{"id":175517,"date":"2019-10-10T14:51:24","date_gmt":"2019-10-10T21:51:24","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=175517"},"modified":"2026-03-04T22:13:18","modified_gmt":"2026-03-05T06:13:18","slug":"call-center-software","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/de-de\/capabilities\/call-center-software","title":{"rendered":"KI-gest\u00fctzte Contact\u00a0Center-Software"},"content":{"rendered":"

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Genesys Cloud CX<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=“5\/12″][vc_column_text css=““]<\/p>\n

AI-powered contact center software<\/h1>\n

Get the features you need to reach your business goals in a comprehensive platform<\/p>\n

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Get a demo<\/a><\/div>[\/vc_column][vc_column width=“1\/2″ offset=“vc_col-lg-offset-1 vc_col-md-offset-1 vc_col-sm-offset-0″][vc_single_image image=“568532″ alignment=“center“ css=““ rounded_corners=“rounded-lg“ el_class=“shadow-ad“][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=“bgc-lgray“ flair=“%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D“][vc_row][vc_column width=“7\/12″][vc_column_text css=““]<\/p>\n

Deliver the personalized experiences your customers and employees deserve<\/h2>\n

Discover unified Contact Center as a Service (CCaaS) capabilities including voice, digital, AI, journey analytics, customer engagement and workforce management in the comprehensive Genesys Cloud\u2122 platform. A rich set of open APIs, prebuilt integrations and our expansive AppFoundry\u00ae Marketplace make it possible to drive business growth, customer loyalty and employee productivity \u2014 all while reducing costs.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=“yes“][vc_column width=“1\/3″][vc_column_text css=““]<\/p>\n

Build customer loyalty<\/h3>\n

Deliver connected experiences that strengthen customer relationships.[\/vc_column_text][\/vc_column][vc_column width=“1\/3″][vc_column_text css=““]<\/p>\n

Unlock smart insights and automation<\/h3>\n

Shape business outcomes and reduce customer and employee effort.[\/vc_column_text][\/vc_column][vc_column width=“1\/3″][vc_column_text css=““]<\/p>\n

Enhance operational efficiency<\/h3>\n

Accelerate resolutions and revenue with the right engagement at the right time.[\/vc_column_text][\/vc_column][vc_column width=“1\/3″][vc_column_text css=““]<\/p>\n

Boost employee productivity<\/h3>\n

Empower and engage employees with AI tools that make day-to-day work easier.[\/vc_column_text][\/vc_column][vc_column width=“1\/3″][vc_column_text css=““]<\/p>\n

Secure your global footprint<\/h3>\n

Safeguard your data and comply with regulations as you scale.[\/vc_column_text][\/vc_column][vc_column width=“1\/3″][vc_column_text css=““]<\/p>\n

Innovate on an open platform<\/h3>\n

Evolve continuously while eliminating patchwork solutions and vendors.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=“1\/3″][vc_column_text css=““]<\/p>\n

Analysts and customers agree, Genesys is a CCaaS leader<\/h2>\n

You can expect more from the Genesys Cloud platform because we\u2019re a leader<\/a> in the CCaaS industry<\/a>. If you can dream it you can do it with Genesys \u2014 from a limited scope to meet small business needs to a full set of offerings to support even the most demanding enterprises. Here are the many powerful capabilities that Genesys Cloud provides.[\/vc_column_text][\/vc_column][vc_column width=“7\/12″ offset=“vc_col-sm-offset-1″][vc_row_inner r_gutter_size=“gutter-small“ ri_scrollable=“yes“ equal_height=“yes“][vc_column_inner width=“1\/2″]

Automatic call distribution (ACD)<\/h3>\n

Route all customer interactions with skills-based and intelligent routing. Ensure every customer gets the right support from the right agent, every time.<\/p>\n<\/div>

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Analytics and reporting<\/h3>\n

Empower your teams with easy-to-use tools and relevant data. Unlock interaction insights that make it easy to deliver cross-channel customer experiences.<\/p>\n<\/div>

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Inbound<\/h3>\n

Make it easy for customers to connect with you from anywhere. Be ready to answer their questions, offer support and exceed expectations across channels.<\/p>\n<\/div>

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Interactive voice response (IVR and self-service)<\/h3>\n

Provide a smarter, smoother interactive phone experience. Drive better customer experiences while making business more profitable with Genesys call center IVR.<\/p>\n<\/div>

