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Showing below up to 46 results in range #101 to #146.
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| Page | Type | displayname | admins | editors | previewers | definition | ComingSoon | contentarea | landingpage | workspace id |
|---|---|---|---|---|---|---|---|---|---|---|
| GVP | Genesys Voice Platform | Genesys Voice Platform (GVP) is a software-only, standards-based voice portal that provides cost-effective customer interactions, 24x7, for businesses using voice, video, the web, and the cloud. | No | Genesys Multicloud CX | No | GVP | ||||
| GWS | Genesys Web Services and Applications | Web Services and Applications is a set of REST APIs and user interfaces that provide a web-based client interface to access Genesys services. | No | Genesys Multicloud CX | No | GWS | ||||
| IXN | Interaction Server | Interaction Server controls interaction processing according to workflows as configured by Interaction Routing Designer. | No | Genesys Multicloud CX | No | IXN | ||||
| PE-GPR | Genesys Predictive Routing | Bgrenon | Vivian | Bgrenon • GPRPreview | Predictive Routing enables you to use AI to engage customers and predict the best resource for an optimal outcome, report on results, evaluate how well your resources drive desired business outcomes, and use your findings to update the predictive model for retraining and optimize your strategy. | No | Genesys Multicloud CX | No | PE-GPR | |
| PEC-AD | Agent Workspace | Stephane.blecon@genesys.com • Bruno.paugam@genesys.com • Shervoch@genesys.com | ADPreview | Agent Workspace lets contact center agents communicate with customers and team members through phone calls and Genesys Digital channels. | No | Genesys Multicloud CX | No | PEC-AD | ||
| PEC-Admin | Administrator | As an administrator, you are the architect and overseer of the resources that run your contact center. You can create users, set up switches, voicemail, interaction routing, outbound calling campaigns and manage call recording. You can also monitor how your contact center performs using real-time and historical reporting and Workforce Management. | No | Genesys Multicloud CX | No | PEC-Admin | ||||
| PEC-Agent | Agent | avillama | Agents are the front line of the contact center. You communicate with customers and fellow team members through various channels, such as voice calls, chat, and email. You can be assigned to specific channels, consult with team members, and help customers by providing standard responses to their questions. | No | Genesys Multicloud CX | No | PEC-Agent | |||
| PEC-AS | Agent Setup | Jerickso | ASPreview | Agent Setup enables you to manage your cloud-based contact center and your agent accounts for applications such as Agent Workspace and Gplus Adapter for Salesforce Lightning. | No | Genesys Multicloud CX | No | PEC-AS | ||
| PEC-CAB | Callback | CABPreview | Genesys Callback, which takes its name from the most typical form of deferred voice connection, supports a range of callback scenarios, including the classic callback offered by an IVR as well as call-ins that your customers initiate from your mobile app. | No | Genesys Multicloud CX | No | PEC-CAB | |||
| PEC-CDDS | Cloud Data Download Service | CDDSPreview | Genesys Multicloud CX Data Download Service can securely export and download your contact center data. | No | Genesys Multicloud CX | No | PEC-CDDS | |||
| PEC-Chat | Feature | Chat | Genesys Multicloud CX chat incorporates chat interactions into your customers’ overall engagement history, routing them to the agents whose expertise best matches their needs. | No | Genesys Multicloud CX | No | PEC-Chat | |||
| PEC-COB | Feature | Co-Browse | COBPreview | Co-browse lets your agents view and control your customers' browser windows. | No | Genesys Multicloud CX | No | PEC-COB | ||
| PEC-Cobrowse | Co-browse | Genesys Multicloud CX Co-browse is a pure JavaScript and HTML solution that allows an agent and a customer to browse the same web page at the same time, by sharing the same instance of a browser window. | No | Genesys Multicloud CX | No | PEC-Cobrowse | ||||
| PEC-DC | Feature | Digital Channels | DCPreview | Digital Channels powers your customer interactions across channels such as chat, SMS, messaging and social media. It provides a platform that enables you to grow sales, create more targeted marketing campaigns, and deliver exceptional customer service. The Digital Channels service processes, manages and archives customer and agent interactions across media. | No | Genesys Multicloud CX | No | PEC-DC | ||
