Genesys Cloud CX Features

Based on 152 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 155 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.

Based on 111 Genesys Cloud CX reviews. Sends automated emails to further engage clients and potential clients.

Based on 123 Genesys Cloud CX reviews. Allows for live chat to be enabled within the app for customer help.

Based on 78 Genesys Cloud CX reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Based on 152 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 147 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.

Based on 108 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers.

Based on 124 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.

Based on 117 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 117 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

Enables users to place phone calls over the internet. 52 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 36 Genesys Cloud CX reviews. Enables users to place video calls over the internet.

As reported in 41 Genesys Cloud CX reviews. Enables users to send instant messages over the internet.

Enables users to share screens over the internet. This feature was mentioned in 38 Genesys Cloud CX reviews.

Based on 44 Genesys Cloud CX reviews. Enables multiple users to make phone or video calls over the internet at once.

Enables users to contact one anothers through mobile phones and landlines. This feature was mentioned in 44 Genesys Cloud CX reviews.

Offers users the option to play music for contacts who are on hold. 50 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 44 Genesys Cloud CX reviews. Offers users the option to set up an automated attendant to field calls and information when employees are unavailable.

Based on 50 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. 43 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 37 Genesys Cloud CX reviews. Allows users to download the tool along as an extension to their browser of choice.

Based on 38 Genesys Cloud CX reviews. Requires users download the software on its own.

Based on 39 Genesys Cloud CX reviews. Records calls for future reference.

As reported in 33 Genesys Cloud CX reviews. Generates an area code local to where the user is calling to increase likelihood of pick-up.

Based on 38 Genesys Cloud CX reviews. Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise.

Gathers contacts from integrated tools, allowing users to call with one click. This feature was mentioned in 38 Genesys Cloud CX reviews.

Based on 37 Genesys Cloud CX reviews. Retains a log of extraneous contact information such as timezone and contact engagement.

Finds and opens saved contact information for reference at the time of a new call. This feature was mentioned in 35 Genesys Cloud CX reviews.

Allows users to denote which contacts they believe are prospective customers. This feature was mentioned in 33 Genesys Cloud CX reviews.

Based on 34 Genesys Cloud CX reviews. Allows users to take notes during or after the call for future reference.

As reported in 36 Genesys Cloud CX reviews. Delivers users a daily summary of activity.

Based on 37 Genesys Cloud CX reviews. Sends automated voicemails to prospective clients who fail to answer.

Sends automated emails to increase engagement with prospective clients. 32 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 31 Genesys Cloud CX reviews. Organizes contacts based on probability of success.

Based on 20 Genesys Cloud CX reviews. Scours various channels for brand mentions to proactively seek reparative communications.

Creates and assigns support tickets, scheduling them in a timely manner. This feature was mentioned in 22 Genesys Cloud CX reviews.

Allows administrators to create templated responses to frequently asked questions. 20 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 22 Genesys Cloud CX reviews. Ability to connect agents with customers through Live Chat.

Based on 24 Genesys Cloud CX reviews. Connects employees with customers through a social media solution.

Ability to connect agents with customers through email. This feature was mentioned in 24 Genesys Cloud CX reviews.

Connects employees with customers through a calling solution. 26 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 23 Genesys Cloud CX reviews. Ability to connect agents with customers through text message solution.

Based on 21 Genesys Cloud CX reviews. Conversations enacted over social media.

As reported in 20 Genesys Cloud CX reviews. Conversations enacted through embedding or pop-ups on websites.

Conversations enacted through text message (SMS). 19 reviewers of Genesys Cloud CX have provided feedback on this feature.

Conversations enacted through voice assistants. 18 reviewers of Genesys Cloud CX have provided feedback on this feature.

Conversations enacted through other channels. 17 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 312 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Provides voice call functionality.

As reported in 172 Genesys Cloud CX reviews. Provides an interface for one or more social media channels.

Based on 205 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 173 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 204 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. 22 reviewers of Genesys Cloud CX have provided feedback on this feature.

Enables administrators to create customized reports reflecting customer satisfaction. 26 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 24 Genesys Cloud CX reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 21 reviewers of Genesys Cloud CX have provided feedback on this feature.

Mapped-out responses for conversations. This feature was mentioned in 20 Genesys Cloud CX reviews.

