Description

Genesys Contact Center is a customer and agent experience management platform designed for contact centers. It enables users to respond in real-time through the website, social media channels and live chat, customize routing across voice and digital channels, leverage data and context with predictive routing, search voice interactions for keywords and phrases, get insight into customer preferences through post-call surveys and call recordings, as well as configure flows based on campaign targets, agent workloads or customer needs. Features include list management, notification management, CRM and business intelligence (BI) integration, regulatory compliance management, and call distribution automation.