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Genesys Premier Edition
Contact Center as a Service

Creating Loyalty with Every Interaction

Genesys Premier Edition is a Contact Center as a Service (CCaaS) that helps businesses deliver exceptional customer experiences that maximize business results.

How Premier Edition is Used:
Learn how Premier Edition customer Plated optimized their cloud call center workflow and provided transparency into their inbound call volume and analytics, ultimately leading to dramatically lower hold times and improved customer satisfaction.

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“Success depends on our ability to scale to meet customers’ expectations, and we have a great partner in Genesys, who can turn things around on a dime and support this growth.”

Nick Taranto
Co-Founder and Co-CEO
Plated

Built on the industry proven Genesys Customer Experience Platform, Premier Edition allows companies to simply and quickly manage customer experiences. Genesys is committed to ensuring all of our customers meet their business objectives, assigning a dedicated customer success manager to ensure rapid and continued success.

Key Benefits:

Know who your customer is before you interact by integrating with backend solutions for a seamless business experience

Continuously improve the Customer Experience and achieve better business outcomes through continuous business improvement, end to end CX analytics and reporting insights

Always have the right number of agents to support your customers and scale easily to accommodate seasonal requirements without causing customer delays

Easily automate routine transactions and customer interactions with self-service to reduce calls by automating interactions and empowering your customers with self-service options

Respond faster to higher-value customers by prioritizing higher-value customer response and increase customer retention

Connect your customer to the best agent over any channel - improve CX with skills-based routing across all channels – ensuring that voice, chat or email requests are quickly assigned to the best equipped agent

Premier Edition is available via a Software as a Service (SaaS) model, enabling Genesys customers to easily align and support business objectives without the burden of managing hardware, software or telecom.

  • Get up and running quickly  - enables a headstart for your business
  • Grow as you go - scales easily to accommodate changing seasonal business requirements
  • Protect you and your customers - secure Cloud assurance—PCI Level 1, HIPPA, SAE-16 compliant
  • Single queue for all calls and interactions - multi-channel universal queue with voice (ACD), chat and email routing
  • Business insight - embedded CX analytics and reports for end-to-end multi-channel visibility

CRM

Seamless integrations with leading CRM systems with ability to quickly unify backend solutions for cohesive business experience

Workforce Management

Plan, scheduling, forecasting and maintain agent adherence management with integration with Monet Software

Virtual PBX

Fully embedded soft-phone integration powered by hosted PBX provider BluIP