Genesys Cloud - Premier Edition : CX Builder

CX Builder is a unique point-and-click tool that allows users to build, deploy, and manage inbound IVR scripts for voice, SMS, chat, mobile, and Business Intelligence (BI) applications.

Find information for CX Builder

CX Builder Release Note

Review new features, corrections, and limitations.

CX Builder Help

Learn how to use the information found in CX Builder.

VCC Release Note

Review new features, corrections, and limitations of Virtual Contact Center.

CX Analytics Documentation

Learn how to use CX Analytics.

VCC Solution Guide

Learn more about the Virtual Contact Center Solution.

Premier OEM Release Note

For OEMs only: review new features, corrections, and limitations specific to OEM implementations.

CX Builder/CX Analytics eLearning Course Links

CX Builder – Basics

• CX Builder – Basics
• Create a Call Transfer Page
• Create a Message Page
• Create a Question Page
• Create a Schedule Page
• Create an SMS Page
• Create a Voicemail Page

CX Builder – Advanced

• Create an ACD Page
• Create a Data Page
• Create a Logic Page
• Create a Transaction Page

CX Analytics – Basics

CX Analytics – Basics

Additional Information

Additional information on Genesys is available on our Customer Care website.

The following documentation also contains information about this solution:

• The CX Builder Help provides information on how to use CX Builder.

• The VCC Dashboard Help provides information on how to use VCC Dashboard.

• The VCC Agent Desktop Help provides information on how to use VCC Agent Desktop.

• The CX Analytics Help provides details on how to use the information found in CX Analytics' VCC historical reports.

• The VCC Solution Guide provides an overview of Virtual Contact Center (VCC) and is intended for use by administrators, supervisors, and agents. The topics in this Guide also describe the product functionality and the user interfaces, such as user accounts, routing, outbound campaigns, call recording, data recording, and historical reporting.

• The VCC CTI Adapter for Salesforce Help provides information on how to use VCC CTI Adapter for Salesforce.

• The VCC CTI Adapter for Zendesk Help provides information on how to use VCC CTI Adapter for Zendesk.

• The VCC CTI Adapter for NetSuite Help provides information on how to use VCC CTI Adapter for NetSuite.

Contacting Genesys Customer Care for the Cloud

Genesys Customer Care Case Management Portal

Open and manage your cases by logging into the Customer Care portal.

Note: You might have a unique portal that can be used to access Customer Care.

For instructions on using the Case Management Tool, refer to Section 7: Case Management Process.

Cloud Contact Phone Numbers

Need additional assistance with using your Genesys Cloud solution? We’re happy to help. Just contact us using one of the phone numbers listed on the following page: Cloud Contact Phone Numbers.