The analytics platform features voice interface reports, application performance reports, customizable reports and dashboards, funnel analysis, export and share, historical reporting, real-time monitoring and reporting, and on-the-fly accessibility. The customer experience platform enables customer engagement and employee engagement, and optimizes business solutions. Genesys provides 3 platform editions based on the requirement of clients - Premier edition for small contact centers, business edition for medium-sized contact centers, and enterprise edition for large contact centers. Each edition offers a unique set of capabilities and is delivered through different deployment models - cloud, hybrid, and on-premises. The services offered by the company include business consulting professional services, support, and care.
USP : Genesys registers its presence in the contact center analytics market with a number of solutions like (Genesys Pureconnect Contact Center) powered by its customer experience platform - Genesys CX Analytics. It enables contact center executives to gain crucial insights into customer interactions and operational data; and provides detailed reporting of application performance, including call data, voice user interface, agent performance, and Service-Level Agreements (SLAs).