Genesys Unveils Next Generation User Experience

PRESS RELEASE: Genesys announced at Gartner Symposium/ITxpo the availability of the latest version of the Customer Experience Platform with a complete redesign of the platform user experience (UX) – unveiling a new user interface paradigm for the industry. With the enhanced Genesys user experience, IT, contact center management and business users can now instantly access and act on relevant information to enable real-time decision-making and control over the customer experience. The new interfaces are built to deliver a role-based and intuitive business user experience that remains consistent across the Genesys platform, and are portable across a myriad of wearable and other leading-edge technologies like smart watches and Google Glass.

Real-Time Decision-Making to Improve the Customer Experience

The redesigned interfaces and workflows set a new standard for contact center and customer experience leaders as they look for new ways to effectively manage the customer journey. Beyond these workflow improvements, the new UX also reduces the administrative costs of managing contact center operations.

Taking a simplified yet sophisticated design approach – the new interfaces and workflows were built on seven key user experience imperatives, which include:

  • Consistent user-interface framework across all Genesys products
  • Focus on the tasks the user needs to perform in a workflow
  • Re-engineering highly used workflows to improve usability
  • Clear and meaningful display of information based on the user role
  • Easily shareable and actionable analytics to drive business performance
  • Usability with little to no formal training required
  • Single sign-on capability with role-based access
  • Customer Service Management Tools Haven’t Kept Pace

Traditional contact center management tools have not kept pace with the needs of today’s customer experience market leaders, largely because information isn’t readily available in real-time and is difficult to access. Additionally, traditional management tools require specialized training, frequent intervention of IT staff to make changes, and are limited to proprietary systems and hardware. As a result, the real-time decision-making required to manage the customer journey and drive key business outcomes is compromised. Today, companies are looking for new ways to apply business intelligence and big data to optimize the customer experience. With the latest version of the Genesys Customer Experience Platform, organizations have access to the right information for the right users at the right time to drive the right business outcomes.

Redesigned Interfaces Across the Genesys Customer Experience Platform

“The new Genesys user experience is the culmination of a collaborative process that included customer feedback and market research to deliver Genesys customers the best possible user experience available anywhere,” said Paul Segre, President and CEO, Genesys. “The new user experience will fundamentally transform how organizations of all sizes manage the customer experience.”

About Genesys

Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day.