Genesys Cloud CX Features

Communication (5)

Pop-up Chat: Based on 172 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications: Based on 175 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.
Targeted Emails: Based on 130 Genesys Cloud CX reviews. Sends automated emails to further engage clients and potential clients.
In-App Messaging: Allows for live chat to be enabled within the app for customer help. 142 reviewers of Genesys Cloud CX have provided feedback on this feature.
Co-Browsing: Based on 97 Genesys Cloud CX reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Internal Use (6)

Customization: Based on 173 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
Conversation Archiving: Based on 167 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.
Lead Development: Based on 128 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers.
Knowledge Base: Based on 144 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.
Team Inbox: Based on 137 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.
Customer Profiles: Based on 137 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

Basic Communication (6)

Phone Calls: Enables users to place phone calls over the internet. 63 reviewers of Genesys Cloud CX have provided feedback on this feature.
Video Calls: As reported in 45 Genesys Cloud CX reviews. Enables users to place video calls over the internet.
Instant Messaging: Based on 51 Genesys Cloud CX reviews. Enables users to send instant messages over the internet.
Screen Sharing: Enables users to share screens over the internet. This feature was mentioned in 46 Genesys Cloud CX reviews.
Conference Calls: As reported in 52 Genesys Cloud CX reviews. Enables multiple users to make phone or video calls over the internet at once.
Desk-to-Desk Calls: Based on 53 Genesys Cloud CX reviews. Enables users to contact one anothers through mobile phones and landlines.

Advanced Features (3)

Hold Music: Based on 59 Genesys Cloud CX reviews. Offers users the option to play music for contacts who are on hold.
Automated Attendants: Offers users the option to set up an automated attendant to field calls and information when employees are unavailable. 52 reviewers of Genesys Cloud CX have provided feedback on this feature.
VOiP Number: Based on 60 Genesys Cloud CX reviews. Offers users a unique number that can be dialed from anywhere.

Access (3)

Software Pairing: Based on 53 Genesys Cloud CX reviews. Allows users to download the tool as an add-on to subscriptions to specific services such as Outlook 365.
Browser Extension: Allows users to download the tool along as an extension to their browser of choice. 47 reviewers of Genesys Cloud CX have provided feedback on this feature.
Individual Download: As reported in 48 Genesys Cloud CX reviews. Requires users download the software on its own.

Calling (5)

Record Calls: As reported in 58 Genesys Cloud CX reviews. Records calls for future reference.
Generate Location: As reported in 52 Genesys Cloud CX reviews. Generates an area code local to where the user is calling to increase likelihood of pick-up.
Call Types: As reported in 57 Genesys Cloud CX reviews. Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise.
Click-to-Call: As reported in 57 Genesys Cloud CX reviews. Gathers contacts from integrated tools, allowing users to call with one click.
Auto Dialer: Has auto-dialing or predictive dialing functionality.

Contacts (3)

Personalization: Based on 55 Genesys Cloud CX reviews. Retains a log of extraneous contact information such as timezone and contact engagement.
Information Locater: As reported in 54 Genesys Cloud CX reviews. Finds and opens saved contact information for reference at the time of a new call.
Record Prospect Data: Allows users to denote which contacts they believe are prospective customers. This feature was mentioned in 52 Genesys Cloud CX reviews.

Insights (6)

Notes: As reported in 53 Genesys Cloud CX reviews. Allows users to take notes during or after the call for future reference.
Daily Summary: Based on 55 Genesys Cloud CX reviews. Delivers users a daily summary of activity.
Automated Voicemails: Sends automated voicemails to prospective clients who fail to answer. 55 reviewers of Genesys Cloud CX have provided feedback on this feature.
Automated Emails: Sends automated emails to increase engagement with prospective clients. This feature was mentioned in 50 Genesys Cloud CX reviews.
Sorts Prospects: Organizes contacts based on probability of success. 49 reviewers of Genesys Cloud CX have provided feedback on this feature.
Automated Note Taking: Automatically transcribes and summarizes meeting discussions.

Process (3)

Mentions: Scours various channels for brand mentions to proactively seek reparative communications. This feature was mentioned in 28 Genesys Cloud CX reviews.
Tickets: Creates and assigns support tickets, scheduling them in a timely manner. This feature was mentioned in 30 Genesys Cloud CX reviews.
Macros: As reported in 28 Genesys Cloud CX reviews. Allows administrators to create templated responses to frequently asked questions.