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Outbound<\/h3>\n

Proactively reach customers via the channels they prefer. Increase customer engagement, response rates and revenue with targeted outbound campaigns.<\/p>\n<\/div>

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Unified communications and collaboration<\/h3>\n

Enable easy collaboration and communications to break down your silos and work together as one \u2014 all from a single platform or third-party solution.<\/p>\n<\/div>

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Voice services<\/h3>\n

Get cloud telephony, unified communications and call center services in a way that works best for you. Be there for customers who still prefer phone-based support.<\/p>\n<\/div>

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Drive the future of customer service with artificial intelligence and automation<\/h2>\n

The power of AI is woven throughout the Genesys Cloud platform. It helps agents focus on the work they took the job to do, rather than repetitive manual tasks. It makes it easier to surface the right information at the right time, and provide it to customers in need. And it improves every part of the customer support journey.
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Agent copilot<\/h3>\n

Provide your customer service agents with the AI partner they need to surface data, automate repetitive manual tasks and improve service quality in every interaction.<\/p>\n<\/div>

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Virtual agent<\/h3>\n

Make self-service better with AI-powered bots that understand the context and act like human agents to deliver a superior experience, no matter when.<\/p>\n<\/div>

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Knowledge management tools<\/h3>\n

Make knowledge easier to create and edit, deliver, and monitor and measure across all the channels your agents use every day with native artificial intelligence.<\/p>\n<\/div>

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Predictive engagement<\/h3>\n

Automatically engage your customers at the right times and in the right places by using AI to predict where their moment of truth will come, and provide the right offer.<\/p>\n<\/div>

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Predictive routing<\/h3>\n

Always ensure that customers are being routed to the agent who\u2019s best prepared to solve their problem, using the right criteria at the right times to make every interaction great.<\/p>\n<\/div>

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Work automation<\/h3>\n

Provide timely, effective responses to customer queries with automated task routing that manages workflows intelligently to keep customers and agents alike happy.<\/p>\n<\/div>

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Build the solution you need with cloud architecture and an open platform<\/h2>\n

The Genesys Cloud platform was born in the cloud and is built to function there. Its cloud-first architecture allows it not only to outperform similar platforms that were designed as on-premises solutions, but also to adapt faster to changes in the ecosystem with a host of available integrations and weekly updates that together drive your ability to innovate.[\/vc_column_text]

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Cloud architecture<\/h3>\n

Modernize your contact center software architecture by moving from on-premises to a cloud software solution. Put everything in one platform with one codebase.<\/p>\n<\/div>

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Development<\/h3>\n

Build quickly and efficiently with tools designed for the modern contact center \u2014 API-first, open platform and purpose-built for rapid innovation.<\/p>\n<\/div>

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Genesys Cloud Salesforce integration<\/h3>\n

Combine your favorite CRM tools with the power of a comprehensive CCaaS solution with a prebuilt Salesforce integration with the Genesys Cloud platform.<\/p>\n<\/div>

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Global availability<\/h3>\n

Genesys Cloud can be anywhere your customers live and purchase, with availability, security and quality across 105 countries and counting worldwide.<\/p>\n<\/div>

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Integrations and apps<\/h3>\n

Expand your contact center\u2019s abilities with over 600 turnkey apps and integrations from over 300 trusted partners, and accelerate the benefits of the Genesys Cloud platform.<\/p>\n<\/div>

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Security and compliance<\/h3>\n

Ensure the safety and security of all the customer data you collect, protecting everyone who interacts with you from theft and your business from compliance issues.<\/p>\n<\/div>

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Orchestrate personalized experiences with customer journey management<\/h2>\n

Genesys Cloud is a leading AI-Powered Experience Orchestration platform. With the Genesys Cloud platform, you can engineer a seamless path from learning about your offering to purchase and beyond, on to any needed service and up-sell opportunities. Make it easier for every single customer to work with you, from end to end.[\/vc_column_text]

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Customer journey analytics<\/h3>\n

Measure and monitor your customer experience so that you can identify where things are working to help reach targeted KPIs \u2014 and where things may be broken.<\/p>\n<\/div>

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Customer journey orchestration<\/h3>\n

Personalized interactions are more important than ever. Optimize every journey for every customer based on their unique goals, preferences and prior experiences.<\/p>\n<\/div>

