roads_1 Omnichannel Contact Center Blueprint
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Call IVR

Prompt callers to self-direct through your main menu and call tree with or without speech recognition. Ability to authenticate customers within your IVR.

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Channel
Self-Service
Use Case
Call IVR
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Call IVR

Prompt callers to self-direct through your main menu and call tree with or without speech recognition. Ability to authenticate customers within your IVR. Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalisation tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.

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Visual IVR

Give mobile customers a visual way to complete or complement a voice interaction from their mobile device.

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Channel
Self-Service
Use Case
Visual IVR
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Visual IVR

Give mobile customers a visual way to complete or complement a voice interaction from their mobile device. This enables users to process information faster and more easily complete their task. Plus users can transfer to a live agent if necessary, passing context to the agent.

This enables users to process information faster and more easily complete their task. Plus users can transfer to a live agent if necessary, passing context to the agent.

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Voicebots

Deliver more natural self-service voice experiences using the power of AI — with a seamless handover to an agent when needed.

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Channel
Self-Service
Use Case
Voicebots
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Voicebots

Deliver more natural self-service voice experiences using the power of AI — with a seamless handover to an agent when needed. You can also increase operational efficiencies by leveraging natural language processing and the power of predictive routing to orchestrate more effective customer journeys.

You can also increase operational efficiencies by leveraging natural language processing and the power of predictive routing to orchestrate more effective customer journeys.

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Chatbots

Amplify web and mobile self-service applications with chatbots and the power of AI. Ability to transition to a voice call if needed.

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Channel
Self-Service
Use Case
Chatbots
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Chatbots

Amplify web and mobile self-service applications with chatbots and the power of AI connected to the agent experience for when it matters most. Support continuous, personalised conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies.

Support continuous, personalised conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies.

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Web chat

Make your website a conversation starter. Automate web chat responses, our route chat interactions to the best skilled resource.

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Channel
Digital
Use Case
Web chat
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Web chat

Make your website a conversation starter. With just a single click, Genesys Chat Routing provides your digital customers immediate access to live help. And because Genesys Chat uses skills-based routing, chat requests can be intelligently routed to the individual best equipped to help.

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Email

Make email part of the full experience. Route email interactions to the most skilled resource, and automate responses to inbound emails.

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Channel
Digital
Use Case
Email
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Email

Make email part of the full customer experience. Automatically distribute emails to the best-fit agent based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimise your email flow to create a better customer experience.

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Social Media

Make customer service more social. Engage with your customers on social channels like Facebook, Twitter and more.

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Channel
Digital
Use Case
Social Media
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Social Media

Make customer service more social. Engage with your customers on social channels like Facebook, Twitter and more. Using Genesys Social Engagement, you can monitor your business presence on relevant social media sites and easily identify and prioritise online comments. Automatically route social media interactions across the enterprise to the right people brings new levels of scalability, consistency and responsiveness in your social media interaction strategies.

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Messaging

Engage customers through SMS or within mobile apps, such as WhatsApp, Apple Business Chat, Facebook Messenger, WeChat, and Line.

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Channel
Digital
Use Case
Messaging
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Messaging

Engage customers through SMS or within mobile apps, such as WhatsApp, Apple Business Chat, Facebook Messenger, WeChat, and Line. Then connect them to the right resource anywhere in your business by routing customer text messages to your best-fit agents. Genesys SMS Routing uses skill-based routing so messaging your company for support is faster and more efficient than calling and enables conversations from anywhere.

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Co-browse

See what your customers see. Agents see and guide customer’s web browser during a phone call or live chat.

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Channel
Digital
Use Case
Co-browse
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Co-browse

See what your customers see. Improve customer experience and first contact resolution by enabling agents to assist your customers through a co-browsing session. Using real-time on-screen guidance, input or by taking control of the customer’s screen. There’s zero footprint for the customer desktop and content masking for security peace of mind.

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Proactive web engagement

Use machine learning to monitor website activity, predict visitor outcomes and proactively engage customers using chatbots, content and self-service knowledge.

