By industry
Retail
Personalize the shopping experience with a connected journey.
Financial services
Transform banking engagement with seamless experiences across channels.
Government
Deliver on the promise of digital government.
Healthcare
Create secure, connected patient experiences at every touchpoint.
Make knowledge easy to create, edit, maintain and activate for the various channels — and boost productivity for all your users.
Automatically deliver the right knowledge across channels. Using artificial intelligence (AI) ensures information is based on customer intent, not just keywords.
Know how often customers and agents use knowledge. Learn whether it’s effective and explore differences in use across channels.
Curate, organize and deliver rich information with an intuitive knowledge workbench. Eliminate coding requirements and save time for your content authors, allowing them to focus on managing knowledge and making it discoverable.
Understand what your agents and customers are looking for with an AI-powered semantic search experience. It uses context to provide dynamic content in sync with customer journeys, allowing agents to build customer relationships.
Automatically surface knowledge with self-service tools, such as bots, agent assist and support center. Help customers and agents resolve issues and inquiries faster so they can focus on knowledge needs that require a human touch.
Get automatic insights into knowledge use and effectiveness from various points of interaction. Identify knowledge gaps and easily address them in real time without holding back on customer interactions.
Deliver knowledge that feels personal, in-context and in the language your customers communicate. Easily add new and different ways for your customers to ask questions and how you handle them across specific channels.
Import and access knowledge that exists across files and shared resources.
Connect to existing third-party tools and investments and blend them into your Genesys environment to deliver knowledge insights quickly.
2023 Gartner® Magic Quadrant™ for Contact Center as a Service
78%
of respondents expect the greatest frustration for CX employees is having insufficient information to assist customers in the moment
Customer Experience and the Future of Work MIT Technology Review Insights, 2022
As you increase the variety and complexity of your products and services, enter new markets and diversify your customer base, you create new knowledge. But sharing the right knowledge with the right stakeholder — at the right moment — is challenging.
With Genesys, you have access to user-friendly knowledge management tools that make it easy to deliver better agent and customer experiences. Eliminate silos across your organization with collaboration tools that easily compile and access your content library, customer data and other helpful resources. Give your customers and agents the right information, in the right moment — to improve every customer interaction.
Give your customers and agents the knowledge they crave with a centrally maintained knowledge base software that can be leveraged across touchpoints. Give every area of your organization, including customer support and sales teams, access to the information they need. Include all users and information consumers in your feedback loop to train and improve self-service content across engagements.
Enable knowledge for customers and agents. Build a single knowledge repository that supports digital and voice-based interactions through self-service, bots or agent-led conversations. Provide a more consistent customer experience across touchpoints.
Give your knowledge workers easy-to-use tools to create and enrich knowledge. Create knowledge repositories or import your existing content sources. Genesys supports rich text, image and video to make content come alive. Organized knowledge ensures your content is easy to find and ready for use on your terms.
Enable information to flow automatically from the repository to any point of impact in real time. Semantic search and AI ensure that content is retrieved based on intent, not keyword, in the context of the interaction. Add channel dimensions to your repositories to ensure your knowledge base can support customer self-service as well as agent-led interactions with equal precision.
Easily create a smart portal for your knowledge repository. Activate select knowledge categories or activate the entire knowledge base for use as a support center for customers or employees. Add to your web page with a simple snippet of code that lets you incorporate smart search capabilities. This includes a type-ahead dropdown that makes it quick and easy to find the right information.
Customers and employees want information on their terms and in their language. Support this need by providing knowledge repositories across an increasing set of languages. English, German, French, Spanish, Italian and Portuguese are already supported — and more languages will be supported in the future.
Use interactive reports of knowledge usage and effectiveness to proactively close knowledge gaps and find opportunities for improvement. Knowledge Optimizer provides a view into requests for knowledge and shows which were successful and which weren’t. It also shows what information is used more often and what’s considered best by the information user.
Quick, convenient support is the key to better customer and agent experiences. That means providing readily available answers that make sense in the context of the conversation.
With the right knowledge management software, you can ensure every interaction is supported with the right information. Deliver faster, more efficient customer self-service and empower your team members with easy-to-access insights in the moments it matters most. Request a demo today to see how Genesys enables automated answers you can count on.
We’ll contact you directly to set up a date and time that works with your schedule.
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
