Don't let your CX become frozen in time

New Genesys Cloud CX (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 CX.

 

Self-service and automation

• Weave third-party integrations into your call flows, including voice and messaging channels. Powered by Genesys AI, Genesys Cloud CX supports Amazon Lex, Genesys Dialog Engine for digital and Google Dialog flow for voice and digital, plus TTS for both Nuance and Speech Morphing
• New chat widget lets you use Amazon Lex bots in your self-service strategy to get real-time feedback from customers

 

Digital sales and service

• Genesys predictive engagement (formerly Genesys Altocloud) capabilities include:
  • Webhooks – If a high-value customer is browsing your website, this capability can automatically initiate a group chat with appropriately skilled sales or service agents to notify them of the browsing VIP. The group can then reach out to the customer to offer personal assistance. This is just one of many use cases for webhooks.
  • Content offers – Serve a content offer at exactly the right time during a website visitor’s journey. This could be a special promotion that triggers when the visitor’s behavior matches a defined set of criteria.
  • Action maps – Apply action maps to specific web pages. Action maps are triggers and conditions that define the logical steps or next steps in a customer journey.

Genesys Cloud CX (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

• Get a new color scheme but the same great features.
• Advanced sound settings are available for your phone ringtones, including a ring through your laptop versus headset.

 

Admin experience

• Generic SAML support makes it easier to send messages between systems.
• Microsoft Active Directory, OKTA and OneLogin SSO allows automated synchronization of user data between systems.
• Support for Agent Logoff by Admin.
• Change the company display name for a Genesys Cloud CX organization from within the organization settings in the Admin menu. This is a great option if you’ve recently changed names via a merger or acquisition—it doesn’t change your company ID or short name.

 

Analytics

• IVR flow destination views offer insight into the outcome of each flow.
• CSV exports are available for Interactions Views and Flow Destinations Views.
• A new Jobs API offers async requests for detail records that previously limited the amount of data you could access. This new API allows larger volumes of data records to be pulled into a job. It also includes customer attributes from different functions,such as Architect or Scripter.
• Exclude short-level abandons from service-level calculations, if desired (currently under Beta only).
• Queue activity view enhancements let you see your longest wait and longest interaction by media type and queue. Plus, you get more insight into what an agent is doing on an interaction, specifically around after-call wrap ups or on hold.
• Contact center managers can format the time values in HH:MM:SS:mmm when they export data from a view that contains duration columns.

 

Quality management and recording

• Assign evaluations per agent, per period; agents will receive a notification of a newly completed evaluation for their review and comments.
• Improved handling of evaluation re-scoring and deletion improves accuracy in scoring analytics.
• New APIs allow for bulk deletion of recordings.

 

Workforce management

• Planners can make schedule changes in bulk, rather than editing schedules for individual agents.
• Add or copy agents activity to schedules makes it easier to manage schedule editing based upon coverage impact. For example, select the “copy activity to agents” activity type from a dropdown menu when inserting a new activity into a schedule.
• Schedule individual or group activities based on coverage impact. For multiple agents, you can optionally insert the activity for the time the agent(s) are available. For example, if a meeting is added from 2:00 to 3:00 PM, and an agent’s shift ends at 2:30 PM, you can schedule the meeting for 30 minutes in length.

These new and enhanced Genesys Cloud CX (formerly PureCloud) capabilities represent a major expansion of features and the next level in resiliency, giving you more choices.

 

Genesys Cloud CX Voice

• Genesys Cloud CX Voice has expanded to Austria, Poland and Portugal, now providing these services in a total of 15 countries in Europe. And we’ve recently cut our inbound rates in the EU by 50%.
• Users can now purchase BYOC and Genesys Cloud CX Voice from within the Genesys Cloud CX app.

 

Unified communications

• Native faxing with fax-to-email capabilities, confirmation and auto-retry
• Advanced sound settings for your phone ringtones, including a ring through your laptop versus headset

Genesys Cloud CX (formerly PureCloud) is both a solution and a platform. The Genesys Cloud CX 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 CX Platform.

 

Regions

• Genesys launched a second regional AWS availability zone in the Americas, US West, on October 23, 2019. New users can choose the region closest to their main site location; US West or US East.

 

Developer

• The embeddable framework enables the Genesys Cloud CX desktop to be embedded within your web desktop. It supports both public and private (i.e., custom) apps.
• The client application user interface (UI) lets you embed contextualized third-party UIs within the interaction screen in the same way as Genesys Altocloud. They can be loaded in the sidebar or in a full-frame layout.
• The platform processes more than 1 billion API requests per week. To better serve and notify developers, soft limits reporting displays limits for developers. Limits are imposed on API requests to ensure the platform remains stable and to promote good application development.
• A new iOS API SDK is available so users can embed Genesys Cloud CX customer engagement capabilities into existing iOS applications.
• API usage dashboard lets you view every authorization of an API.

 

Apps

• Now you can activate a free trial for dozens of premium client applications via the Genesys AppFoundry.

 

Security

• New monitoring tools let you download and search SIP packet captures.​​​
• Oauth scopes capability limits client access to certain datasets, offering enhanced security of your overall data.
• ISO 27018 certification, in addition to our existing ISO 27001 certification, demonstrates our commitment to security and data protection, fulfilling GDPR requirements.
• Mutual Transport Layer Security (TLS) for data actions lets you add security certificates to data actions, preventing unauthorized access to data. Additionally, a data-actions usage dashboard is available to view metrics on times and frequency.
• Complies with the new California Consumer Privacy Act.
• IP whitelisting allows you to control log-in access to specific IPs or IP ranges.

 

For more details, check out the Genesys Developer Center – making it easier than ever for you to have technology your way.