Genesys Contact Center
Genesys Contact Center stands unparalleled, ensuring your business offers unmatched customer experiences consistently. Experience seamless interaction with your customers while bolstering your brand's reliability and responsiveness with Genesys.
With Genesys PureCloud Contact Center you can create customer and agent experiences that effortlessly blend automated and human resources. Know your customers and engage when it matters.
Contents:
- Why Geneys Contact Center?
- What is Genesys Cloud CX?
- Key Features
- Pricing & Purchasing
- How it Works
- Related Resources
Happy Customers
Why Genesys Contact Center?
Providing exceptional customer service is essential for building brand loyalty and driving growth. That's where Genesys Contact Center comes in. With a wide range of features and benefits, Genesys stands out as a leading provider of contact center solutions that can transform your customer experience.
Let's delve deeper into why Genesys is the top choice for businesses looking to enhance their customer service operations.
Omnichannel Support
One of the standout features of Genesys Contact Center Solutions is its omnichannel support. In today's digital age, customers expect to engage with businesses through various channels such as phone, email, chat, social media, and more. Genesys allows businesses to integrate these channels into a single platform. This ensures a consistent and personalized customer experience across all touchpoints. With omnichannel support, you can manage customer interactions, gain a holistic view of each customer's journey, and deliver timely and relevant responses.
AI-Driven Assistance
Another major advantage of Genesys is its AI-driven assistance. Powered by advanced machine learning algorithms. Genesys leverages artificial intelligence to automate routine tasks, improve agent productivity, and deliver personalized customer experiences.
Through the use of AI, you can automate processes like call routing, chatbot interactions, and customer data analysis. This frees up agents' time to focus on more complex and value-added tasks. Additionally, AI-driven assistance enables businesses to gather insights from customer interactions, identify patterns, and proactively address customer needs, ultimately enhancing customer satisfaction and loyalty.
Scalability: Growing with Your Business
Genesys understands that businesses evolve and grow over time. That's why scalability is a key feature of their contact center solutions. Whether you're a small startup or a large enterprise, Genesys provides the flexibility to easily scale your contact center operations to meet changing business demands. With Genesys, you can effortlessly add or remove agents, expand your customer service channels, and adjust your solution's capacity as your business expands. This scalability ensures that Genesys can support your contact center needs both now and in the future.
Security: Safeguarding Customer Data and Privacy
When it comes to customer service, data security and privacy are of utmost importance. Genesys Contact Center Solutions prioritize the protection of customer data and ensure compliance with industry regulations. With robust security features, including data encryption, secure access controls, and strict authentication protocols, Genesys safeguards sensitive customer information from unauthorized access, breaches, and cyber threats. By choosing Genesys, businesses can trust that their customer data is safe and that they are operating in a secure and compliant environment.
Key Genesys Contact Center Features
Intelligent Routing
Genesys utilizes intelligent routing algorithms to ensure that customer interactions are directed to the most appropriate agent. By analyzing customer data, including their history, preferences, and context, Genesys can match customers with agents who have the right skills and knowledge to efficiently address their needs. This feature not only improves first-call resolution rates but also reduces wait times. It also ensures that customers are connected with the right person who can provide personalized assistance.
Real-Time Analytics
With Genesys Contact Center Solutions, businesses gain access to real-time analytics and reporting capabilities. This feature allows supervisors and managers to monitor and assess key metrics such as call volume, average handling time, and customer satisfaction scores. By having real-time insights into contact center performance, you can identify areas for improvement, make data-driven decisions, and optimize customer service operations for maximum efficiency and effectiveness.
Voice Biometrics
Genesys integrates advanced voice biometric technology into its contact center solutions. This feature allows businesses to authenticate customers based on their unique voiceprints, eliminating the need for cumbersome and time-consuming security questions. Voice biometrics not only enhances the security of customer interactions but also improves the overall customer experience by reducing authentication time.
Virtual Assistant
Virtual Assistant: Genesys offers a virtual assistant feature that utilizes natural language processing and machine learning algorithms to provide automated and personalized assistance. Virtual assistants can handle routine inquiries, provide self-service options, and even perform tasks such as updating customer information or scheduling appointments. By offloading simple tasks to virtual assistants, businesses can free up their agents to focus on more complex and value-added interactions, ultimately improving productivity and customer satisfaction
Predictive Analytics
Genesys leverages predictive analytics to anticipate customer needs and preferences. By analyzing historical customer data, Genesys can identify patterns and trends, enabling businesses to proactively address customer issues and deliver personalized experiences. Predictive analytics can also help businesses optimize their workforce management by accurately forecasting call volumes and staffing requirements, ensuring that the right number of agents are available to handle customer inquiries
Omnichannel Support
Offer your customers the convenience of choosing their preferred communication channels. From voice, email, chat, to social media, Genesys supports all, ensuring your customers enjoy seamless and consistent support across all platforms.
Your customers, agents and reps can shift between channels without losing context. Your business can expertly design, launch and monitor even the most complex customer journeys using routing to automatically deliver interactions to the best available resource.
Genesys Contact Center Pricing
Genesys offers a diverse range of pricing structures for their contact center solutions, designed to cater to various business sizes and needs. The cost typically varies based on factors such as the number of agents and features.
We effortlessly simplify the procurement process and extend substantial discounts your way -at a discount below what you can get direct. Our friendly and honest staff is more responsive and not on commission.
