Genesys Cloud CX Reviews & Ratings

Genesys Cloud CX

5.0 out of 5 stars

Ratings and Reviews 0 Ratings

Total 0 out of 5 stars
ease 0 out of 5 stars
features 0 out of 5 stars
design 0 out of 5 stars
support 0 out of 5 stars

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Ratings and Reviews 3 Ratings

Total 5 out of 5 stars
ease 5 out of 5 stars
features 5 out of 5 stars
design 5 out of 5 stars
support 4.5 out of 5 stars

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What is OBI Engage?

Experience the revolutionary features of OBI Engage, which integrates social media, messaging platforms, reviews, live chat, and chatbots into one cohesive solution for exceptional customer interaction and online support. This system enables you to provide tailored and immediate customer service across multiple channels, such as social media, live chat, review platforms, and messaging services, fostering a base of satisfied and loyal customers. With OBI Engage, managing all online conversations becomes effortless through a centralized dashboard, while the inclusion of smart chatbots streamlines your service processes for greater efficiency. Moreover, the platform is equipped with sophisticated workflows, case management capabilities, and integration options with third-party systems, ensuring high-quality service delivery. The built-in monitoring feature keeps you updated on your brand's online reputation, allowing you to respond swiftly to customer mentions. In addition, you can easily create, schedule, and share posts on various social media networks using an intuitive content calendar, and thoroughly analyze the success and reach of your marketing campaigns with detailed social analytics and reporting. This comprehensive approach guarantees that your engagement methods remain agile and attuned to the needs of your audience, ultimately paving the way for continuous improvement in customer relations.

What is Genesys Cloud CX?

Genesys Cloud CX is a dynamic, cloud-driven platform designed for contact centers that strives to deliver exceptional customer experiences across various communication channels. Emphasizing scalability and flexibility, it integrates voice, chat, email, social media, and messaging into a cohesive interface. The platform harnesses advanced AI and analytics tools to provide real-time insights, automate routine tasks, and customize interactions, which significantly boosts customer engagement effectiveness. Moreover, its robust workforce management capabilities empower organizations to optimize staffing and performance while maintaining high-quality service standards. Suitable for businesses of all sizes, Genesys Cloud CX allows for effortless implementation and adaptability, making it a superior option for entities looking to enhance their customer service functions. As an added benefit, the solution ensures that companies can swiftly adapt to changing customer expectations and technological innovations, positioning them favorably in a competitive landscape. This adaptability not only improves customer satisfaction but also drives long-term business success.

Media

Media

Integrations Supported

AR Genie
Call Journey
Cogito
Collect!
Connect
Gnani Bot Builder Platform
Help Lightning
InfiBot
InteliWISE
KMS Lighthouse
Kore.ai
Mayday
New Era
Nowigence Pluaris
Parsey
Rymiq AI
Sapling AI Writing Assistant
e-bot7
ethosIQ Customer Engagement Platform

API Availability

API Availability

Pricing Information

Pricing not provided

Pricing Information

$75 per user per month
Free Trial Offered?

Supported Platforms

SaaS
Android
iPhone
iPad

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac

Customer Service / Support

Standard Support
Web-Based Support

Customer Service / Support

24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Company Facts

Organization Name

OBI4wan

Date Founded

2011

Company Location

Netherlands

Company Website

www.obi4wan.com/nl/producten/webcare/

Company Facts

Organization Name

Genesys

Date Founded

1990

Company Location

United States

Company Website

www.genesys.com

Categories and Features

Customer Service

Alerts / Escalation
Call Center Management
Email Management
Live Chat
Performance Metrics
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management

Live Chat

Canned Responses
Customizable Branding
Offline Form
Proactive Chat
Third Party Integration
Transfers / Routing
Website Visitor Tracking

Social Media Management

Automated Publishing
Brand Tracking
Content Management
Customer Engagement
Multi-Account Management
Multi-User Collaboration
Post Scheduling
Reporting/Analytics
Social Media Monitoring

Categories and Features

AI Call Center

Not specified

AI Dialers

Not specified

AI Voice Agents

Not specified

Auto Dialer

Call Center Management
Call Recording
Call Reporting
Call Scripting
Lead Management
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer

Business VoIP

Call Recording
Contact Management
Encryption
IVR / Voice Recognition
Ring Groups
SIP Trunking
Unified Communications
Voice Quality Enhancement

Call Center

Blended Call Center
Call Logging
Call Scripting
Campaign Management
Escalation Management
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Real-time Chat
Reporting/Analytics

Customer Engagement

Analytics
Communication Management
Feedback Collection
Gamification
Live Chat
Video Content

Customer Experience

Action Management
Analytics
Customer Segmentation
Dashboard
Multi-Channel Collection
Sentiment Analysis
Text Analysis
Trend Analysis

Customer Satisfaction

Analytics
Call Reporting
Complaint Monitoring
Feedback Collection

Customer Service

Alerts / Escalation
Appointment Management
Knowledge Base
Live Chat
Performance Metrics
Self Service Portal
Surveys & Feedback

Help Desk

Automated Routing
Document Storage
Email Integration
Interaction Tracking
Multi-Channel Communication
Real-time Chat
Self Service Portal

IVR

Call Center
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customization
Voice Mail

Live Chat

Canned Responses
Proactive Chat
Screen Sharing
Third Party Integration
Website Visitor Tracking

Predictive Dialer

Call Monitoring
Call Recording
Call Results
Call Transfer
Callback Scheduling
Campaign Specific Caller ID
Contact Management
FCC Compliance
FTC Compliance
Lead Management

Sales Dialers

Not specified

Telephony

Call Center Management
Call Monitoring
Contact Management
IVR / Voice Recognition
Inbound Reporting
Outbound Reporting
Predictive Dialer
Telemarketing Management
VoIP
Voice & Data Integration

UCaaS

Not specified

Voice Bot

Not specified

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