Simplify customer experiences with cloud contact center software

Run your contact center with software that makes it easy to connect with customers

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Create a contact center that goes beyond just calls

Traditional call center solutions only had to support customers by phone. But, with today’s customers expecting seamless cross-channel support, a simple phone system won’t cut it. You need to be ready to respond in real time on your customers’ channels of choice, including your website, social media channels and apps.

That means you need cloud-based contact center software with the essentials built in. You must provide inbound and outbound support, including call routing, IVR, email, chat, social media, messaging, screen share, self-service options, workforce optimization and analytics. Genesys supports all the ways you want to connect with your customers.

Provide better customer support with better call center technology

Improve customer experiences

When you can address customer issues and concerns quickly, on the channel of their choosing, you create better experiences and happier customers.

Elevate agent performance

Equip and empower your agents to deliver praise-worthy service with everything they need in an engaging, intuitive user experience.

Increase revenue

Great customer experiences drive higher sales. Connect buyers with the right agent at the right moment to increase conversions and repeat business.

Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

View the report

Run your contact center with software that simplifies your day

To keep up with emerging communication channels and the consumers who adopt them, many call centers scrambled to add new functionality. This resulted in a multichannel approach, with separate point solutions cobbled together. And it created complicated systems that are hard to use and expensive to manage. Genesys contact center software makes omnichannel easy.

Software built for seamless channel surfing

Provide delightful customer interactions across all touchpoints, managed in one place. No matter how customers reach out, we can help.

Our contact center software is built to handle any channel. It turns calls, emails, chats, social comments and instant messages into a seamless conversation — all within a single tool. Stop thinking channels and start thinking experiences.

Intuitive user interface designed for your teams

Don’t overlook a good user experience. Poorly designed software takes longer for your customer service teams to learn and can delay tasks.

Our call center software is designed in close collaboration with the agents and admins who actually use it. The user interface is easy to learn, easy to use and easy to manage. And that translates to a boost in your contact center productivity — and in your bottom line.

Modern, secure cloud architecture

Many simple cloud solutions force you to make trade-offs with functionality, reliability or flexibility. With Genesys Cloud™ contact center software, you get a multi-tenant, microservices architecture you can trust. We provide the scale, flexibility and security you need.

Our code goes through extensive automated unit and integration testing to check the performance of individual components and how they work together. And our dedicated security and privacy experts work hard to protect your system from threats.

Constant innovation and continuous deployment

Legacy call center software is synonymous with large upgrades and forced downtime, which make staying current hard and expensive.

Genesys makes it easy to keep up. Our R&D team is constantly innovating. Our DevOps model means new functionality is regularly available with the refresh of a browser. So your updates are painless, low-risk events with no downtime.

You get rapid access to new functionality, including innovations in artificial intelligence (AI)-powered customer and employee journeys. That’s why thousands of businesses trust our award-winning software to power their customer conversations — now and in the future.

"We had to go where the customers are going, which is beyond the phone channel. 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

Read the story

Contact center software that powers personalized experiences

Voice essentials

Voice is the original contact center channel. Simplify and scale your telephony. VoIP and SIP trunking and IVR and ACD tools give you the power to handle phone calls.

Digital channels

Make it easy for customers to get what they need, no matter how they reach out. Use the same ACD that handles voice interactions to route interactions from digital channels like live chat, email, messaging and social.

Self-service

Always be on, even if you’re not open. With self-service options including voicebots and chatbots, your business can provide 24/7 support, without all the costs.

Workforce engagement

Get everything you need to make your teams happy and effective. Quickly generate accurate forecasts and schedules, monitor quality and adherence, and engage and empower your employees.

Reporting and analytics

Gain powerful insights. Dashboards with real-time data and historical reporting make it easy to understand your business and manage customer experiences across all channels.

Easy integrations

Make your contact center software more powerful and customized. Easily deploy and administer out-of-the-box integrations for your CRM solution and other critical business tools.

Call Center Software Resources

Create exceptional experiences with Genesys Cloud contact center software

Request a free demo today. You’ll see how our cloud contact center software makes it easy to deliver great customer service and sell more. Simplify your contact center operations and the demands on IT, so you have more time to focus on what matters most.

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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 multi-channel 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^® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty.