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  • 1.  Some impressive products on top of Genesys Cloud

    Posted 09-19-2023 00:04


    there are now tonnes of addons for CX. What are some of the addons that you found to be really awesome and worth a look?



  • 2.  RE: Some impressive products on top of Genesys Cloud

    Posted 09-24-2023 00:41

    Having seen this develop from around 2012 with Orgspan. then Purecloud around 2012 so, I have seen literally thousands of features released and with over 350+ a year, that is a loaded question.  I keep a Best Of list for our customers of the top 10 features released each month - just something we do to help them through the weekly releases as well as a weekly release webinar for our internal people to know what comes out each week.  Our customers get this as part of their normal service with us.  

    As for my WOW technologies, I would say:

    • Topic Spotting for Evaluations, QM Selection, and Gamification
    • Generative AI technologies on the current roadmap
    • AI, Bots, and NLU for menus, self-service, and knowledge
    • Extensive routing capabilities like conditional and GPR
    • New Insights views
    • Fully integrated WEM/WFM features (not 3rd-party)
    • New Web Messaging features

    I blog a lot about most of these technologies as well at where I introduce the technologies and how you can take advantage of them. 

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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