Genesys Cloud CX Features

Based on 174 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.

Based on 177 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.

Based on 131 Genesys Cloud CX reviews. Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help. This feature was mentioned in 144 Genesys Cloud CX reviews.

Based on 98 Genesys Cloud CX reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Based on 175 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 168 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.

Based on 129 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers.

Based on 145 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.

Based on 139 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.

Based on 138 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

Based on 64 Genesys Cloud CX reviews. Enables users to place phone calls over the internet.

As reported in 45 Genesys Cloud CX reviews. Enables users to place video calls over the internet.

Enables users to send instant messages over the internet. This feature was mentioned in 52 Genesys Cloud CX reviews.

As reported in 46 Genesys Cloud CX reviews. Enables users to share screens over the internet.

Enables multiple users to make phone or video calls over the internet at once. This feature was mentioned in 53 Genesys Cloud CX reviews.

Based on 54 Genesys Cloud CX reviews. Enables users to contact one anothers through mobile phones and landlines.

Offers users the option to play music for contacts who are on hold. This feature was mentioned in 60 Genesys Cloud CX reviews.

Based on 53 Genesys Cloud CX reviews. Offers users the option to set up an automated attendant to field calls and information when employees are unavailable.

As reported in 61 Genesys Cloud CX reviews. Offers users a unique number that can be dialed from anywhere.

Allows users to download the tool as an add-on to subscriptions to specific services such as Outlook 365. This feature was mentioned in 54 Genesys Cloud CX reviews.

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.

Requires users download the software on its own. 48 reviewers of Genesys Cloud CX have provided feedback on this feature.

Records calls for future reference. 60 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 54 Genesys Cloud CX reviews. Generates an area code local to where the user is calling to increase likelihood of pick-up.

Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. 59 reviewers of Genesys Cloud CX have provided feedback on this feature.

Gathers contacts from integrated tools, allowing users to call with one click. 59 reviewers of Genesys Cloud CX have provided feedback on this feature.

Has auto-dialing or predictive dialing functionality. 10 reviewers of Genesys Cloud CX have provided feedback on this feature.

Retains a log of extraneous contact information such as timezone and contact engagement. This feature was mentioned in 57 Genesys Cloud CX reviews.

Finds and opens saved contact information for reference at the time of a new call. This feature was mentioned in 56 Genesys Cloud CX reviews.

Allows users to denote which contacts they believe are prospective customers. This feature was mentioned in 54 Genesys Cloud CX reviews.

Allows users to take notes during or after the call for future reference. This feature was mentioned in 55 Genesys Cloud CX reviews.

Delivers users a daily summary of activity. 57 reviewers of Genesys Cloud CX have provided feedback on this feature.

Sends automated voicemails to prospective clients who fail to answer. This feature was mentioned in 57 Genesys Cloud CX reviews.

Sends automated emails to increase engagement with prospective clients. 52 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 51 Genesys Cloud CX reviews. Organizes contacts based on probability of success.

Automatically transcribes and summarizes meeting discussions.

Based on 28 Genesys Cloud CX reviews. Scours various channels for brand mentions to proactively seek reparative communications.

Based on 31 Genesys Cloud CX reviews. Creates and assigns support tickets, scheduling them in a timely manner.

Allows administrators to create templated responses to frequently asked questions. 29 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 32 Genesys Cloud CX reviews. Ability to connect agents with customers through Live Chat.

As reported in 33 Genesys Cloud CX reviews. Connects employees with customers through a social media solution.

As reported in 34 Genesys Cloud CX reviews. Ability to connect agents with customers through email.

Based on 36 Genesys Cloud CX reviews. Connects employees with customers through a calling solution.

Ability to connect agents with customers through text message solution. This feature was mentioned in 33 Genesys Cloud CX reviews.

Conversations enacted over social media. 24 reviewers of Genesys Cloud CX have provided feedback on this feature.

Conversations enacted through embedding or pop-ups on websites. This feature was mentioned in 23 Genesys Cloud CX reviews.

Conversations enacted through text message (SMS). This feature was mentioned in 22 Genesys Cloud CX reviews.

As reported in 21 Genesys Cloud CX reviews. Conversations enacted through voice assistants.

As reported in 20 Genesys Cloud CX reviews. Conversations enacted through other channels.

Based on 346 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Provides voice call functionality.

Based on 204 Genesys Cloud CX reviews. Provides an interface for one or more social media channels.

Based on 237 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.

Based on 204 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.

Based on 236 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Provides opportunity for customers to give feedback through a survey. 30 reviewers of Genesys Cloud CX have provided feedback on this feature.

Enables administrators to create customized reports reflecting customer satisfaction. 35 reviewers of Genesys Cloud CX have provided feedback on this feature.

Allows administrators to track visitor activity to understand the research that was done before turning to customer service. 33 reviewers of Genesys Cloud CX have provided feedback on this feature.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 31 reviewers of Genesys Cloud CX have provided feedback on this feature.

Mapped-out responses for conversations. This feature was mentioned in 23 Genesys Cloud CX reviews.

Based on 26 Genesys Cloud CX reviews. Artificial intelligence (AI) and chatbot involvement.

As reported in 25 Genesys Cloud CX reviews. Live human component of conversations.

Based on 25 Genesys Cloud CX reviews. Quality of interface for designing and customizing conversation maps.

Overall quality of customer targeting based on needs or situations. This feature was mentioned in 27 Genesys Cloud CX reviews.

Creation and modification of customer profiles based on conversations. This feature was mentioned in 24 Genesys Cloud CX reviews.

As reported in 25 Genesys Cloud CX reviews. Reporting based around specific and overall conversation results.

Based on 23 Genesys Cloud CX reviews. Capture and organization of leads from conversations.

Based on 24 Genesys Cloud CX reviews. Success rate of conversations leading to customer purchases.

Presents information about the individual being called before the call begins. 144 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 128 Genesys Cloud CX reviews. Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Based on 124 Genesys Cloud CX reviews. Allows a supervisor to listen to a call and train in real time.

Reschedules calls within the software itself, either through a prompt or by the agent themselves. This feature was mentioned in 137 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. This feature was mentioned in 161 Genesys Cloud CX reviews.

Based on 121 Genesys Cloud CX reviews. Decides response type by determining if voice is a human response or an answering machine.

Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department. This feature was mentioned in 146 Genesys Cloud CX reviews.

Based on 108 Genesys Cloud CX reviews. Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

As reported in 33 Genesys Cloud CX reviews. The platform is able to automatically determine how to resolve help tickets without assistance by human agents

The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence This feature was mentioned in 37 Genesys Cloud CX reviews.

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 This feature was mentioned in 35 Genesys Cloud CX reviews.

Allows users to automate responses to customer inquiries across various channels. 20 reviewers of Genesys Cloud CX have provided feedback on this feature.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. 19 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 19 Genesys Cloud CX reviews. Allows users to automate the handling, processing, and management of documents.

Based on 158 Genesys Cloud CX reviews. Provides tools for evaluating customer interactions

As reported in 149 Genesys Cloud CX reviews. Offers features for maintaining fair and consistent scoring

Generates quality and performance reports 160 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 139 Genesys Cloud CX reviews. Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback This feature was mentioned in 159 Genesys Cloud CX reviews.

Tools for educating and training agents This feature was mentioned in 148 Genesys Cloud CX reviews.

Based on 154 Genesys Cloud CX reviews. Integrates with other customer service or CRM software

As reported in 152 Genesys Cloud CX reviews. Helps ensure customer privacy and data protection

Based on 393 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.

Based on 401 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.

Based on 338 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.

Based on 233 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones.

Based on 243 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.

Based on 314 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.

Based on 301 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.

Maintains and shares information across channels and agents as the case progresses. 243 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 39 Genesys Cloud CX reviews. Transcribes voice messages to email.

Based on 33 Genesys Cloud CX reviews. Transcribes voice messages and delivers them via text message.

Based on 35 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Includes a way to easily share files between users.

Based on 36 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Allows multi-participant phone conferences.

Based on 33 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Can host video conferences.

Can be deployed as a single-tenant or multi-tenant product. This feature was mentioned in 43 Genesys Cloud CX reviews.

Based on 47 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Contains its own IP telephony system.

Based on 52 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Is also able to serve as contact center software.

Based on 355 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.

Based on 396 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.

Based on 432 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.

Based on 286 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.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. 258 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 160 Genesys Cloud CX reviews. Allows supervisors/managers to record and review telephone conversations of agents.

Based on 161 Genesys Cloud CX reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Provides personalized responses to interlocator based on segmentation or past responses. 34 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 36 Genesys Cloud CX reviews. Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had.

Based on 33 Genesys Cloud CX reviews. Can have a natural, human-like conversation with an interlocator.