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Channel
Digital
Use Case
Proactive web engagement
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Proactive web engagement

Use machine learning to monitor website activity, predict visitor outcomes and proactively engage customers using chatbots, content and self-service knowledge. Genesys Proactive Assist uses actionable insights from web and mobile customer behaviors to offer real-time live assistance at the appropriate moment. It matches customer behaviors and need with the right agent at the right time, on the right channel and agents have the full context to provide the best experience.

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Queue-based call routing

Route voice calls to the best agent based on the skills needed or the best team based on a queue.

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Channel
Inbound
Use Case
Queue-based call routing
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Queue-based call routing

Route voice calls to the ideal agent groups based on the skills needed. Create a unified virtual contact centre by connecting customers with the agents that are the best fit. Genesys Call Routing uses skills-based routing to direct calls to the resource best equipped to help — in your contact centre, back office, a branch office, an outsourcer or anywhere else in the world.

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AI-driven call routing

Route voice calls to the best agent based on the skills needed or the best team based on a queue.

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Channel
Inbound
Use Case
AI-driven call routing
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AI-driven call routing

Use the power of AI and machine learning to perfectly match callers and employees, based on any number of criteria and data points. Create a differentiated experience by connecting customers with the sales reps that provide the best fit. Genesys Predictive Routing provides the best match between customer and agent and appropriately routes the interaction on the customer’s preferred channel.

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Agent desktop screen pop

Display customer information to the agent as the call arrives.

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Channel
Inbound
Use Case
Agent desktop screen pop
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Agent desktop screen pop

Display customer information to the agent as the call arrives. When an inbound call is presented to an agent, a screen pop is displayed containing information based on selected variables.

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Automated customer callback

When hold times are high, offer a callback to waiting callers.

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Channel
Inbound
Use Case
Automated customer callback
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Automated customer callback

When hold times are high, offer a callback to waiting callers. An alternative to waiting on hold can make the difference in a customer’s experience. After a threshold of time, give callers the wait time and the option of receiving a callback. Now you can deliver higher customer satisfaction without maintaining a peak-level staff.

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Video call

Add the option to extend a mobile voice call into a video call.

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Channel
Inbound
Use Case
Video call
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Video call

Add the option to extend a mobile voice call into a video call. This visual presentation enables organisations to resolve queries faster and more efficiently, helping provide a better customer experience and reduced costs.

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Dialling

Progressive, Preview and Predictive dialling all available.

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Channel
Outbound
Use Case
Dialling
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Dialling

Genesys Outbound Dialler delivers co-ordinated outreach across multiple channels, both automated and agent-assisted, and creates optimal engagements based on agent availability. Options include Progressive dialling, Predictive dialling and Preview dialling.

Progressive dialling
Places call only when an agent is available

Predictive dialling
Dials when an agent is anticipated to be available

Preview dialling
Agent must click to accept the outbound dial

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Automated customer callback

Automate calls to customers who request a callback on your mobile app or web site.

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Channel
Outbound
Use Case
Automated customer callback
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Automated customer callback

Automate calls to customers who request a callback on your mobile app or web site. When customers can’t find the answers they need on your website or app, they want to speak with someone who can help quickly. With just a single click, Genesys Callback provides your digital customers the option to request a return call instead of waiting online or on an app. And because callback routing uses skills-based routing, these requests can be intelligently routed to the individual best equipped to help.

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SMS notifications

Use SMS notifications to notify customers or as part of integrated campaigns across non-voice channels.

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Channel
Outbound
Use Case
SMS notifications
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SMS notifications

Use SMS notifications to notify customers or as part of integrated campaigns across non-voice channels. Customers want a quick way to be notified of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty programme information, surveys and much more. Communicate important information simply and efficiently using Genesys SMS Notifications. Customers experience a more satisfying and engaging experience with businesses and companies reduce operational costs while ensuring important and time-sensitive text alerts are delivered to customers wherever they are.

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Outbound using email

Take your campaigns to customers' inboxes. Execute integrated campaigns across non-voice channels, including email.

