Resources are available for those migrating from Avaya to Genesys. Learn More

Customer Interaction Management Platform v.8

Enabling the new conversation

Genesys Customer Interaction Management Platform v.8


  • Provides a unified platform and a single queue for handling customer interactions from any channel—voice, video, IP telephony, email, chat, SMS, web, mobile, work item, and self-service.
  • Enables advanced routing of every customer interaction via a universal routing engine.
  • Allows you to achieve business goals related to the customer’s experience—cutting costs, meeting SLAs, and optimizing the experience of high value customers.
  • Orchestrates the resources of the company, including customer data and context, to provide a consistent customer experience across all touchpoints, while minimizing costs.
  • Centralizes development and administration of customer workflow to simplify management of all interactions.
  • Provides an open, standards-based solution that can access data from legacy data systems and current databases with SOA across the enterprise.
  • Supports a comprehensive application programming interface and software development kits (API/SDK), enabling a rich ecosystem of third-party applications.
  • Leverages existing TDM, IP, cloud-based, and hybrid contact center infrastructure to enable seamless migration to newer solutions.

Customer service—an integral part of the business process

One of the biggest challenges facing enterprises today is that customer service operates separately from the rest of the enterprise. Systems, channels, and applications operate in silos, creating an inconsistent customer experience and increased customer service costs. The Genesys Customer Interaction Management Platform solves this by managing customer interactions across all touchpoints.

A single, integrated interaction environment

The Genesys Customer Interaction Management (CIM) Platform is the core of the Genesys solution suite. It provides a single environment for designing, deploying, and managing real-time customer interactions.

Interactions and related activities are routed and reported on based on your specific business criteria, providing a universal view for managing every customer interaction. Channels such as voice, email, web, video, SMS, chat, and mobile are funneled through the Genesys CIM Platform and handled in a consistent manner according to company defined interaction strategies.

Genesys CIM allows companies to virtualize their resources regardless of the deployment model—on premises, in a cloud environment, or in a hybrid model. It’s easy to route interactions to a person regardless of their physical location. This opens up new service options, including leveraging non-contact center personnel to optimize the customer experience and reduce contact center staffing requirements.

A unified set of development and administration tools makes customer treatment strategies easier to control, manage, and maintain. Integration with your existing contact center infrastructure allows you to leverage that investment while deploying a state-of-the art customer service platform.

The Genesys CIM Platform directs a universal queue of all customer interactions via the industry’s most robust, flexible, and scalable routing engine—with the capacity to route nearly one million calls and over 40,000 emails per hour

video thumbnail

Genesys Composer



Single integrated development tool for all Genesys applications

  • Improves productivity and shortens development cycle with common tools, look-and-feel, navigational metaphors, and component reuse
  • Provides a graphical user interface for defining interaction processing stages, including real-time routing strategies and business process steps
  • Improves productivity with personalized UI
  • Allows users to isolate issues in the lab with visual debugging, saving time and expense

Design end-to-end customer experience strategies for all channels

  • Enables development of voice self-service applications and routing workflows based on business-driven use cases to improve the customer experience and optimize service delivery

Supports integration to third-party plug-ins, including source code management system

  • Allows design team to collaborate on application development while maintaining application integrity

Genesys Administrator



Single, unified user interface (UI) for managing all Genesys applications

  • Reduces deployment time and complexity
  • Web based for zero footprint and ease of access
  • Centralizes log and alarm management for the entire Genesys environment

Operational management of Outbound and Proactive Calling Sessions

  • Enables managers and operations to load, start, stop, and manage campaigns with a centralized interface

Automated solution deployment

  • Deploy and configure complete local and remote solutions
  • Install and configure any Genesys application
  • Create and configure Genesys components

Role-based access control for all Genesys configuration and resources for application management

  • Delivers a consistent, personalized user experience
  • Enables competent solution management, based on user role
  • Opens solution management to diverse employees

Operational parameter management

  • Enables business users to modify voice routing and Genesys Rules through simple parameter data values

Systems supported

Server OS support

  • Red Hat Enterprise Linux
  • Sun Solaris
  • Microsoft Windows Server

IP switches

  • Alcatel
  • Broadsoft
  • Cisco Unified Communication
  • Manager
  • Genesys SIP Server
  • NEC
  • Siemens
  • IVRS
  • Aspect
  • Avaya
  • Edify
  • Envox
  • Genesys Voice Platform
  • IBM
  • Intervoice
  • Microsoft
  • Nortel


  • IBM DB2
  • MS SQL Server
  • Oracle


  • Aastra
  • Alcatel
  • Aspect
  • Avaya
  • DataVoice
  • Digitro
  • EADS Telecom
  • eOne
  • Genband
  • Phillips
  • Fujitsu
  • Huawei
  • Mitel
  • NEC
  • Samsung
  • Siemens
  • Tadiran
  • Teltronics
  • Tenovis

Take this information to go