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.
Self Service (IVR)
Skills-based Routing with Proficiencies
Email and Chat
Predictive, Progressive and Preview Dialing
Proactive Notifications and Surveys
Web and Social Engagement
Speech, Text and Social Analytics
Work Item Routing