View table: GetStarted

This video shows a quick overview of Designer and demonstrates a few of its latest features:

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Designer provides easy-to-use, highly functional blocks that enable common tasks in a simple and straightforward manner. For example, there are blocks for building menus, playing messages, setting up decision points, routing interactions to agents, and offering surveys.

To build an application, you simply drag blocks from the Palette and drop them into the Application Flow, which is divided into phases and represents the application structure.

For example, you might use the following blocks in the Assisted Service phase, in which an agent helps a customer. The first block controls the announcement to the caller that they are being transferred, and the second block controls the routing function to an agent:

This video shows a quick overview of Designer and demonstrates a few of its latest features:

START_WIDGETb85252c9fc3a67d7-0END_WIDGET

Designer provides easy-to-use, highly functional blocks that enable common tasks in a simple and straightforward manner. For example, there are blocks for building menus, playing messages, setting up decision points, routing interactions to agents, and offering surveys.

To build an application, you simply drag blocks from the Palette and drop them into the Application Flow, which is divided into phases and represents the application structure.

For example, you might use the following blocks in the Assisted Service phase, in which an agent helps a customer. The first block controls the announcement to the caller that they are being transferred, and the second block controls the routing function to an agent:

• The people who run and operate it – that’s the administrators who control the technical ins and outs, the managers who run the day-to-day operations and administrative aspects of a contact center, the supervisors who oversee agents, and the agents who communicate with customers.

• The systems and programs that make the day-to-day stuff possible – that’s the telephony, the software, the servers, the routing and dialing strategies, and so on.

• The features and capabilities we use to meet our business needs and requirements - those are things like Caller ID capabilities, voicemail, agent transfers and conferencing, and so on.

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• Respond to incoming interactions using pre-written Standard Responses.
• Customize the Standard Responses using Field Codes to add a personal touch.
• Create Screening Rules in order to screen interactions for specific words or phrases, which you can then use to decide how to handle the interaction.

An omnichannel outbound campaign management solution that helps build better customer relationships

CX Contact is an omnichannel, outbound campaign management solution that enables you to proactively reach out to your customers in an agile and fully compliant way. It's designed to be easily managed by the business user, providing the agility your organization needs when it comes to how and when to communicate with customers and prospects.

CX Contact is equipped with a built in self-service, email and SMS content management system that enables easy and repeated use of pre-set campaign strategies. The list manager needs no database manipulation skills, and allows the users to easily set profiles and segments to leverage different contact strategies and channels. Every uploaded contact record enriched with global compliance data, enables the business users to consistently manage all regulatory requirements in global, regional or local level.

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Designed to provide valuable voice interaction information in an intuitive and easy to use user interface, the solution allows you to uncover valuable insights about workforce performance and the customer experience that may be hidden within the agent‐customer interactions your organization records. It provides insight into the cause and effect relationships that influence business issues and contact center performance.

In addition, with the optional Quality Management (QM) add-on product, specific agent training requirements, compliance breaches or customer satisfaction issues can be assessed on a regular basis to improve agent performance and customer service delivery.

With the Speech Analytics add-on, you can analyze 100% of recordings to uncover why customers are contacting your company, what are their topics of conversation, why multiple contacts are needed to resolve specific issues, what processes cause customer frustration and whether your agents are providing an appropriate level of service.

For additional information about the Genesys recording solution refer to:

How Recording, Quality Management and Speech Analytics works: The Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization, and uncovers the cause and effect relationships that influence business issues and contact center performance.

Recording Certificate Management: The Genesys recording solution enables proper management of public and private keys used to encrypt voice and screen recordings.

Access control for Recording users: The Genesys recording solution applies access control to recordings.

Deploying the Screen Recording Service: The Screen Recording Service (SR Service) enables the Agent to capture what is happening on the screen at the time of an active voice interaction.

Recording Cloud Backup Service: The Recording Cloud Backup Service (RCBS) allows you to make a backup copy of your Genesys Interaction Recording voice files (some or all) prior to their automated deletion as per the Cloud retention policy.

Recording

Recording, also referred to as Genesys Interaction Recording (GIR), provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the Genesys Multicloud CX Contact Center. GIR is able to automatically stitch together call segments and capture all relevant call metadata to provide the information you need to fulfill important use cases within your business including Compliance, Dispute Resolution and Workforce Training. In addition, when enabled, GIR provides screen recording of the entire agent desktop for a subset or all voice interactions handled by your agents.

Quality Management (QM)

Speech Analytics

Speech Analytics, also referred to as Genesys Interaction Analytics (GIA), provides automated speech analytics capabilities on all recorded customer-agent interactions to provide deep insight into these conversations. GIA provides automated transcription and employs Topic tagging along with non-linguistic analysis of recordings to create meaning from otherwise unstructured data. Organizations can use this data to fulfill key use cases around Agent Performance Improvement (for example, decrease AHT, increase FCR, Sales Conversion, and so on.), Compliance and Customer Satisfaction (for example, NPS). Additionally, GIA employs advanced unsupervised machine learning algorithms to surface salient or unexpected terms to enable use cases around Uncovering Emerging Trends or Discovery of New Phrases and Intents. All analysis and discovery functionality is provided through the SpeechMiner UI.

With Genesys Voice Platform reports you can:

• Browse the Call Detail Records (CDRs) of in-progress and completed calls, filtering for the different components that process them. You can observe how each component is performing.
• Gather statistics on events such as call arrivals, call durations, and peak call volume— then sort or filter by IVR Profile, or by GVP component.
• Observe the success and failure rates for calls, and the IVR Actions that handle them.

Use Historical reports and dashboards to visualize contact center and agent performance over a period of time. How far back in time you can look varies, depending on the size and complexity of your contact center. By contrast, Real-time reports and dashboards provide information about interactions that are taking place right now in the contact center. To learn about other types of reporting, see How reporting works.

Genesys CX Insights provides numerous reports and dashboards (see Report Descriptions for a complete list). Reports display contact center activity using easy-to-read grids, while dashboards summarize a wider range of information using various visual devices. This document describes both, but for simplicity, it often refers to them collectively as reports.

• The people who run and operate it – that’s the administrators who control the technical ins and outs, the managers who run the day-to-day operations and administrative aspects of a contact center, the supervisors who oversee agents, and the agents who communicate with customers.

• The systems and programs that make the day-to-day stuff possible – that’s the telephony, the software, the servers, the routing and dialing strategies, and so on.

• The features and capabilities we use to meet our business needs and requirements - those are things like Caller ID capabilities, voicemail, agent transfers and conferencing, and so on.

START_WIDGETb85252c9fc3a67d7-14END_WIDGET

• Respond to incoming interactions using pre-written Standard Responses.
• Customize the Standard Responses using Field Codes to add a personal touch.
• Create Screening Rules in order to screen interactions for specific words or phrases, which you can then use to decide how to handle the interaction.

An omnichannel outbound campaign management solution that helps build better customer relationships

CX Contact is an omnichannel, outbound campaign management solution that enables you to proactively reach out to your customers in an agile and fully compliant way. It's designed to be easily managed by the business user, providing the agility your organization needs when it comes to how and when to communicate with customers and prospects.

CX Contact is equipped with a built in self-service, email and SMS content management system that enables easy and repeated use of pre-set campaign strategies. The list manager needs no database manipulation skills, and allows the users to easily set profiles and segments to leverage different contact strategies and channels. Every uploaded contact record enriched with global compliance data, enables the business users to consistently manage all regulatory requirements in global, regional or local level.

START_WIDGETb85252c9fc3a67d7-18END_WIDGET

Designed to provide valuable voice interaction information in an intuitive and easy to use user interface, the solution allows you to uncover valuable insights about workforce performance and the customer experience that may be hidden within the agent‐customer interactions your organization records. It provides insight into the cause and effect relationships that influence business issues and contact center performance.

In addition, with the optional Quality Management (QM) add-on product, specific agent training requirements, compliance breaches or customer satisfaction issues can be assessed on a regular basis to improve agent performance and customer service delivery.

With the Speech Analytics add-on, you can analyze 100% of recordings to uncover why customers are contacting your company, what are their topics of conversation, why multiple contacts are needed to resolve specific issues, what processes cause customer frustration and whether your agents are providing an appropriate level of service.

For additional information about the Genesys recording solution refer to:

How Recording, Quality Management and Speech Analytics works: The Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization, and uncovers the cause and effect relationships that influence business issues and contact center performance.

Recording Certificate Management: The Genesys recording solution enables proper management of public and private keys used to encrypt voice and screen recordings.

Access control for Recording users: The Genesys recording solution applies access control to recordings.

Deploying the Screen Recording Service: The Screen Recording Service (SR Service) enables the Agent to capture what is happening on the screen at the time of an active voice interaction.

Recording Cloud Backup Service: The Recording Cloud Backup Service (RCBS) allows you to make a backup copy of your Genesys Interaction Recording voice files (some or all) prior to their automated deletion as per the Cloud retention policy.

Recording

Recording, also referred to as Genesys Interaction Recording (GIR), provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the Genesys Multicloud CX Contact Center. GIR is able to automatically stitch together call segments and capture all relevant call metadata to provide the information you need to fulfill important use cases within your business including Compliance, Dispute Resolution and Workforce Training. In addition, when enabled, GIR provides screen recording of the entire agent desktop for a subset or all voice interactions handled by your agents.

Quality Management (QM)

Speech Analytics

Speech Analytics, also referred to as Genesys Interaction Analytics (GIA), provides automated speech analytics capabilities on all recorded customer-agent interactions to provide deep insight into these conversations. GIA provides automated transcription and employs Topic tagging along with non-linguistic analysis of recordings to create meaning from otherwise unstructured data. Organizations can use this data to fulfill key use cases around Agent Performance Improvement (for example, decrease AHT, increase FCR, Sales Conversion, and so on.), Compliance and Customer Satisfaction (for example, NPS). Additionally, GIA employs advanced unsupervised machine learning algorithms to surface salient or unexpected terms to enable use cases around Uncovering Emerging Trends or Discovery of New Phrases and Intents. All analysis and discovery functionality is provided through the SpeechMiner UI.

With Genesys Voice Platform reports you can:

• Browse the Call Detail Records (CDRs) of in-progress and completed calls, filtering for the different components that process them. You can observe how each component is performing.
• Gather statistics on events such as call arrivals, call durations, and peak call volume— then sort or filter by IVR Profile, or by GVP component.
• Observe the success and failure rates for calls, and the IVR Actions that handle them.

Use Historical reports and dashboards to visualize contact center and agent performance over a period of time. How far back in time you can look varies, depending on the size and complexity of your contact center. By contrast, Real-time reports and dashboards provide information about interactions that are taking place right now in the contact center. To learn about other types of reporting, see How reporting works.

Genesys CX Insights provides numerous reports and dashboards (see Report Descriptions for a complete list). Reports display contact center activity using easy-to-read grids, while dashboards summarize a wider range of information using various visual devices. This document describes both, but for simplicity, it often refers to them collectively as reports.