Genesys Cloud CX Overview

Study Notes

Genesys Cloud CX is a comprehensive communication platform built for customer experience.
It offers a range of features including back office, contact center, and customer support tools.
It leverages multiple media types like voice, email, webchat, SMS, and 3rd party messaging.
Genesys Cloud CX includes IVRs, outbound diallers, analytics, quality management, and workforce management features.

Always on the Latest Version: Users always benefit from the latest features and updates without manual deployments.
Cloud-Based: Eliminates the need for on-premise infrastructure management, simplifies setup and deployment.
Quick Deployment: Faster implementation compared to traditional on-premise solutions.
Scalability and Automatic Billing: Dynamically adjusts resources based on demand and charges accordingly.
User-Friendly Interfaces: Offers intuitive user experiences for both configuration and usage.

Genesys Cloud Platform (Core APIs): Provides fundamental building blocks for custom integrations and extensions.
Genesys Cloud Collaborate: Enables real-time communication features like chat, video conferencing, and document sharing.
Genesys Cloud Communicate: Offers advanced telephony capabilities including phone calls, voicemail, conferencing, and transfers.
Genesys Cloud Contact Center: Provides tools for managing customer interactions across various channels including IVRs, queues, emails, and web chats.

Cloud Hosting: Leverages Amazon Web Services (AWS) infrastructure for scalability and reliability.
Global Reach: Available in multiple regions worldwide, ensuring accessibility for global operations.
Licensing Model: Offers two licensing options – concurrent licenses and named licenses, allowing for flexibility in deployment.
Shell-Like Licensing Levels: Provides different tiers of features and functionalities based on licensing levels.

Data Tables: Store and manage data within Genesys Cloud. They are used for various purposes such as agent scheduling, reporting, and automation tasks.
Digital Bot Flows: Automate tasks and interactions using digital bots. They can provide self-service options, gather information, and route customers to appropriate resources.

AppFoundry Add-ons: Provides access to a marketplace of third-party applications that extend the functionality of Genesys Cloud CX.
Analytics Add-on (A3S): Offers advanced analytics capabilities for deeper insights into customer interactions and business performance.
Genesys Cloud CX Add-ons: Features specific add-ons like Digital Channels, Workforce Management, Bring Your Own Carrier (BYOC) Cloud, Genesys Cloud Voice, Predictive Engagement, Dialog Engine, and Wallboard Accounts, offering specialized functionalities.

Mobile App: Provides mobile access for users to manage their tasks and communications.
Communicate Mobile App: Streamlines mobile communication with features like call handling, voicemail, and messaging.
Tempo Mobile App: Offers mobile time tracking and workforce management capabilities.
Supervisor Mobile App: Provides supervisors with mobile access to manage their team, monitor performance, and handle escalations.

Telephony Edge Server: Connects Genesys Cloud CX to the public switched telephone network (PSTN) enabling traditional phone calls. It can be deployed either on-premises or in the cloud.
Genesys Cloud Voice: Offers cloud-based telephony services, providing a scalable and reliable voice solution.
Bring Your Own Carrier (BYOC): Allows users to bring their existing telephony carriers and connect them to Genesys Cloud CX. BYOC can be implemented for both on-premises and cloud deployments.

Javascript Essential: Developers need to be proficient in Javascript for building custom integrations, extensions, and scripts within Genesys Cloud CX.
Relational and Non-Relational Database Experience: Developers should have experience with both types of databases as they will use these for various purposes within the platform.
Database Integration Phase: Developers should leverage data from related databases early in the development cycle to ensure optimal functionality and access to valuable customer information.