Genesys CX integration with Synaptum®Harness the power of 2 market leading partners
Our solution gathers feedback on every customer contact channel including phone, SMS, web, email and chat and our survey Datafuse® merges the available customer data to deliver real-time analytics, insights and alerts, proven to drive positive customer satisfaction performance higher.
Synaptum is available directly within PureCloud as an integrated solution and can be implemented at the press of a button, collecting powerful insight, triggered by PureCloud events, in real-time.
Able to connect to the various PureConnect cloud and premises deployments, Synaptum will capture real-time CX insight about customer engagements, CX analytics, workforce performance and drive proactive alarms.
Cloud, premise, or hybrid automated CX surveys, up and running in days and collecting real-time contextual feedback about journeys, using world-class intelligent routing.
Email, web, phone, chat, cellphone or whatever, when a Genesys channel is used by your customer, Synaptum™ will collect real-time feedback triggered by the Genesys event you want to measure.
See how Synaptum® drives real-time surveys when fully integrated with PureCloud.
Features and Benefits
Fast Genesys integration
We get real-time automated CX surveys up and running out-of-the-box in minutes, not weeks, triggered by real-time Genesys events. For PureCloud, it’s seconds!
Real-time feedback on the most convenient contact channel your customer prefers and immediately after the event you wish to measure.
Increased customer satisfaction & retention
Use real-time feedback to drive proactive actions that are proven to result in increased customer satisfaction and retention levels.
Increased staff accountability
Real-time dashboards with current and easily understood results are available to all levels of the organisation and proven to drive staff responsibility.
DataFuse® metadata integration
Meld all the data available via Genesys, with your survey results for powerful analytic and cross reference insights into the important KPI’s.
CXBot® works in real-time to use the Genesys knowledge to ensure the questions we ask are relevant, short and relate to their recent event, drives response rates upwards.
VirtuaTell’s unique architecture and design means you benefit from the same robust, flexible platform, wherever you need it