Genesys continually improves its product. Notable features include:
- Voice Channel Coaching: Coaches and quality managers can now listen to a voice conversation and speak to the agent simultaneously without the client knowing.
- Sentiment Analysis in French (Transcript): Besides transcribing vocal exchanges in French, Genesys automatically provides sentiment analysis on all channels (except emails). The detailed view of an interaction provides the transcript and the sentiment of each vocal segment.
- Interaction Assignment: Genesys Cloud CX now allows supervisors with the right permissions to manually move interactions from one queue to another from the detailed queue view.
Upcoming features:
- Customizing hold music for agent-initiated pauses.
- Enhanced integration with Microsoft Teams, improving presence visibility, facilitating call transfers, and planning Teams meetings within Genesys.
- Digital hold strategies to manage all digital interactions even during waiting times, ensuring a better service level.
- ACW (After Call Work) customization for each channel as needed.
You can read the latest Genesys newsletter for more details.
Don’t hesitate to contact Paxyl to learn more about the Genesys Cloud CX product.