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Channel
Outbound
Use Case
Outbound using email
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Outbound using email

Take your campaigns to customers’ inboxes. Execute integrated campaigns across multiple channels, including email. Part of a multi-wave campaign, email can be leveraged in co-ordinated, multi-channel campaigns in which it is possible to integrate calls, voice messages and text messages to communicate your messages to your prospects and customers at the right time, while ensuring regulatory compliance.

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Push notifications for mobile

Send notifications directly to customers' mobile devices, about updates, service issues and update requests.

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Channel
Outbound
Use Case
Push notifications for mobile
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Push notifications for mobile

Send notifications directly to customers’ mobile devices, about updates, service issues and update requests.

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Forecasting & scheduling

Optimise coverage for voice and digital channels with workforce scheduling. Use task-based scheduling to control the sequence of agent tasks. You can even optimise utilisation of your back-office and task-based workers with back office scheduling.

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Channel
Workforce
Use Case
Forecasting & scheduling
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Forecasting & scheduling

Find the right balance. Optimise coverage for voice and digital channels with workforce scheduling. Use task-based scheduling to control the sequence of agent tasks. Your Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across channels. Factor in arrival patterns and hours of operation to cover your bases and get real-time insight and monitoring into SLAs and schedule adherence.

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Long term planning & budgeting

Simulate the operation in order to have the right level of resources available. Create executive level what-if resource planning scenarios.

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Channel
Workforce
Use Case
Long term planning & budgeting
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Long term planning & budgeting

Simulate the operation in order to have the right level of resources available. Create executive level what-if resource planning scenarios. Quickly and accurately forecast all important planning metrics, simulate plans to accurately determine the agents you need week-over-week and develop highly efficient just-in-time hiring and overtime plans to optimally use your labour pool. It also ensures more accurate budget management.

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Recording

All your recording needs are covered, including: voice and IVR recording; voice and screen recording; even agent desktop and screen recording.

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Channel
Workforce
Use Case
Recording
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Recording

All your recording needs are covered, including: voice and IVR recording; voice and screen recording; even agent desktop and screen recording. Monitor quality to continuously improve performance and experiences. Be compliant. Genesys Voice Recording, natively integrated into the Genesys Customer Experience Platform, reliably records 100% of calls—including those with desktop and screen sharing—making it easier to search and access recordings.

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Surveys

Collect customer feedback through web-based surveys after an interaction.

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Channel
Workforce
Use Case
Surveys
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Surveys

Collect customer feedback through web-based surveys after an interaction. The surveys can be designed, tested and published using a configurable web-user interface. Genesys Survey Solution allows rapid duplication, modification and adaptation to meet changing business requirements.

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Quality and compliance management

Ensure quality and compliance with use cases that cover quality management, skills assessment and performance management.

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Channel
Workforce
Use Case
Quality and compliance management
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Quality and compliance management

Ensure quality and compliance with use cases that cover quality management, skills assessment and performance management. Genesys Quality Management includes strategic metadata with each recorded interaction in order to pinpoint which are most valuable to evaluate and then uses predefined reports to analyse and present those results for a clear and consistent view of both your strengths and opportunities for improvement.

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Outsourcer management

Get visibility into and manage your outsourced partner organisations.

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Channel
Workforce
Use Case
Outsourcer management
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Outsourcer management

Get visibility into and manage your outsourced partner organisations by identifying skills that drive desired business results, then create models to distribute this knowledge in a consistent manner. Assess outsourcer understanding of what you’ve provided, then target additional training if needed. Compare and track completion and outsourcer effectiveness in driving your business performance metrics.

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Interaction analytics

Get basic insights into voice interactions with speech analytics or go for deeper insights with advanced text and speech analytics. You can also mine messaging conversations with messaging text analytics.

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Channel
Workforce
Use Case
Interaction analytics
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Interaction analytics

Get basic insights into voice interactions with speech analytics or go for deeper insights with advanced text and speech analytics. You can also mine messaging conversations with messaging text analytics.

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Training

Assess and empower your teams. Workforce management tools include automated employee onboarding, skills development and assessment and training and activity scheduling.

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Channel
Workforce
Use Case
Training
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Training

Assess and empower your teams. Workforce management tools include automated employee onboarding, skills development and assessment and training and activity scheduling. By reducing knowledge gaps in your workforce with targeted, self-paced training and clear coaching insights, you can provide a more consistent customer experience across all channels.

