Genesys
Genesys Cloud
Genesys is one of the world’s leading contact centre software platforms. At Survey Dynamix, we’ve created an intuitive, web-based software solution that integrates seamlessly with Genesys to give you the ability to develop and conduct highly flexible and customised surveys.
Real-time, actionable customer insights allow you to build a better customer journey and create more satisfied customers, leading to more engagement with your company, increased customer retention, and repeat business.
Visit Survey Dynamix on the Genesys Cloud AppFoundry.
React to customer feedback in real-time
Survey Dynamix and Genesys integration capabilities
Fully automated surveys
Survey Dynamix automatically captures customer feedback after conversations are handled in Genesys Cloud. Whether the customer stays on the line to be automatically transferred to a Voice IVR survey or they receive one of the many other supported survey types, the choice is yours.
Higher response and completion rates
Surveys delivered via tailored methods have a higher open and read rate, and personalised survey questions have a higher response rate leading to more data for your organisation.
Instant alerts
Survey responses are automatically reviewed and notifications can be immediately sent to users within Genesys Cloud for ease of access and action.
Real-time survey results
View real-time survey results from within Genesys using Survey Dynamix’ embedded dashboard app, customisable sidebar reports and wallboard views.
Streamlined single sign-on
Access Survey Dynamix directly within Genesys Cloud via our embedded dashboard and view survey results immediately without having to worry about separate login screens. Dashboard is tailored to the logged in user.
Works with your agents
Agents, supervisors and managers each have their own dashboard view tailored to their role, allowing them to see individual and aggregated survey results, as appropriate, and monitor their performance and teams.
Actionable feedback data
Seamless integration lets you access and understand the context of customer feedback and receive that feedback in real-time while simply working within Genesys Cloud.
Personalisation and contextualisation
Survey Dynamix automatically retrieves attributes of the Genesys Cloud conversation such as Agent, Queue, Wrap up, Product, Customer Type, Customer Value, Call Duration (and many many more) enabling surveys to be automatically personalised to the customer and tailored to the specifics of their customer service interaction
Automatic external actions
Surveys can use responses and conversation data from Genesys Cloud to automatically trigger actions such as notifying users of important feedback via Slack or Microsoft Teams or raising a service request in a CRM.
Automatic Genesys Cloud actions
Utilise the capability of Genesys Cloud to action customer feedback automatically. For example notify a group of users via chat or escalate the feedback via email routing or outbound campaigns for actioning.
Smarter future routing decisions
Access previous customer feedback to make future routing decisions. For example if a customer has previously left negative feedback, route them to a VIP queue on their next call.
Survey Dynamix and Genesys integration benefits
- Increases the response and completion rates
- Enhances your core product or service
- Enables exceptional customer experiences
- Promotes timely resolution of customer feedback
- Reduces customer churn
- Provides damage control opportunities
- Identifies process improvements
- Identifies staff training opportunities
- Promotes accountability at all levels
- Increases positive word of mouth
- Enables better strategic decisions
- Accelerates staff and organisational improvements
Genesys Cloud - multi-channel contact centre
Offering your customers a single channel for contacting your business is no longer good enough. With Genesys Cloud your customers can contact you via a range of channels such as Voice, Email, Chat and Social Media. Survey Dynamix enables you to choose the most appropriate way to ask for feedback after conversations on these channels.
After a web chat you may ask for feedback through the same chat widget, via email or SMS. After a phone call you may have the customer stay on the line to provide feedback or you may send them a survey via SMS. The flexibility is yours with Survey Dynamix and Genesys Cloud.
Survey Dynamix can automatically collect customer feedback after conversations over the following Genesys Cloud channels:
- Inbound or Outbound Voice
- Messaging - SMS, Line, Whatsapp etc
- Web Chat
- Social - Facebook, Twitter
- Self-service Voice IVR
Real Time Updates
Our software’s dashboard is continuously updated in real-time to give you the information you need from your customers’ feedback. This information is dynamically routed back into your contact centre software via custom chat notifications that can be accessed anywhere via any device.
Your team members can review their performance, initiate actions and reconnect with customers quickly and seamlessly, whether they’re working from home or your primary contact centre.
Benefits of Survey Dynamix
- Enhances your core product or service
- Enables exceptional customer experiences
- Promotes timely resolution of customer feedback
- Reduces customer churn
- Provides damage control opportunities
- Increases positive word of mouth
- Enables better strategic decisions
- Accelerates productivity
Drive Up Customer Satisfaction with Survey Dynamix and
Genesys Cloud!
We’ve enhanced the customer feedback process. Wondering how Survey Dynamix can improve your contact centre? Book a free demo or get in touch with our team.
A free no-obligation demonstration of our powerful software and how it works with your business.