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Administrators and contact center managers can now add quick replies to bot conversations for WhatsApp Messenger. Quick replies facilitate bot conversations by enhancing the customer experience and quickly resolving problems. For more information, see Work with quick replies in bot conversations. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.
Administrators and contact center managers can now create custom gamification profiles to measure the performance of select group of agents. This feature enables administrators to define the set of metrics and objectives that are relevant for a subset of agents in the contact center who share performance targets. For example, administrators can create different custom profiles for the organization's technical support agents vs. escalation call agents. For more information see About gamification. This feature requires the following subscription: Genesys Cloud User 3.
The Workforce Engagement Management (WEM) add on subscription now includes all WEM functionality from Genesys Cloud, including speech and text analytics, gamification, and development and feedback modules. Subscription billing is now based on the number of administrators and agents that use the add on WEM features. Previously, billing was based on when participate permissions were added for users. For more information, see Add Workforce Engagement Management to your subscription. This feature requires one of the following subscriptions: Genesys Cloud User 1 WEM Upgrade II or Genesys Cloud User 2 WEM Upgrade I.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.