Customize your chat workflows with rules and automations. This feature was mentioned in 58 Genesys Cloud CX reviews.

Based on 57 Genesys Cloud CX reviews. Control who the chatbot converses with (and when).

Has the ability to connect interlocator with a human agent when the need arises. This feature was mentioned in 59 Genesys Cloud CX reviews.

Can provide interlocators with menus, through which they can choose a relevant response. 60 reviewers of Genesys Cloud CX have provided feedback on this feature.

Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. 55 reviewers of Genesys Cloud CX have provided feedback on this feature.

Allows business to edit conversations to meet the unique needs of one's business. 35 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 35 Genesys Cloud CX reviews. Gives users the ability to update systems, like CRM, based on conversations.

Based on 33 Genesys Cloud CX reviews. Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants.

As reported in 57 Genesys Cloud CX reviews. Provide tools for live chat on one's website.

As reported in 61 Genesys Cloud CX reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools.

Has the ability to customize look and feel of chatbot to match` company branding. This feature was mentioned in 56 Genesys Cloud CX reviews.

Based on 60 Genesys Cloud CX reviews. Gives user the ability to analyze conversations with the chatbot and see its performance.

Allows users to test the efficacy of various responses through A/B testing. 53 reviewers of Genesys Cloud CX have provided feedback on this feature.

Allows for varying access to chatbot and admin settings, depending on user, their role, etc. This feature was mentioned in 61 Genesys Cloud CX reviews.

Based on 57 Genesys Cloud CX reviews. Can collect and store information from interlocators, such as email, phone number, etc.

Allows inflow of requests through various digital channels such as email, social media, etc. 148 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 132 Genesys Cloud CX reviews. Allows users to access the software using mobile devices.

Provides queue management in case of increase in case/call inflow. This feature was mentioned in 166 Genesys Cloud CX reviews.

Allows distribution of incoming calls to agents. 168 reviewers of Genesys Cloud CX have provided feedback on this feature.

Allows users to request a call back. 163 reviewers of Genesys Cloud CX have provided feedback on this feature.

Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. This feature was mentioned in 161 Genesys Cloud CX reviews.

Allows automatic distribution of incoming calls to the agents. 163 reviewers of Genesys Cloud CX have provided feedback on this feature.

Offers complete visibility into agent availability to efficiently create and manage schedules. 172 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 162 Genesys Cloud CX reviews. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. This feature was mentioned in 153 Genesys Cloud CX reviews.

Based on 151 Genesys Cloud CX reviews. Allows agents to set their own preferences, request time off, and trade shifts.

Allows users to access the software using mobile devices. This feature was mentioned in 119 Genesys Cloud CX reviews.

Allow managers/supervisors to monitor calls for quality assurance purposes. This feature was mentioned in 154 Genesys Cloud CX reviews.

Allows managers/supervisors to evaluate the performance of agents. This feature was mentioned in 151 Genesys Cloud CX reviews.

Automates some or all operation related tasks 145 reviewers of Genesys Cloud CX have provided feedback on this feature.

Monitors call volume and quality to evaluate agent performance. 164 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 172 Genesys Cloud CX reviews. Has a centralized dashboard for users to interact with.

As reported in 144 Genesys Cloud CX reviews. Forecasts scheduling needs based on historical data.

Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. This feature was mentioned in 153 Genesys Cloud CX reviews.

As reported in 25 Genesys Cloud CX reviews. Provides permssion for access control of user's web browser

As reported in 24 Genesys Cloud CX reviews. Allows agents to navigate through web pages by swapping or shifting pages on user's behalf

Based on 23 Genesys Cloud CX reviews. Provides real time assitance across web and mobile

As reported in 35 Genesys Cloud CX reviews. Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages

Provides the ability to automate notifications based on user behavior This feature was mentioned in 33 Genesys Cloud CX reviews.

Based on 33 Genesys Cloud CX reviews. Ability to segment audiences based on device type, location, demographics, customer behavior, etc.

As reported in 36 Genesys Cloud CX reviews. Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software)

Based on 24 Genesys Cloud CX reviews. Provides high-level security during co-browsing sessions

As reported in 23 Genesys Cloud CX reviews. Provides secured masking on sensitive data (i.e. account numbers or passwords)

Based on 31 Genesys Cloud CX reviews. Ability to send reminders via SMS messaging to a mobile device

As reported in 32 Genesys Cloud CX reviews. Ability to send proactive notifications via email

Ability to send reminders via voice messaging This feature was mentioned in 34 Genesys Cloud CX reviews.

