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Why Genesys

Organisations of all types can quickly and easily deliver seamless omnichannel customer journeys and build lasting relationships.

What we do

Today, contact centres need to handle much more than phone calls. Customers also want support on your website, social media channels or app. A simple phone system won’t cut it anymore. You need to be ready to respond in real time on your customers’ channels of choice.

For that, you need cloud-based contact centre software with all the essentials built in. This includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimisation, analytics and easy ways to connect your other business systems.

Genesys has you covered for all the ways you want to connect with customers through the power of cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while improving employee experiences.

Founded in 1990, Genesys has over 11,000 customers across more than 100 countries and is recognised by analysts and our customers as an industry leader for both cloud and on-premise customer experience technology. Genesys remains focused on delivering value to our customers through innovations that deliver the best business outcomes.

Product Features and Capabilities

Contact Centre Software

Seamlessly consolidate contact centre and business communications in the all-in-one platform.

Unified Communications

Unite your team and create a more effective workforce. Give teams access to communication channels from a single application, on any device.

IVR

Drive better customer experiences while making your business more profitable, versatile and scalable with an intuitive automated IVR system.

Service Automation

Use self-service and automation for better customer experience across channels. And lower your costs.

Predictive Web Engagement

Know who’s visiting your website and why. Then automatically direct them to the next best step.

Reporting & Analytics

Get a complete view of your call centre activities. Let data inform decisions and drive customer experience.

Integrations & Apps

Connect business-critical systems or add new tools and functionality to your call centre software.

Workforce Engagement

Attract, nurture and retain the best agents for your call centre. Give all the tools agents need to be effective in a single platform.

Artificial Intelligence

Today’s call centre doesn’t need to be a cost centre. With Genesys AI, deliver customer and employee experiences effectively, efficiently — and profitably.

All Capabilities

Choose a dedicated partner that works with you before, during and after your deployment.

The right cloud contact centre software designed for trust, transparency and security that makes providing a great customer experience easy, from call centre basics to the latest CX innovations. It lets you customise your call centre with apps and integrations without bothering IT.

Trust and Security

Build your contact centre on a scalable cloud platform you can trust.

We’ve spent years refining and testing our development philosophy and cloud-based architecture. So you get a customer experience platform that’s battle-tested, validated and fully secure.

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Innovation

Innovation without limitation. Our seasonal market launches showcase what’s new with Genesys solutions.

Each market launch highlights the best of what’s new for our products, strategy and vision. Plus, you get a sneak peek of upcoming innovations, so you know what to look forward to soon.

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Integrations

A curated selection of integrations and applications to help create great customer experiences.

Browse AppFoundry to discover, research and connect with a broad range of customer service applications, integrations and services that address your unique needs.

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Sustainability

We strive to embed sustainability deeply into everything we do.

Inspired by empathy and driven by innovation, we know that building a more sustainable future is the only way forward. See how Genesys is making a difference internally, socially and environmentally.

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Our Recognition

Choose the CX platform built with the future in mind

See why analysts and users agree – Genesys Cloud is a leading contact centre platform.

Get the analyst reports

Office Locations

Genesys has employees in over 100 countries across six continents, so you can find us nearby. We also have a network of partners spread across the globe.

Find a local office Find a partner

Genesys is trusted by over 11,000 companies around the world

We added new messages to our IVR system in just a couple of minutes, which is almost unheard of in our industry. And we did this without relying on IT experts.

— Ian Roberts, Operations Leader, Quicken Customer Care

With Genesys and Google Contact Centre AI, we found that we could use technology, like text-to-speech and automated speech recognition, to deliver new content faster.

— K. Santhiphap Phoemmongkhonsap, Senior Director, Cloud and Digital, TOT Public Company Limited

We’ve seen great improvements in our survey ratings, customers feel more valued at the end of the call, which is a major contributor to raising our overall Net Promoter Score.

— Paula Mullan, Senior Manager Contact Centre Transformation, Westpac NZ

View more customer stories

Contact Us

Ask about contact centres, customer experience, AI, migration paths or anything else we do.

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Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.