Call center software

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Give your customers the support they deserve

Customers expect seamless cross-channel support — and yesterday’s phone system isn’t up to the task. Respond in real time via your website, social media channels and live chat. Create customer and agent experiences that effortlessly blend automated and human resources. Know your customer and have the relevant context to engage with the right help when it matters.

70%

of consumers say a company is only as good as its service

Genesys + Savanta, 2021

80%

of consumers will recommend and buy more, more often from brands that consistently presonalize interactions

Genesys State of CX, 2021

87%

of CX frontrunners say AI enables more empathic customer journeys

Genesys State of CX, 2021

Call center software that powers personalized experiences

Customer expectations are higher than ever. Meeting them means having the right tools, people and strategies in place.

Genesys makes it possible to deliver unique, personalized experiences your customers will love. You can scale to keep pace with both customer preferences and business demands. With our comprehensive capabilities and advanced features, you can always put customers first.

Inbound

Make it easy for customers to connect with you. Be ready to answer their questions, offer support and exceed expectations across channels.

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Outbound

Proactively reach customers via the channels they love most. Increase customer engagement, response rates and revenue with targeted outbound campaigns.

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Voice services

Get cloud telephony, unified communications and call center services in a way that works best for you. Be there for customers who’ll always prefer phone-based support.

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Automatic call distribution (ACD)

Route customer interactions with skills-based and intelligent routing. Go beyond call routing and ensure every customer gets the right support, every time.

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Digital

Give customers the easy, seamless digital experiences they expect. And support your teams with an all-in-one suite of digital capabilities — or with your own solution.

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Unified communication and collaboration

Enhance your employee experience. Enable seamless collaboration and easy communications — all from a single platform or third-party solution.

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Workforce engagement management (WEM)

Give your employees the tools, support and growth opportunities they need to engage and thrive. After all, great customer experiences start with them.

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AI and automation

Power omnichannel experiences with artificial intelligence (AI). Meet your customers in the moment with bot support, data-based insights and more.

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Interactive voice response (IVR) and self-service

Drive better customer experiences while making business more profitable with Genesys call center IVR.

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Create a call center that goes beyond just calls

Genesys Cloud CX

No matter where the interaction begins or where the conversation goes, the Genesys Cloud CX™ platform delivers frictionless familiarity. Using intelligent orchestration, it delivers connectivity — across teams, tools and interactions — so customers feel understood and agents feel empowered with smart, innovative solutions.

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Genesys Multicloud CX

For seamless experiences and what’s next, the Genesys Multicloud CX™ platform delivers customer experience (CX) your way. Personalize, customize and deliver one-of-a-kind experiences that reflect your brand values and personality with integrated voice, digital and workforce capabilities that unite with your existing systems, scale to your demands and adapt as your needs change.

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Genesys DX

Bring human intuition to every digital interaction with the Genesys DX™ offering, the future of always-on digital customer engagement. This AI-powered solution makes it quick and easy to design and deliver self-service experiences that wow your customers.

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Meet your customers on the channels they love most

By using Genesys to expand the number of ways to contact Company Nurse — phone, text, chat and beyond — we could improve the likelihood that an injured employee would contact us and increase our ability to capture workplace injuries.

— Henry Svendblad, CTO, Company Nurse

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Genesys Multicloud CX gives Microsoft and our partners the levers we need to optimize a global pool of agents with multiple language skills and deliver consistently great customer experiences.

— Matt Hayes, Principal Program Manager, Microsoft

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Build resilience with the power to pivot

Orchestrate unlimited experience possibilities

Every customer is unique. Their journey with you should be, too. Go beyond traditional personalization and automation to orchestrate tailored experiences that delight customers and build loyalty. Use customer data across all touchpoints — even beyond the contact center — to understand intent, anticipate needs and connect individualized interactions into fluid journeys. Give bots and agents real-time orchestration possibilities based on your customers’ unique cross-channel behaviors — without setting up complicated rules and workflows. Break down barriers between service, marketing and sales to transform your contact center into a centralized hub for consistent people-centric engagement.

Blend AI-powered voice and digital channels

Provide seamless omnichannel experiences with an all-in-one digital and voice solution. Conversational chatbots empower users with satisfying self-service. Predictive engagement initiates interactions at just the right moment to reduce customer effort and frustration, preventing abandoned journeys. When a human touch is needed, AI-powered routing ensures every customer reaches the best agent to meet their needs. Agents manage calls, chats, messages and more from an intuitive unified desktop. Speech and text analytics provide real-time agent support with next-best steps. And with full context and conversation history, agents deliver fluid experiences even when the customer changes channels.

Manage customer and employee experiences in a single platform

Simplify your investment with an integrated solution for customer and employee experiences. Native integration speeds deployment, cuts IT burdens and reduces overhead. Having native WEM tools in the same desktop that agents use every day encourages adoption and empowers them to improve their own performance. Historical and contextual data from customers and employees combines to drive intelligent routing. Conversation analysis identifies agent behavior patterns and flags opportunities for targeted coaching in real time. And the unified platform aligns agent productivity with customer satisfaction to enable better experiences for customers and employees.

Do more than prep for the future — build it

With the scale and flexibility to navigate today’s challenges and build future solutions, Genesys is the last contact center platform you’ll ever need. Leverage existing cloud commitments with the ability to host Genesys software on any major cloud, including Amazon Web Services, Microsoft Azure and Google Cloud Platform. Get all the building blocks required to compose your optimal mix of capabilities to deliver proactive, tailored experiences that build customer loyalty. With continuous deployment, Genesys capabilities keep expanding — and so do your possibilities. It’s like having an innovation partner who empowers you to lead the way — no matter what the future brings.

Experience Success. Together.

Genesys Recognized by Gartner^® as a Leader in the August
2021 Magic Quadrant™️ for Contact Center as a Service

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Empower your business to meet customer expectations

Create exceptional experiences with Genesys contact center software

Genesys makes it easy to deliver better customer and agent experiences. Request a free demo to see how our cloud call center software enables great customer service. Simplify your call center operations and the demands on IT. Give your service teams more time to focus on what matters most — your customers.

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Frequently asked call center questions

What is a cloud contact center?

A cloud contact center is the central point, hosted on an Internet server, from which all inbound and outbound customer communications are handled…

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What is a multichannel cloud contact center?

A multichannel cloud contact center is a customer experience solution that integrates multiple touchpoints…

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What is workforce management?

Workforce management (WFM) is the process of strategically optimizing the productivity of employees to ensure that all resources are in the right place at the right time…

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What about pricing?

Pick the perfect plan for your business — our flexible pricing is designed with you in mind…

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About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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