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Let's take a quick overview of the email management capabilities in Genesys Multicloud CX. We’ll demonstrate how you can provide great customer experiences and seamless journeys across all channels.

Configure and customize

Enabling email management with Genesys Multicloud CX is easy. All you need to do is configure all the inboxes you need; add your email as a communication channel on your public website; and leverage our prebuilt web forms and widgets to customize the access form(s) to your corporate look and feel.

Routing email

The Designer workflow builder enables businesses to find the right balance between self-service and assisted service. Leverage external knowledge management and AI/NLU engines for auto-responses or suggested responses; or select the best-skilled agents for the most complex inquiries. Designer allows you to build once and apply in multiple interaction channels.

Classification and prioritization

With Genesys Multicloud CX email management capabilities, business users can set up rules to classify and prioritize all incoming email interactions. Meet your key metrics when handling large volumes of interactions or provide hyper-personalized service to your VIP customers so you never miss your targets.

Universal email queue

The Workload Manager interface allows business users to stay in control of the workload by pausing, restarting or canceling interactions, as needed. You can check incoming interaction details easily and get an at-a-glance view of all your incoming email messages to sort, filter and arrange them.

Agent interface

The Genesys Multicloud CX agent desktop simplifies email handling through a single, integrated multichannel interface. Agents can increase their productivity by having immediate access to canned responses, localized grammar, spell checking, customer interaction history, CRM system integration and real-time agent assistance.

Monitor email performance

Performance control dashboards give line of business directors and managers immediate access to key metrics, such as the number of handled email, email in backlog by categories, arrival volumes and more.

See all you can do

Request a demo to see how Genesys Multicloud CX enables fluid conversations across digital and voice channels in an easy, unified way.