As reported in 33 Genesys Cloud CX reviews. Ability to support a two way messaging/conversation between customer and customer support agent

Is able to process inquiries submitted by text data from live chat, email, or SMS This feature was mentioned in 35 Genesys Cloud CX reviews.

Comprehends human speech and can transcribe it to text for processing 36 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 34 Genesys Cloud CX reviews. The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries

As reported in 35 Genesys Cloud CX reviews. 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

Multilingual capabilities allow the AI to process inquiries from many languages 35 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 33 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

Allows users to generate text based on a text prompt. 29 reviewers of Genesys Cloud CX have provided feedback on this feature.

Condenses long documents or text into a brief summary. This feature was mentioned in 29 Genesys Cloud CX reviews.

Allows users to generate text based on a text prompt. This feature was mentioned in 28 Genesys Cloud CX reviews.

As reported in 28 Genesys Cloud CX reviews. Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs. 28 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 13 Genesys Cloud CX reviews. Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary. 13 reviewers of Genesys Cloud CX have provided feedback on this feature.

Simulates human-like speech from text inputs. This feature was mentioned in 60 Genesys Cloud CX reviews.

As reported in 68 Genesys Cloud CX reviews. Simulates human-like speech from text inputs.

As reported in 33 Genesys Cloud CX reviews. Allows users to generate text based on a text prompt.

As reported in 33 Genesys Cloud CX reviews. Condenses long documents or text into a brief summary.

Condenses long documents or text into a brief summary. 27 reviewers of Genesys Cloud CX have provided feedback on this feature.

Allows users to automate responses to customer inquiries across various channels.

Allows users to automate responses to customer inquiries across various channels. 10 reviewers of Genesys Cloud CX have provided feedback on this feature.

Allows users to automate the process of generating and qualifying sales leads.

Allows users to automate the handling, processing, and management of documents.

As reported in 10 Genesys Cloud CX reviews. Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows the AI agent to learn from interactions and adapt its responses accordingly. 10 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 10 Genesys Cloud CX reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.

Contains PBX & VoIP softphone that can be used within the VoIP business system.

Manages incoming calls with features such as call forwarding, transferring, and routing.

Supports real-time network monitoring via dashboards and alerts to identify and resolve issues.

Enables integrations with communication and CRM platforms.

Provides compatibility with both hosted and virtual PBX solutions.

Supports SIP trunking services for local and long-distance calls.

Allows the AI agent to learn from interactions and adapt its responses accordingly. 22 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 21 Genesys Cloud CX reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.

Based on 21 Genesys Cloud CX reviews. Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention. 20 reviewers of Genesys Cloud CX have provided feedback on this feature.

Allows the AI agent to autonomously resolve customer queries without human intervention. 20 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 20 Genesys Cloud CX reviews. Enables the AI agent to provide accurate answers based on the context of customer inquiries.

As reported in 20 Genesys Cloud CX reviews. Allows the AI agent to analyze customer sentiment and adjust responses accordingly.

As reported in 19 Genesys Cloud CX reviews. Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.

Based on 20 Genesys Cloud CX reviews. Provides users the ability to interact with the AI agent in multiple languages for global support.

Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers. 18 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 19 Genesys Cloud CX reviews. Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Based on 19 Genesys Cloud CX reviews. Allows the AI agent to identify when issues require human intervention and escalate them appropriately.

Based on 19 Genesys Cloud CX reviews. Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Helps in understanding different accents, dialects, and speech patterns.

Helps to generate human-like speech responses.

Provides customizable speech speed and intonation.

Provides multiple voice options like gender, tone and style.

Allows communications to be secure and authenticated.

Aids in syncing with multiple devices.

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

As reported in 10 Genesys Cloud CX reviews. Capability to perform complex tasks without constant human input

Works across multiple software systems or databases 11 reviewers of Genesys Cloud CX have provided feedback on this feature.

Engages in human-like conversation for task delegation This feature was mentioned in 11 Genesys Cloud CX reviews.

Based on 10 Genesys Cloud CX reviews. Anticipates needs and offers suggestions without prompting

Based on 10 Genesys Cloud CX reviews. Capability to perform complex tasks without constant human input

As reported in 10 Genesys Cloud CX reviews. Engages in human-like conversation for task delegation

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Improves performance based on feedback and experience

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.

Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.

Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.