Explore what’s new in Genesys Cloud
– Formerly PureCloud –
Winter Innovations 2020
Heat things up with our Winter Innovations 2020: the latest AI, apps, digital experiences and employee empowerment—all delivered from the cloud.
2020 ushers in a new era of technology to power the world’s best customer experiences.
PureCloud has taken the market by storm with its extraordinary capabilities and phenomenal growth. Over 300 features have been added within the last two years alone due to its unmatched flexibility. PureCloud, the Genesys flagship cloud offering, is now called Genesys Cloud. As both a solution and an experience platform, Genesys Cloud and the Genesys Cloud Platform offer powerful capabilities for companies of all sizes.
PureEngage continues to power customer experiences for the world’s largest brands, serving the extremely large-sized enterprise market with unsurpassed capabilities. The unique requirements of this market will shape the future of PureEngage On-Premises and Cloud as they become known as Genesys Engage, with more deployment options and capabilities than ever.
Genesys remains focused on delivering value to our customers through innovations that deliver the best business outcomes. Use cases that offer proven results are the guiding principles of our innovation strategy. Throughout 2020, Genesys will continue to be the leader of innovation across artificial intelligence (AI); digital experiences that span sales, marketing and service; and capabilities that empower your employees to become better engaged and work smarter — not harder. All of this creates better experiences for both customers and employees.
– Formerly PureCloud –
New Genesys Cloud (formerly PureCloud) capabilities are all about expanding support for customer experience by streamlining the customer journey and making interactions more efficient and effective. Check out updates on chat flow schedules, custom routing, data dips, preferred agent routing and more.
Self-service and automationÂ
Outbound
SMS campaigns and short message code support let you send bulk notifications and information to customers via SMS; it’s ideal to use for campaigns.
Digital sales and service
Routing and flows
New Genesys Cloud (formerly PureCloud) capabilities are focused on using data and predictions to improve both the employee and customer experience. Winter 2020 adds more bot and predictive engagement capabilities to Genesys Cloud.
Self-service and automation
Digital sales and service
Genesys Cloud (formerly PureCloud) heavily emphasizes the user experience. Agents, supervisors, administrators, quality managers and workforce planners are equally important when it comes to the user experience. Check out the new capabilities and enhancements.
User experience
Admin experience
Analytics
Quality management and recording
Workforce management
These new and enhanced Genesys Cloud (formerly PureCloud) capabilities represent a major expansion of features and the next level in resiliency, giving you more choices.
Genesys Cloud Voice
Unified communications
Genesys Cloud (formerly PureCloud) is both a solution and a platform. The Genesys Cloud Platform lets you subscribe and buy cool features directly from Genesys—or build your own. You can even do both, if that’s what you need. Plus, with hundreds of add-on applications available in the Genesys AppFoundry Marketplace, the platform is highly flexible and secure for companies and app developers. Check out what’s new on the Genesys Cloud Platform.
Regions
Developer
Apps
Security
For more details, check out the Genesys Developer Center – making it easier than ever for you to have technology your way.
- Formerly PureEngage and PureEngage Cloud -
Many new capabilities are offered in Designer, including Facebook, Twitter, WhatsApp, SMS interactions, single sign-on (SSO), the use of speech grammars stored outside of Designer and other speech enhancements.
New digital enhancements include multiple SMS sessions, French and German language support, and support for MMS interactions.
Pulse real-time reporting now provides a wallboard to display KPI widgets that enable you to broadcast and share information to your entire team.
CX Insights offers new reports and dashboards for chat interaction acceptance rates, workload distribution (iWD), interaction flows and predictive routing.
Cloud intelligent Workload Distribution (iWD) is available in the cloud. This powerful tool captures pre-classified work items (tasks) from any source system and then continuously re-prioritizes them according to business requirements. This ensures they’re pushed to the best available agent at the right time.
Public cloud, private cloud or on-premises, Genesys Engage offers the industry’s best flexibility for extremely large-sized enterprises. Consume software the way that you choose. Multicloud options include Amazon Web Services (AWS), Microsoft Azure or Google Cloud platform with a strategy to fully support Kubernetes and containers for maximum enterprise flexibility.
Genesys announced an expanded partnership with Microsoft that will offer Genesys Engage on Microsoft Azure, expanding the deployment options for large sophisticated businesses. Other new integrations include:
Journey mapping gives agents a visualization of historical customer engagement across channels, including access to play back multichannel recordings from those engagements. Having this complete context means higher quality, more personalized customer engagement for faster resolution.
Interaction Dialer SMS supports outbound notifications to proactively notify customers of appointments or reminders. This includes real-time SMS totals, reports and statistics to monitor the effectiveness of campaigns.
Many new Interaction Analyzer workgroup, details and agent statistics give you a better view of agent and customer scores as well as keyword spotting that’s related to interactions.
Even if you’re a PureConnect customer who’s not considering a full Genesys Cloud migration, you can add new innovations as a cloud service. This means you can keep your PureConnect system on site while adding measurable value to your existing customer experience operations. Consider adding hybrid cloud innovations like Genesys Altocloud predictive engagement, voice and chatbots, IVR as a Service, and more.
A special Genesys Cloud migration offer for PureConnect and PureEngage customers.
Using the Genesys software is a snap. But don’t just take our word for it. Ask one of the hundreds of thousands of agents, supervisors, admins and developers using Genesys Cloud today.
Hundreds of new features are added each year. Add AI with chatbots or voicebots, as well as new channels like SMS, WhatsApp, Twitter, Facebook and Line.
Genesys Cloud is both a solution and a platform. Buy subscriptions for cool features, build your own capabilities with our developer portal or extend capabilities from the hundreds of apps in our AppFoundry Marketplace.
Let us help your company move to the cloud faster, easier and with the best financial incentives. Register for your special offer today.