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Agent assistance

Monitor customer and agent conversations to provide the agent with timely prompts and additional information. Guide reps and automated actions with best practice sales playbooks.

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Channel
Workforce
Use Case
Agent assistance
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Agent assistance

Monitor customer and agent conversations to provide the agent with timely prompts and additional information. Provide live transcripts of the customer’s voice or chat bot conversation on the agent’s omnichannel desktop, then provide the agent with prompts, hints, tips and additional information based on dynamic interpretation of what is needed.

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CRM & HR integration

Integrate your CRM and HR systems—like Salesforce, ZenDesk and Oracle—to drive screen pops, personalise self-service and feed data back based on the interaction.

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Channel
Integrations
Use Case
CRM & HR integration
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CRM & HR integration

Integrate your CRM and HR systems—like Salesforce, ZenDesk and Oracle—to drive screen pops, personalise self-service and feed data back based on the interaction.

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WFM integration

Integrate third-party workforce management systems with bi-directional data feeds.

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Channel
Integrations
Use Case
WFM integration
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WFM integration

Integrate third-party workforce management systems with bi-directional data feeds. This API provides automated synchronisation of the two, eliminating the need for redundant data management, resulting in improved system performance and happier IT personnel.

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Voice systems

Integrate third party IVR and speech recognition applications.

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Channel
Integrations
Use Case
Voice systems
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Voice systems

Integrate third-party IVR and speech recognition applications. If you’re not ready to transition away from your existing voice system, you can integrate advanced contact centre features with your existing IVR.

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Knowledge management

Integrate third-party knowledge management applications, giving your agents enhanced search functionality.

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Channel
Integrations
Use Case
Knowledge management
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Knowledge management

Consolidate knowledge that’s scattered throughout your organisation in a single searchable repository. Now, your customers can help themselves; but if they do reach out, your agents are also equipped to provide better, quicker assistance. Leverage machine learning to constantly improve and deliver search relevancy.

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Business communications

Streamline communications with a fully pre-integrated phone system (PBX) and corporate messaging and collaboration.

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Channel
Integrations
Use Case
Business communications
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Business communications

Consolidate multiple systems into a single, reliable platform for both contact centre and business users. With a unified platform, enterprises can seamlessly connect with customers, partners and teams anywhere. Enjoy fast deployment, simplified administration, improved efficiency and reduced total cost of ownership.

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Pre-built integrations

Connect with partners whose specialities include compliance, industry-specific tools, gamification and more. These pre-integrated solutions can easily be added to your tech stack.

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Channel
Integrations
Use Case
Pre-built integrations
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Pre-built integrations

Connect with partners whose specialities include compliance, industry-specific tools, gamification and more. These pre-integrated solutions can easily be added to your tech stack.

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Omnichannel Reporting

Contact centre metrics all in one place — for every channel, every agent and every location.

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Channel
Insights
Use Case
Omnichannel Reporting
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Omnichannel Reporting

Contact centre metrics all in one place — for every channel, every agent and every location. Gain a holistic view of customer journeys to better meet service levels and exceed your customers’ expectations. Leverage call centre reporting software that’s focused on delivering information that your business can use to align employee engagement, optimise operations and provide a consistent customer experience.

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KPI Insights

Monitor and analyse contact centre metrics to detect addressable service level anomalies.

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Channel
Insights
Use Case
KPI Insights
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KPI Insights

Monitor and analyse contact centre metrics to detect addressable service level anomalies. Improve the customer and employee experience by giving business users a full view into service level performance and tools to take timely action. Genesys KPI Insights monitors performance against service level goals and provides simple filtering, drill-down and custom reporting to address service issues.

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Journey Tracking

Monitor customer journeys across all channels to enhance outcome prediction and reach your business goals.

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Channel
Insights
Use Case
Journey Tracking
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Journey Tracking

Monitor customer journeys across all channels to enhance outcome prediction and reach your business goals. Apply machine learning, dynamic personas and outcome probabilities to identify the right moments for proactive engagement.

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