Genesys Cloud - Main

 View Only

Sign Up

  • 1.  What's one Genesys Cloud feature you initially thought was unnecessary, but now couldn't live without?

    Posted 4 days ago

    What recently migrated from Engage to Cloud and what to know your thoughts!


    #AI Configuration
    #AI Copilot (Agent, Supervisor, Admin)
    #API/Integrations
    #Architect and Design
    #Conversational AI (Bots, Virtual Agent, etc.)
    #Digital Channels
    #Implementation
    #Omni-Channel Desktop/User Interface
    #Outbound
    #Predictive Engagement/Routing
    #Reporting/Analytics
    #Roadmap/NewFeatures
    #Routing (ACD/IVR)
    #Security
    #System/Platform Administration
    #Telephony
    #WEM - Quality, WFM, Gamification, etc
    #Other
    #Community Announcements
    #Community Videos (TAM, QA, etc.)
    #Genesys Announcements

    ------------------------------
    Andrea McGuinn
    CenterPoint Energy, Inc.
    ------------------------------


  • 2.  RE: What's one Genesys Cloud feature you initially thought was unnecessary, but now couldn't live without?

    Posted 4 days ago

    Hi Andrea,

    For me, it would probably be Process Automation Triggers, Architect Workflows and Genesys Cloud Functions. 😊

    Initially, I didn't realise how much I would end up using these capabilities, but once I started building real operational automations with them, they became incredibly useful.

    Triggers and Workflows have been particularly useful for reacting to events happening in Genesys Cloud and automatically performing the next action using Architect, Data Actions and APIs.

    Genesys Cloud Functions have also become really useful when we need custom logic beyond what can easily be handled directly in Architect or a Data Action. For example, we've used Functions as part of a customised CRM integration, where additional processing and transformation of data was required between Genesys Cloud and the CRM.

    What I really like is how these capabilities can work together - Trigger → Workflow → Data Action/Function → external system/API - which opens up a lot of automation possibilities.

    Some useful resources:

    Process Automation Triggers:

    https://help.genesys.cloud/articles/overview-of-triggers/

    Genesys Cloud Functions:

    https://help.genesys.cloud/articles/add-function-configuration/

    Definitely capabilities I appreciate much more now than when I first came across them! 😄



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 3.  RE: What's one Genesys Cloud feature you initially thought was unnecessary, but now couldn't live without?

    Posted 3 days ago
    Edited by Jason Kleitz 3 days ago

    It's not a Genesys Cloud "feature". But when I started as CX Advisory Consultant I wasn't aware about the power of Standardization. Meanwhile I create easy to implement and easy to maintain standardized blueprints - one for Voice Inbound and quite often only one for non-Voice channel that can be used for all project with slight amendment only. Customer are happy, my PS colleagues like them and the blueprints make my life easier also.

    #Routing #Migration #Implementation

    #Blueprint #System/Platform AdministrationAdministration



    ------------------------------
    Frank
    Senior CX Advisory Consultant
    ------------------------------

    Original Message


  • 4.  RE: What's one Genesys Cloud feature you initially thought was unnecessary, but now couldn't live without?

    Posted 4 days ago

    When I first started using Genesys, I didn't understand why there were so many reports. Now we use pretty much all of them, and I've even voted for ideas asking for more hahaha



    ------------------------------
    Camila Meneghini
    ------------------------------



  • 5.  RE: What's one Genesys Cloud feature you initially thought was unnecessary, but now couldn't live without?

    Posted 4 days ago

    When I started out working in the Genesys Cloud I severely underestimated the power of data tables. Turns out it allows one to control so many aspects of the Genesys Cloud. I like the rule-based decision tables as well for similar reasons.



    ------------------------------
    Dominik
    Principal Professional Services Consultant
    ------------------------------



  • 6.  RE: What's one Genesys Cloud feature you initially thought was unnecessary, but now couldn't live without?

    Posted 4 days ago

    @Dominik Buehler How are you using those decision tables? I have yet to implement them. We rely heavily on data tables but generally for decisions we're just using nested IFs, switches, Decision nodes in the flow... 

    @Phaneendra Avatapalli Any examples of useful or inventive workflows / triggers you have? I have some in place already but always looking out for more.



    ------------------------------
    James
    Telecoms Specialist
    ------------------------------

    Original Message


  • 7.  RE: What's one Genesys Cloud feature you initially thought was unnecessary, but now couldn't live without?

    Posted 4 days ago
    Edited by Phaneendra Avatapalli 3 days ago

    Hi James.

    Absolutely! 😊 A few examples I've implemented which might be interesting.

    Not Responding recovery – using a Process Automation Trigger to detect when an agent moves into Not Responding, then a workflow can check the relevant details and automatically reset their routing status, with a notification as part of the process.

    Returning agents On Queue after outbound calls – our agents temporarily go Off Queue into a dedicated outbound status for follow-up calls. Once the outbound interaction and ACW are completed, a trigger starts a workflow that checks the agent is still Off Queue and still in that specific outbound presence before returning them On Queue. The additional checks prevent us from overriding someone who has intentionally moved to Break, Meal, Training, etc.

    Topic-based alerts are another interesting use case. Speech & Text Analytics topic events can trigger a workflow when particular topics are detected, which opens up possibilities for notifications or follow-up actions around things such as complaints, dissatisfaction or other conversations that may need attention.

    Scheduled triggers also open up a lot of possibilities. They can run workflows on a schedule for regular checks, housekeeping, notifications, API-driven processes and integrations.

    Once you start combining event-based and scheduled triggers + Workflows + Data Actions + Functions + APIs, there is quite a lot that can be automated in Genesys Cloud. 😊

    Would be interested to hear what workflows/triggers you already have in place as well!



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 8.  RE: What's one Genesys Cloud feature you initially thought was unnecessary, but now couldn't live without?

    Posted 4 days ago

    Often data tables get the job done. For me decision tables play a crucial part if I want to leverage versioning to stay in control of any changes.



    ------------------------------
    Dominik
    Principal Professional Services Consultant
    ------------------------------

    Original Message


  • 9.  RE: What's one Genesys Cloud feature you initially thought was unnecessary, but now couldn't live without?

    Posted 3 days ago

    Hi Andrea,

    Genesys Cloud CLI is something, that I thought it would be useless. But now I simplify some repeating work (like creating new users) with the help of CLI.
    CLI is a different approach to use the Genesys APIs in a command-line-Style. I use it for exporting a lot of system configuration for backups.



    ------------------------------
    Christoph
    Produktmanager Kunden-Dialog-Center
    ------------------------------



Related Content