Which feature is used in Genesys Cloud CX to set up prompts for incoming customer calls?

The feature used in Genesys Cloud CX to set up prompts for incoming customer calls is Architect. This tool is designed to create and manage call flows, including the prompts that guide customer interactions. By utilizing Architect, users can design comprehensive voice applications, configure menu options, record voice prompts, and establish the overall flow of calls based on customer input.

Architect enables organizations to enhance customer experience by providing clear and relevant prompts that assist callers in navigating their inquiries efficiently. With its visual interface, users can easily lay out the steps in a call or interaction process, ensuring that customers are directed to the appropriate resources and information they need.

The other options, while important in their respective areas, do not specifically focus on setting up prompts for incoming calls. Workforce Management pertains to scheduling and managing staff, Scripts relate to guiding agent interactions rather than initial customer prompts, and Quality Management deals with evaluating and improving the performance of contact center interactions. Thus, the primary tool for configuring incoming call prompts remains Architect.