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Using Genesys customer support agents can manage all communications coming from multiple channels through a single platform. You can manage both non real-time communications such as email, fax and webforms, as well as real-time communications such as SMS, MMS, live chat and social. Along with inbound and outbound IVR and agent routing, Genesys also provides customer self-service, workforce management and optimization, mobile marketing, payments & collections
Routing: Route customers to specific agents, staff members, departments or groups based on a number of factors such as cost, location, service level, intent, last agent and schedule. Inbound IVR solution: Call recording, Voice biometrics, SMS, GPS lookup service, Natural language-based name and address capture, andReal-Time transcription. Genesys CX Analytics: Use dashboards and reports to get valuable metrics on the performance of calls and make changes in real-time. Multi-Channel IVR: Interact with customers on chat, SMS, mobile devices, phone, social, email, fax and more. Voice: Inbound, Outbound or Self-Service. Web: Email, Forms, Chat, WebRTC, Social Media. and more.