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The Next Generation of the Customer Experience Platform Delivers Omnichannel Customer Engagement

Omnichannel customer engagement combines multimodality, orchestration, and journey management to provide a great customer experience, with compelling business outcomes, and leading companies are embracing it for competitive advantage. 

Organizations that design, orchestrate, monitor and tune end-to-end omnichannel customer journeys outperform those who manage the journey piece parts in business silos; customers feel more valued and engaged while your organization benefits from better efficiencies.  As customer satisfaction increases, so will customer loyalty and, ultimately, your top and bottom line business performance.

To design and orchestrate omnichannel customer journeys, you need more customer context to personalize the journey across all touchpoints, voice and digital, in marketing, sales and service and all channels. By monitoring and tuning customer journeys, your business can anticipate customer needs, personalize interactions and provide proactive information to head-off inbound calls and streamline the customer experience.

One Customer Experience Platform for all Touchpoints

Customer Experience Platform Delivers Omnichannel CX.

The Genesys Customer Experience Platform ensures that the experience you deliver aligns with the expectations of your customer - and is journey appropriate. By more effectively matching the workload and the required staffing levels for each customer journey, you can deliver consistent service levels over all touchpoints, channels and interactions throughout your call center or contact center and back office.

Genesys analytics tools help you gain superior business insights that are actionable. Based on real-time and historical data, Genesys helps you manage and refine your sales, service and marketing strategies to better achieve business objectives.

The Genesys Customer Experience Platform is available from the cloud or through on-premises implementations - in your own data centers or private cloud.

Pick the edition that fits the needs of your organization and customer experience requirements.

Whether your goal is to modernize your Contact Center, increase workforce efficiency and quality, or orchestrate optimal omnichannel customer journeys, Genesys offers an open and scalable platform that efficiently fits into existing enterprise architecture, integrates with CRM systems, and reduces total cost of ownership.

Omnichannel

Carry context across touchpoints, channels and interactions to deliver optimal customer experience and journeys.

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SIP Communications

Modernize and future-proof the Contact Center with SIP communications – leveraging the convergence of voice and data networks for telephony services and the widespread adoption of digital (non-voice) channels.

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Integration

Upgrade or add new Contact Center functionality that integrates with your existing applications and platforms, maximizing the value of your existing investments.

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Genesys Routing

Optimally route customer interactions and work items to improve the customer experience for the entire end-to-end customer journey across multiple touchpointss and channels and to enhance business productivity and efficiency.

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Interactive Voice Response

Deliver a dynamic and optimized customer experience for your self-service or agent-assisted service channels, using an interactive voice response portal for voice, video, and web-based interactions.

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Proactive Communications

Transform customer experience from reactive to proactive and watch customer satisfaction and loyalty soar as costs shrink. Anticipate customer needs, eliminate future, costly customer interactions, and improve revenue with targeted outbound campaigns that support both self-service and live-agent interactions.

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Workforce Optimization

Continuously improve the performance and quality of your workforce with ongoing analytics, coaching, surveys, and more.

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Desktop

Efficiently improve the customer experience by supporting multiple channels in a single agent workspace, eliminating the need for cumbersome, disconnected desktop applications.

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Application Design

Reduce development timelines and rapidly deploy self-service applications within your business, allowing powerful interaction steering and personalization capabilities for dynamic interaction flows.

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Reporting & Analytics

Report and analyze agent performance to better meet your SLAs.

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Management

Simply deploy, configure, provision and monitor your Genesys Customer Experience Platform – whether in the cloud, on-premises, or as a hybrid – with powerful, centralized administration that offers local and remote operational control.

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