Real Results for Genesys Cloud Teams
Customer interactions leave little room for uncertainty. When agents aren't sure which process applies, what step comes next, or how to handle rare or high-risk scenarios, mistakes happen quickly — inconsistent responses, missed compliance steps, and unnecessary escalations.
Process Shepherd removes that uncertainty. As agents handle calls, chats, or emails in Genesys Cloud, they're guided step by step through the correct workflow. Genesys Cloud manages interactions. Process Shepherd provides the execution layer that ensures every interaction follows the right process — structured, repeatable, and scalable.
Reduction in Onboarding Time
Faster Ramp-Up to Full Productivity
Reduction in Average Handling Time
Native Genesys Cloud Interaction Widget — Building Workflows Without Code
Process Shepherd embeds directly into Genesys Cloud as a native Interaction Widget, appearing alongside live customer interactions. Using Genesys Cloud's Interaction Pop capability, the system analyzes real-time context — such as interaction type and routing queue — and automatically presents the most relevant workflow or script for that situation. Agents no longer need to search for procedures or guess which guide applies.
An automated installation wizard provisions required roles, groups, OAuth clients, and the interaction widget, ensuring a clean setup that aligns with your Genesys Cloud environment.
Create decision trees and agent scripts using a drag-and-drop interface designed for non-technical teams. When processes change, update the workflow once and every agent follows the new guidance immediately across all interactions.
Connect Processes to Live Interaction Data. Instant, Context-Aware Guidance.
Agents don't have time to search documentation mid-interaction. Process Shepherd delivers step-by-step guidance inside the interaction, adapting dynamically based on customer responses and real-time data. Built-in knowledge management provides inline documentation, and updates to knowledge articles are reflected automatically in the workflows.
Process Shepherd workflows don't operate in isolation. Each guided session responds to live Genesys Cloud context and can include automated CRM activities, such as checking account states or recording interaction outcomes. This reduces manual steps, minimizes errors, and ensures processes are executed exactly as designed.
Nightly synchronization keeps Genesys Cloud users and groups aligned, ensuring permissions and organizational structures stay accurate as teams evolve.
Continuous, Data-Driven Support
Every guided session is linked to a Genesys Cloud Interaction ID, enabling detailed reporting on how workflows perform in real customer interactions. Track completion rates, identify friction points, and understand where agents need additional support. Export reporting to tools like PowerBI to continuously refine processes and improve outcomes based on real usage — not assumptions.
When agents are guided through every interaction, performance improves without increasing pressure. Agents feel confident instead of exposed. Supervisors gain consistency instead of variability. Customers receive more accurate, reliable service.
Process Shepherd turns Genesys Cloud into more than an interaction platform — it becomes a structured, repeatable execution system that scales with your contact centre.
Ready to See It in Action?
Schedule a demo to see how real-time decision trees and agent scripting work inside Genesys Cloud.
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