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Simplify how you connect with customers using cloud contact centre software

Run your contact centre with software that makes great customer experience easy

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Create a contact centre that’s on point, not just on call

Traditional call centres only had to provide customer support by phone. Today, contact centres need to handle much more than phone calls. Customers also want support on your website, social media channels or app.

A simple phone system won’t cut it anymore. You need to be ready to respond in real time on your customers’ channels of choice.

For that, you need cloud-based contact centre software with all the essentials built in. This includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimisation, analytics and easy ways to connect your other business systems. Genesys has you covered for all the ways you want to connect with customers.

Provide better customer support with better call centre technology

Improve the customer experience

When you can address customer issues and concerns quickly, on the channel of their choosing, you create better experiences and happier customers.

Reduce handle times

Solving problems faster reduces call durations and lowers costs. Route the right information and the right interactions to the employee best suited to help.

Increase revenue

Customers will likely spend more when the experience is great. Connect buyers with the right agent at the right moment to increase conversions and sales.

Run your contact centre with software that simplifies your day

To keep up with emerging communication channels and the consumers who adopt them, many call centres scrambled to add new functionality. This resulted in an accidental omnichannel approach, with separate point solutions cobbled together. And it created complicated systems that are cumbersome to use and expensive to manage. Contact centre software by Genesys makes omnichannel easy.

Software built for seamless channel surfing

Provide delightful customer interactions across all channels, managed in one place. No matter how customers reach out to you, we’ve got you covered.

Built from the start to handle any channel, our contact centre software follows the conversation everywhere. It turns calls, emails, chats, social comments and instant messages into a seamless conversation, all within a single tool. You can stop thinking channels and start thinking experiences.

Intuitive user interface that's designed for your teams

Make sure you’re not overlooking good user experience. Poorly designed software takes longer for your customer service teams to learn to use — and can delay tasks.

Our contact centre software is designed in close collaboration with the agents and admins who actually use it. The user interface is easy to learn, easy to use and easy to manage. And that translates to a boost in your contact centre productivity — and in your bottom line.

Modern, secure cloud architecture

Many simple cloud solutions force you to make trade-offs with functionality, reliability or flexibility.

With Genesys cloud contact centre software, you get a multi-tenant, microservices architecture you can trust — with the scale, flexibility and security you need. Our code goes through extensive automated unit and integration testing to check the performance of individual components and how they work together. And our dedicated team of security and privacy experts works hard to keep you protected from threats.

Constant innovation and continuous deployment

Legacy call centre software is synonymous with large upgrades and forced downtime, which make staying current hard and expensive.

Genesys makes it easy to keep up. Our R&D team is constantly innovating. Our DevOps model means new functionality is regularly available with the refresh of a browser. So your updates are painless, low-risk events with no downtime.

You get rapid access to new functionality, including innovations in artificial intelligence (AI)-powered customer and employee journeys. That’s why thousands of businesses trust our award-winning software to power their customer conversations — now and in the future.

"Genesys worked very well with us as partners. Their strategy mirrored our strategy and our thought process, so it was a natural choice to go with Genesys. Together we continue to strive for the best in customer service."

Paul Akister

Director of Contact Centers

British Telecom

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Contact centre software that has everything you need to personalise experiences

Voice essentials

Voice is the original contact centre channel. Simplify and scale your telephony. VoIP and SIP trunking and IVR and ACD tools give you the power to handle phone calls.

Digital channels

Make it easy for customers to get what they need, no matter how they reach out. Use the same ACD to route interactions from digital channels like live chat, email, messaging and social.

Self-service

Always be on, even if you’re not open. With self-service options including voicebots and chatbots, your business can provide 24/7 support, without all the costs.

Workforce management

Get everything you need to make your teams happy and effective. Quickly generate forecasts and schedules, monitor quality and adherence and engage and empower your employees.

Reporting and analytics

Gain powerful insights. Dashboards with real-time data and historical reporting make it easy to understand your business and manage customer experiences across all channels.

Easy integrations

Make your contact centre software more powerful and customised. Easily deploy and administer out-of-the-box integrations for your CRM solution and other critical business tools.

Call Centre Software Resources

Midsized Call Centres take a Digital-first Approach

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Considerations for consolidating call centre technology

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The call centre technology migration playbook