Genesys Customer Experience Insight (CX Insight)

CX Insight — the platform allowing to browse and analyze data from Genesys PureConnect using interactive desktops. With help CX Insight it is possible to analyze a context and data on all channels, providing their integration. The solution allows to create ready visualization and reports, to give to business users an opportunity of the independent choice and setup, to add data from external sources.

"Because of surplus of the data arriving from the isolated channels and a set of reporting systems, the companies often have no general vision, are not able to estimate channels of self-service, inefficiently use resources and spend too much — Morozov Vyacheslav, the director of business development of Genesys in Russia and the CIS notes. — The analytics of interactions helps the companies to make reasoned decisions which improve customer service quality, increase employee performance and the organizations, help to create individual offers for clients and to provide unique client experience".

According to the Global benchmarking research of contact centers in Russia and the countries of the region (2018/2019)^[1], only 2% of the companies analyze data in real time in all canals and points of interaction. At the same time 63% of respondents have no complete idea of cost value of contacts on digital channels with support by operators.

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