| PEC-Developer | Developer | A developer creates web and desktop applications that connect to Genesys resources. They use Genesys web APIs, client libraries and JavaScript APIs to build applications that meet custom business needs. As a developer, you can enable co-browse on your website, provide chat capabilities, create your own agent desktop, provision your contact center, manage callbacks, submit workitems from third-party systems, read statistics and manage outbound campaigns. | No | Genesys Multicloud CX | No | PEC-Developer | ||||
| PEC-Email | Feature | Genesys Multicloud CX email incorporates email interactions into your customers’ overall engagement history, routing them to the agents whose expertise best matches their needs. | Yes | Genesys Multicloud CX | No | PEC-Email | ||||
| PEC-ES | eServices Manager | ESPreview | The eServices Manager Plug-in gives you the tools to respond to incoming interactions using pre-written Standard Responses. You can also customize the Standard Responses using Field Codes to add a personal touch and 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. | No | Genesys Multicloud CX | No | PEC-ES | |||
| PEC-GPA | Gplus Adapter for Salesforce | Irina.novitskaya@genesys.com | GPAPreview | Gplus Adapter for Salesforce enables the integration of Agent Workspace within the Salesforce environment to handle Genesys contact center interactions. The integrated solution presents a complete customer view allowing your contact center agents to service your customers. It supports Salesforce Click-to-dial, Screen Pops, and Activity History. | No | Genesys Multicloud CX | No | PEC-GPA | ||
| PEC-GS | Genesys Softphone | GSPreview • Bpaugam | Genesys Softphone is an application that enables your computer and phone or headset to connect to the public phone system. | No | Genesys Multicloud CX | No | PEC-GS | |||
| PEC-IVR | IVR Administration | IVRPreview | Interactive Voice Response (IVR) assists in resolving your customers' issues when they call into your company. Your customer and the IVR interact with one another to drill-down on what the customer wants to do and, ideally, the IVR resolves the issue without having to transfer the call to an agent. | No | Genesys Multicloud CX | No | PEC-IVR | |||
| PEC-IWD | Intelligent Workload Distribution | IWDPreview | IWD lets you capture work items, emails , and leads ("work items") from existing enterprise workflow systems and create, monitor and manage a single Universal Queue for your contact center, sorted on business value and prioritized to ensure that the most critical or highest-value work items are distributed to the right resource at the right time, regardless of media type, system or location. | No | Genesys Multicloud CX | No | PEC-IWD | |||
| PEC-OU | Outbound (CX Contact) | OUPreview | Proactively engage with customers across multiple channels to manage expectations and keep them informed throughout their journeys. | No | Genesys Multicloud CX | No | PEC-OU | |||
| PEC-PA | Platform Administration | Most of the functionality in the Platform Administration application has moved to Agent Setup, which offers a superior user interface and new functionality. A few functions remain available only in Platform Administration. | No | Genesys Multicloud CX | No | PEC-PA | ||||
| PEC-REC | Genesys Recording, Quality Management, and Speech Analytics | RECPreview | The Genesys Recording, QM, and Speech Analytics solution analyzes recorded customer interactions, identifies the topics that were discussed and categorizes the contents of each interaction. Using the SpeechMiner UI, the solution leverages this information for review and analysis of critical business issues. | No | Genesys Multicloud CX | No | PEC-REC | |||
| PEC-REP | Reporting | REPPreview • Guruminder | To help administrators and the Team Leads who supervise agents make informed, timely business decisions, Genesys Multicloud CX offers both real-time dashboard views and historical operational performance reports. | No | Genesys Multicloud CX | No | PEC-REP | |||
| PEC-ROU | Routing and Designer | ROUPreview • Ssaxena • Gayetri | Routing in Genesys Multicloud CX is an omnichannel solution that enables you to craft applications that handle voice, chat, email, workitem and social media interactions.
