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Craft a custom call center with apps and integrations

It takes the entire organization to provide great customer experiences. And it all starts with connecting to other systems.

Appfoundry home

Integrations make change easier

Switching to a new call center software shouldn’t mean you have to start from scratch. Modern solutions work with your existing customer service tech stack. They let you maximize investments without relying on IT support. And integrate workforce management systems, CRM software, PBX, ACD and other legacy systems. A unified contact center solution is faster and offers a better value.

A platform designed for quick and powerful connections

Omnichannel self service microapps

Connected systems

Whether you need to access other cloud applications, internal tools or legacy systems, Genesys gives you choices for the deep connections and workflows you need for great experiences and empowered agents.

Integration

Data transparency

Organizations depend on valuable data. And customer interactions are vital in creating loyalty and driving success. Provide data for business intelligence (BI) and CRM systems now — and enrich that data later as systems get smarter.

Interaction process automation

Flexibility for the future

Use systems built for change so you can change vendors and keep going with new tools or channels. And making your data AI-ready lets you add bots and automation easily — whenever you’re ready.

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Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

Gartner quadrant ccaas shot

Customize your call center with off-the-shelf integrations and an app marketplace

Full integration brings together the front office, back office and branches. Third-party apps let you add functionality, as needed. Make sure every area of your business has the tools and information needed to thrive. And be ready for the future. Deep integration with existing systems makes it simple to adapt your infrastructure.

Appfoundry

Genesys AppFoundry extends customer experience innovation

Go to the Genesys AppFoundryTM to browse and choose from over 315 third-party apps. Find everything you need to extend your contact center tech stack — from CRM integrations to fresh ways to use artificial intelligence and automation. Maximize the value of Genesys solutions and minimize downtime trying to fit all the pieces together.

Predictive analytics

A hybrid model lets you innovate on your schedule

Moving to a new call center solution can be stressful. Phased integration can ease that burden. Genesys empowers you to update your software as time and equipment permits. This gives you the opportunity to leverage new tools even while waiting for existing hardware, like a SIP-based phone system, or software to depreciate. Plus, the AppFoundry gives you hundreds of pre-built applications that you can immediately add to your system.

Superior product and app integrations

Integrations for Genesys Cloud platform

Genesys CloudTM platform is an API-first solution built to connect to anything you can imagine — with click-to-install apps, simple admin tools, embeddable frameworks, notifications from webhooks and other systems, and data actions to transform calls to or from other systems into workflows and decisions.

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Integrations for Genesys Engage multicloud

Genesys EngageTM is a multicloud container-delivered solution that can be customized to do nearly anything for companies with exacting needs. It’s optimized for hybrid cloud approaches and runs on Microsoft Azure or Amazon Web Services (AWS). Genesys Engage comes with built-in integrations for hybrid workforce engagement management and AI services from Genesys.

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"We’ve chosen the Genesys customer experience platform for simplicity of implementation, way of thinking and working, and good integration with our Siebel CRM system."

Vitaly Polyakov

Head of Retail Business Technologies

Credit Bank of Moscow

Integrations drive customer experiences

Multi-tenant cloud apps

Applications built and hosted in a multi-tenant cloud only need to be built once. Leverage your access to that pool of resources. Pre-built applications save your business time and money.

Simple admin tools

A call center system is only good if it’s usable. Find a solution that’s simple to use and maintain. Your IT team will be grateful every time you can make changes without needing their help.

The embeddable framework

Develop custom integrations faster with a managed software development kit. It sets the stage and lets your developers focus on the parts of integrations that directly affect their web apps.

Data actions

Break down data silos. Data actions let your IVR communicate directly with your other web applications. Use that information to drive personalization, workflow automation, identity validation and self-service opportunities.

Webhooks

Push information from external systems into your call center platform. Webhooks allow external systems to generate group chat messages in the interface your agents use. Keep agents in the loop on important updates, news, tickets and more.

Click-to-install integrations

Adding new functions to your call center doesn’t need to be difficult. Open APIs make it simple to add pre-built apps and integrations to your call center platform. Find the tool you need and easily add it to your system.

Resources

Design the perfect cloud contact center solution with our CX blueprint tool.

Blueprint for success

Gplus adapter for sap crm

Gplus Adapter for SAP CRM

validated integration with oracle siebel CRM

Validated Integration with Oracle® Siebel CRM

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The Microsoft and Genesys Alliance

Don’t stress over complex integration challenges

Integrations with legacy systems and processes can be problematic, but Genesys can help. Install and help configure off-the-shelf apps. Use the powerful notifications and workflow tools built into Genesys Cloud. Guide your developers through blueprints for custom API work. Or simply listen and apply best practices to map changes and transitions. We can help you through it all. And this all starts with a conversation.

Frequently asked integration and app questions

What is the AppFoundry Marketplace?

Browse the AppFoundry Marketplace to discover, research and connect with a broad range of customer service applications…

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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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