Channels (15)

Email: As reported in 30 Genesys Cloud CX reviews. Ability to connect agents with customers through Live Chat.
Social: As reported in 32 Genesys Cloud CX reviews. Connects employees with customers through a social media solution.
Live Chat: Based on 32 Genesys Cloud CX reviews. Ability to connect agents with customers through email.
Phone: As reported in 34 Genesys Cloud CX reviews. Connects employees with customers through a calling solution.
Text: Ability to connect agents with customers through text message solution. 31 reviewers of Genesys Cloud CX have provided feedback on this feature.
Social Media: Conversations enacted over social media. 24 reviewers of Genesys Cloud CX have provided feedback on this feature.
Website: Based on 23 Genesys Cloud CX reviews. Conversations enacted through embedding or pop-ups on websites.
Text Message (SMS): Conversations enacted through text message (SMS). This feature was mentioned in 22 Genesys Cloud CX reviews.
Voice Assistants: As reported in 21 Genesys Cloud CX reviews. Conversations enacted through voice assistants.
Other: As reported in 20 Genesys Cloud CX reviews. Conversations enacted through other channels.
Voice: Based on 339 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Provides voice call functionality.
Social: Provides an interface for one or more social media channels. 199 reviewers of Genesys Cloud CX have provided feedback on this feature.
Web Chat: Based on 231 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Based on 199 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.
Email: Based on 231 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Insight (4)

Surveys: Based on 29 Genesys Cloud CX reviews. Provides opportunity for customers to give feedback through a survey.
Reporting: As reported in 34 Genesys Cloud CX reviews. Enables administrators to create customized reports reflecting customer satisfaction.
Visitor Activity: As reported in 32 Genesys Cloud CX reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Help Desk: Based on 29 Genesys Cloud CX reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Messenger (4)

Sequencing: Mapped-out responses for conversations. This feature was mentioned in 23 Genesys Cloud CX reviews.
AI: Based on 26 Genesys Cloud CX reviews. Artificial intelligence (AI) and chatbot involvement.
Live Chat: Based on 25 Genesys Cloud CX reviews. Live human component of conversations.
Customization Interface: As reported in 25 Genesys Cloud CX reviews. Quality of interface for designing and customizing conversation maps.

Customers (5)

Targeting: Based on 27 Genesys Cloud CX reviews. Overall quality of customer targeting based on needs or situations.
Profiles: Based on 24 Genesys Cloud CX reviews. Creation and modification of customer profiles based on conversations.
Analytics: Based on 25 Genesys Cloud CX reviews. Reporting based around specific and overall conversation results.
Lead Gathering: As reported in 23 Genesys Cloud CX reviews. Capture and organization of leads from conversations.
Sales Conversion: As reported in 24 Genesys Cloud CX reviews. Success rate of conversations leading to customer purchases.

Dialing Options (3)

Preview Dialing: As reported in 143 Genesys Cloud CX reviews. Presents information about the individual being called before the call begins.
Progressive Dialing: Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. 127 reviewers of Genesys Cloud CX have provided feedback on this feature.
Predictive Dialing: Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Agent Tools (3)

Whisper Coaching: Based on 123 Genesys Cloud CX reviews. Allows a supervisor to listen to a call and train in real time.
Callback Scheduling: Based on 136 Genesys Cloud CX reviews. Reschedules calls within the software itself, either through a prompt or by the agent themselves.
Call Recording: Based on 160 Genesys Cloud CX reviews. Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Automation (9)

Voice Activity Detection: Based on 120 Genesys Cloud CX reviews. Decides response type by determining if voice is a human response or an answering machine.
Interactive Voice Response (IVR): Based on 145 Genesys Cloud CX reviews. Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.
Call Scrubbing: Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry. This feature was mentioned in 107 Genesys Cloud CX reviews.
Ticket Resolution: Based on 32 Genesys Cloud CX reviews. The platform is able to automatically determine how to resolve help tickets without assistance by human agents
Customization: As reported in 36 Genesys Cloud CX reviews. The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence
Intelligent Routing: When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to 34 reviewers of Genesys Cloud CX have provided feedback on this feature.
Customer Interaction Automation: Based on 18 Genesys Cloud CX reviews. Allows users to automate responses to customer inquiries across various channels.
Feedback Collection: Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. 17 reviewers of Genesys Cloud CX have provided feedback on this feature.
Document Processing: Allows users to automate the handling, processing, and management of documents. 17 reviewers of Genesys Cloud CX have provided feedback on this feature.

