Coveo for Genesys Cloud empowers agents with AI-powered search, recommendations, and generative answering directly in their workspace to reduce effort and speed resolution. By unifying enterprise-wide content without migration, it ensures agents access only relevant knowledge, improving first contact resolution and customer satisfaction. Features include secure generative answering, purpose-built AI models, and analytics to enhance content. Proven results show an 11.25% reduction in average handle time, 34% fewer case escalations, and a 37% reduction in cost-to-serve. With enterprise-grade security, unified personalization, and scalability, it maximizes Genesys investments and transforms the agent experience.

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