Feature | CX 1 Voice | CX 2 Digital | CX Digital + Voice | CX 3 Digital + WEM | CX 3 Digital + WEM + Voice |
Price (MSRP without our discounts) | $75/month | $95/month | $115/month | $135/month | $155/month |
Inbound Voice Routing | O | O | O | ||
Voicemail | O | O | O | ||
WFM | O | O | |||
Employee Performance | O | O | |||
Speech & Text Analytics | O | ||||
Speech-enabled IVR | O | O | O | ||
Voicebots* | O | O | O | ||
Callback (IVR & Web) | O | O | O | ||
Voice Outbound | O | O | O | ||
Access to AppFoundry Integrations | O | O | O | O | O |
Platform APIs | O | O | O | O | O |
Insights: Real-time & Historical Views & Reporting | O | O | O | O | O |
Chatbots* | O | O | O | O | |
Unlimited Chat & Email Routing | O | O | O | O | |
Co-browse | O | O | O | O | |
SMS | O | O | O | O | |
Messaging Apps | O | O | O | O | |
Web Messaging | O | O | O | O | |
Digital Outbound | O | O | O | O | |
Inbound/Outbound Blending | O | O | O | O | O |
Unified Communications |
| O | O | O | O |
Interaction Recording | O | O | O | O | O |
Screen Recording | O | O | O | O | |
Quality Management & Compliance | O | O | O | O |
- The use of AI capabilities may incur additional usage charges
Contact Us to Learn More or Get a Free Quote
Cloud9 Data is the leading technology broker for businesses, non-profits, EDU, and Government agencies.
Just as insurance brokers represent clients to find the best policies tailored to individual business needs, Cloud9 Data represents clients to secure top-tier IT solutions at better prices. This is accomplished by leveraging our partnerships with 200+ suppliers. We can provide competing quotes from the top 6 Contact Center Platforms. Our non-commissioned technology experts help cut through the clutter (no cost) and we extend significant discounts to clients due to our purchasing volume.
We make procurement much easier and save clients’ money. Plus we offer managed services if needed.
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FAQ's
How Much Does Genesys Contact Center Cost?
Genesys Contact Center cost starts at $75/month. The platform doesn’t adopt a one-size-fits-all pricing model, but instead tailors its offerings based on the specific needs and scale of a business.
The cost spectrum of Genesys Contact Center is influenced by several determinants. Firstly, the scale and complexity of the desired setup play a significant role. Whether a business is eyeing the cloud, on-premises, or a hybrid solution, the pricing adjusts accordingly. The number of agents, the geographical spread of operations, and the need for specialized features or integrations can also impact the overall cost. Genesys offers various packages, from essentials for small businesses to more elaborate setups for large enterprises.
What is Genesys Cloud CX?
Genesys Cloud CX is a cloud-native customer experience platform. This ensures that you can swiftly adapt to changing customer demands without being bogged down by infrastructural limitations. The platform isn't just about voice communications; it offers a holistic omnichannel experience, allowing businesses to connect with their customers across various touchpoints, be it chat, email, or social media. Embedded within its framework is a suite of AI-driven tools and analytics, empowering businesses with actionable insights to continually refine their engagement strategies.
What is the Difference Geneys CX1 and CX2?
Genesys CX1 and CX2 often come into focus, prompting businesses to delve into the differences that set them apart. While both are designed with the overarching goal of enhancing customer interactions, the nuances lie in their features, scalability, and intended audience.
- Genesys CX1 is typically oriented towards businesses that are in the nascent stages of their customer experience journey or those that require a more streamlined solution. It offers essential functionalities that empower businesses to establish robust communication channels with their customers without diving into the complexities of advanced integrations or tools.
- Genesys CX2 is a more comprehensive offering, targeting enterprises or businesses with intricate customer interaction needs. It boasts a richer feature set, including advanced analytics, deeper integration capabilities, and support for a wider range of communication channels. Additionally, CX2 is designed to be more scalable, making it ideal for businesses anticipating rapid growth or those with a vast customer base.
Steps to Set Up Genesys Contact Center
Implementing Genesys Contact Center Solutions in a business setting is a straightforward process that can have a significant impact on enhancing customer service operations. Let's take a brief insight into the implementation and usage of Genesys contact center, along with a short case study to illustrate its effectiveness.
Once the implementation plan is established, the next step is to integrate Genesys into your existing infrastructure. This may involve integrating with existing CRM systems, databases, or other customer service tools. Genesys provides seamless integration capabilities, allowing your businesses to consolidate customer data and streamline operations. Integration ensures that your agents have access to comprehensive customer information, enabling them to provide personalized and efficient assistance.
Case Study
To illustrate the effectiveness of Genesys, let's consider a real-life case study. Blibli, a leading e-commerce retailer, was struggling to meet the increasing demands of its customers. Their contact center was overwhelmed with a high volume of customer inquiries, resulting in long wait times and dissatisfied customers. Blibli decided to implement Genesys Contact Center Solutions to improve their customer service operations.
With Genesys' omnichannel support, Blibli was able to seamlessly integrate various communication channels, including phone, email, chat, and social media, into a single platform. This allowed their agents to efficiently manage customer interactions and gain a holistic view of each customer's journey. It also helped provide timely and relevant responses, leading to increased customer satisfaction.
Furthermore, Genesys' AI-driven assistance played a crucial role in enhancing Blibli's efficiency and personalization. Through the use of AI, routine tasks such as call routing and chatbot interactions were automated, freeing up agents' time to focus on more complex inquiries. This resulted in improved agent productivity and reduced wait times for customers.
In terms of security, Blibli Company trusted Genesys to safeguard their customer data and ensure compliance with industry regulations. Genesys' robust security features, including data encryption, secure access controls, and strict authentication protocols, providing peace of mind that sensitive customer information was protected from unauthorized access, breaches, and cyber threats.