Quality Assurance (3)

Engagement (3)

Performance (2)

Functions (8)

Session Routing: Based on 389 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Based on 397 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Based on 335 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Speech Analytics: Based on 230 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones.
Auto Dialer: Based on 240 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.
IVR: Based on 311 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.
Inbound Screen Pop: Based on 298 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.
Persistent Data: Maintains and shares information across channels and agents as the case progresses. This feature was mentioned in 239 Genesys Cloud CX reviews.

Features (5)

Voicemail to Email: Transcribes voice messages to email. 38 reviewers of Genesys Cloud CX have provided feedback on this feature.
Voicemail to SMS: As reported in 32 Genesys Cloud CX reviews. Transcribes voice messages and delivers them via text message.
File Sharing: Based on 34 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Includes a way to easily share files between users.
Voice Conferencing: Based on 35 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Allows multi-participant phone conferences.
Video Conferencing: Based on 32 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Can host video conferences.

Extensions (3)

Administrative (7)

Session Summary Notes: Based on 352 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Based on 392 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Based on 426 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Based on 282 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Based on 254 Genesys Cloud CX reviews. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.
Call Recording: Based on 158 Genesys Cloud CX reviews. Allows supervisors/managers to record and review telephone conversations of agents.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 159 reviewers of Genesys Cloud CX have provided feedback on this feature.

Responses (8)

Personalization: As reported in 33 Genesys Cloud CX reviews. Provides personalized responses to interlocator based on segmentation or past responses.
Route To Human: Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had. 35 reviewers of Genesys Cloud CX have provided feedback on this feature.
Natural Language Understanding (NLU): Can have a natural, human-like conversation with an interlocator. This feature was mentioned in 32 Genesys Cloud CX reviews.
Customization: As reported in 57 Genesys Cloud CX reviews. Customize your chat workflows with rules and automations.
Control: Based on 56 Genesys Cloud CX reviews. Control who the chatbot converses with (and when).
Route To Human: Based on 58 Genesys Cloud CX reviews. Has the ability to connect interlocator with a human agent when the need arises.
Menu bars: Based on 59 Genesys Cloud CX reviews. Can provide interlocators with menus, through which they can choose a relevant response.
Drip sequences: As reported in 54 Genesys Cloud CX reviews. Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion.

Platform (17)

Conversation Editor: As reported in 34 Genesys Cloud CX reviews. Allows business to edit conversations to meet the unique needs of one's business.
Integration: Gives users the ability to update systems, like CRM, based on conversations. This feature was mentioned in 34 Genesys Cloud CX reviews.
Human-In-The-Loop: Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants. 32 reviewers of Genesys Cloud CX have provided feedback on this feature.
Live chat: As reported in 55 Genesys Cloud CX reviews. Provide tools for live chat on one's website.
Integrations: As reported in 58 Genesys Cloud CX reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools.
Branding: As reported in 55 Genesys Cloud CX reviews. Has the ability to customize look and feel of chatbot to match` company branding.
Analytics: As reported in 58 Genesys Cloud CX reviews. Gives user the ability to analyze conversations with the chatbot and see its performance.
A/B testing: Based on 52 Genesys Cloud CX reviews. Allows users to test the efficacy of various responses through A/B testing.
Role-based access: Allows for varying access to chatbot and admin settings, depending on user, their role, etc. This feature was mentioned in 60 Genesys Cloud CX reviews.
Collection of information: Based on 56 Genesys Cloud CX reviews. Can collect and store information from interlocators, such as email, phone number, etc.
Omnichannel: Based on 145 Genesys Cloud CX reviews. Allows inflow of requests through various digital channels such as email, social media, etc.
Mobile Access: Allows users to access the software using mobile devices. This feature was mentioned in 130 Genesys Cloud CX reviews.
Queue Management: Provides queue management in case of increase in case/call inflow. 164 reviewers of Genesys Cloud CX have provided feedback on this feature.
Call Routing: As reported in 166 Genesys Cloud CX reviews. Allows distribution of incoming calls to agents.
Call Back: Allows users to request a call back. 161 reviewers of Genesys Cloud CX have provided feedback on this feature.
IVR: Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. This feature was mentioned in 159 Genesys Cloud CX reviews.
Automatic Call Distribution: Based on 161 Genesys Cloud CX reviews. Allows automatic distribution of incoming calls to the agents.

