Genesys Cloud CX

Genesys Cloud CX is a suite of cloud services for enterprise-grade communication, collaboration, and contact center management. Genesys Cloud CX provides the ability to securely communicate with customers over a range of channels, including voice, text, and video conference. The solution can also integrate seamlessly with customer call center systems to provide visibility into customer interactions with existing communication channels.

Genesys Cloud CX allows customers to enable third-party integrations through AppFoundry, a Genesys marketplace of integrations supported by the Genesys Cloud CX application. Users of the application can also leverage self-service tools that provide speech-enabled Interactive Voice Response (IVR), voicebots, and chatbots, as well as tools to enhance workforce engagement management (WEM). These tools allow users to optimize Genesys Cloud CX for their unique requirements.

The VA Office of Information and Technology (OIT) Unified Communications will use Genesys Cloud CX to advance the services provided by the Veteran Crisis Line (VCL). Genesys Cloud CX will facilitate voice, text, chat, video, and email functionality that will support 2,000 agents and 500 supervisors, with the ability to grow to 3,500 agents and 1,000 supervisors. Workforce Management (WFM), Workforce Optimization (WFO), and Quality Assurance (QA) will have the ability to interface with current and future systems, as well as storage and networking infrastructure to support data centers. Genesys Cloud CX will also provide a means to integrate into VA’s Customer Relationship Management (CRM) system.