DATA TABLES
Spreadsheet-like, cloud-hosted storage structure in Genesys Cloud that acts as a lookup table for IVR flows and workflows.
QUEUES
Digital holding areas for customer interactions—voice, email, chat, or callbacks—waiting for agent assignment.
ANALYTICS
Comprehensive suite of data analysis, reporting, and AI-driven tools that provide real-time and historical insights into contact center performance and customer behavior.
OUTBOUND CAMPAIGN
Automated outbound engagement tools that manage voice calls, SMS, and emails by dialing contact lists, managing agent productivity, and filtering for compliance.
DEVELOPING
Customized customer experience solutions, third-party application integrations, and automated workflows using the Genesys Cloud CX platform’s RESTful APIs, SDKs, and developer tools.
SCREEN RECORDING
Secure interaction management tool that captures voice, screen, and digital interactions for compliance, quality assurance, and training.
USER PROVISIONING
Automated process of creating, updating, and deactivating user accounts, roles, and permissions in Genesys Cloud, primarily using SCIM APIs connected to identity providers like Azure Active Directory or Okta
WebRTC
Browser-based phone solution that enables agents to make and receive voice or video calls directly through their browser, eliminating the need for physical hardware or separate softphone software.
ROLES & PERMISSION
Role-Based Access Control (RBAC) to securely manage user access to features and data.
ARCHITECT
Web-based design tool used to create automated, omnichannel customer communication flows.
Allows the ability to build complex IVR menus, configure routing logic, and manage interactions for voice, email, chat, and messages.
TRUNKS
SIP-based connections (often called SIP trunks or telephony circuits) that link the CCaaS platform to external telephony carriers or private branch exchanges (PBXs).
WORKFORCE MANAGEMENT
Solution that optimizes contact center performance by using AI to forecast interaction volumes and create agent schedules. It ensures the right staff with the right skills are available, covering voice and digital channels to reduce over-staffing and improve agent engagement.