experiences by using interactive elements and suggested actions. 
• Reporting: Convert customer interactions across all touchpoints into actionable insights. 
  • KPIs and SLAs: Track relevant metrics to measure resolution rates and customer satisfaction. Compare historical and real-time data. Filter, save and export details. 
  • Tracking: Monitor customer journeys to make proactive decisions at the right time. 
  • Analytics: Analyze call recordings and text conversations on email, social media or chat to uncover insights and identify issues. Measure previous and real-time email performance. Use predictive analytics to anticipate customer interactions and discover trends. Provides data visualization modules. 
  • Dashboards: Access data through real-time, configurable dashboards and add necessary parameters and filters. 
• Routing: Assign appropriate agents to customers based on their needs and preferences. Use predictive routing to prioritize tasks and anticipate outcomes. Reduce resolution time by shifting from one channel to another without losing context. Build customer and agent profiles for personalized interactions. 
• Security: Protect public or private cloud-enabled call center platforms and secure data through firewall capabilities and its signature-based Network Intrusion Detection system. Provides multi-stage authentication and 24/7 CCTV surveillance at data centers. PCI Level 1 and HIPAA Compliant, and SOC 2 certified. 

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