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Build on a solid foundation

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.

Save time and increase productivity

Respond faster

Open APIs give you better tools to navigate change with speed and ease.

Increasing customer satisfaction

Expand easily

Add features and functionality to your platform as your needs evolve.

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Access innovations

Gain instant access to AI innovations that are simple to operate.

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Add smart automation

Develop smarter, more personalized experiences for your customers.

Whatever tomorrow brings, the Genesys Cloud platform is ready.

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.

Take a closer look

See the details of how Genesys Cloud services are connected and how data is passed between them in this architectural diagram.

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Elegantly manage change with microservices

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.

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On-demand scaling

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.

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Fail-safe processing and testing

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.

Customer care

Reliability through recovery

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.

Delivery

Continuous deployment

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.

Connect cloud applications with open data

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.

Customer care

Build faster and easier with APIs

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.

Delivery

Add smart automation with artificial intelligence

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.

Explore the full scope of Genesys Cloud

Genesys Cloud platform

Discover the robust customization and expansibility options the Genesys Cloud platform provides to suit your unique business needs.

Genesys Cloud regions

Get unsurpassed global coverage, security and resilience. See which AWS regions the Genesys Cloud platform is deployed in.

Trust and security

Choose a platform and a partner you trust — from data encryption and security threat-response processes to pricing transparency.

See everything you can do with Genesys Cloud.

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.

Thank you for your interest.

We’ll contact you directly to set up a date and time that works with your schedule.

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