Workforce Management (7)

Agent Availability: Offers complete visibility into agent availability to efficiently create and manage schedules. 170 reviewers of Genesys Cloud CX have provided feedback on this feature.
Skills Management: Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. This feature was mentioned in 160 Genesys Cloud CX reviews.
Shift Scheduling: Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. This feature was mentioned in 151 Genesys Cloud CX reviews.
Agent Self-Service: As reported in 149 Genesys Cloud CX reviews. Allows agents to set their own preferences, request time off, and trade shifts.
Mobile Access: Allows users to access the software using mobile devices. 117 reviewers of Genesys Cloud CX have provided feedback on this feature.
Call Monitoring: Allow managers/supervisors to monitor calls for quality assurance purposes. This feature was mentioned in 152 Genesys Cloud CX reviews.
Performance Evaluation: Allows managers/supervisors to evaluate the performance of agents. This feature was mentioned in 149 Genesys Cloud CX reviews.

Administration (12)

Automation: Based on 142 Genesys Cloud CX reviews. Automates some or all operation related tasks
Performance Analysis: As reported in 161 Genesys Cloud CX reviews. Monitors call volume and quality to evaluate agent performance.
Dashboards: Has a centralized dashboard for users to interact with. 168 reviewers of Genesys Cloud CX have provided feedback on this feature.
Forecasting: As reported in 142 Genesys Cloud CX reviews. Forecasts scheduling needs based on historical data.
Intraday Management: Based on 151 Genesys Cloud CX reviews. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.
Access Control: Provides permssion for access control of user's web browser This feature was mentioned in 25 Genesys Cloud CX reviews.
Web Page Navigation: Allows agents to navigate through web pages by swapping or shifting pages on user's behalf 24 reviewers of Genesys Cloud CX have provided feedback on this feature.
Real Time Assistance: Based on 23 Genesys Cloud CX reviews. Provides real time assitance across web and mobile
Scheduling: Based on 34 Genesys Cloud CX reviews. Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages
Triggered Notifications: Provides the ability to automate notifications based on user behavior 32 reviewers of Genesys Cloud CX have provided feedback on this feature.
Segmentation: Ability to segment audiences based on device type, location, demographics, customer behavior, etc. This feature was mentioned in 32 Genesys Cloud CX reviews.
Integrations: Based on 35 Genesys Cloud CX reviews. Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software)

Security (2)

Messaging Channels (4)

SMS Messaging: Ability to send reminders via SMS messaging to a mobile device 30 reviewers of Genesys Cloud CX have provided feedback on this feature.
Email: Ability to send proactive notifications via email This feature was mentioned in 31 Genesys Cloud CX reviews.
Voice Messaging: Ability to send reminders via voice messaging This feature was mentioned in 33 Genesys Cloud CX reviews.
Two way messaging: Based on 32 Genesys Cloud CX reviews. Ability to support a two way messaging/conversation between customer and customer support agent

Customer Support (3)

Text: Based on 34 Genesys Cloud CX reviews. Is able to process inquiries submitted by text data from live chat, email, or SMS
Speech: Comprehends human speech and can transcribe it to text for processing 35 reviewers of Genesys Cloud CX have provided feedback on this feature.
Knowledge Base: The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries 33 reviewers of Genesys Cloud CX have provided feedback on this feature.

Artificial Intelligence (3)

Learning: The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses This feature was mentioned in 34 Genesys Cloud CX reviews.
Language: As reported in 34 Genesys Cloud CX reviews. Multilingual capabilities allow the AI to process inquiries from many languages
Conversational AI: As reported in 32 Genesys Cloud CX reviews. The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers

Generative AI (12)

AI Text Generation: As reported in 28 Genesys Cloud CX reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: As reported in 28 Genesys Cloud CX reviews. Condenses long documents or text into a brief summary.
AI Text Generation: As reported in 28 Genesys Cloud CX reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: As reported in 28 Genesys Cloud CX reviews. Condenses long documents or text into a brief summary.
AI Text-to-Speech: Simulates human-like speech from text inputs. This feature was mentioned in 28 Genesys Cloud CX reviews.
AI Text Generation: Allows users to generate text based on a text prompt. 12 reviewers of Genesys Cloud CX have provided feedback on this feature.
AI Text Summarization: Condenses long documents or text into a brief summary. 12 reviewers of Genesys Cloud CX have provided feedback on this feature.
AI Text-to-Speech: Based on 59 Genesys Cloud CX reviews. Simulates human-like speech from text inputs.
AI Text-to-Speech: As reported in 66 Genesys Cloud CX reviews. Simulates human-like speech from text inputs.
AI Text Generation: Allows users to generate text based on a text prompt. This feature was mentioned in 32 Genesys Cloud CX reviews.
AI Text Summarization: As reported in 32 Genesys Cloud CX reviews. Condenses long documents or text into a brief summary.
AI Text Summarization: As reported in 25 Genesys Cloud CX reviews. Condenses long documents or text into a brief summary.

