TTEC Digital Solution for Genesys Cloud: 2 Week Implementation

Due to their flexibility, quickly evolving capabilities, deep customization options and ability to empower customers, chat bots have quickly become a critical communication channel. When seeking support via a brand’s web site or mobile application, many customers naturally turn to chat as their go-to channel for answers or guidance.

Despite their rising popularity, chat bots are not all powerful – many customer interactions require the involvement of a live agent. When a customer decides to seek the assistance of a live agent, that transition must occur seamlessly and efficiently. The implementation of TTEC Digital Agent for Genesys Cloud will address:

• Seamless Transitions
• Skills-based Routing
• Customizable Agent Information including full chat transcript, contextual highlights, sentiment prediction and more
• Improved Customer Experience
• Native Integration with Genesys Cloud

Services Provided*

• Integration of Microsoft Power Virtual Agent to Genesys Cloud queue
• Routing based upon skills, department or specialization
• Customizable Agent Information
• Deployment of virtual agent in Teams, Web Chat and/or mobile

*Est. dependent on number of topics / conversation branches and skill routing complexity