What’s New in Genesys Engage Cloud: Optimizing Email Flows to Deliver Superior CX
Genesys Engage cloud Email uses the same technology and user interface that powers the Genesys Engage intelligent Workload Distribution (iWD) product, which can provide amazing gains in efficiency and backlog management of work items. The new Genesys Engage cloud Email delivers:
Improvements in efficiency and processing times – Through workload management and the omnichannel desktop, which shows other interactions with the same customer in a threaded view. Automatic prioritization of large workloads — Reduces cherry-picking to ensure highest-priority emails are handled first and SLAs are met. Greater visibility into backlog — New dashboards with filtering and saved views give supervisors and admins real-time insights into email backlog. Self-service management for configuration and ongoing changes — Connect to your corporate email in just a few clicks, and give business users control to easily create and edit rules and prioritization schemas.
Full article: https://www.genesys.com/blog/post/whats-new-in-genesys-engage-cloud-optimizing-email-flows-to-deliver-superior-cx
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