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Modernise the Contact Centre Back Office with Automation and Task Routing

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Contact Centre AI Bridges Gaps in Agent and Customer Connections

There’s a new dawn in the role of the contact centre agent. Over the last decade, the maturity of conversational artificial...

Sean Rooney

18/06/2023

Genesys Predictive Engagement Is Your Next CX Superpower

Imagine you’ve been asked to create a proactive message that will reach customers who are browsing your company’s website to...

Genesys

01/10/2022

Boost the Web Chat Experience with Genesys Web Messaging

Customers expect more from their interactions with your brand. They’re more tech-savvy and have easy access to a wide range of...

Genesys Cloud

26/09/2021

What’s New in Genesys Multicloud CX Cloud: Optimising Email Flows to Deliver Superior CX

While artificial intelligence (AI), bots and new digital messaging channels have emerged and dominated the “what’s next”...

Genesys Multicloud CX

25/08/2021

Genesys Predictive Routing: Supercharge Connections with AI

It’s said that first impressions matter. This especially rings true within the contact centre. A vast amount of time, money...

Olivier Jouve

25/07/2021

Onboard and Train Employees Effectively with Genesys Cloud Learning Capability

Proper employee onboarding and continuous development is vital to ensuring contact centre employees are well-equipped with the...

Genesys Cloud

24/04/2021

ICYMI: Genesys Cloud Feature Releases for February 2021

Last month brought a stream of significant new Genesys Cloud™ capabilities. Main themes from February 2021 releases include...

Genesys

29/03/2021

Genesys Cloud Feature Releases: What’s New in January 2021

It’s shaping up to be the year of the enterprise for Genesys Cloud. An increasing number of today’s largest customer...

Don Huovinen

17/02/2021

Genesys Cloud Scores Higher in Gartner 2020 Critical Capabilities for CCaaS than in 2019 Report

Genesys Cloud continues to disrupt the contact centre industry by delivering innovation to companies of all sizes, everywhere,...

Jason Alley

12/02/2021

Genesys Cloud feature releases: What’s new in November 2020

At the start of 2020, we announced that PureCloudTM would be renamed the Genesys CloudTM platform. Over the last several months,...

Wendy Mikkelsen

05/12/2020

Google Dialogflow and Genesys: Conversational AI-Powered Customer Experience

Enterprises that want to revolutionise their customer experience rely on bots and virtual assistants to answer customer questions...

Genesys

02/12/2020

Get a Complete Picture of the Customer Journey in Genesys Predictive Engagement

Businesses that want to communicate with customers in the best moment — and through the right channels — must use customer...

Dan Arra

25/09/2020

Genesys Cloud Feature Releases: What’s New in July 2020

We might be nearing the end of summer, but the continuous feature releases for the Genesys CloudTM platform are nowhere near...

Saramar Vallejo

04/08/2020

How to Integrate Genesys Predictive Engagement with Salesforce Using Architect Workflows

Competition is fierce; businesses around the globe want to provide the best personalised experience across a variety of voice and...

Cristina Vargas

06/07/2020

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.