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.

Building 3Building 3
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.

Building 7Building 7
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.

Building 16Building 16
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.

Building 23Building 23
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.

Building 38Building 38
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.

Building 8Building 8
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.

Building 30Building 30
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.

Building 29Building 29
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.

Building 6Building 6
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.

Building 39Building 39
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.

Building 13Building 13
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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