Genesys Desktop [2021] Instant

It turns your contact center from a cost center into a revenue driver—because a happy, empowered agent is the only thing that creates a loyal customer.

Resolution time: 45 seconds. CSAT: 5/5. If you are currently on a legacy on-premise system (Avaya, Cisco UCCE, old Genesys PureConnect), the move to the cloud-based Genesys Cloud Desktop is a cultural shift, not just a tech upgrade. genesys desktop

Genesys Desktop provides a live "Agent Timeline." You can see exactly where an agent is stuck. Are they spending 3 minutes on the knowledge base? Did they mute the call to ask a peer a question? It turns your contact center from a cost

Look for "Genesys AppFoundry" integrations to connect your niche back-end tools directly into the agent script. The Manager’s View: Why you actually need this Agents care about ease of use. Managers care about metrics. If you are currently on a legacy on-premise

A customer calls. Sarah asks for the account number. She types it into Tab A, copies it, pastes it into Tab B, then alt-tabs to Tab C to find the answer.

Beyond the Tabs: Why the Genesys Desktop is the Control Center for Modern CX

You get native Quality Management (QM) and Workforce Management (WFM) built right into the desktop. You can coach an agent via a whisper message while they are on a live call, without the customer hearing a thing. Before: Customer waits 2 minutes. Agent apologizes for the delay. Agent asks for info the customer already gave the IVR. Customer gets angry. After: Customer calls. IVR captures "Billing question." Genesys Desktop pops up the customer’s profile, flags a recent failed payment, and suggests the "Payment Retry" script. Agent picks up in 10 seconds. "Hello Mr. Jones, I see that last payment didn't go through. I can fix that right now."