Description

Genesys Cloud CX (formerly PureCloud) is a cloud-based unified customer and agent experience management platform designed for contact centers. It enables users to get up and host conversations across all channels, oversee customer experiences and workforce engagement management (WEM), liberate agents from routine tasks and leverage data to insights, resolve issues with multilingual speech-enabled IVR, manage, unify and orchestrate any bot across phone, webchat and mobile messaging, as well as customize dashboards to match requirements. Features include self-service chatbot, Bring Your Own Carrier (BYOC), Inbound voice routing (ACD), predictive engagement capability, performance monitoring, historical visualization, and document management.