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Meet your customers where they are with digital customer engagement<\/h2>\n

There are more ways to be online than ever before. And every new channel that\u2019s developed is a new way for your customers to interact with your brand. The Genesys Cloud platform doesn\u2019t just allow you to be present on each \u2014 it gathers all channels together in one place, so your customer support agents have access to a customer\u2019s holistic online journey.[\/vc_column_text]

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Co-browse<\/h3>\n

Empower your agents to assist hands-on and in real time with co-browse capabilities that speed interactions while preserving safety and security.<\/p>\n<\/div>

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Email<\/h3>\n

Upgrade email support capabilities by merging them into the same platform where your customer service agents interact with customers in real-time channels.<\/p>\n<\/div>

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Live chat<\/h3>\n

Chat with customers in real time to solve their issues without a phone call, while providing the smoothest possible transition from self-service.<\/p>\n<\/div>

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SMS messaging<\/h3>\n

Allow agents to reach out to customers on a channel they use frequently without disrupting their day, all in the same platform and with full customer journey context.<\/p>\n<\/div>

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Social media<\/h3>\n

Respond to customer inquiries and issues quickly on a platform they enjoy using, building positive customer experiences and heading off negative ones.<\/p>\n<\/div>

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Support and evolve your customer service team with workforce engagement management<\/h2>\n

Your customers aren\u2019t your brand\u2019s only critical audience \u2014 your employees interact with you every single day, and their experience should be optimized as well. The Genesys Cloud platform includes workforce engagement management tools that allow you to help employees grow, ensure every interaction is as good as it can be, and make sure the right people are working at the right times.[\/vc_column_text]

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Employee performance management<\/h3>\n

Allow supervisors and employees alike to see results in real time, driving employees\u2019 success and giving supervisors instant insights into performance.<\/p>\n<\/div>

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Quality assurance and monitoring<\/h3>\n

Record every interaction on every channel as it happens, so you can be sure that every customer is receiving the best possible support, every time they reach out.<\/p>\n<\/div>

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Speech and text analytics<\/h3>\n

Get a detailed, AI-powered assessment of every interaction to help identify key events, verify compliance, and spot positive and negative training opportunities.<\/p>\n<\/div>

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Workforce forecasting and scheduling<\/h3>\n

Put the right resources in the right places at the right times \u2014 every time. Rapidly and easily create accurate schedules and adapt fast when interaction and call volume spikes.<\/p>\n<\/div>

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2025 State of CX report<\/h2>\n

Unlock key insights from over 5,000 global consumers and 1,000 CX leaders.<\/p>\n<\/div>

Download now<\/div><\/div><\/div>
\"Access<\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=“%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D“][vc_row][vc_column width=“7\/12″][vc_column_text css=““]<\/p>\n

Accelerate your future-ready contact center with AI-Powered Experience Orchestration<\/h2>\n

Deliver the future of customer and employee experience today. Genesys Cloud allows your organization to provide cutting-edge tools to your employees that make work easier while providing better customer experiences. And with native AI included, you get everything from predictive routing to automatic interaction analysis and summaries.<\/p>\n

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Make experiences better with AI<\/h3>\n

Artificial intelligence is seamlessly integrated throughout the Genesys Cloud platform, meaning every experience is AI-powered. Customers and employees alike will have the right interactions at the right times, no matter what \u2014 so answers are easier to find, frustrating experiences are limited or eliminated, and journeys don\u2019t get abandoned before they\u2019re resolved.<\/p>\n

Intelligent predictive routing ensures that customers always connect with the agent best suited to serve them, whether that\u2019s the first available or an expert in a particular issue. An AI-powered Agent Copilot assists throughout the process, providing real-time support and next-best steps along the way. And with full context and conversation history management, customers get an omnichannel experience that\u2019s smooth no matter who they\u2019re talking to.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=“middle“ el_class=“form-card bgc-lgray“][vc_column_inner width=“1\/2″][vc_single_image image=“568534″ alignment=“center“ css=““ rounded_corners=“rounded-lg“][\/vc_column_inner][vc_column_inner width=“5\/12″ offset=“vc_col-sm-offset-1″][vc_column_text ct_style=“stat“ css=““]<\/p>\n

