Journey Management overview

AI-generated summary

Genesys Cloud's Journey Management provides unified capabilities to aggregate customer journey and interaction data across channels and systems, enabling organizations to uncover behavioral insights and optimize orchestrated journeys through the Genesys Event Data Platform (EDP). The platform automatically consolidates event data from all accessible touchpoints into a consistent, unified dataset, eliminating manual data transformation and providing immediate access to digital, voice, and AI interaction data at interaction, conversation, agent, queue, and customer journey levels. Core functionality includes no-code analytics for visualizing customer behavior at scale, unified customer profile building through identity resolution using native and custom identifiers, and journey health monitoring with diagnostic capabilities. The platform enables data-driven optimization of voice and digital flows within Architect, knowledge base refinement, intent model improvement, and agent assistance through comprehensive metric tracking. Funnel analysis measures step-by-step conversion metrics to diagnose performance challenges and identify friction points from the customer perspective. Predictive routing analyzes behavior patterns to match customers with optimal agents and predicts customer actions such as purchasing decisions, churn rates, and shopping cart abandonment. Agent Copilot enhances employee effectiveness through knowledge surfacing, conversation transcription, custom scripts, interaction summaries, and wrap-up code suggestions. The platform tracks knowledge base performance metrics across voice and digital bot flows, enabling content refinement and utterance health evaluation. Access requires one of the licenses: Genesys Cloud CX 1, CX 2, CX 2 Digital, CX 3, CX 3 Digital with the Journey Management add-on, or CX 4. Users must hold Journey Management Creator, Editor, or Viewer roles with appropriate permissions for Journey > View, Export, and Results > Create functionality. Journey Management Analysis Samples and customizable templates in the AppFoundry enable rapid deployment of customer behavior analysis, supporting alignment of journey outcomes with key business operating KPIs and enabling consistent, data-driven decision-making across the organization

PrerequisitesClick to expand

One of the following licences:
- Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital with the Journey Management add on
- Genesys Cloud CX 4
Journey Management Creator, Editor or Viewer role.
Journey > ViewExportResults - Create permission
Only users with the appropriate permissions can create, edit, and view journeys in Journey Management.

Use , , an add-on to Genesys Cloud CX, to help you understand customer journeys in your organization. Use this feature to gain insight into both digital and voice interactions, understand and optimize customer journeys, and align journey outcomes with key business operating KPIs. Analyzing the end-to-end journey from the customer perspective helps you understand customer behaviors that were previously invisible.

Key benefits

You can unify your customer journey and interaction data, uncover journey insights, and transform insights into an orchestrated journey.

Unify customer journey and interaction data

Automatically create a scalable, centralized, easily accessible source of customer time-series data, so that everyone in your organization can make consistent, customer journey-centric, data-driven decisions.

Aggregate your customer and event data across channels and systems: Automatically aggregate event data from Genesys Cloud to a consistent, unified data set. The Genesys Event Data Platform (EDP) eliminates the need to perform complex aggregations or transformations, so that you can quickly access and analyze your existing data. EDP gathers and makes data available from every accessible touchpoint.

Immediate access to and analysis of interaction data: The generated interaction data is immediately available and enables you to use analytics and data in Genesys Cloud to understand digital, voice-based, AI-enabled, human driven interactions across all channels at the interaction level, conversation level, by agent and queue and journeys at the customer level.

Uncover journey insights

No-code journey analytics enable analysts and business users to visualize, measure, and monitor customer behavior. This benefit allows you to understand the impact on business performance and take immediate action to optimize journey outcomes.

Discover how your designs work in real time: Visualize customer behavior at scale to determine success and pinpoint areas that need adjustment. Use Architect to design voice flows, IVRs, digital flows, and dynamic customer experiences. Journey flows in Architect use data-driven journey mapping to provide an interactive view of interaction patterns within a single channel.

Build a unified customer profile: Use identity resolution to unify all customer experience (CX) data via both native and custom identifiers. Integrate customer behavior data across multiple channels and sessions to gain a comprehensive and detailed view of each customer’s interactions with the organization.

Measure and monitor journey health at scale: Quantify the impact of customer behavior on CX, EX, and business performance metrics using customer journey analytics. Connect and analyze journeys across self-service and agent-supported channels, and uncover and prioritize improvement strategies. The Journey Management Analysis Samples in the AppFoundry can help you get started within a few minutes. Two journey analysis templates provide a customizable starting point for customer behavior analysis.

Pinpoint causes of journey success and failure: Diagnose the root causes of poor experiences and performance challenges. Funnel analysis can help you measure step-by-step conversion metrics.

Transform insights into orchestrated journeys

Understand customer interactions at scale, identify friction points, and enhance the effectiveness of deployed AI. Make informed data-driven decisions and implement changes that improve customer journeys.

Optimize existing journeys and test new designs: Use journey insights to prioritize enhancements that optimize the impact on your customers, employees, and overall business. Pinpoint inefficiencies in your voice flows, IVRs, or digital flows, and use Architect to redesign them and easily integrate all components for an enhanced customer experience. Track key metrics from customer sessions to monitor the performance of your knowledge base across voice and digital bot flows. Use these insights to update, refine, and personalize your content across all self-service channels. Evaluate the health of your configured utterances and refine your built-in intent models based on suggested improvements.

Maximize employee effectiveness: Use journey insights, combined with Genesys AI capabilities, to help your team improve the customer experience. Agent Copilot supports agents through such aspects of customer interactions as knowledge surfacing, conversation transcription, custom scripts form field completion, interactions summaries, and wrap-up codes suggestions.

Improve customer experiences: Optimize engagement based on each customer’s prior experiences. Use predictive routing to identify behavior patterns and predict customer actions such as purchasing decisions, churn rates, and shopping cart abandonment. Predictive routing matches customers with the best-suited agents by analyzing extensive data points to ensure optimal interactions.

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