Pointillist
Measure, monitor, and orchestrate customer journeys to optimize CX and improve digital containment.
Executive Summary
Pointillist by Genesys is a customer journey orchestration and analytics platform designed to help organizations understand, manage, and optimize their customer experiences. It enables businesses to measure, monitor, and orchestrate customer journeys across various touchpoints and channels, facilitating collaboration among distributed teams that often work across organizational silos. The platform provides deep insights into customer behavior, identifies friction points, and helps in optimizing contact center performance and overall customer satisfaction. Pointillist aims to enhance CX by allowing users to predict customer needs and automate personalized interactions, ultimately leading to improved digital containment and more effective customer journey management.
Use Cases
- Optimize customer experience (CX)
- Improve digital containment
- Orchestrate customer journeys across organizational silos
- Enhance contact center experience and performance
- Manage customer interactions effectively
Features
Visibility
- Customer Journey Mapping: Visualize and map end-to-end customer journeys across all touchpoints and channels.
- Real-time Journey Monitoring: Monitor customer progress and behavior in real-time to identify issues and opportunities.
Intelligence
- Journey Analytics: Analyze customer behavior, identify friction points, and understand the impact of interactions on CX.
- Predictive Journey Orchestration: Use data-driven insights to predict customer needs and orchestrate personalized next-best actions.
Support
- Learning Subscriptions: Access to training content and certifications for users to master the platform.
- Community Support: Collaborate with other users and get assistance through the Pointillist Community.
Technical Specifications
- Architecture
- Cloud-native, microservices-based architecture leveraging the Genesys Cloud platform for scalability and integration.
- Deployment
- SaaS
- Authentication
- OAuth/OIDC, SSO/SAML
- API Available
- Yes
Infrastructure
- AWS
- Azure
- GCP
Integrations
- Salesforce
- Gmail
Security & Compliance
Certifications: PCI-DSS, ISO 27001, SOC 2 Type 2
Pricing
- Starting Price
- Contact sales
- Target Customer
- Mid-Market,Enterprise
About Genesys Cloud CX
Genesys is an American software company that sells customer experience (CX) and call center technology to mid-sized and large businesses. It offers both cloud-based and hybrid cloud software, empowering over 8,000 organizations worldwide to create exceptional customer and employee experiences through its AI-powered experience orchestration platform.