Based on 23 Genesys Cloud CX reviews. Artificial intelligence (AI) and chatbot involvement.

Live human component of conversations. This feature was mentioned in 22 Genesys Cloud CX reviews.

Based on 22 Genesys Cloud CX reviews. Quality of interface for designing and customizing conversation maps.

Based on 24 Genesys Cloud CX reviews. Overall quality of customer targeting based on needs or situations.

Creation and modification of customer profiles based on conversations. 21 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 22 Genesys Cloud CX reviews. Reporting based around specific and overall conversation results.

As reported in 20 Genesys Cloud CX reviews. Capture and organization of leads from conversations.

Success rate of conversations leading to customer purchases. This feature was mentioned in 21 Genesys Cloud CX reviews.

As reported in 131 Genesys Cloud CX reviews. Presents information about the individual being called before the call begins.

Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. 115 reviewers of Genesys Cloud CX have provided feedback on this feature.

Uses an algorithim to predictive when an operator will be available to handle their next call. 113 reviewers of Genesys Cloud CX have provided feedback on this feature.

Ensures that the caller experience is seamless across their entire call. This feature was mentioned in 118 Genesys Cloud CX reviews.

Allows a supervisor to listen to a call and train in real time. 111 reviewers of Genesys Cloud CX have provided feedback on this feature.

Reschedules calls within the software itself, either through a prompt or by the agent themselves. 125 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 148 Genesys Cloud CX reviews. Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Decides response type by determining if voice is a human response or an answering machine. 109 reviewers of Genesys Cloud CX have provided feedback on this feature.

Presents a prerecorded audio message when the call is answered. 91 reviewers of Genesys Cloud CX have provided feedback on this feature.

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. This feature was mentioned in 133 Genesys Cloud CX reviews.

Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. This feature was mentioned in 94 Genesys Cloud CX reviews.

Based on 127 Genesys Cloud CX reviews. Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications.

The platform is able to automatically determine how to resolve help tickets without assistance by human agents 26 reviewers of Genesys Cloud CX have provided feedback on this feature.

The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence 30 reviewers of Genesys Cloud CX have provided feedback on this feature.

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 28 reviewers of Genesys Cloud CX have provided feedback on this feature.

Provides tools for evaluating customer interactions 140 reviewers of Genesys Cloud CX have provided feedback on this feature.

Offers features for maintaining fair and consistent scoring This feature was mentioned in 131 Genesys Cloud CX reviews.

Based on 142 Genesys Cloud CX reviews. Generates quality and performance reports

Tools for providing personalized feedback and coaching sessions This feature was mentioned in 121 Genesys Cloud CX reviews.

Provides a centralized dashboard for agents to view their scores and feedback 141 reviewers of Genesys Cloud CX have provided feedback on this feature.

Tools for educating and training agents 129 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 136 Genesys Cloud CX reviews. Integrates with other customer service or CRM software

As reported in 134 Genesys Cloud CX reviews. Helps ensure customer privacy and data protection

Based on 363 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 372 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 309 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 203 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 214 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 285 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.

Based on 272 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.

As reported in 213 Genesys Cloud CX reviews. Maintains and shares information across channels and agents as the case progresses.

Transcribes voice messages to email. 36 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 30 Genesys Cloud CX reviews. Transcribes voice messages and delivers them via text message.

Based on 32 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Includes a way to easily share files between users.

Based on 33 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Allows multi-participant phone conferences.

Based on 30 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 39 Genesys Cloud CX reviews.

Based on 43 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Contains its own IP telephony system.

Based on 48 Genesys Cloud CX reviews and verified by the G2 Product R&D team. Is also able to serve as contact center software.

Based on 326 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 366 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 401 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 258 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. This feature was mentioned in 228 Genesys Cloud CX reviews.

Allows supervisors/managers to record and review telephone conversations of agents. 138 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 139 Genesys Cloud CX reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Based on 29 Genesys Cloud CX reviews. Provides personalized responses to interlocator based on segmentation or past responses.

As reported in 31 Genesys Cloud CX reviews. Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had.

Can have a natural, human-like conversation with an interlocator. 28 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 44 Genesys Cloud CX reviews. Customize your chat workflows with rules and automations.

