AI-powered omnichannel engagement, workforce optimization, analytics, automated outbound campaigns, advanced routing, and integrations with insurance core systems. Offers HIPAA compliance, automated claim status checks, and personalized service based on policy information.
Integrated phone, email, chat, and social media systems that route customer inquiries to appropriate service representatives and track resolution status.
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Channel Integration Support for handling all major customer communication channels within a unified interface. |
Genesys Cloud CX supports voice, chat, email, SMS, social and messaging apps from a single agent desktop. | |
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Simultaneous Multichannel Sessions Ability for agents to manage multiple channels concurrently. |
Agents can handle several live interactions across channels concurrently in Genesys Cloud. | |
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Unified Customer View Complete interaction history and profile shown regardless of channel. |
Context and full interaction history are shown in the Genesys Cloud ‘interaction panel’ regardless of channel. | |
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Social Media Monitoring Tracks and responds to customer inquiries from platforms like Twitter, Facebook, Instagram. |
Genesys Social Media, WhatsApp, Facebook Messenger, Twitter, etc. are natively supported for monitoring and response. | |
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Automated Channel Routing Automatically routes customer inquiries to the best-suited agent based on channel and context. |
AI-based and skill/priority routing in Genesys Architect automatically directs every interaction. | |
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Channel Capacity Maximum number of concurrent sessions handled per channel. |
No information available | |
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Email Parsing Automatically extracts and categorizes content from inbound emails. |
Inbound email is classified and queued automatically; headers and content are parsed for routing rules. | |
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SMS Integration Enables two-way interaction via SMS. |
Two-way SMS/MMS messaging is included in the Digital Channels licence. | |
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Channel Switch Continuity Maintains context when a customer moves from one channel to another. |
Interaction context is preserved when switching from chat to voice or other channels. | |
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Mobile App Support Supports customer contacts through mobile apps. |
SDKs enable in-app messaging and voice/video in insurers’ mobile apps. | |
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Self-Service Portals Empowers customers to find solutions independently across channels. |
Self-service via IVR, chat-bot and knowledge articles is advertised for policyholders. |
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Skill-based Routing Directs calls and messages to agents with the relevant expertise. |
Skill, language, licence-type and proficiency are part of standard ACD routing. | |
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Automated Ticket Assignment Automatically assigns cases based on classification and workload. |
Architect flows automatically create and assign conversations to the right queue/agent. | |
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Priority Queuing Routes urgent requests ahead of routine inquiries. |
Priority and bull-seye routing place urgent claims or VIP policyholders ahead of others. | |
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Callback Scheduling Enables customers to choose a callback time instead of waiting in queue. |
Callback and virtual hold are built into the call flow designer. | |
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Workflow Customization Configurable workflows for escalations, follow-ups, and approvals. |
Low-code Architect allows custom workflows, escalations and data dips. | |
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Average Assignment Speed Time taken to assign a new inquiry to an agent. |
No information available | |
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Rules-based Escalation Automatically escalates unresolved tickets based on pre-set parameters. |
Rules in Architect or Workflow Automation escalate stalled interactions automatically. | |
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Load Balancing Distributes inquiries evenly among available agents. |
Genesys ACD balances load across queues and regions. | |
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Automation Limits Maximum number of concurrent workflow automations. |
No information available |
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Case Tracking Monitors status and progress of each customer interaction from initiation to closure. |
No information available | |
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SLA Management Tracks compliance to service level agreements for response and resolution times. |
No information available | |
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Automated Case Updates Sends status updates to customers and agents automatically. |
No information available | |
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Historical Case Access Enables retrieval of closed and archived cases for future reference. |
No information available | |
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Custom Tagging Allows cases to be tagged for filtering and reporting purposes. |
No information available | |
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Resolution Time Average Typical time taken to resolve cases. |
No information available | |
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Case Merge/Split Functionality Can combine duplicate cases or split mult-issue cases. |
No information available | |
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Agent Notes & Attachments Agents can append notes and documents to a case file. |
No information available | |
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Audit Trail Records all actions and changes made to a case. |
Every configuration and interaction event is captured in the Audit Viewer and exportable. |
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Integrated Knowledge Base Centralized, searchable repository of company knowledge and FAQs. |
Genesys Knowledge is natively embedded for agents and bots. | |
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AI-powered Suggestions Recommends relevant articles or templates during interactions. |
AI Suggestion Engine surfaces relevant answers in real-time. | |
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Document Upload & Versioning Agents can add new documents and update versions with approval process. |
Knowledge workbench supports draft, publish, version and approval. | |
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Contextual Help Prompts Offers relevant information or reminders based on interaction context. |
Contextual help cards appear based on interaction attributes. | |
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Number of Knowledge Articles Capacity of the knowledge repository. |
No information available | |
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Multilingual Support Knowledge base content available in multiple languages. |
Knowledge articles support 20+ UI languages. | |
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Content Approval Workflow Enforces peer or management approval before publication. |
Article states and approvers are configurable before publish. | |
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Knowledge Usage Metrics Tracks usage rates of knowledge articles. |
Dashboards show deflection rate, article views and reuse counts. |
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Open API Access Provides documented APIs for integration with third-party systems. |
Public REST APIs (Platform API) fully documented. | |
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Prebuilt CRM Integrations Out-of-the-box connectors for major CRMs (e.g. Salesforce, Microsoft Dynamics). |
