Automate information delivery with knowledge management

Screenshot knowledge

Make knowledge useful and usable

Prepare knowledge for your channels

Make knowledge easy to create, edit, maintain and activate for the various channels — and boost productivity for all your users.

Deliver accurate information

Automatically deliver the right knowledge across channels. Using artificial intelligence (AI) ensures information is based on customer intent, not just keywords.

Monitor and measure knowledge

Know how often customers and agents use knowledge. Learn whether it’s effective and explore differences in use across channels.

Deliver great customer experiences with an embedded knowledge management solution

Great customer experiences image

Intuitive and integrated

Curate, organize and deliver rich information with an intuitive knowledge workbench. Eliminate coding requirements and save time for your content authors, allowing them to focus on managing knowledge and making it discoverable.

AI-powered search

Understand what your agents and customers are looking for with an AI-powered semantic search experience. It uses context to provide dynamic content in sync with customer journeys, allowing agents to build customer relationships.

Self-service at scale

Automatically surface knowledge with self-service tools, such as bots, agent assist and support center. Help customers and agents resolve issues and inquiries faster so they can focus on knowledge needs that require a human touch.

Knowledge insights

Get automatic insights into knowledge use and effectiveness from various points of interaction. Identify knowledge gaps and easily address them in real time without holding back on customer interactions.

Personalized and contextual

Deliver knowledge that feels personal, in-context and in the language your customers communicate. Easily add new and different ways for your customers to ask questions and how you handle them across specific channels.

Open and flexible

Import and access knowledge that exists across files and shared resources.
Connect to existing third-party tools and investments and blend them into your Genesys environment to deliver knowledge insights quickly.

Mq ccaas 2023
Gartner logo

2023 Gartner® Magic Quadrant™ for Contact Center as a Service

Genesys named a Leader
– and positioned highest in execution

Contact Center Agent Stat


of respondents expect the greatest frustration for CX employees is having insufficient information to assist customers in the moment

Customer Experience and the Future of Work MIT Technology Review Insights, 2022

Delight customers and empower agents with answer automation

As you increase the variety and complexity of your products and services, enter new markets and diversify your customer base, you create new knowledge. But sharing the right knowledge with the right stakeholder — at the right moment — is challenging.

With Genesys, you have access to user-friendly knowledge management tools that make it easy to deliver better agent and customer experiences. Eliminate silos across your organization with collaboration tools that easily compile and access your content library, customer data and other helpful resources. Give your customers and agents the right information, in the right moment — to improve every customer interaction.

Empower every interaction with the right information

Give your customers and agents the knowledge they crave with a centrally maintained knowledge base software that can be leveraged across touchpoints. Give every area of your organization, including customer support and sales teams, access to the information they need. Include all users and information consumers in your feedback loop to train and improve self-service content across engagements.

Put knowledge at the heart of CX

Enable knowledge for customers and agents. Build a single knowledge repository that supports digital and voice-based interactions through self-service, bots or agent-led conversations. Provide a more consistent customer experience across touchpoints.

Create, enrich and organize knowledge easily

Give your knowledge workers easy-to-use tools to create and enrich knowledge. Create knowledge repositories or import your existing content sources. Genesys supports rich text, image and video to make content come alive. Organized knowledge ensures your content is easy to find and ready for use on your terms.

Automate information for customers and employees

Enable information to flow automatically from the repository to any point of impact in real time. Semantic search and AI ensure that content is retrieved based on intent, not keyword, in the context of the interaction. Add channel dimensions to your repositories to ensure your knowledge base can support customer self-service as well as agent-led interactions with equal precision.

Create a knowledge portal for everyone

Easily create a smart portal for your knowledge repository. Activate select knowledge categories or activate the entire knowledge base for use as a support center for customers or employees. Add to your web page with a simple snippet of code that lets you incorporate smart search capabilities. This includes a type-ahead dropdown that makes it quick and easy to find the right information.

Scale knowledge around the globe

Customers and employees want information on their terms and in their language. Support this need by providing knowledge repositories across an increasing set of languages. English, German, French, Spanish, Italian and Portuguese are already supported — and more languages will be supported in the future.

Data-driven knowledge optimization

Use interactive reports of knowledge usage and effectiveness to proactively close knowledge gaps and find opportunities for improvement. Knowledge Optimizer provides a view into requests for knowledge and shows which were successful and which weren’t. It also shows what information is used more often and what’s considered best by the information user.

See what else you can do with Genesys