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  • 1.  Best Practices

    Posted 06-26-2025 13:53
    No replies, thread closed.

    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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  • 2.  RE: Best Practices

    Posted 06-27-2025 08:32
    No replies, thread closed.

    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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    Original Message


  • 3.  RE: Best Practices

    Posted 06-28-2025 07:09
    Edited by Brian Jones 06-28-2025 23:13
    No replies, thread closed.

    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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    Original Message


  • 4.  RE: Best Practices
    Best Answer

    Posted 06-30-2025 03:25
    Edited by Jason Kleitz 08-04-2025 13:57
    No replies, thread closed.

    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


  • 5.  RE: Best Practices

    Posted 06-30-2025 05:55
    No replies, thread closed.
    Thanks Christoph!



    Original Message


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