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Unveiling the Genesys Cloud Integration for Enhanced Omnichannel Excellence

Aug 30, 2023
You can now connect your Genesys Cloud CX account with Klaus for a scaled, automated contact center quality assurance process driven by AI.
Genesys Cloud CX integration

Omnichannel support has become the cornerstone of modern customer service. 

As ambitious as omnichannel support is for enterprises who wish to be customer-centric, it is also a challenge. Maintaining consistency across channels when you have a sprawling customer base is no mean feat. 

Here to make it easier, we’re proud to unveil a new out-of-the-box integration with Genesys Cloud CX. There is now no reason that you cannot provide an exceptional omnichannel experience to any customer.

AI-Powered Quality Management

Connect your Genesys Cloud account with Klaus to:

  • Access a plug-and-play solution that scales with you
  • Establish an automated quality assurance process
  • Utilize AI-driven features like AutoQA, Spotlight, and Sentiment analysis

Maximizing efficiency while ensuring seamless customer experiences

Genesys Cloud stands as an industry leader, championing the transformation of support interactions into seamless, memorable journeys.

Paired with Klaus, enterprises can automate the quality management of contact centers, and smooth the customer journey across every interaction.

A screenshot showing AI-powered quality management features in Klaus.

By automatically pulling customer interactions from Genesys to Klaus, you’ll now be able to: 

  • Use AutoQA to achieve 100% coverage across agents, brands, BPOs and languages
  • Use AI to pinpoint problematic cases 
  • Close the quality management loop with automated processes
  • Reduce agent attrition with QA engagement and continuous feedback
  • Customizable surveys with AI to enrich customer feedback
  • Instantly gain access to performance KPIs & data analytics

Read more on how to set it up for your Klaus account >

About Genesys

Genesys Cloud CX is a leading all-in-one contact center solution, designed to unify customer and agent experiences across various communication channels, such as phone, emails, chats, social channels, and more. 

About Klaus

Klaus is a quality management solution that helps companies drive revenue through excellent customer service.

With Klaus, you can identify gaps in your customer experience before they become a problem. Use AI to pinpoint where agents are falling short and resources are going to waste – then fix what isn’t working. Automate quality management and achieve 100% coverage across agents, teams, BPOs, and languages. Create lifelong customers along the way.

It’s the only true plug & play QM solution, offering instant access to AI-powered insights. 

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