Genesys
Cross-Industry New Experience: Envisioning Smart Customer Service
Genesys is a global leader in customer service and contact center solutions, trusted by over 4,500 customers in 80 countries. With more than 20 years of innovation and experience in customer service, Genesys leverages its unique market positioning to help companies integrate employee, service awareness, and customer platforms, effectively enhancing today’s customer interaction experience. Genesys software manages over 100 million interactions daily, maximizing the value of customer engagements. By offering personalized and multi-platform customer service, Genesys delivers differentiated experiences, expands customer service across enterprises, optimizes processes, and improves the performance of customer service employees.
Cloud CX is a comprehensive cloud-based platform specifically designed for contact centers or service personnel, offering a full range of solutions.
- Through the cloud service architecture, combined with voice, digital, AI, analytics, and workforce scheduling management features, Cloud CX also offers API customization services.
- Whether it’s financial sales, life insurance services, TV shopping customer service phone sales, after-sales services for trade service providers, or sales centers for construction companies, Hualiteq is eager to listen to customer needs. We combine system analysts and GCP-certified engineers to plan and integrate with the customer's self-built systems, providing a complete solution plan.
Global International Client Case Studies
Genesys Cloud CX™ Features Overview
LINE Official Account
Digital Channels
Customer Self-Service
Voice Services
Inbound Routing
Outbound Sales/Business Operations
Workforce Scheduling Management
Internal Communication Platforms for Businesses
Reports and Analytics
Integration and Application
LINE Official Account
- Genesys supports integration with Taiwan's local LINE Official Account for inbound communication.
Digital Channels
- Chat – Quickly Resolve All Customer Issues via Web Chat With web chat, agents can quickly respond or intervene when a customer stops the transaction. If needed, the conversation can seamlessly switch from a self-service chatbot to a human agent, while retaining all the chat history. This integration ensures smooth transitions, enhancing the customer experience and providing effective support.
- Email – Integrating Email Services into the Company’s Omnichannel Customer Experience By setting up appropriate auto-replies, businesses can ensure timely responses to incoming emails. Additionally, emails are automatically analyzed based on their content and then routed to the corresponding agent team for further handling. This integration helps streamline communication and improves overall customer experience by ensuring that inquiries are efficiently managed.
- SMS and Messaging Applications – Conversations Generated Through SMS and Messaging Apps Are Permanently Saved The context and content of these conversations are never removed, allowing interactions to resume exactly where they left off. Customers can engage with businesses at their convenience, ensuring continuous communication and enhancing the overall customer experience.
- Synchronized Browsing and Screen Sharing – With synchronized browsing and screen sharing, agents can view the customer's current page, making online service more engaging and intuitive. If a customer encounters an issue, they can share their browser screen while chatting with customer service or a senior expert, allowing for faster and more effective problem resolution. This feature enhances support by providing a clearer understanding of the customer's experience in real time.
Customer Self-Service
- Voice IVR – Solve Customer Issues Faster with Voice IVR With Natural Language Understanding (NLU) technology, customers can interact with the voice system in a more natural way. This allows for quicker and more intuitive resolution of their issues, enhancing the overall customer experience by providing a seamless and efficient communication process.
- Voice Bot – Conversational Voice Bots Can Seamlessly Navigate Across Different Interactions and Channels, Simplifying the Customer Journey Voice bots can be managed, integrated, and orchestrated across various channels, including phone calls, web chat, messaging apps, and smart speakers. This cross-channel capability enhances the customer experience by providing consistent and efficient interactions, regardless of the platform.
- Chatbots – Provide 24/7 Self-Service for Customers through AI-powered Chatbots Chatbots powered by AI can automate services across all digital channels, allowing tasks to be handled more efficiently. When necessary, the chatbot can seamlessly transfer the customer to a live agent, ensuring a smooth and uninterrupted service experience.
Voice Services
- Genesys Cloud CX Voice™ – This VoIP phone service supports businesses and organizations to access any of the Genesys Cloud CX services they have subscribed to. It also allows businesses to either purchase phone numbers directly from Genesys or bring their existing numbers.
- Bring Your Own Carrier (BYOC) – Deploy the Genesys Cloud CX solution with your preferred local or cloud telecom provider, allowing you to choose the best phone infrastructure that fits your specific needs.
- DIY Management – Easy system management allows businesses to effortlessly upgrade their cloud communication systems and implement a 100% cloud-based contact center solution. Through a simple web interface, you can purchase, configure, and manage Genesys Cloud CX voice services anytime, anywhere.
Inbound Routing
- Inbound Routing (ACD) – Inbound routing assigns customer calls by classifying and prioritizing interactions based on business-defined criteria. It helps businesses meet service level agreements (SLAs) for all voice interactions without the need for complex routing strategies or additional resources.
- Voicemail – Ensure the Continuity of Customer Service Operations with Personal and Service Group Voicemails This feature allows businesses to receive notifications for new voicemail messages and set up greetings in multiple languages to accommodate international customers. It helps maintain efficient communication and customer service, even when staff members are unavailable.
- Callback – If the contact center is very busy, the IVR can offer customers the option to request a callback while waiting for an agent. By scheduling an immediate or delayed callback, businesses can avoid long wait times for customers, thereby improving customer satisfaction.
Outbound Sales/Business Operations
- Automated Outbound Operations – Proactively notify customers through basic outbound functionality, reducing inbound call volume at the contact center. This can also be used to send highly personalized, real-time, and relevant notifications through the customer's preferred communication channels.
- Inbound and Outbound Mixed Services – Genesys outbound software supports a simultaneous mixed Inbound and Outbound service. The system automatically allocates calls to specific customer service groups or all agents, allowing businesses to improve agent utilization, reduce overall waiting times, and balance call volume by managing peak periods efficiently.
