Genesys

Take Genesys to the next level by integrating it with our real-time omnichannel survey solution to supercharge your intelligence and CX feedback.

Integration of our Synaptum® automatic CX feedback surveys with PureCloud, PureConnect and PureExchange, means you can make use of all the data and events available via Genesys to trigger and enhance your omnichannel CX feedback insight – automatically and on any channel.

Our solution gathers feedback on every customer contact channel including phone, SMS, web, email and chat. Our survey DataFuse® then merges the available customer data to deliver real-time analytics, insights and alerts, driving up customer satisfaction rates.

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Every Genesys offering covered:

PureCloud

Synaptum is available directly within PureCloud as an integrated solution and can be implemented at the press of a button, collecting powerful insights triggered by PureCloud events, all in real-time.

PureConnect

Have cloud, premise or hybrid automated CX surveys up and running in days, not weeks, collecting real-time contextual feedback about customer journeys by deploying world-class intelligent routing.

PureEngage

Able to connect to all PureEngage cloud and premise solutions, Synaptum captures real-time CX insight about customer engagements, offers CX analytics, measures workforce performance, and drives proactive alarms.

Features and Benefits

Fast Integration

Get real-time automated CX surveys, triggered by PureCloud events, up and running in a matter of seconds.

Omnichannel Surveys

Take advantage of real-time feedback from your customer’s preferred contact channel immediately after the event you wish to measure.

Total Satisfaction

Use real-time feedback to drive proactive actions that are proven to increase customer satisfaction and retention levels.

Accountability Aced

Access real-time dashboards offering current, easy-to-understand performance results to drive up staff responsibility rates.

DataFuse® Integration

Integrate all the survey data available via Genesys to access powerful analytic and cross reference insights tied to your critical KPIs.

CXBot Automation

Ensure the questions you ask are relevant, short and relate to customers’ recent events using CXBot® to increase response rates.

Cloud or On-Premise

Benefit from the same robust, flexible platform wherever you need it thanks to VirtuaTell’s unique architecture and design.

See how Synaptum® drives real-time surveys when fully integrated with PureCloud.

View Our Integration Benefits Infographic

Leverage our next generation Genesys integration solution to effortlessly supercharge your business intelligence and CX feedback.