Genesys Innovations Webinar: Key Takeaways

Genesys delivers continuous innovation in the world of customer experience. With new and improved capabilities being delivered up weekly, we want to make it easy to keep track of new functionality that’s available in your contact center platform.

Now there’s a quarterly webinar designed to keep you informed on the latest CX innovations — and to help you understand how to leverage those innovations to deliver the best experiences for your customers and your employees.

Here are a few highlights, focusing on new developments in artificial intelligence (AI), digital channels, workforce engagement and more.

Innovation Through Cloud — How You Need It

Genesys believes the future of customer experience is Experience as a Service^SM — personalized and empathetic customer experience that builds trust and earns customer loyalty across interactions and time. Customer and employee data, AI, and the right engagement tools all are important components for bringing this vision to life. And Genesys is committed to delivering cloud-based innovation that you can flexibly consume — how you need it — no matter which Genesys solution you use.

For current Genesys Cloud™ customers this includes additional new pricing options, including hourly billing, and digital and workforce engagement license add-ons. Genesys Multicloud CX™ customers can look forward to Genesys multicloud architecture, a new and easy way to adopt cloud-delivered innovation while preserving existing technology investments and complying with rigorous data and security requirements. Whether you’re an on-premises or cloud customer, you can take advantage of the latest in customer experience software.

Personalize Experiences with AI-Powered Tools

Drive better sales conversion, service resolution and agent efficiency with new capabilities for predictive engagement and native and third-party bots. Some of the features covered include:

• Outcome scoring to map user actions against business outcomes
• Customer journey visualization to help agents understand the customer journey for better interactions at the moments it matters most
• Enhanced integrations for Salesforce, Genesys Dialog Engine and Google Dialogflow

Empower Employees and Improve Agent Performance

Deliver differentiating customer experience doesn’t depend solely on superstar agents. The use of intuitive, easy-to-use workforce engagement capabilities can also drive great customer and employee experiences. New workforce engagement features include:

• Voice transcription that lets you improve your customer voice interactions and better identify business problems
• Coaching with quality management to simplify how you schedule and facilitate valuable feedback sessions with your agents
• Multiweek scheduling and forecasting to streamline the planning process

A Connected, Unified Service Experience

As part of our strategy to deliver the best cloud-based innovation, Genesys has formed and expanded partnerships with Zoom and Microsoft. The initial Genesys Cloud integrations support SIP calling between the platforms, eliminating PSTN charges as well as supporting call transfers, recording and analytics. Expanded integration, which is expected at the end of Q3, will include directory, search and presence, as well as an integration with Zoom Meetings.

Make sure you’re taking advantage of the latest capabilities available with your Genesys solution. If you missed the Genesys Innovations webinar in August, don’t worry. Just pencil in 30 minutes and easily watch it on-demand. You’ll be on your way to delivering truly differentiating Experience as a Service to your customers.