Professional Service
Our people are your people
Our team offers an effective combination of broad customer service expertise and deep product knowledge to help you deliver a differentiated customer experience. From a strategic implementation to always-on service, we make sure you get the best value out of CX365
Unlock the full potential of Genesys Cloud
Multicloud environments with omnichannel capabilities are emerging as strategic platforms for driving innovation and delivering empathetic customer experience at scale in today’s highly crowded CX marketplace. Thousands of businesses worldwide look for that easy, all-in-one, multicloud contact center solution to deliver seamless customer experience, enterprise-grade communications, collaboration, and contact center management.
Why Genesys ?
Proven Expertise
Powers 25 billion of the world’s best customer experiences each year
Competitive edge
Over 11,000 companies in more than 100 countries trust the #1 customer experience platform to drive excellent business outcomes
Business Agility
Multicloud contact center solutions that provide flexibility at scale and put an end to proprietary systems and single-vendor lock-in
Flexible and Scalable
Customer satisfaction
More personalized CX, driven by predictive analytics and multichannel communication capabilities
Profitability ratio
Improved agent management and productivity due to multichannel, messaging, AI, analytics, and intelligent automation
Agent Assist
Agent Assist in contact center solutions delivers real-time AI-powered support during customer interactions. It offers intelligent suggestions, prompts, and direct access to relevant knowledge base articles based on the context of the conversation. This reduces response time, improves first-call resolution rates, and ensures agents are equipped with the information they need to handle queries efficiently and confidently.
Bots
Contact center solutions leverage advanced bots to automate responses to routine queries and common service requests. These AI-driven bots handle repetitive tasks such as FAQs, account information retrieval, and basic troubleshooting. By managing these simpler interactions, bots free up human agents to concentrate on more complex, high-value issues, thus improving overall productivity and customer satisfaction.
Dynamic IVR
Dynamic IVRs (Interactive Voice Response) in contact center solutions adapt in real time based on caller inputs and past interaction data. Instead of rigid menus, customers are guided through personalized call flows that reflect their preferences and history. This results in quicker resolutions, more relevant service options, and a more intuitive and frustration-free experience for callers.
Survey
Surveys are strategically designed to gather customer insights through post-interaction feedback forms. These structured questionnaires assess customer satisfaction, evaluate service quality, and identify opportunities for improvement. CX365 integrates surveys within communication channels to collect actionable feedback that helps improve agent performance and service strategies continuously.
Web Messaging
Web Messaging enables real-time communication between customers and support teams directly on your website. Visitors can initiate chat conversations to receive immediate assistance, which helps reduce wait times and abandonment. Seamless integration allows agents to maintain full chat history, ensuring context is preserved for follow-ups, while offering a smooth, on-brand customer experience.
Callback
The Callback feature empowers customers to request a return call at their preferred time, eliminating the frustration of long hold times. Once scheduled, the system ensures timely agent responses and maintains engagement by keeping the customer in the loop. This not only boosts satisfaction but also optimizes queue management and agent utilization during peak hours.
Integration API & CRM
CX365 supports robust API integrations that connect your contact center to CRM platforms and other enterprise systems. This real-time data exchange enhances the quality of customer interactions by delivering contextual insights to agents. It also streamlines internal processes by reducing data silos and enabling automation across platforms for improved service efficiency and consistency.
Email Screening
Email Screening in contact center solutions applies intelligent filtering rules to incoming emails. Based on predefined criteria such as keywords, sender details, and urgency, it routes emails to the appropriate agents or departments. This improves inbox organization, reduces response time, and ensures important customer queries are addressed promptly while minimizing distractions from irrelevant or spam messages.
Workforce Management
Workforce Management tools within CX365 help contact centers optimize their staffing through accurate forecasting, scheduling, and performance tracking. These tools ensure the right number of agents are available at all times, reducing both under and overstaffing. This leads to better customer service, lower operational costs, and improved employee satisfaction through balanced workloads and smarter shift planning.
FAQ's
CX (Customer Experience) Design is the strategic process of crafting seamless, engaging, and efficient customer interactions across all touchpoints. It focuses on understanding customer needs, optimizing journeys, and integrating technology to deliver personalized, frictionless experiences. A well-designed CX strategy ensures higher customer satisfaction, increased loyalty, and improved operational efficiency. CX365’s CX Design Services help enterprises map customer journeys, identify pain points, and implement AI-driven, omnichannel solutions to create exceptional and future-ready customer experiences.
Contact center consulting bridges the gap between technology, people, and processes to create a more efficient, responsive, and customer-centric contact center. CX365’s consulting services provide data-driven assessments, platform recommendations, and AI-powered automation strategies to optimize operations and improve customer interactions. Whether it's migrating to the cloud, integrating AI-driven self-service, or enhancing agent productivity, our expert consultants help businesses unlock new efficiencies, reduce costs, and elevate CX through tailored, vendor-agnostic solutions.
Technology is the backbone of modern contact centers, enabling businesses to deliver fast, personalized, and omnichannel customer experiences. AI-powered chatbots, intelligent IVRs, real-time analytics, and workforce management tools streamline operations while enhancing engagement. At CX365, we leverage cutting-edge solutions from leading providers including Cisco, Genesys, NICE, Verint, Amazon, Google, Microsoft, Nuance, etc., to implement AI-driven automation, predictive analytics, and seamless integrations, ensuring businesses stay ahead in delivering superior customer interactions.
CX365 specializes in end-to-end contact center transformation, helping enterprises modernize legacy systems, migrate to the cloud, and implement AI-driven automation. Our vendor-agnostic expertise ensures that businesses get the best-fit solution—whether it’s Cisco, Genesys, NICE, or Verint. From customer journey mapping and omnichannel integration to workforce optimization and advanced analytics, we provide tailored solutions that enhance efficiency, boost agent productivity, and drive superior CX.
Common challenges in contact center design include fragmented customer interactions, high operational costs, agent inefficiencies, and outdated technology. CX365 addresses these pain points by leveraging AI, automation, and omnichannel strategies to create a seamless, efficient, and customer-friendly contact center. Our approach focuses on eliminating silos, optimizing workflows, and enhancing self-service capabilities, ensuring businesses can reduce costs, improve CSAT scores, and drive long-term customer loyalty.
CX365’s CX Design Services stand out because of our deep industry expertise, vendor-agnostic approach, and commitment to innovation. Unlike one-size-fits-all solutions, we tailor every engagement to meet specific business objectives—ensuring a scalable, AI-powered, and cloud-ready CX strategy. Our extensive experience in implementing solutions like Cisco, Genesys, NICE, and Verint gives us unmatched expertise in designing, optimizing, and future-proofing customer interactions. With data-driven insights, cutting-edge technology, and strategic consulting, we empower businesses to deliver exceptional customer experiences at every touchpoint.
By focusing on key sectors like healthcare, BFSI, and retail, CX365 tailors solutions to specific industry needs. Our comprehensive managed services further differentiate us—helping businesses thrive by optimizing operations and enhancing workforce engagement.