Based on 43 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. 45 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 46 Genesys Cloud CX reviews. Can provide interlocators with menus, through which they can choose a relevant response.

Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. 41 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. 30 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 30 Genesys Cloud CX reviews. Gives users the ability to update systems, like CRM, based on conversations.

Based on 28 Genesys Cloud CX reviews. Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants.

Provide tools for live chat on one's website. This feature was mentioned in 42 Genesys Cloud CX reviews.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. This feature was mentioned in 45 Genesys Cloud CX reviews.

Has the ability to customize look and feel of chatbot to match` company branding. 42 reviewers of Genesys Cloud CX have provided feedback on this feature.

Gives user the ability to analyze conversations with the chatbot and see its performance. This feature was mentioned in 45 Genesys Cloud CX reviews.

Based on 39 Genesys Cloud CX reviews. Allows users to test the efficacy of various responses through A/B testing.

As reported in 47 Genesys Cloud CX reviews. Allows for varying access to chatbot and admin settings, depending on user, their role, etc.

Based on 43 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. 125 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 110 Genesys Cloud CX reviews. Allows users to access the software using mobile devices.

Provides queue management in case of increase in case/call inflow. 144 reviewers of Genesys Cloud CX have provided feedback on this feature.

Allows distribution of incoming calls to agents. This feature was mentioned in 146 Genesys Cloud CX reviews.

Based on 141 Genesys Cloud CX reviews. Allows users to request a call back.

As reported in 139 Genesys Cloud CX reviews. Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.

Based on 140 Genesys Cloud CX reviews. Allows automatic distribution of incoming calls to the agents.

As reported in 157 Genesys Cloud CX reviews. Offers complete visibility into agent availability to efficiently create and manage schedules.

Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. 147 reviewers of Genesys Cloud CX have provided feedback on this feature.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. This feature was mentioned in 138 Genesys Cloud CX reviews.

Based on 135 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 103 Genesys Cloud CX reviews.

Based on 133 Genesys Cloud CX reviews. Allow managers/supervisors to monitor calls for quality assurance purposes.

As reported in 129 Genesys Cloud CX reviews. Allows managers/supervisors to evaluate the performance of agents.

Automates some or all operation related tasks 129 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 148 Genesys Cloud CX reviews. Monitors call volume and quality to evaluate agent performance.

Has a centralized dashboard for users to interact with. 155 reviewers of Genesys Cloud CX have provided feedback on this feature.

Forecasts scheduling needs based on historical data. 129 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 138 Genesys Cloud CX reviews. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Provides permssion for access control of user's web browser This feature was mentioned in 21 Genesys Cloud CX reviews.

Allows agents to navigate through web pages by swapping or shifting pages on user's behalf 20 reviewers of Genesys Cloud CX have provided feedback on this feature.

Provides real time assitance across web and mobile 19 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 29 Genesys Cloud CX reviews. Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages

As reported in 27 Genesys Cloud CX reviews. Provides the ability to automate notifications based on user behavior

As reported in 27 Genesys Cloud CX reviews. Ability to segment audiences based on device type, location, demographics, customer behavior, etc.

Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software) 30 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 20 Genesys Cloud CX reviews. Provides high-level security during co-browsing sessions

As reported in 19 Genesys Cloud CX reviews. Provides secured masking on sensitive data (i.e. account numbers or passwords)

As reported in 25 Genesys Cloud CX reviews. Ability to send reminders via SMS messaging to a mobile device

As reported in 26 Genesys Cloud CX reviews. Ability to send proactive notifications via email

Ability to send reminders via voice messaging 28 reviewers of Genesys Cloud CX have provided feedback on this feature.

Based on 27 Genesys Cloud CX reviews. Ability to support a two way messaging/conversation between customer and customer support agent

As reported in 27 Genesys Cloud CX reviews. Is able to process inquiries submitted by text data from live chat, email, or SMS

As reported in 29 Genesys Cloud CX reviews. Comprehends human speech and can transcribe it to text for processing

The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries 27 reviewers of Genesys Cloud CX have provided feedback on this feature.

As reported in 28 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 28 reviewers of Genesys Cloud CX have provided feedback on this feature.

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 This feature was mentioned in 26 Genesys Cloud CX reviews.

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

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

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

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

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.

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.