Integration Genesys Multicloud CX by API

Genesys Multicloud CX is an omnichannel CRM platform that provides a range of tools for effective user interaction, employee productivity and business process optimization. It is a combination of voice and text communication methods, work task automation and self-service services. The basic platform options are easily extended through ready-made integrations with external systems (Salesforce, Microsoft Dynamics 365, ServiceNow or programmable links with any software via the REST API. The Genesys Multicloud CX interface includes extensive functionality for online communication with customers via instant messengers (WhatsApp, Facebook Messenger, Apple Messages for Business).Also, here you can quickly communicate and interact with the audience through online chat and email, this module supports categorization, routing and prioritization options.As for user self-service options, the Genesys Multicloud CX interface for these purposes is available modules for developing chat bots and voice bots (voice bots), as well as an interactive voice menu (IVR).Special mention should be made of the callback function, virtual agent groups and work item routing. Genesys Multicloud CX provides tools for launching and managing Internet marketing campaigns through communication channels such as voice calls, SMS and email newsletters. Omnichannel proactive notifications and AI-enabled bots are also available here. An equally important part of the service is the security and data protection module, which includes encryption, logical isolation and multi-factor authentication methods.