Personalize the shopping experience with a connected journey.
Transform banking engagement with seamless experiences across channels.
Deliver on the promise of digital government.
Create secure, connected patient experiences at every touchpoint.
Future-proof your contact center with a modern cloud architecture. The Genesys Cloud CX™ platform is designed with tomorrow in mind.
Open APIs give you better tools to navigate change with speed and ease.
Add features and functionality to your solution as your needs evolve.
Gain instant access to artificial intelligence (AI) innovations that are simple to operate.
Develop smarter, more personalized experiences for your customers.
Genesys Cloud CX 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 CX 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 solution for managing change. Genesys Cloud CX comprises hundreds of these microservices — each of which provides specialized functionality that’s grouped into major Genesys Cloud CX services.
Most Genesys Cloud CX services use Elastic Load Balancing (ELB) and network load balancers (NLB) with auto-scaling groups. Genesys Cloud CX 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.
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 they don’t impact you.
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. This means the errant node stops and a completely new server is created to take its place. Your traffic continues unabated and Genesys Cloud CX 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 that updates don’t adversely affect your system.
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 CX 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 CX services.
Genesys Cloud CX 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 results.
Request a demo to see how the Genesys Cloud CX 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.
We’ll contact you directly to set up a date and time that works with your schedule.
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