Automation - AI Agents (5)

Sales Follow-Up: Allows users to automate responses to customer inquiries across various channels.
Customer Interaction Automation: Allows users to automate responses to customer inquiries across various channels.
Lead Generation: Allows users to automate the process of generating and qualifying sales leads.
Document Processing: Allows users to automate the handling, processing, and management of documents.
Feedback Collection: Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Autonomy - AI Agents (4)

Independent Decision Making: Allows the AI agent to learn from interactions and adapt its responses accordingly.
Adaptive Responses: Allows the AI agent to learn from interactions and adapt its responses accordingly.
Task Execution: Provides the AI agent the ability to execute tasks without requiring constant user input.
Problem Solving: Allows the AI agent to identify and resolve issues without user intervention.

Platform Basics - VoIP Providers (6)

PBX systems, VoIP Softphone: Contains PBX & VoIP softphone that can be used within the VoIP business system.
Call Management: Manages incoming calls with features such as call forwarding, transferring, and routing.
Network monitoring: Supports real-time network monitoring via dashboards and alerts to identify and resolve issues.
Integrations: Enables integrations with communication and CRM platforms.
Virtual PBX: Provides compatibility with both hosted and virtual PBX solutions.
SIP trunking services: Supports SIP trunking services for local and long-distance calls.

Autonomy (4)

Independent Decision Making: As reported in 20 Genesys Cloud CX reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.
Adaptive Responses: Allows the AI agent to learn from interactions and adapt its responses accordingly. 19 reviewers of Genesys Cloud CX have provided feedback on this feature.
Task Execution: Provides the AI agent the ability to execute tasks without requiring constant user input. 19 reviewers of Genesys Cloud CX have provided feedback on this feature.
Problem Solving: Allows the AI agent to identify and resolve issues without user intervention. 18 reviewers of Genesys Cloud CX have provided feedback on this feature.

Customer Query Resolution - AI Customer Support Agents (5)

Automated Ticket Resolution: Allows the AI agent to autonomously resolve customer queries without human intervention. 18 reviewers of Genesys Cloud CX have provided feedback on this feature.
Contextual Response Generation: Based on 18 Genesys Cloud CX reviews. Enables the AI agent to provide accurate answers based on the context of customer inquiries.
Sentiment Analysis: Allows the AI agent to analyze customer sentiment and adjust responses accordingly. 18 reviewers of Genesys Cloud CX have provided feedback on this feature.
Knowledge Base Utilization: Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. This feature was mentioned in 17 Genesys Cloud CX reviews.
Multilingual Support: Based on 17 Genesys Cloud CX reviews. Provides users the ability to interact with the AI agent in multiple languages for global support.

Customer Interaction Automation - AI Customer Support Agents (4)

Proactive Customer Outreach: Based on 16 Genesys Cloud CX reviews. Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.
Feedback Collection: Provides users the ability to automate gathering and analyzing customer feedback after interactions. This feature was mentioned in 17 Genesys Cloud CX reviews.
Escalation Handling: As reported in 17 Genesys Cloud CX reviews. Allows the AI agent to identify when issues require human intervention and escalate them appropriately.
Workflow Optimization: Based on 17 Genesys Cloud CX reviews. Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Voice Recognition - AI Voice Assistants (1)

Speech Synthesis - AI Voice Assistants (3)

Security and privacy - AI Voice Assistants (1)

Compatibility - AI Voice Assistants (1)

Agentic AI - Genesys AppFoundry Marketplace (6)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives

Call Center Infrastructure (CCI) (4)

Agentic AI - Contact Center (4)

Agentic AI - Outbound Call Tracking (2)

Agentic AI - Auto Dialer (2)

Agentic AI - Conversational Marketing (7)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives

Agentic AI - VoIP Providers (4)

Agentic AI - UCaaS Platforms (4)

AI Capabilities - Auto Dialer (3)

Call Prioritization and List Optimization: Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.
Compliance Monitoring: Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.
Speech Analytics and Sentiment Analysis: Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.