Summary
This document is a technical report that outlines the features and capabilities of various Genesys Cloud offerings, specifically comparing Genesys Cloud 1, Cloud 2, and Cloud 3. It details functionalities related to self-service options, including inbound and outbound call flows, email and chat flows, and SMS messaging. The report describes the integrated tools for real-time error tracking, speech-enabled IVR, and AI-driven capabilities such as predictive customer engagement and routing. It also presents various communication channels supported by Genesys Cloud, including voice, email, web chat, and messaging apps. The document further elaborates on workforce engagement management, quality and compliance features, and analytics and reporting tools available within the platform. Additionally, it discusses integrations with popular CRM applications and collaboration tools, emphasizing the flexibility and scalability of the Genesys Cloud solutions for different business needs.
