Genesys Cloud - Main

I'm interested in any Genesys Cloud product features that other companies discovered that they are using and seeing great benefits from.

#QualityManagement
#Roadmap/NewFeatures
#Telephony
#CommunityVideos(TAM,QA,etc.)

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Matt Woody
First Vice President, Senior Director, Contact Center
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Matt, 

This is a great question! Hopefully you can get some answers!

Cheers, 

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Cameron
Online Community Manager/Moderator
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While you wait on other answers, check out this similar thread from earlier this year.

For our frontline users it has been Agent Copilot (both new & existing staff) & Supervisor Copilot given the significant time savings both have produced to the tune of 25%-50% time savings respectively. Our Admin team is anxiously awaiting the release of AI Studio, which will include the game changing AI Guides feature. That alone will have a major positive benefit for both our technical team (reduced virtual agent build times) & customers (more natural, robust conversational experiences via our virtual agents.)

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Brian T. Jones | Ascension | Senior Specialist - Technology
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Hi Matt,

I am a big fan of triggers in combination with workflows and workflow automation at all. Examples: I builded a solution, that switches a user to "busy" at the begin of a call and back to "on queue" when the call ends. This helps not getting second calls (non-acd calls).

With an workflow automation I did build a "no-calls-detection" that checks for incoming calls. When no calls are detected, it starts an outmated outbound campaign that calls one of our numbers. If then no call is detected, another automated campagin calls me as the admin on my cell phone and sends a email at the same time. With that I can react much faster on carrier / Genesys issues. Usually I know befor the service center units do.

Just 2 examples what is possible with triggers and workflows.

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Christoph Domaschke
Leiter Service Center (Cronbank)
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Original Message:
Sent: 6/30/2025 3:25:00 AM
From: Christoph Domaschke
Subject: RE: Best Practices

Hi Matt,

I am a big fan of triggers in combination with workflows and workflow automation at all. Examples: I builded a solution, that switches a user to "busy" at the begin of a call and back to "on queue" when the call ends. This helps not getting second calls (non-acd calls).

With an workflow automation I did build a "no-calls-detection" that checks for incoming calls. When no calls are detected, it starts an outmated outbound campaign that calls one of our numbers. If then no call is detected, another automated campagin calls me as the admin on my cell phone and sends a email at the same time. With that I can react much faster on carrier / Genesys issues. Usually I know befor the service center units do.

Just 2 examples what is possible with triggers and workflows.

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Christoph Domaschke
Leiter Service Center (Cronbank)
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