Orchestrate great business outcomes<\/h3>\n

Every customer is unique, with their own needs \u2014 so you should provide each a personalized journey to meet them. With Genesys Cloud, you can go beyond traditional personalization using AI to orchestrate experiences for the individual, not an audience. Use data from touchpoints everywhere \u2014 from your website to social media and beyond \u2014 to understand customer intent, anticipate their needs and connect interactions into holistic journeys.<\/p>\n

Give your agents \u2014 human and virtual alike \u2014 real-time orchestration possibilities based on a customer\u2019s omnichannel behavior pattern without complicated rules or workflows. Make it easy for service, marketing and sales teams to collaborate, breaking down silos and turning your contact center into an end-to-end hub for everything a customer could need.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=“middle“ el_class=“form-card bgc-lgray“][vc_column_inner width=“1\/2″][vc_single_image image=“568533″ alignment=“center“ css=““ rounded_corners=“rounded-lg“][\/vc_column_inner][vc_column_inner width=“5\/12″ offset=“vc_col-sm-offset-1″][vc_column_text ct_style=“stat“ css=““]<\/p>\n

Efficiently manage every experience in one platform<\/h3>\n

Give your customer service agents access to everything they need, all in one place. Integrate customer and employee experience solutions into one to increase ease of use and encourage adoption that empowers employees to improve performance.<\/p>\n

The platform gathers all relevant data into one location, meaning that historical and contextual information never slips through the cracks \u2013 so routing can always have logic behind it, not random chance. Analysis of every interaction allows agent and customer behavior patterns to be revealed, indicating opportunities for targeted coaching.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=“middle“ el_class=“form-card bgc-lgray“][vc_column_inner width=“1\/2″][vc_single_image image=“569108″ alignment=“center“ css=““ rounded_corners=“rounded-lg“][\/vc_column_inner][vc_column_inner width=“5\/12″ offset=“vc_col-sm-offset-1″][vc_column_text ct_style=“stat“ css=““]<\/p>\n

Make the contact center your source of innovation<\/h3>\n

Genesys Cloud isn\u2019t just the contact center platform of today, it\u2019s the last one you\u2019ll ever need. Born in the cloud and with native AI built in from the foundation, the Genesys Cloud platform ensures that you\u2019ll remain agile, scalable and innovative forever.<\/p>\n

In fact, with a weekly release model that allows Genesys to release over 400 new features every year, the possibilities are endless. The Genesys Cloud platform never stops evolving \u2014 because your customers\u2019 needs don\u2019t, either.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section flair=“%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D“][vc_row][vc_column width=“7\/12″][vc_column_text css=““]<\/p>\n

A\u00a0comprehensive contact center solution to power personalized experiences<\/h2>\n

Genesys makes it possible to deliver unique, personalized experiences your customers will love. You can scale to keep pace with both customer preferences and business demands. Here\u2019s why the Genesys Cloud platform gets the job done better than other platforms.<\/p>\n

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AI-powered<\/h3>\n

Artificial intelligence is native and infused throughout the Genesys Cloud platform, which means it supports smarter and faster problem solving at all levels.[\/vc_column_text][\/vc_column][vc_column width=“1\/2″][vc_column_text ct_style=“list-block“ css=““]<\/p>\n

Comprehensive platform<\/h3>\n

No more switching browser tabs and platform windows \u2014 Genesys Cloud combines customer engagement, workforce engagement and journey management in one.[\/vc_column_text][\/vc_column][vc_column width=“1\/2″][vc_column_text ct_style=“list-block“ css=““]<\/p>\n

Trusted, safe and secured<\/h3>\n

Genesys Cloud includes the strongest encryption and security protocols there are, providing safety standards and authentication you can trust.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column offset=“vc_col-lg-offset-2 vc_col-lg-8 vc_col-md-offset-1 vc_col-md-10″]

See AI-powered contact center software in action<\/h2>\n

Genesys Cloud is a leading AI-Powered Experience Orchestration platform, but you don\u2019t have to just take our word for it. See the Genesys Cloud platform in action and see how with it, you can orchestrate self- and agent-assisted omnichannel engagements, boost productivity and efficiency with AI-powered management tools, and more.<\/p>\n

Sehen Sie sich die Demo an<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=“bgc-lgray“ flair=“%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D“][vc_row equal_height=“yes“][vc_column width=“2\/3″][vc_column_text css=““]<\/p>\n

See what our customers have to say<\/h2>\n

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