Back

Editions

Delivering Differentiated Omnichannel Customer Experience for Organizations of Any Size

The award-winning Genesys Customer Experience Platform serves as a comprehensive system of engagement where random journeys are redesigned, orchestrated, monitored and tuned to provide efficient engagements for your company, and low-effort satisfying engagements for your customers.

The Customer Experience Platform enables enterprises to fully orchestrate and monitor multimodal omnichannel journeys and interactions that are personalized for every customer. The next generation of contact center solutions goes beyond single touchpoints to include all channels and interactions, including web, mobile, social, and voice – as well as unifying traditional business silos in marketing, sales, the front office and back office. You can meet customers where they are on their journey instead of managing interactions in random and inefficient ways.

Genesys offers three platform editions to address the modernization and growth needs of Contact Centers from 1 to 100,000+ seats. Based on your size and needs, choose Premier Edition for smaller Contact Centers, Business Edition for mid-sized Contact Centers, and Enterprise Edition for larger Contact Centers. Each edition offers a unique set of capabilities and is available in different deployment models – cloud, hybrid and on-premises - to help you differentiate and personalize customer service and support.

 
 
 
 

Omnichannel Desktop

 
 
 
 

Self Service (IVR)

 
 
 
 

Skills-based Routing with Proficiencies

 
 
 
 

Email and Chat

 
 
 
 

Predictive, Progressive and Preview Dialing

 
 
 
 

Proactive Notifications and Surveys

 
 
 
 

Call Recording

 
 
 
 

Workforce Planning

 
 
 
 

Co-Browse

 
 
 
 

Web and Social Engagement

 
 
 
 

Contextual Routing

 
 
 
 

Quality Management

 
 
 
 

Speech, Text and Social Analytics

 
 
 
 

Mobile Engagement

 
 
 
 

Work Item Routing