Transform banking engagement with seamless experiences across channels.
Deliver on the promise of digital government.
Create secure, connected patient experiences at every touchpoint.
Personalize the shopping experience with a connected journey.
Manage complex experiences with enterprise contact center software.
Deliver big customer experiences with small business solutions.
Drive custom experiences at scale with agile, flexible solutions.
Xperience isn't your typical user event. It's not about creating better users - it's about creating happy customers.
Learn how to serve customers where they are and guide them on more productive journeys.
Explore ways to engage and empower your team — because helping people is a great job.
Maximize your customer experience technology to reach your goals and delight customers.
Win and keep customers with a blended approach to sales, marketing and support.
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Gain insights from customers, employees, industry thought leaders and more.
Watch and listen your way to better customer experience and more connected moments.
Extend functionality without directly using an API. No programming required.
Future-proof your contact center with a modern cloud architecture. The Genesys Cloud™ platform is designed to handle anything your contact center throws at it.
Open APIs give you better tools to navigate change with speed and ease.
Add features and functionality to your platform as your needs evolve.
Gain instant access to AI innovations that are simple to operate.
Develop smarter, more personalized experiences for your customers.
Genesys Cloud is designed to help you manage change in a secure, reliable and scalable way. Its cloud-native architecture delivers the developments in cloud technologies, continuously deployed. You get immediate access to advancements in key areas of innovation as they happen. Explore how we use microservices, an API-first strategy, open data and AI to future-proof your cloud contact center.
See the details of how Genesys Cloud services are connected and how data is passed between them in this architectural diagram.
Simple, stateless and secure components called microservices provide a powerful, reliable platform for managing change. Genesys Cloud comprises hundreds of these microservices — each of which provides specialized functionality that’s grouped into major Genesys Cloud services.
Most Genesys Cloud services use Elastic Load Balancing (ELBs, ALBs and NLBs) with an auto-scaling group (ASG). Genesys Cloud distributes load and monitors groups according to service-specific policies. When a threshold is exceeded, the group adds or removes additional resources automatically, as needed. Many newer services leverage serverless technologies, instantly responding to changes in load without the need to manage servers.
While occasional failures are inevitable, good software development practices are designed to account for them. A microservices architecture means one microservice failure won’t affect another. We actively test and validate failure and recovery paths through automated chaos testing and fire drills. On average, 500 automated chaos experiments are conducted daily to anticipate and, ultimately, prevent failures so you aren’t impacted.
When an individual server fails, the associated ALB/ASG health check detects and detaches the unhealthy instance from the load balancer. If this error isn’t transient, additional policies trigger self-healing behavior, whereby the errant node is stopped, and a completely new server is created to take its place. Your traffic continues unabated and the Genesys Cloud platform recovers before you notice a service gap.
We continually push new code into production. If a small defect is detected, we fix it and push out new versions of the affected services. Our distributed architecture allows the release of rolling updates without having to take down the entire system for maintenance. Load balancing and techniques such as “canary deployments” are used to ensure you aren’t adversely affected when updates occur.
Less time building custom code — more time building unique experiences
Genesys joined forces with Salesforce, Amazon Web Services (AWS) and the Linux Foundation Joint Development Foundation (JDF) to create the Cloud Information Model (CIM). This model defines common standards that make it easier for you to connect data across multiple cloud platforms.
Under the JDF-defined Open Data Model, the CIM enables full interoperability and data exchange between the partners’ applications and platforms. Any company can join and contribute to the CIM, including providers and customers.
This enables you to adopt and extend the CIM within days. Create data lakes, generate analytics, train machine-learning models, build a single view of the customer and more.
By starting with APIs, major Genesys Cloud services provide a pool of reusable functions that can easily grow in function and scale. This API-first approach empowers developers — both ours and yours — to build new functionality faster, with less effort required, using Genesys Cloud services.
The Genesys Cloud platform unifies, orchestrates and optimizes customer and employee experiences using native and third-party AI technologies. Integrate real-time and historical data, predict outcomes and trigger intelligent conversations to save costs and deliver better business outcomes.
Discover the robust customization and expansibility options the Genesys Cloud platform provides to suit your unique business needs.
Get unsurpassed global coverage, security and resilience. See which AWS regions the Genesys Cloud platform is deployed in.
Choose a platform and a partner you trust — from data encryption and security threat-response processes to pricing transparency.
Request a demo to see how the Genesys Cloud platform provides the scale, flexibility and security you need to navigate change.
Discover how to reap the benefits of a speedy deployment and simple administration, transforming your contact center into an experience center virtually overnight.
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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.
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