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Cloud architecture

Modernize your contact center architecture

One platform. One codebase.

Get an all-in-one, API-first architecture

Choose a platform with a comprehensive set of native capabilities — all built on a single codebase to seamlessly work together. With a foundation built on a single open platform, Genesys Cloud is inherently more secure, reliable and agile.

Proven, guaranteed availability

The Genesys Cloud™ platform is engineered to provide maximum uptime and resilience. This ensures smooth recovery without service disruptions or data loss in the event of a failure. It’s supported by a robust SLA, offering up to a 100% credit guarantee.

Powerful scalability and elasticity

Never worry about capacity constraints. The Genesys Cloud autoscaling microservices architecture is designed to provide instant and virtually unlimited scale to support even the most demanding workloads, busy seasons and growing businesses.

Elegantly manage change with an API-first, microservices architecture

Genesys Cloud is designed to take full advantage of modern cloud strategies and technologies. Say “Yes” to more IT initiatives and sustain differentiation by empowering every layer of your business to adapt as requirements change or new opportunities arise. Direct your development resources to high-impact projects instead of building services that are already commercially available or wasting time performing manual maintenance updates and keeping the lights on.

Ensure ongoing business continuity and always-on operations

An Amazon Web Services (AWS) well-architected solution, Genesys Cloud services are deployed in multiple, independent AWS Regions and Availability Zones around the world. An AWS Availability Zone consists of one or more discrete data centers, allowing us to operate production environments that are more highly available, fault-tolerant and scalable than would be possible from a single data center.

Get on-demand horizontal scaling

Most Genesys Cloud services use elastic load balancing (ELB) and network load balancers with auto-scaling groups (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.

Stay resilient with automated self healing

When an individual server fails, the associated ELB/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 recovers before you notice a service gap.

Benefit from fail-safe processing and testing

Occasional failures are inevitable — but good contact center 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.

Deploy effortless updates and new capabilities

Get immediate access to advancements in key areas of innovation as they happen. And if a small defect is detected, we fix it and push out new versions of the affected services immediately. Our distributed architecture and continuous deployment pipeline allows the release of rolling updates without having to take down the entire system for maintenance. Load balancing and techniques such as “canary deployments” ensure that updates don’t adversely affect your system.

Build with extensive APIs and integration methods

Your developers can build almost anything, in any programming language, using the same fully secured and versioned public REST APIs that are used to build Genesys Cloud and the apps and integrations from our marketplace partners. As an API-first native-cloud solution, the Genesys Cloud platform handles billions of API requests weekly. Our 3,000-plus APIs are public by default and can be fully explored and tested in the Developer Center.

Whatever tomorrow brings, Genesys Cloud can handle it

Keep your customer experience (CX) tech stack moving toward the future with a unified, modern cloud architecture. Simple, stateless and secure components called microservices provide a powerful, reliable and scalable solution that’s always current. The platform comprises close to a thousand pre-integrated microservices and serverless functions that communicate through RESTful APIs — each providing specialized functionality grouped into major Genesys Cloud services.

See how these groups of services work together in the architectural diagram below.

Architecture screenshot 11 7 24

Core regions

The entire set of Genesys Cloud services — public interfaces, base, data, artificial intelligence (AI), analytics, application and media — is deployed in each of our core regions around the globe. Just choose the region closest to you.

Public interfaces

All channels and services flow through the public interface, whether built by you, Genesys or someone else. Connect through the same single set of secure, standardized public interfaces — REST APIs, streaming APIs, webhooks and WebRTC.

Base services

An array of foundational services handle requests and allow you to authenticate users; manage and control access, roles and permissions; ensure continued compliance; audit suspicious behavior; model journeys; and more.

Data services

Use customer data generated and acquired by the platform to stitch together a customer’s identity; enrich data; analyze data; act on data through orchestration and automation; and extract data to share with your broader CX ecosystem.

AI services

Digital, business process and conversation events are streamed to embedded AI models that power a rich and complete set of AI-enabled application services. These help you deliver more personalized, contextual experiences with the highest level of security, compliance, ethics and transparency.

Analytics services

Apply analytics services that use loads of real-time and historical data the platform generates to give you full visibility into your call center operations and provide clear, actionable insights across touchpoints.

