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Extend functionality without directly using an API. No programming required.
It takes the entire organization to provide great customer experiences. And it all starts with connecting to other systems.
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.
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.
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.
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.
Placed furthest for Completeness of Vision
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.
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.
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.
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.
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.
Vitaly Polyakov
Head of Retail Business Technologies
Credit Bank of Moscow
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.
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.
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.
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.
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.
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.
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.
Browse the AppFoundry Marketplace to discover, research and connect with a broad range of customer service applications…
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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. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.
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