DCX Use Cases
Intelligent omnichannel contact routing – Helpline
100% of interactions are handled by voice or chatbot, without a human being being involved to categorize the requests and forward them to employees if necessary.
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Digital quality management – Coca Cola Bottlers’ Sales and Services
Coca-Cola Bottlers' Sales and Services has improved the customer experience while saving costs and IT effort by switching to the Genesys Cloud platform. Over 80% of calls are now correctly identified and routed by voicebots. In addition, the shared services organization benefits from highly efficient workforce engagement management and video chat. Results include a 12% increase in fault resolution rates, $1 million savings in technician visits and 50% savings in total cost of ownership (TCO).
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Agent Assist
The integration of Genesys and Enterprise Bot heralds the future of call center operations. Introducing Agent Assist powered by GenAI – a game-changing platform tailored to elevate the efficiency, accuracy, and security of your call center agents.
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Email bot – Generali Switzerland
Reduced need for L1 support for Emails by 40% with over 85% accuracy on email classification and routing
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Live-Chat – Dental Axess
WhatsApp is the preferred channel for customers to describe the problem with supporting material such as screenshots and images. This helps the technical experts considerably in solving the problem.
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Predictive Communication – Electrolux
Genesys Predictive Engagement helps Electorlux to connects the dots on website journeys by leveraging artificial intelligence and analytics to uncover visitors’ behaviors and interests — and then personalizes engagements in real time based on those insights. As the customer navigates through the website, the system recognizes when they need help finding information or making a decision and automatically offers the option to speak to an employee.
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Customer identity and access management – Raiffeisen Schweiz Genossenschaft
Customers have to authenticate themselves when talking to the service center agent by answering security questions. This interrupts the flow of the conversation, extends the duration of the call and is perceived as pain point by customers.
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Customer data plattform – 360° customer view – MSC Cruises
The migration to the Genesys Cloud marks a significant change in the optimization of a company's customer center by solving existing challenges and opening up new ways for innovation and efficiency.
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Intelligent omnichannel contact routing – TGW Logistic Group
Leading Austrian logistics company uses real-time and historical data with Genesys Cloud CX to overcome intralogistics challenges, increase agent efficiency and provide transparency to customers.
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