Self Service

Clear and simple self-service options help customers to get the information they need, when they need it. In fact, 70% of customers now expect companies to offer some selfservice options.

Call IVR

Prompt callers to self-direct through your main menu and call tree with or without speech recognition. Ability to authenticate customers within your IVR. Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalisation tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.

Visual IVR

Give mobile customers a visual way to complete or complement a voice interaction from their mobile device. This enables users to process information faster and more easily complete their task. Plus users can transfer to a live co-worker if necessary, passing context to the co-worker.

This enables users to process information faster and more easily complete their task. Plus users can transfer to a live co-worker if necessary, passing context to the co-worker.

Voicebots

Deliver more natural self-service voice experiences using the power of AI — with a seamless handover to an co-worker when needed. You can also increase operational efficiencies by leveraging natural language processing and the power of predictive routing to orchestrate more effective customer journeys.

You can also increase operational efficiencies by leveraging natural language processing and the power of predictive routing to orchestrate more effective customer journeys.

Chatbots

Amplify web and mobile self-service applications with chatbots and the power of AI connected to the co-worker experience for when it matters most. Support continuous, personalized conversations with integrated co-worker assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies.

Support continuous, personalized conversations with integrated co-worker assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies.