Hi Varun,
Genesys Cloud CX supports digital-only or digital-first – it's a composable platform. As of today, DX is our
digital-only bundle for customers who only go the digital route but still get a lot of functionalities from Cloud CX which is the base and makes sense in the digital world( Knowledge, Agent Assist, Bot Flows, etc). The long-term vision is that DX as a term will eventually go away and all of this will exist on CX. Hope this answers your query
Thanks,
Aman
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Aman Bhardwaj
Genesys - Employees
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Original Message:
Sent: 06-20-2022 05:01
From: Vaun McCarthy
Subject: Beta Announcement - Genesys DX for Genesys Cloud CX
Sorry let me rephrase this then. What exactly is the difference/use case for CX vs DX (other than voice vs digital). Is DX an add-on to CX and if so, how does it differ to the AI/Bot stuff that's already part of CX?
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Vaun McCarthy
Original Message:
Sent: 06-20-2022 02:55
From: Aman Bhardwaj
Subject: Beta Announcement - Genesys DX for Genesys Cloud CX
Hi Varun,
I would suggest you look at this review https://www.g2.com/products/genesys-cloud-cx/reviews/genesys-cloud-cx-review-4510002 which captures a lot of what you are looking for when it comes to doing a comparison between Dialogflow and Genesys native Bot Flows. Agent Assist for digital channels is currently available on DX and there is active work going on to support this on CX for voice ahead. On CX, you can also look at Agent Assist (powered by Google CCAI) for the voice channel if you are already invested in Google Cloud storage. Hope this answers your query to some extent. Have a great day ahead.
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Aman Bhardwaj
Genesys - Employees
Original Message:
Sent: 06-19-2022 16:40
From: Vaun McCarthy
Subject: Beta Announcement - Genesys DX for Genesys Cloud CX
Hi Jane
How does this compare to something like Dialogflow? Do we have a table yet comparing the two so we know what potential gaps there are in this? We have a few opportunities that we're looking to deploy Dialogflow at - but it would be good to know if it's worth holding off and going down the DX route instead. What about future support for things like Agent Assist and voice?
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Vaun McCarthy
Original Message:
Sent: 06-14-2022 16:53
From: Jane Hendricks
Subject: Beta Announcement - Genesys DX for Genesys Cloud CX
Hi all,
We are excited to announce the beta program for Genesys DX on Genesys Cloud. Existing Genesys Cloud customers can experience brand new digital capabilities through:
- Knowledge Workbench – create an AI-ready, multilingual knowledge base that will become the heart of self-service for customers and agents
- Digital Bot Flows – new, integrated builder for interactive, rich media chatbots built into Architect
- Knowledge Optimizer – new ways to look at and manage how knowledge is being used
- Support Center - A self-service way for customers to access your customer facing Knowledge Articles
Be the first to experience these new AI-enabled digital features. If you are interested, please complete this form no later than July 10, 2022.
#BetaAnnouncement
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Jane Hendricks
Genesys - Employees
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