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Genesys Cloud CX

Genesys Cloud CX
Formerly Genesys Cloud

Overview

What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

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Learn from top reviewers

Great system for managing contact center environment

Rating: 10 out of 10
November 22, 2024
IncentivizedVetted ReviewVerified User
We use it for our Admissions, Promotions and Business Office. Before Genesys, we had no measurable way to track productivity or measure quality assurance. Genesys has helped u...
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Andrew Saltonstall
Technician - Information Technology
Telecom Technician
Pensacola Christian College
Genesys Cloud CX1 year of experience

Nothing Cloudy here!!!! Pure sunshine

Rating: 10 out of 10
October 11, 2024
Vetted ReviewVerified User
We use Genesys Cloud to manage omnichannel customer interactions including Voice, email, SMS, Chat and Social media to ensure a seamless and unified experience. Our main focus...
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Matthew Calton
Manager - Information Technology
Communications Manager
Grove & Dean Ltd.
Genesys Cloud CX2 years of experience

Excellent product - full end-to-end solution!

Rating: 10 out of 10
August 29, 2024
IncentivizedVetted ReviewVerified User
Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full cloud solution, to mitigate lengthy up...
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Adrian Bradshaw
Professional - Information Technology
Enterprise IT Engineer
Auto Trader
Genesys Cloud CX1 year of experience

Genesys Cloud CX offers best in class customer experience orchestration.

Rating: 9 out of 10
August 29, 2024
IncentivizedVetted ReviewVerified User
Genesys Cloud CX is the contact center system of choice for my organization. Prior to the implementation of Genesys Cloud CX, our customer service experience was very fracture...
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Kristopher Charles, MBA
Administrator - Information Technology
Customer Interaction Product Owner
Owens Corning
Genesys Cloud CX1 year of experience

Great Company, Solid Products.

Rating: 8 out of 10
August 27, 2024
IncentivizedVetted ReviewVerified User
We needed a streamlined call center communication platform integrated with our Salesforce instance. We began with one team and now have six different departments utilizing pho...
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Kris Wolf
Project Manager - Customer Service
Project Manager
Rightworks
Genesys Cloud CX4 years of experience
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How Genesys Cloud CX Differs From Its Competitors

CX Automation Performance

Knowledge management plays a critical role in enhancing self-service and automation within Genesys Cloud by ensuring that customers can access accurate and relevant information quickly and independently. Through a well-structured knowledge base, customers can find answers to common questions …
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Migration Experience

Migrating to Genesys Cloud was relatively seamless due to its cloud-based AI-driven tools, which streamlined data transfer from legacy systems. The platform’s intuitive migration process allowed us to import customer data, interaction history, and workflows with minimal disruption. Its scalability …
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Migration Experience

We migrated from an onprem Avaya Contact Center elite platform to Genesys cloud with ease, the system was setup like for like and the ability to switch features on and trial functions on CX3 license level with no additional costs was an added bonus
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CX Automation Performance

Currently, our organization uses the Genesys Cloud CX knowledge management capabilities to enable Agent Assist for our employees. This feature has allowed us to reduce average handle times and assist in the onboarding of new agents. Our agents appreciate this feature that makes doing their job …
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Migration Experience

The transition to this platform is seamless, allowing for cost savings and improved team collaboration. It supports business growth without sacrificing service quality. The customer experience is elevated through unified communication channels, leading to better engagement, higher resolution …
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CX Automation Performance

Understanding how Genesys Cloud CX works helps leaders relay important information to its team members, especially in terms of agent performance. Knowing how Genesys Cloud CX function allows agents to make their interactions much more faster and reporting is easy to read and understand. That is …
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Migration Experience

Because Genesys Cloud CX is supported by AI, it allows users to have an easy to use communication tool that is built to respond to customer queries and then routes end-users to support when addressing complex questions. Genesys Cloud CX makes migration easy and provides room for scalability, which …
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CX Automation Performance

Right now, we are beginning to implement self-service channels such as collection bots, in which the client can call to reach a payment agreement within the allowed margin, depending on the delay fees. We also have self-service channels for customer service, where the client can call to track an …
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Migration Experience

This is handled by a different group from network infrastructure. I can only say that we are at ease with the current setup that they have. There are facets in the business which are assigned to specific groups to manage. Our user experience improved as our CRM has been integrated.
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CX Automation Performance

