What must an agent have to use Genesys Cloud CX effectively during a call?

To effectively use Genesys Cloud CX during a call, having access to a script is essential for agents. Scripts provide structured guidance to ensure agents handle conversations consistently and efficiently, which is particularly important in maintaining the quality of customer interactions. Access to a well-defined script helps agents manage various customer scenarios, address inquiries accurately, and promote adherence to company policies during the call.

While a headset and customer database access can enhance the workflow and facilitate better communication and service, they are not strictly required for utilizing the core functionalities of Genesys Cloud CX. Therefore, access to a script stands out as a critical component for guiding agents throughout their interactions, allowing them to perform their roles effectively in real-time.