Automate calls, improve customer experience and increase efficiency of your call centre in just a few hours using our drag-and-drop builder.
An all-in-one IVR and routing engine shares collected customer data for better routing, handling and reporting–all in one platform.
One thing better than a good on-hold experience is no hold at all. Our callback option lets customers request a call from the first available agent, instead of sitting on hold.
Use the included library of prompts—available in many languages—right ``out of the box`` or record your own through a web interface.
Callers can use the telephone keypad or speak naturally using built-in Automatic Speech Recognition (ASR) and Natural Language Understanding (NLU).
Collect information that gets your customers to the right agents based on skills or expertise, IVR choices, wait time and other criteria.
A cloud contact centre platform lets you adapt to business needs and make changes quickly.
Increase your efficiency by combining core call centre functionality into a single platform built to scale as your needs grow.
Optimise your IVR and reduce call volume by automating repetitive inquiries. When live assistance is needed, agents have customer information right at their fingertips.
Get your customers what they need, when they need it, with an effortless self-service experience. With omnichannel support, your customers win.
Create menus of pre-defined or custom actions using a drag-and-drop web interface. Actions include greetings, transfers, prompts, digit collection, data dips, sub-menus and more.
Provide quick access to information like account status, bill payments and other common requests for effortless self-service.
“The Genesys Cloud platform changed the way we communicate and engage with our customers. We now have an all-in-one platform that’s very easy to use, but also incredibly powerful.”
Alexander Barr, Customer Services Director, Actavo.
We help your business seamlessly scale as your customer support needs grow.
Don't rely on technical resources or outsourcers for ongoing updates such as prompts for emergency messages, updating menus, and more. These changes can take only seconds.
One-click voice-prompt management along with version history and rollback of changes. Enables quick and secure deployment and testing.
Relevant and easy-to-use analytics help you measure and understand the paths your customers have taken through the IVR. Know exactly how your customers are navigating.
Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
