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Questions from the Community
Top Answer:Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management…
more » Top Answer:Its comprehensive single application includes everything from reporting to IVR and workflows.
Top Answer:Genesys offers three types of licensing: CX One, CX Two, and CX Three. The pricing varies based on the number of agents…
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Compared 75% of the time.
Compared 23% of the time.
Compared 16% of the time.
Unified IP
Call Center ACD, Aspect Call Center ACD
Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
Aspect Unified IP 7.1. comes with a sea of enhanced features that fully leverage its highly available, scalable architecture.
Aspect Call Center Automatic Call Distribution (Inbound ACD Systems) automates the entire inbound customer interaction - from self-service, to contact routing, to agent skill selection, to contact recording and post-inquiry surveys. Automatic call distribution (ACD) is used to direct incoming calls (or other channels) to the appropriate service agent. This particular system is designed to help make contact centers more efficient by using a set of automated rules to determine the appropriate representative for each caller. Some of the rules that help ensure quality include geographic matching, customer self- selection by IVR or by routing a customer based on account ID or ANI. An ACD strategy typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.
Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.
With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.
Newport City Homes, HomeShop18, Red Roof, CCS Companies, AmBank Group, Golfbreaks.com
CVS Caremark Corporation, Telexpress Corporation, Ping An Insurance, HomeShop18, Asian Paints Ltd., Greater Cincinnati Water Works, Cellular One, CCS Companies, Northshore University HealthSystem
1. Adobe
2. Airbnb
3. American Express
4. AT&T
5. BMW
6. Coca-Cola
7. Delta Air Lines
8. eBay
9. FedEx
10. General Electric
11. Hilton
12. IBM
13. Johnson & Johnson
14. Marriott International
15. Microsoft
16. Netflix
17. Nike
18. Oracle
19. PepsiCo
20. Procter & Gamble
21. Salesforce
22. Samsung
23. Siemens
24. Sony
25. Starbucks
26. Target
27. Toyota
28. Uber
29. Verizon
30. Visa
31. Walmart
32. Xerox
Educational Organization18%
Computer Software Company13%
Financial Services Firm12%
Government7%
Small Business44%
Midsize Enterprise11%
Large Enterprise44%
Small Business18%
Midsize Enterprise27%
Large Enterprise55%