- Proactive Notifications – Contact customers in a real-time, personalized, and contextual manner. Use predictive dialing to target the right customers and simplify interactions, making the experience feel effortless and natural. Automated notifications save agent time while maintaining continuous communication with customers.
Workforce Scheduling Management
- Customer Service Performance – Monitoring customer service performance and supporting employees' career development helps improve business outcomes by interacting with employees in ways that track, manage, and enhance service levels. It empowers managers to guide employees, helping new hires become more competent quickly, and setting gamified customer service center KPIs.
- Human Resource Management – Supports HR in using AI for short-term workforce forecasting to enhance prediction efficiency. It simplifies the scheduling process through flexible rules, manages employee attendance and leave, and provides access through a unified employee user interface.
- Quality Assurance – Closely monitor customer interactions to ensure compliance with relevant service levels and company policies. Through interaction logs and screen recording, all service activities can be documented, including voice calls and employee screens, ensuring accountability and performance tracking.
Internal Communication Platforms for Businesses
- Boundless Communication – A modern communication solution for remote customer service agents and global teams. With the Genesys Cloud CX solution, regardless of where users are or the devices they use, this web-based communication solution, soft IP communications, and local mobile apps enable seamless communication and efficient collaboration.
- Business Communication – The Genesys Cloud CX solution seamlessly connects contact center agents, business users, vendors, partners, and customers. Implementing unified communication across the entire organization helps accelerate employee response times and enhance customer service.
- Customer Service Collaboration – Using collaboration tools, employees can access various communication channels through a unified application on any device. Customers can utilize video conferencing, soft IP communications, screen sharing, group chats, rich employee avatars, and file management—all integrated within the platform.
Reports and Analytics
- Performance Dashboard – Provides users with the information needed to manage different teams and channels in the contact center. The dashboard content can also be customized to meet the unique needs of the business, helping businesses respond quickly and make informed decisions.
- Historical Reports – Retains historical interaction data from the contact center and generates reports, allowing users to track and analyze service levels, call duration, resolution rates, customer satisfaction, and other key KPIs.
- Real-Time and Historical Queries – Manage or search historical data based on specific customers or interactions. Customizable unified reports provide a comprehensive overview of real-time and past customer interactions.
Integration and Application
- AppFoundry™ Marketplace – The Genesys AppFoundry marketplace offers over 315 third-party applications, making it easy for users to deploy quickly. Almost everything needed to expand and enhance the Genesys Cloud CX solution is available, from common CRM integrations to innovative applications in AI and automation.
- High Integration – Helps users eliminate long-term professional service fees. Developed and supported by Genesys, the integrated features offer quick deployment and easy configuration. They also simplify integration with other related systems, such as CRM systems and AI solutions.
- Genesys Cloud CX Platform – The Genesys Cloud CX platform is a modular, integrated customer experience platform. This open cloud platform combines a continuously expanding set of rich, universal features that help businesses accelerate value realization. It also enhances supportability when integrating and orchestrating enterprise data, systems, and channels, ultimately driving sustainable differentiated advantages.
Genesys Cloud CX™ Information Security and Privacy Protection
Security and Privacy
Ensuring Platform Security Through Three Key Aspects:- Proactive Security Protection – Genesys Cloud CX security experts actively identify security issues using relevant tools and processes, preventing potential impacts on customers in advance.
- Continuous Monitoring – Security management is an ongoing process. Genesys Cloud CX deploys 24/7 personnel and tools to continuously monitor the security status of cloud products and take necessary actions when required.
- Comprehensive Risk Management – In addition to secure software development, secure cloud operations, and various security controls, Genesys Cloud CX invests in overall risk management. This includes third-party vendor risk management, disaster recovery/business continuity planning (DR/BCP), employee security awareness, cyber insurance, and other related initiatives.
Data Protection
As a data processor, Genesys not only complies with GDPR but also adheres to regulatory requirements from the European Banking Authority, the German Federal Financial Supervisory Authority, the European Insurance and Occupational Pensions Authority, and others.- Data in Transit – Customer experience agents, system administrators, and enterprise managers access Genesys applications via the internet. All interfaces used by customers to communicate with the Genesys cloud environment over public networks are encrypted using TLS.
- Data at Rest – All sensitive data stored on the Genesys Cloud CX platform is encrypted using the industry-standard AES-256 encryption.
- Multi-Tenant Data Security – The Genesys Cloud CX platform supports a secure multi-tenant architecture, meaning that one customer cannot access another customer’s data. Strict logical separation controls are implemented and regularly tested to ensure data security.
Access Control
Genesys Cloud CX implements a series of processes and procedures to ensure secure access. Genesys supports penetration testing for potential customers, clients, and partners.- Authentication – Authorized Genesys personnel who need access to the cloud environment are required to authenticate using Multi-Factor Authentication (MFA).
- Access Control – In addition to Role-Based Access Control (RBAC), we also implement the principle of least privilege and segregation of duties when granting access.
- Audit – For security monitoring and troubleshooting, we use logging functionality to record login success or failure, as well as activities of users and administrators.
On-Premises Key Management Service
Genesys Cloud CX generates and stores the public/private key pairs used in the recording encryption process. With local key management, enterprise developers can write services to generate key pairs and store them locally. The enterprise will be responsible for implementing the service and keeping the keys secure. Local key management is useful if an enterprise must manage its own keys for compliance reasons. Genesys Cloud CX meets global standards, certifications and regulatory and supervisory requirements: SOC 2 — controls for security, availability and confidentiality GDPR — compliance with EU data protection regulations ISO 27001 — managing information risk ISO 27018 — code of practice for protecting personal data in the cloud PCI — protecting customer credit card information HIPAA — protecting health information CCPA — compliance with California privacy laws through GDPR API