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No | Genesys Multicloud CX | No | PEC-ROU | |||
| PEC-Super | Supervisor | A supervisor manages agents. For example, they can create agents, assign them skills, and then monitor, coach, and, when necessary, barges in on conversations and interactions to provide further assistance or to evaluate an agent’s performance. As a supervisor, you can also be tasked with other important aspects of contact center operations, such as workforce management, monitoring real-time reporting, and generating reports for managers. | No | Genesys Multicloud CX | No | PEC-Super | ||||
| PEC-VM | Voicemail | Voicemail management gives you control over Users and User Groups, DNs, Settings, Mailboxes, Greetings, and Voicemail Profiles. | No | Genesys Multicloud CX | No | PEC-VM | ||||
| PEC-Voice | Feature | Voice | Incorporates voice interactions into your customers’ overall engagement history, routing them to the agents whose expertise best matches their needs. | No | Genesys Multicloud CX | No | PEC-Voice | |||
| PEC-WFM | Workforce Management | WFMPreview • Aabramov | Genesys Workforce Management provides a sophisticated set of management tools so you can better manage your contact center workforce while still delivering top service to your customers. It allows you to easily manage your agents, schedules, and forecasts, and provides real-time monitoring of contact center performance and agent-adherence. | No | Genesys Multicloud CX | No | PEC-WFM | |||
| PrivateEdition | Genesys Multicloud CX Private Edition | Genesys Multicloud CX private edition is a microservices-based contact center offering that adopts containerization technology for all of its services. These services are cloud-native and portable, meaning that the Genesys Multicloud CX private edition software offers the same set of features whether it is deployed on public or private clouds, on virtual machines, or on your own physical servers. | No | Genesys Multicloud CX | No | PrivateEdition | ||||
| QNA | QnA Service | Genesys Cloud CX | QNA | |||||||
| ReleaseNotes | Genesys Multicloud CX Release Notes | Find the latest release notes for Genesys Multicloud CX and cloud private edition: what's new, what's changed, in features, functionality, and cloud infrastructure for private edition. | No | Genesys Multicloud CX | No | ReleaseNotes | ||||
| RN | RN Automation Warehouse | Internal workspace creating and managing the Base Unit release notes on the authoring side. | No | Multicloud | No | RN | ||||
| ROU | Designer | optum_preview • gordon.bell@genesys.com • Gayetri • ssaxena • ROUDepPreview | Routing in Genesys Multicloud CX is an omnichannel solution that enables you to craft applications that handle voice, chat, email, workitem and social media interactions. | No | Genesys Engage on-premises | No | ROU | |||
| Solution | Solutions | Find high-level overviews describing Genesys offerings. | No | Shared | No | Solution | ||||
| STRMS | Event Stream | Event Stream is a microservice that runs on the Genesys Multicloud CX platform. | Yes | Genesys Multicloud CX | No | STRMS | ||||
| System | System-Level Documentation | Fahiza.hussain@genesys.com • Rajeswari.varunkumar@genesys.com • Monique.gionet@genesys.com • Monica.villegas@genesys.com • Blake.Roux • Craig.Beckerleg • George.Mather • Lena.Oreshkina | Fahiza.hussain@genesys.com | Genesys system-level guides provide system-level reference information about the Genesys operating environment, supported media interfaces, product availability, interoperability, licensing, hardware sizing, database sizing, and migration. | No | Genesys Multicloud CX | No | System | ||
| TLM | Telemetry Service | The Telemetry Service is designed to act as an observability gateway to gather telemetry data, metrics, and logs for Genesys Multicloud software that has services running outside the data center and out of range of the Cloud Observability framework like Agent Workspace, Genesys Softphone, etc. | No | Genesys Multicloud CX | No | TLM | ||||
| UCS | Universal Contact Service | Universal Contact Service (UCS) is a highly scalable, available and serviceable cloud service built using PostgreSQL and Elasticsearch. | No | Genesys Multicloud CX | No | UCS | ||||
| UCSales | Sales Collateral | SalesUser | SalesUser | Use case collateral for Genesys sales organization. | No | UseCases | No | UCSales | ||
| UDM | User Data Management | User Data Management (UDM) enables you to securely export and download your contact center data. | No | Genesys Multicloud CX | No | UDM | ||||
| UseCases | Genesys Use Cases | Use Cases are the way we visualize great experiences, discover business opportunities, and design solutions. | No | Genesys Use Cases | Yes | UseCases | ||||
| VM | Voice Microservices | Voice Microservices is an application cluster that provides functionality such as handling incoming voice (SIP) interactions, routing voice and digital (IXN) interactions, support for outbound interactions, events streaming for reporting, and support for agents across regions. The Voice Tenant Service is included with the Voice Microservices and is a core service of the Genesys Multicloud CX platform that serves as an application layer between front-end Genesys Multicloud CX solutions and shared back-end core services in a region. | No | Genesys Multicloud CX | No | VM | ||||
| WebRTC | WebRTC | Web Real-Time Communication (WebRTC) Media Service is a real time communication over the internet that enables agent to connect into Genesys contact center environment to perform their business operations. | No | Genesys Multicloud CX | No | WebRTC | ||||
| WID | Widgets | Suriyakala.santhanakrishnan@genesys.com • Arun.infant@genesys.com • Rekha.mahalingam@genesys.com • Praveen.gk@genesys.com • Ranjith.sai@genesys.com • Suriyakala.Santhanakrishnan.IX | WIDPreview | Genesys Widgets is a collection of lightweight and configurable web apps, optimized for mobile browsers, that you can embed in your website to easily engage with customers and provide personalized experiences over digital channels, like chat. | Yes | Shared | No | WID |