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In this video @Brian Feeney talks about Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows. Bot authors can now use Architect’s Transfer to ACD action in the same bot flow to escalate customers to agents. Previously, to use the transfer to ACD logic, bot authors had to...
In this video, Brian discusses the new feature - Restricted access to details about predictive routing agents Genesys Cloud now restricts details about predictive routing agents, their scores, and their relative interaction ranks in the Interactions view, Agent Interactions Detail view, or...
20230323_FeatureReview_DX_Digital_Restricted access to details about predictive routing agents_BF.mp4
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.