Genesys intelligent Customer Front Door™ (iCFD™)

The Genesys intelligent Customer Front Door™ (iCFD™) integrates self-service with customer data and business logic to create a more personalized customer experience.  It not only provides a branded greeting for each caller, but also gathers the caller’s intentions, adds contextual information about the caller’s profile and history, determines the most appropriate next step ― self- or assisted service ― and then routes them to the most suitable resource to effectively resolve the interaction.

By blending intelligent routing, integrated self-service, agent-assisted service, targeted marketing, callback, and proactive contact, the iCFD solution optimizes customer service, increases agent productivity, and increases customer loyalty and retention.