It largely depends on the service provider, but so far, we’ve had quite a positive experience. Genesys Cloud CX and its partners have always been very generous and willing to support us with training. The self-help resources and available reference material are also quite comprehensive. In terms …
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Migration Experience

We haven't had much opportunity to scale to tools or modules with more advanced AI use yet. However, I’m aware of and have seen the possibilities, and I know they are very interesting and well-established in the market. Additionally, the fact that the tool is so scalable and modular makes these …
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CX Automation Performance

As a company, we are not utilizing the centralized knowledge base as a whole. I do see a value in this option and it may be something we utilize more in the future, but I cannot speak to this specifically at this time. I can see value in having knowledge articles available and integrated into your …
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Migration Experience

We migrated from Genesys Engage to Genesys Cloud CX and even though it was within Genesys it was still a large project to undertake. For our smaller divisions that do not utilize email we had a very positive experience in the cut over. However, the larger groups who utilized voicemail, email, and …
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CX Automation Performance

Most of the interactions we handle at Genesys are voice calls. Therefore, we have several applications created in our IVRs that allow the user to obtain information without being attended to by a human agent. The knowledge base created is used to make decisions based on what customers ask most.
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Migration Experience

Genesys is easy to implement by taking the necessary courses and placing them in the correct order. This lets you have a complete idea of the platform before migrating to Genesys CX. Regarding the customer experience, they were not affected by this migration since it was almost transparent for them.
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CX Automation Performance

We have just started to try out the knowledge management aspect of the platform. We aren't quite there yet but we are very excited to incorporate the knowledge bases as a base for our AI tools to be able to give customer an accurate and efficient self-service tool that they can use at their …
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Migration Experience

It's great because it has removed the need to upgrade hardware or even software in for the process of migration and even keeping up with the platform. No need to make any further investments and it's a great way to keep cost down. In turn that makes this investment more worthwhile.
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CX Automation Performance

We invest in comprehensive training programs and detailed documentation for our staff to ensure they can efficiently manage and update the knowledge base internally. This ongoing education ensures that the information provided to customers through automated and self-service channels is accurate …
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Migration Experience

Genesys Cloud CX provides an intuitive and user-friendly interface that simplifies the migration process. Whether you are migrating a small dataset or a comprehensive one, the platform's step-by-step guides and built-in tools help streamline the process. This ease of use minimizes the need for …
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CX Automation Performance

While our current business workflows don't have self-service for customers, they support employee self-service. Automation workflows allow knowledge articles to be associated with specific customers, making it much easier to fulfill their responsibilities and improve customer experience.
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CX Automation Performance

We are using Genesys Cloud CX's automation capabilities to streamline the customer experience and make it easier for them to work with our customer support agents and reach a satisfying resolution to their problems and concerns. Automation reduces the workload of our support agents and helps them …
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Migration Experience

We are currently in the process of training the AI so that when it comes time to migrate the data, it will be able to do so accurately and efficiently. We are excited about the Genesys AI capabilities and foresee it being a huge asset to our organization and facilitating our data migration.
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CX Automation Performance

With the new co-pilot feature, Genesys Cloud CX can recommend knowledge base articles that we have setup that go along with what is happening on the call, allowing our advocates to maximize their time when interacting with our patients. We also allow the patients to authenticate their accounts …
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Migration Experience

We moved from an old on-prem system that was out of support and very inflexible, but moving to a cloud-based system was a breeze.
Customers will have benefited from new and consistent IVR prompts and faster service and increased first call resolution
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CX Automation Performance

knowledge management for us is a big thing being an FI and dealing with money, compliance and forever changes to policy, products and government requirements using knowledge management we can assure our agents and staff are always kept up to date with delivering on the right information to …
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Migration Experience

We are yet to implement full AI into our business, we are currently looking at ways how to securely do this and also making an impact on why we would look to AI instead of agents handling the work. I feel we have come along way in this space and im excited to see where we can take it.
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CX Automation Performance

By providing a centralized repository of information and making it easily accessible to customers, knowledge management systems can help to reduce the need for human intervention and support automation and self-service.
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Migration Experience

I was not a part of the integration of Genesys so I can't speak on that, but its scalability is vast, and its ease of use is matched with its resource center and step-by-step assistance with support.
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CX Automation Performance

