Several Genesys Cloud CX™ features were added in August, including new capabilities across digital channels, knowledge management, artificial intelligence (AI) and voice, as well as overall platform enhancements. Here are a few of the highlights for August 2021.
Digital Channels
Web Messaging
Now you can take web experiences to the next level. Let visitors converse with a bot or agent, leave the discussion, and then come back later and pick up the conversation right where you left off. Context isn’t lost when one segment of the conversation is complete.
Help agents view the entire customer journey with Genesys Predictive Engagement. Make ongoing conversations more productive and minimize escalations. Web messaging is one of multiple channels that share the same routing Genesys Cloud CX logic. This allows you to offer your customers a wide range of channels while delivering consistent experiences, regardless of how a customer wants to connect.
Knowledge and AI
Knowledge Workbench
Create and manage knowledge documents, train the search algorithms, and view the performance of knowledge bases that are comprised of sets of predefined knowledge documents that address specific customer and agent queries. Use knowledge to deliver a better self-service customer experience — and support your agents.
Knowledge in Dialog Engine Bot Flows
Add knowledge to a Genesys Dialog Engine Bot Flow to build FAQ-style bots that answer informational customer questions. Arm bots with information needed to answer basic questions or lead more advanced conversations. How you do it depends on how you want customers to interact with bots, the service bots provide and the type of experience you want to deliver.
Genesys Bot Connector
Use a wide variety of bot services to orchestrate personalized customer experiences within Genesys Cloud CX. Call up to five custom-built or third-party bots and use them in Architect message flows. Automate self-service experiences with bots you’re familiar with and use specialty bots for enhanced personalization.
Voice Channel
Accessibility for ACD Voice Interactions
Accessibility is a driving initiative within Genesys Cloud CX. Deliver greater accessibility to agents who handle voice interactions by allowing them to use keyboard navigation or a screen reader to do multiple required tasks, including:
Log into Genesys Cloud CX
Set presence
Go on or off queue
Answer, decline, select, start and switch between interactions
Put a call on hold or secure hold, perform blind and consult transfers
Mute or unmute a voice interaction
End a call
Access to after-call work
Log out of Genesys Cloud CX
Genesys is focused on providing a Voluntary Product Accessibility Template (VPAT) that documents conformance to an accessibility specification.
Platform
Data Table Assignment Within Divisions
Use Divisions to apply more granular permissions to a set of objects. Have greater control over which users can view, edit, create and delete certain information. Categorize data tables in division assignments for greater adaptability.
For a full list of new features, visit the Release Notes in the Genesys Cloud CX Resource Center.
If you have a question about any features, ask the online Genesys Cloud CX community or reach out to our team of specialists.
