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GC Feature Matrix Summary

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31 views

GC Feature Matrix Summary

Uploaded by

Maria Renee Flores Morales
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Genesys Cloud CX CX1 CX 2 CX 2 CX 3 CX 3 EX

Summarized Plan Comparison Digital Digital


Self-Service
Speech-enabled IVR ⚫ ⚫ ⚫
Voicebots* ⚫ ⚫ ⚫
Chatbots* ⚫ ⚫ ⚫ ⚫
Digital
Unlimited chat and email routing ⚫ ⚫ ⚫ ⚫
Co-browse ⚫ ⚫ ⚫ ⚫
SMS ⚫ ⚫ ⚫ ⚫
Messaging apps ⚫ ⚫ ⚫ ⚫
Web messaging ⚫ ⚫ ⚫ ⚫
Inbound
Inbound Voice Routing ⚫ ⚫ ⚫
Voicemail ⚫ ⚫ ⚫
Callback (IVR and web) ⚫ ⚫ ⚫
Outbound
Voice outbound campaigns ⚫ ⚫ ⚫
Digital outbound campaigns ⚫ ⚫ ⚫ ⚫
Inbound / outbound blending ⚫ ⚫ ⚫ ⚫ ⚫
Workforce
Unified communications ⚫ ⚫ ⚫ ⚫ ⚫ ⚫
Interaction recording ⚫ ⚫ ⚫ ⚫ ⚫ ⚫
Screen recording ⚫ ⚫ ⚫ ⚫ ⚫
Quality management and compliance ⚫ ⚫ ⚫ ⚫ ⚫
Workforce management ⚫ ⚫ ⚫
Employee performance and engagement ⚫ ⚫ ⚫
Speech and text analytics ⚫ ⚫
Integrations
Access to AppFoundry Marketplace ⚫ ⚫ ⚫ ⚫ ⚫ ⚫
Platform APIs ⚫ ⚫ ⚫ ⚫ ⚫ ⚫
Insights
Real-time and historical views ⚫ ⚫ ⚫ ⚫ ⚫ ⚫
Historical reporting ⚫ ⚫ ⚫ ⚫ ⚫ ⚫
Performance dashboards ⚫ ⚫ ⚫ ⚫ ⚫ ⚫
* The use of AI capabilities may incur additional usage charges

2023-12-06

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