Pre-built connectors for Salesforce, MS Dynamics, ServiceNow, Zendesk, etc. | |
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Insurance Core System Integration Supports integration with policy admin, claims management, and underwriting systems. |
Solution brief cites integration with Guidewire, Duck Creek and policy/claims systems. | |
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Webhook Support Enables event-driven push notifications to external systems. |
EventBridge / Webhook subscriptions push real-time events externally. | |
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Scripting and Custom Modules Custom logic or integrations can be added by developers. |
Client-side and server-side SDKs allow custom modules and scripts. | |
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API Call Throughput Maximum number of external API calls supported per minute. |
No information available | |
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Data Import/Export Bulk import/export of contacts, history, or workflows. |
Bulk import/export for users, interactions and recordings available via Admin UI or API. |
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Real-Time Dashboards Live updating view of call/chat volumes, response time, SLAs, and more. |
Real-time dashboards show queue depth, SLA, ASA, etc. | |
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Historical Analytics Aggregated performance and trend analysis over custom periods. |
Historical interaction reporting down to 1-minute granularity. | |
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Custom Report Builder Allows users to create tailored reports from raw data. |
‘Analytics Designer’ lets users build ad-hoc or saved reports. | |
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Scheduled Report Delivery Automatically sends reports on a set schedule. |
Reports can be emailed or pushed to S3 on a schedule. | |
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KPIs Monitored Number of key metrics tracked out of the box. |
No information available | |
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Data Export Formats Supports export to CSV, Excel, PDF, etc. |
Export formats include CSV, XLSX and JSON via API. | |
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Drill-down Analysis Allows detailed exploration of dataset by customer or agent. |
Dashboards allow drill-down by queue, agent or customer attributes. |
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Post-Interaction Surveys Automatically solicit feedback after case completion. |
Post-interaction voice or digital surveys supported through CX Feedback module. | |
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Net Promoter Score (NPS) Calculates and reports customer loyalty/likelihood to recommend. |
NPS calculation and dashboards included in CX Feedback. | |
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CSAT Tracking Measures customer satisfaction over time. |
CSAT trending and target reports built-in. | |
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Feedback Management Central repository for storing feedback and complaints. |
Feedback data stored and searchable within the Feedback Management workspace. | |
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Sentiment Analysis Automated analysis of customer sentiment based on text/speech. |
Speech and text analytics provide sentiment scores. | |
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Survey Response Rate Tracks percentage of customers who complete feedback surveys. |
No information available | |
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Feedback Resolution Workflow Automated escalation and follow-up on negative feedback. |
Negative survey results can trigger an automated escalation flow. |
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Live Supervisor Monitoring Supervisors can monitor agent interactions in real time. |
Supervisors can view and listen to live calls/chats in the Performance UI. | |
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Call/Chat Whisper and Barge-In Supervisors can coach (whisper) or join conversations (barge-in). |
Whisper coaching and barge-in capabilities are standard. | |
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Agent Scorecards Automated metrics/result dashboards per agent. |
Agent scorecards display adherence, quality, NPS and other KPIs. | |
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Gamification Features Leaderboards, badges, and incentives to motivate staff. |
‘Gamification’ with badges and leaderboards is part of WEM. | |
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Agent Schedule Adherence Monitors if agents adhere to planned shifts. |
Schedule adherence metrics are visible in the Workforce Management module. | |
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Quality Assurance Review Volume Number of interactions that can be reviewed per week/month. |
No information available | |
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Performance Warnings & Alerts Automatic notifications for underperformance or SLA breaches. |
Threshold-based alerts notify supervisors of SLA breaches or low agent performance. |
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Data Encryption (At Rest & In Transit) Protects data integrity and confidentiality. |
AES-256 encryption at rest and TLS 1.2+ in transit (documented). | |
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Role-based Access Control Granular control over agent and supervisor permissions. |
Granular permission sets and roles configurable in Admin. | |
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GDPR/CCPA Compliance Helps meet European and California privacy regulations. |
Privacy features help meet GDPR and CCPA; data subject requests automated. | |
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Audit Logging Detailed logs for compliance and forensics. |
Comprehensive audit logs exportable via API. | |
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Single Sign-On (SSO) Support Integrates with corporate identity providers. |
SSO via SAML 2.0, OpenID and Azure AD supported. | |
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Data Retention Policies Customizable schedules for retention and deletion. |
Configurable retention schedules for recordings and chat transcripts. | |
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Security Certification Level Industry certifications (e.g. ISO 27001, SOC 2) held by the platform. |
Genesys Cloud holds ISO 27001, SOC 2 Type II and HIPAA attestations. | |
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PHI/PII Masking Automatically masks personally identifiable or health information in interactions. |
Sensitive data can be automatically redacted/masked in transcripts and recordings. |
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Concurrent User Limit Maximum number of simultaneous agent logins supported. |
No information available | |
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Uptime SLA Guaranteed system uptime as a percentage. |
No information available | |
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Disaster Recovery Capabilities Rapid recovery from technical failures or outages. |
Active-active architecture and automated failover provide disaster recovery. | |
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Geographic Redundancy Data and service distribution across multiple regions/data centers. |
Data centers in multiple AWS regions with replication. | |
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Auto-Scaling Automatically adds capacity during traffic spikes. |
Serverless AWS architecture auto-scales with interaction load. | |
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Peak Load Handling Maximum volume of interactions supported per hour during spikes. |
No information available | |
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Maintenance Notification System Alerts users to planned downtime or upgrades. |
Advance maintenance notices are sent via Trust portal and in-app banners. |
AI-powered conversational interfaces that handle routine customer inquiries, provide policy information, and assist with simple service requests without human intervention.
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