Honestly we don't have any yet, but would love to implement this sort of documentation and handling. We are working on using all the robust features of the system. We are excited to learn of all the capabilities and any way to improve not only our customer experience, but the agent experience as …
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Migration Experience

I was not here for the implementation/migration to Genesys Cloud CX. However, I have heard only great things about the system since it was implemented. The only issues we had were learning a new system which comes with the product, and user training on a new system. Aside from that we absolutely …
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CX Automation Performance

Genesys is good in the knowledge management and they are clearly document all pieces of the information in the help.purecloud.com, if you required any assitance its provides a detailed explanation and also the examples for the practices. Genesys also does good in the automation where the …
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Migration Experience

Yes, they have developed tool to inject the existing configurations in the production system and also its very easy to migrate from any legacy/on-premises solutions and its user's friendly with lot of enhacements in the GUI page. But when specially taking about BCP they still need to address how …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Video Reviews

12 videos

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Genesys Cloud CX Review | Sales Manager's Experience
07:06
Senior Application Developer's Honest Thoughts | Genesys Cloud CX Review
07:32
Genesys Cloud CX | Providing Quality Client Care
03:42
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Pricing

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Genesys Cloud CX 1 - Voice

$75

Cloud
per month (billed annually) per user

Genesys Cloud CX 2 - Digital

$95

Cloud
per month (billed annually) per user

Genesys Cloud CX 2 - Digital + Voice

$115

Cloud
per month (billed annually) per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.genesys.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

Get to know Genesys Cloud

www.genesys.com

Genesys Cloud Guided Tour

www.genesys.com
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.2
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8
Avg 8.2
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Product Details

What is Genesys Cloud CX?

Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys Cloud CX (formerly Genesys Cloud) solution promises to make customer relationships simple. Built to handle any channel, the Genesys Cloud CX (formerly Genesys Cloud) platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.

The solution aims to simplify the way businesses connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX (formerly Genesys Cloud) is a customizable application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.

The software deploys in days, and updates are available each week. The vendor states Genesys Cloud CX has active customers in more than 100 countries around the world.

Genesys Cloud CX Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots

Additional Features

  • Supported: Voice Routing
  • Supported: Web Chat
  • Supported: Email Response
  • Supported: SMS
  • Supported: Social Listening
  • Supported: Unified Communications
  • Supported: Softphone
  • Supported: Workforce Scheduling

Genesys Cloud CX Screenshots

Screenshot of ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance

Genesys Cloud CX Integrations

Genesys Cloud CX Competitors

Genesys Cloud CX Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesCanada, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, United States, Guam, N. Mariana Island, US Virgin Islands, Puerto Rico, Argentina, Brazil, Chile, Colombia, Dominican Republic, El Salvador, Mexico, Panama, Peru
Supported LanguagesArabic, Chinese (simplified), Chinese (traditional), Czech, Danish, Dutch, English, Finnish, French, German, Italian, Hebrew, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Russian, Spanish, Swedish, Thai, Turkish

Frequently Asked Questions

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Five9, NICE CXone Mpower, and Talkdesk are common alternatives for Genesys Cloud CX.

Reviewers rate Warm transfer and Recording highest, with a score of 8.6.

The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
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Comparisons

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Reviews From Top Reviewers

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(1-5 of 219)

Great system for managing contact center environment

Rating: 10 out of 10
Incentivized
November 22, 2024
AS
Andrew Saltonstall
Telecom Technician
Pensacola Christian College (Higher Education, 1001-5000 employees)
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
View profile
Use Cases and Deployment Scope
We use it for our Admissions, Promotions and Business Office. Before Genesys, we had no measurable way to track productivity or measure quality assurance. Genesys has helped us measure and implement both of these features. It has improved our efficiency and our productivity. Additionally it has added much more robust reporting capabilities we didn't have before, especially with its integration into Salesforce, and use of dashboards for real-time reporting.
Pros
  • Reporting.
  • Quality management.
  • Agentless campaign.
  • Integrations
Cons
  • Architect.
  • More customization with phone settings.
  • Utilization settings.
Likelihood to Recommend
Genesys cloud is very well suited for a multi menu IVR with agents waiting in queue to take calls. Features such as Agentless campaigns, Callback options, and SMS campaigns make it useful in a Contact center environment. It's less than ideal for someone who wants to use it as just a non-ACD phone.

