Welcome to our Feature Deep Dive
Genesys Cloud offers far more than most contact centres realise. Discover five powerful yet under-utilised features that can significantly boost performance, efficiency and ROI.
5 Overlooked Genesys Cloud Features that Drive ROI
Genesys Cloud is one of the most powerful CX platforms on the market – scalable, intelligent, and designed for continuous innovation. But even the most capable tools can be underused. At Straticom, we often find that contact centres are only scratching the surface of what Genesys Cloud can really do.
Here are five features that are frequently overlooked – and how they can make a major difference to your performance and ROI.
Speech and Text Analytics: Turn Conversations into Insight
With Speech and Text Analytics, Genesys Cloud automatically analyses voice and digital conversations to identify patterns, sentiment, and emerging themes. Instead of manually reviewing calls, you gain insights. AI-powered insights into what your customers are saying – and how they are feeling.
Use it to:
- Detect frustration early and reduce churn
- Identify trending issues before they escalate
- Surface coaching opportunities for agents
- Refine scripts and service processes based on real data.
When you can see (and hear) what’s really happening in your contact centre, you can act faster and smarter.
Pro Tip: Combine analytics insights with custom dashboards for a live view of performance across every channel.
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Quality Management & Coaching: Move Beyond Scorecards
Traditional quality assurance often relies on manual sampling and subjective evaluations. Genesys Cloud takes this to the next level.
Its Quality Management & Coaching features use AI-driven evaluations to assess 100% of interactions — not just a handful. This means every agent gets fair, data-backed feedback and leaders get a complete view of performance.
You can also:
- Set custom KPIs aligned to business goals
- Automate coaching workflows
- Deliver targeted, in-platform training sessions
The result? Continuous improvement that’s measurable, consistent, and scalable.
Why it matters: When agents feel supported with actionable insights, performance and morale rise together.
Predictive Routing: Match Every Customer to the Right Agent
Every interaction is a chance to build trust — but not every agent is the right fit for every customer.
Predictive Routing uses AI to analyse historical performance, sentiment, and agent skill profiles, then matches each customer to the best available agent in real time.
It’s not just about speed — it’s about precision. By connecting customers with the agent most likely to resolve their issue quickly and empathetically, you improve:
- First-contact resolution (FCR)
- Average handle time (AHT)
- Customer satisfaction (CSAT)
Think of it as matchmaking for CX. The right connection leads to better outcomes — every time.
Workforce Management (WFM): Make Agility Your Advantage
Contact centres thrive on balance — too many agents, and costs rise; too few, and customer satisfaction drops.
Genesys Cloud’s Workforce Management capabilities bring AI precision to this equation. They help you forecast demand accurately, automate scheduling, and adapt in real time when things change — whether it’s a surge in call volume or unexpected absenteeism.
With smart WFM, you can:
- Maintain optimal staffing levels
- Reduce overtime and idle time
- Improve agent engagement with flexible scheduling
When your workforce runs smoothly, your customers feel it.
Why it matters: Efficient teams deliver better experiences — and better margins.
Integrations & APIs: Build a Platform That Fits You
One of the most powerful aspects of Genesys Cloud is its open architecture. Through APIs and integrations, you can connect your CX platform to virtually any system — from CRM and ERP to analytics and reporting tools.
This flexibility lets you create custom workflows that match your business processes, not the other way around.
At Straticom, we help clients extend Genesys Cloud’s capabilities with:
- Custom-built dashboards and data visualisations
- CRM integrations for unified customer views
- Automated workflows that reduce manual effort
- Secure, scalable connections across systems
Bottom line: The more connected your ecosystem, the greater your efficiency, accuracy, and customer insight.
Unlocking Full Value with Straticom
Each of these features — on its own — delivers measurable impact. But together, they transform how your contact centre operates.
Straticom helps businesses unlock the full power of Genesys Cloud through implementation, optimisation, and managed services, ensuring every feature is leveraged for maximum ROI.
If you’re ready to go beyond the basics, we’ll show you just how much more your platform can do.
