Design, integrate and automate your contact center operations to streamline your customer interaction processes.
Elevate experience and win more.
Team up Genesys with other enterprise software applications to fully automate customer journeys. Communication plays an important role in delivering the experience that your business demands. Various stages of customer life cycle like audience engagement, lead generation , onboarding , collections , support and renewals can seamlessly be automated by integrating with other associated softwares. With Genesys you can automate customer reachout for all the interaction needs based on time, matching the right skill and timezone over various modes of communication such as Chat, Email, Voice and Social Channels.
Following are the available Triggers, Actions and Searches to build an automation.
A new conversation is recieved by Genesys.
An incoming conversation is abandoned because of unavailability of Agent
A conversation is completed and is disposed by the Agent with a specific disposition code within Genesys.
When a conversation is wrapped up and disposed based on the disposition codes in Genesys, you can invoke certain actions within Genesys or in other software applications.
The conversations can be Chat, Email, Call or Social Media.
When a Call is disposed as "not interested", Send an Email Offer.
When a Call is disposed as "Renewed", Send a Survey.
When a Call is disposed as "Resolved", Send an SMS requesting for Review.
When a Conversation is abandoned, you can trigger various actions within Genesys or invoke data actions in other software applications.
The conversation could be chat, email, voice or social media.
When a Call is recieved, Send an Email
When a Call is recieved, Create a new ticket in CRM
When a Call is recieved, Send data action to Survey Software
Dial a number in a designated campaign and connect to an available Agent.
Transfer the lead (number) to another campaign.
Update records in Do Not Call Category.
Action: Dial the number in a designated campaign based on the campaign rules or associated to the time to call and connect to a Specific Agent group.
When a new Signup is created in the CRM, Dial the customer for a welcome message.
When a customer detail is recieved on Twitter support channel, Dial the number and connect to an available Agent.
when the Due date for payment is exceeded in CRM records, Dial the number and connect to an agent for a payment confirmation.
Action: Transfer the lead (number) to an another campaign to be dialed and connected to a user group based on the campiagn rules.
Upon confirmation of Order, Transfer to a capmpaign for verification.
Upon confirmation of Meeting, Transfer to a Campaign to send a reminder call on the date of the appointment.
When Customer has Promised to Pay, Transfer to a campaign to verify and confirm Payment.
Action: Register the Lead (Number) into the Do Not Call directory to avoid calling the number in the future.
Upon disposition by Agent as DNC, Register the Lead (Number) in the DNC directory.
Upon recieving an SMS, Register the Lead (Number) in the DNC directory.
Upon recieving an Email to Unsubscribe@acmecorp.com, Register the Lead (Number) in the DNC directory.
Details of the coversation history
Time and date of the conversation and duration.
Campaign details and user names.
Search for Details in Genesys related to past conversations.
Frequency of conversations, associated dispositions and notes to be tagged with other applications or to use it with an operator or for any actions within Genesys,
Search for past disposition of the customer conversation and the channel / mode of conversation
Search for notes associated to a conversation.
Search for Duration of conversation and the Start & End time of a Conversation based on conversation ID, customer unique ID such as Email ID, Phone number etc.
Search for time of call and channel of conversation to decide which is a prefered mode to send information
Search for details of the User / Agent and the campaign details in Genesys to use the information to invoke further actions within Genesys or other apllications
Search for the user / Agent associated with the past conversation to ask for a feedback of the agent attending to the query.
Search for the user / Agent associated with the past conversation to assign a repeat ticket recieved in the CRM.