Genesys DX

Elevate Your Customers' Digital Experience with Genesys DX

Personalize Every Interaction and Engage Smarter

Create personalized experiences at scale, with a single solution that brings the best of artificial intelligence (AI) chatbots and human support together. So, your customers and employees get what they need the first time, every time. What truly sets digital customer support apart is how easy it is to optimise and improve over time. With self-service and AI assistance for agents in place, you can start using what you’ve learned from customer and agent interactions to take your customer experience to the next level The benefits of digital engagement have never been more clear. With a strong cloud digital engagement platform, you can operate under nearly any circumstances. Your customers enjoy shorter wait times and better, more consistent experiences. And your agents are freed from many mundane tasks. With the right strategy in place, you can evolve digital engagement rapidly.Download Now The Five Stages of Digital Engagement Ebook

Contact IST - Your Trusted Genesys Partner

Features

Contacting support shouldn’t be painful for customers. Increase efficiencies and reduce costs with AI and human harmony.

Searching internal systems and submitting tickets wastes time. Work smarter with automated internal support.

Customer experience can make or break your business. Deliver better results across every customer engagement.

Your service team needs quick access to knowledge. Arm them with information they trust.

Website buyers need help choosing products and services. Remove barriers to conversion in real-time.

Meet your customers where they want to engage. Bring the conversation to new digital channels, including live chat, chatbots, messaging and your mobile app — all in over 40 languages.

Chatbots with natural language processing are ready 24/7 to handle routine queries. When changes are complex, your support team picks up right where the bot left off. No more long holds or time wasted looking for answers.

Let your customers tell you how to improve your journey without even asking them. With Genesys DX, you get a voices dashboard that continuously captures key insights and tells you where to optimize. Get the reports and analytics you need to drive better results.

What are IST's Customers are saying?

IST PureCloud Features

Omnichannel Interaction Management

- Web Agent Desktop - Voice - Wrap up codes - Speech Enabled IVR

Outbound Campaigns

- Preview, Progressive - Campaign Management - Compliance

Workforce Optimization

- Voice recording

Supervisor Features

- Listen, Assist, Agent activation - Real-time performance views - Historical Metrics and Reports

Integration

- 3rd Party REST APIs - Unified Communications Platform - Packaged CRM Integrations *

Omnichannel Interaction Management

- Web Agent Desktop - Voice - Wrap up codes - Speech Enabled IVR - Web, Chat, Email - Response Management - Call Back

Outbound Campaigns

- Preview, Progressive - Campaign Management - Compliance - Graphical Scripting - Script Designer - Agentless, Power, Predictive - Inbound/ Outbound Blending

Workforce Optimization

- Voice recording - Quality Evaluations - Omni Channel Recording - Workforce Management ^

Supervisor Features

- Listen, Assist, Agent activation - Real-time performance views - Historical Metrics and Reports - iPad App

Integration

- 3rd Party REST APIs - Unified Communications Platform - Packaged CRM Integrations * - PureCloud Public REST API

Omnichannel Interaction Management

- Web Agent Desktop - Voice - Wrap up codes - Speech Enabled IVR - Web, Chat, Email - Response Management - Call Back - Social Channel Management

Outbound Campaigns

- Preview, Progressive - Campaign Management - Compliance - Graphical Scripting - Script Designer - Agentless, Power, Predictive - Inbound/Outbound Blending

Workforce Optimization

- Voice recording - Quality Evaluations - Omni Channel Recording - Workforce Management

Supervisor Features

- Listen, Assist, Agent activation - Real-time performance views - Historical Metrics and Reports - iPad App

Integration

- 3rd Party REST APIs - Unified Communications Platform - Packaged CRM Integrations * - PureCloud Public REST API