Artificial Solutions

Teneo's integration is now available with Genesys Cloud CX™, an all-in-one composable solution that helps organizations offer frictionless and connected customer and employee experiences.

As a modern, API-first experience orchestration platform, Genesys Cloud CX enables organizations to coordinate every interaction and touchpoint through a full suite of omnichannel options, built-in employee experience, turnkey AI and end-to-end journey optimization.

The plug-in, called OpenQuestion allows organizations to replace traditional phone touch pad based menus with natural language-based routing and automation.

Built on the award-winning SaaS-platform Teneo, the solution supports 86 languages and dialects and seamlessly integrates with the Genesys Cloud CX ecosystem.

With AppFoundry, Teneo enables Genesys' customers to integrate conversational automated support to existing products.

Teneo serves as a frontend for Genesys Cloud CX, allowing callers to engage with a virtual assistant that accurately routes the user to the relevant queue.

OpenQuestion's out-of-the-box Conversational IVR solution offers:

• Pre-built flows for direct routing and conversational clarification when users don't provide sufficient information
• FAQ and common situation handling such as empty inputs, nonsense, user-requested repetition and very long inputs
• Callback functionality, sentiment analysis and summarization before handover to the agent
• Impacts key contact center KPIs by increasing NPS and automation while reducing misroutes, redials and transfers between agents.

OpenQuestion also expands Genesys Cloud CX with ChatGPT features through the Teneo GPT connector.

As Premium AppFoundry partners, both companies continue will work on joint go-to-market activities to enhancing CX experiences for existing and future Genesys customers.

Mykola Sochynskyi, Global Partner Manager of Artificial Solutions, said.

"We're thrilled to collaborate with Genesys to innovate the IVR experience for call center owners worldwide. Combining Genesys' expertise in customer experience orchestration with Artificial Solutions' 20+ years of Conversational AI experience has created a powerful market proposition, delivering even greater value to our joint customers."

The partnership has already achieved success in the telecommunications sector, with leading telco brands Telefónica and Swisscom, developing solutions using the new integration, resulting in increased efficiencies across their call centers. To learn more on how OpenQuestion can improve NPS, increase automation and reduce redials in a Genesys Cloud implementation, please visit this learning hub.

To learn more about the specific features and benefits of OpenQuestion and Teneo visit the AppFoundry listing.