Excellent product - full end-to-end solution!

Rating: 10 out of 10
Incentivized
August 29, 2024
AB
Adrian Bradshaw
Enterprise IT Engineer
Auto Trader (Marketing & Advertising, 1001-5000 employees)
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
Use Cases and Deployment Scope
Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full cloud solution, to mitigate lengthy upgrades, and to offer a seamless solution end-to-end which with a feature-rich product.
Pros
  • Seamless Upgrades.
  • Feature-Rich Contact Centre Solution.
  • User-Friendly Experience.
Cons
  • Email Channel functionality is a little limited at present.
Likelihood to Recommend
Great for those looking for a full cloud end-to-end solution. I could not think of a reason where it would not be fitting - the costs are comparable against other providers, including running an on-prem solution.

Genesys Cloud CX offers best in class customer experience orchestration.

Rating: 9 out of 10
Incentivized
August 29, 2024
Use Cases and Deployment Scope
Genesys Cloud CX is the contact center system of choice for my organization. Prior to the implementation of Genesys Cloud CX, our customer service experience was very fractured leading to higher handle times and a lack of customer insights. With Genesys Cloud CX, we unify these experiences to provide a 360 view of the services we provide.
Pros
  • Genesys Cloud CX provides excellent documentation and training modules
  • Genesys Cloud CX has a strong and engaging user community
  • Deployment options are very flexible and support just about any telephony/email configuration
Cons
  • Tier 1 support can sometimes be frustrating with logging requirements
  • 3rd party support partners can add latency to issue acknowledgement and resolution
  • New AI features may carry additional cost outside of the Genesys Cloud license
Likelihood to Recommend
Genesys Cloud CX offers best in class customer experience orchestration for voice and web messaging. Our organization is able to simplify the IVR with intelligent routing. Where Genesys Cloud CX is less well suited is with regards to managing email interactions. Our agents sometimes struggle with interactions that require multiple responses that are threaded in a single conversation.

Best CRM software I ever used

Rating: 9 out of 10
Incentivized
August 19, 2024
TP
Timmyleh Pocong
Business Development Officer
ENOFAP (Information Technology & Services, 5001-10,000 employees)
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
View profile
Use Cases and Deployment Scope
We use Genesys Cloud CX as a Quality Assurance tool to measure agent performance on their customer interactions through our various channels. As a leader, I use Genesys Cloud CX to conduct audits on my agents on a periodic basis. We perform these audits weekly and conduct deep dives during our business reviews using reports generated from Genesys Cloud CX to identify areas of opportunity for our agents to improve and create action plans to resolve issues that affect the overall performance of the team.
Pros
  • Customize score cards
  • Provide coaching forms
  • Generate reports
Cons
  • Simplified summary reports
  • Links to audit samples
  • Graphs and charts
Likelihood to Recommend
Genesys Cloud CX is suited as your call or chat tool, quality assurance tool and reporting tool, as these are Genesys Cloud CX's core features. Genesys Cloud CX is able to record interactions and the samples are crisp and sharp. It is easy to navigate and the reports are easy to understand. I highly recommend Genesys Cloud CX.

A good partner Genesys Cloud.

Rating: 10 out of 10
Incentivized
August 08, 2024
JL
Jose Leon
zone Manager
Coppel (Retail, 10,001+ employees)
Vetted Review
Verified User
Genesys Cloud CX
10 years of experience
View profile
Use Cases and Deployment Scope
We use Genesys Cloud CX to do a collection for our clients with delay fees from 30 days to 120 days; we also contact our best clients to do promotions in case they have free credit lines, find new clients to promote our services, cold selling, customer service to solve any issues they have and give them a better service. With Genesys Clous CX we have been able to increase or collection, been able to contact more clients, it helps us to have better contact strategies, we also have been able to increase or selling do to the diferents promotions we can give to our clients.
Pros
  • It is an stable platform.
  • CRM flexibility.
  • Better contactability.
Cons
  • Integrate Whatsapp.
  • Gamification
  • Call back.
Likelihood to Recommend
Genesys Cloud CX is good in terms of doing strategies to contact clients. You can program how you want to go through your database, and you can have a customized CRM to have the information you need for a better service with your client Genesys Cloud CX. It is not good to integrate it with WhatsApp. At least we haven't been able to do it properly.
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