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Genesys DX

Elevate Your Customers’ Digital Experience with Genesys DX

Personalize Every Interaction and Engage Smarter

Create personalized experiences at scale, with a single solution that brings the best of artificial intelligence (AI) chatbots and human support together. So, your customers and employees get what they need the first time, every time.

What truly sets digital customer support apart is how easy it is to optimise and improve over time. With self-service and AI assistance for agents in place, you can start using what you’ve learned from customer and agent interactions to take your customer experience to the next level

The benefits of digital engagement have never been more clear. With a strong cloud digital engagement platform, you can operate under nearly any circumstances. Your customers enjoy shorter wait times and better, more consistent experiences. And your agents are freed from many mundane tasks. With the right strategy in place, you can evolve digital engagement rapidly.

Contact IST – Your Trusted Genesys Partner

  • Features

    Streamline customer service

    Contacting support shouldn’t be painful for customers. Increase efficiencies and reduce costs with AI and human harmony.

    Modernize HR and scale employee support

    Searching internal systems and submitting tickets wastes time. Work smarter with automated internal support.

    Revolutionize your customer experience

    Customer experience can make or break your business. Deliver better results across every customer engagement.

    Empower customer-facing employees

    Your service team needs quick access to knowledge. Arm them with information they trust.

    Increase customer conversion

    Website buyers need help choosing products and services. Remove barriers to conversion in real-time.

    Expand The Conversation

    Expand The Conversation

    Meet your customers where they want to engage. Bring the conversation to new digital channels, including live chat, chatbots, messaging and your mobile app — all in over 40 languages.

    Engage without friction

    Engage without friction

    Chatbots with natural language processing are ready 24/7 to handle routine queries. When changes are complex, your support team picks up right where the bot left off. No more long holds or time wasted looking for answers.

    Work smarter, not harder

    Work smarter, not harder

    Let your customers tell you how to improve your journey without even asking them. With Genesys DX, you get a voices dashboard that continuously captures key insights and tells you where to optimize. Get the reports and analytics you need to drive better results.

    What are IST’s Customers are saying?

    • IST was the chosen partner to implement and integrate Genesys omnichannel solution with our bespoke applications, thanks to thier local experience & support in KSA.

      Saeed Basad
      Saeed Basad Call Center Technologies Director - STC
    • IST made a great job of installing the solution and their experts always respond on the spot if we need support.

      Sary Shukry
      Sary Shukry Head of Operation Development, Complaint Management & Mobile Number Portability, Mobily
    • Although there are 3 main providers for Genesys solutions in Egypt, IST won our business. Above all, they offered the best support SLA. Thank You, IST.

      Abdulazziz Hussien Korany
      Abdulazziz Hussien Korany Customer Service Director, Egypt Post
    Implement

    IST has implemented CX systems since 2002, our team of experts are well equipped to implement your PureCloud Customer Engagement Centre that will meet your business and customer needs.

    Manage

    Managing your PureCloud Customer Engagement Centre for high performance requires experience and time. Allow IST to manage your IVR call flows, report customization, agent management and much more. We have you covered.

    Enhance

    PureCloud is flexible and grows with your business. As your needs change, allow IST consultants to recommend enhancements and add new features so you achieve your business objectives.

    Train

    Your agents are your greatest asset. IST can train your Customer Engagement team to fully utilize all the features of PureCloud and design dedicated training plans to achieve your business targets.

    IST PureCloud Features

    Omnichannel Interaction Management

    • Web Agent Desktop
    • Voice
    • Wrap up codes
    • Speech Enabled IVR

    Outbound Campaigns

    • Preview, Progressive
    • Campaign Management
    • Compliance

    Workforce Optimization

    • Voice recording

    Supervisor Features

    • Listen, Assist, Agent activation
    • Real-time performance views
    • Historical Metrics and Reports

    Integration

    • 3rd Party REST APIs
    • Unified Communications Platform
    • Packaged CRM Integrations *

    Omnichannel Interaction Management

    • Web Agent Desktop
    • Voice
    • Wrap up codes
    • Speech Enabled IVR
    • Web, Chat, Email
    • Response Management
    • Call Back

    Outbound Campaigns

    • Preview, Progressive
    • Campaign Management
    • Compliance
    • Graphical Scripting
    • Script Designer
    • Agentless, Power, Predictive
    • Inbound/ Outbound Blending

    Workforce Optimization

    • Voice recording
    • Quality Evaluations
    • Omni Channel Recording
    • Workforce Management ^

    Supervisor Features

    • Listen, Assist, Agent activation
    • Real-time performance views
    • Historical Metrics and Reports
    • iPad App

    Integration

    • 3rd Party REST APIs
    • Unified Communications Platform
    • Packaged CRM Integrations *
    • PureCloud Public REST API

    Omnichannel Interaction Management

    • Web Agent Desktop
    • Voice
    • Wrap up codes
    • Speech Enabled IVR
    • Web, Chat, Email
    • Response Management
    • Call Back
    • Social Channel Management

    Outbound Campaigns

    • Preview, Progressive
    • Campaign Management
    • Compliance
    • Graphical Scripting
    • Script Designer
    • Agentless, Power, Predictive
    • Inbound/Outbound Blending

    Workforce Optimization

    • Voice recording
    • Quality Evaluations
    • Omni Channel Recording
    • Workforce Management

    Supervisor Features

    • Listen, Assist, Agent activation
    • Real-time performance views
    • Historical Metrics and Reports
    • iPad App

    Integration

    • 3rd Party REST APIs
    • Unified Communications Platform
    • Packaged CRM Integrations *
    • PureCloud Public REST API