Application services

Invest in a platform with a comprehensive set of native AI-powered call center solutions — with orchestration and automation, employee engagementdigital, social and voice features added continuously.

Media services

Keep real-time media from customer calls like voice and video nearer to your agents and customer locations to minimize latency, improve customer service quality and meet data residency requirements.

Explore all you can do with Genesys Cloud

Choose the world’s leading call center architecture. There’s a reason Genesys Cloud CX® is the leading contact center solution for seamlessly integrating voice and digital channels — empowering agents, delighting customers and creating better business outcomes overall. Request a demo to see what Genesys Cloud can do for you.

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Frequently asked questions

Wie verbessert Genesys Cloud Contact Center mit seinem Cloud-nativen Design?

Genesys Cloud bietet eine einheitliche, moderne Cloud-Architektur für Contact Center, die eine einzige Plattform und Codebasis verwendet, um einen nahtlosen Betrieb und eine maximale Verfügbarkeit zu gewährleisten. Mit robusten SLAs und unserer Selbstverpflichtung zu Datensicherheit und Notfallwiederherstellung priorisiert Genesys Cloud Widerstandsfähigkeit und Flexibilität, um sicherzustellen, dass Ihr Contact Center jederzeit verfügbar und an die sich verändernden Kundendienstanforderungen anpassbar ist. Ganz gleich, ob Sie einfach nur in der Lage sein müssen, eingehende Anrufe zu empfangen, ausgehende Anrufe zu verwalten oder die digitale Transformation in vollem Umfang zu unterstützen – Sie können all das in der Cloud tun.

Wie gewährleistet Genesys Cloud die Datensicherheit?

Datensicherheit ist in Genesys Cloud von größter Bedeutung. Alle Kundendaten sind durch End-to-End-Verschlüsselung, strikte Zugriffskontrollen und strenge Sicherheitsrichtlinien geschützt. Unsere umfangreiche Reihe an Compliance-Zertifizierungen und -Bescheinigungen hilft Kunden außerdem dabei, ihre globalen Datenschutzanforderungen über verschiedene Branchen und Länder hinweg zu erfüllen.

Wie stellt Genesys Cloud hohe Verfügbarkeit und Resilienz sicher?

Jede Genesys Cloud-Kernregion ist mit einer AWS-Region verknüpft und die Services werden in mindestens drei AWS Availability Zones bereitgestellt, die in einem Active/Active/Active-Modus und nicht in einem herkömmlichen Active-Failover-Modell betrieben werden. Automatisierte Tests, automatisches Reparaturverhalten und eine ausfallsichere Verarbeitung, die durch ein robustes SLA und eine bis zu hundertprozentige Kreditgarantie unterstützt werden, sorgen dafür, dass das System stabil bleibt und bei Ausfällen umgehend wiederhergestellt wird. Für Unternehmen, deren Anforderungen an Geschäftskontinuität oder Notfallwiederherstellung über den Umfang der nativen Bereitstellung hinausgehen, stehen zusätzliche Bereitstellungsoptionen zur Verfügung.

Wie kann Genesys Cloud die Betriebskosten senken?

Genesys Cloud minimiert die Betriebskosten durch die Rationalisierung der IT-Anforderungen und den Einsatz einer Microservices-Architektur mit API First-Ansatz, die nahtlose Integrationen und Innovationen ermöglicht. Seine Cloud-native Contact Center-Infrastruktur ermöglicht ein eng vernetztes, durchgängiges Kundenerlebnis mit KI-basierten Erkenntnissen zur Personalisierung von Interaktionen und zur Verbesserung der Kundenzufriedenheit bei gleichzeitiger Optimierung der Ressourcen und Senkung der Gemeinkosten in Ihrem Contact Center.

Kann Genesys Cloud personalisierte Interaktionen bereitstellen?

Ja, die Genesys Cloud ist gut darin, personalisierte Interaktionen zu moderieren, indem sie verschiedene digitale und Sprachkanäle zusammenhängend integriert. Genesys ermöglicht nahtlose Gespräche über Webchat, E-Mail, SMS und soziale Medien hinweg und stellt so sicher, dass Ihre Contact Center-Mitarbeiter Kunden dort erreichen können, wo sie sind. Maßgeschneiderte Erlebnisse in den bevorzugten Kanälen der Kunden erhöhen so die Kundenzufriedenheit.