Genesys Altocloud Overview

Genesys-altocloud uses AI and machine learning for predictive web engagement. Customer experiences and website sales conversions are enhanced through guided interactions.

Use Cases

Customers recommend Engagement Management, Lifetime Value Management, Measuring Customer Satisfaction, as the business use cases that they have been most satisfied with while using Genesys Altocloud.

Other use cases:

  • Contacts History
  • Proposal & Quote Management
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Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Genesys Altocloud.

Other priorities:

  • Increase Customer Life Time Value
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Genesys Altocloud Use-Cases and Business Priorities: Customer Satisfaction Data

Genesys Altocloud works with different mediums / channels such as Phone Calls.

Comprehensive Insights on Genesys Altocloud Use Cases

How does Genesys Altocloud facilitate Engagement Management?

Case Studies

CASE STUDY Almosafer

Almosafer faced growth challenges due to siloed channels. They implemented the Genesys Cloud platform to provide an omnichannel experience. This allowed customers to book seamlessly and agents to acc...ess customer insights. As a result, Almosafer improved cross-selling, operational efficiency, and scalability.

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Financial Services

CASE STUDY Siam Commercial Bank

Siam Commercial Bank used the Genesys Cloud platform to improve customer service. They needed a modern solution to manage interactions across channels. The bank cut repeat calls by 50%, reduced avera...ge wait time by 25%, and decreased handle time by 3%. The new system replaced costly, inflexible on-premises solutions, allowing for seamless updates and better customer experience.

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CASE STUDY COOntacto

COOntacto was struggling with a customer service platform that didn't meet its KPIs. They switched to the Genesys Cloud CX solution. This change improved their service levels from 27% to 89%. Their s...ervice-level compliance rates increased from 73% to 96%. They also saw a 15% reduction in abandonment rate.

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Retail

CASE STUDY Grands Moulins de Paris

Grands Moulins de Paris needed a simple and flexible customer experience technology. They chose Genesys Cloud for its ease of use and ability to meet current and future customer needs. The solution s...implified call flows and improved agent support. It also allowed for easy addition of new functionalities without disrupting the business.

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Banking

CASE STUDY M&T Bank

M&T Bank wanted to improve its customer service but faced challenges with outdated technology. They decided to modernize their customer experience platform with Genesys. After implementation, they sa...w a 100% increase in banker productivity, an 11% reduction in cost per call, and an 80% decrease in dropped calls.

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Financial Services

CASE STUDY Newcastle Greater Mutual Group

Newcastle Greater Mutual Group faced challenges with a complicated post-merger IT landscape. They used dense manuals and mechanical workflows. To address this, they standardized their contact center ...operations on the Genesys Cloud platform. AI-powered innovations like Agent Copilot and auto summarization helped reduce average handle time by 50 seconds and hold time by 30 seconds per call. This led to 50% faster agent competency.

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Genesys Altocloud Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

3.87/5 ★

Read Reviews (9)
Custom Reports

3.92/5 ★

Read Reviews (10)
Analytics

3.91/5 ★

Read Reviews (12)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

3.87/5 ★

Read Reviews (9)
Custom Reports

3.92/5 ★

Read Reviews (10)
Analytics

3.91/5 ★

Read Reviews (12)

Software Failure Risk Guidance

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for Genesys Altocloud

Top Failure Risks for Genesys Altocloud

Genesys Cloud Services, Inc News

Product

MyPureCloud/terraform-provider-genesyscloud

The MyPureCloud/terraform-provider-genesyscloud project provides a Terraform provider for automating the deployment and management of Genesys Cloud resources. This open-source integration enables infrastructure-as-code workflows for contact center and customer experience solutions on the Genesys Cloud platform.

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Customer

Genesys Cloud integration enhances guest experiences at IHG

IHG Hotels & Resorts has selected Genesys Cloud to enhance its global guest booking experience. By deploying the Genesys Cloud platform, IHG aims to deliver more personalized, AI-powered customer interactions across its contact centers. This move supports IHGs digital transformation and commitment to improving customer service in the hospitality sector.

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Customer

Redefining Hospitality through Innovation: Genesys Cloud Elevates the IHG Guest Experience

Genesys announced that IHG Hotels & Resorts has unified its global call center operations on the Genesys Cloud platform. This deployment leverages AI-powered experience orchestration to enhance guest services and deliver more personalized hospitality. The solution aims to modernize IHGs customer interactions and elevate the overall guest experience in the hospitality sector.

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Awards

Genesys Recognized in Gartner Peer Insights Voice of the Customer for Enterprise Conversational AI Platforms

Genesys is recognized as a Strong Performer in the 2024 Gartner Peer Insights Voice of the Customer report for Enterprise Conversational AI Platforms, with high ratings for its AI capabilities in enhancing customer and employee experiences.

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Genesys Cloud Services, Inc Profile

Company Name

Genesys Cloud Services, Inc

Company Website

https://www.genesys.com/

Year Founded

1990

HQ Location

2001 Junipero Serra BlvdDaly City, CA 94014, USA

Employees

5001-10000

Social

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Financials

PRIVATE