AI-powered contact centre software
Get the features you need to reach your business goals in a comprehensive platform
Get the features you need to reach your business goals in a comprehensive platform
Discover unified Contact Centre as a Service (CCaaS) capabilities including voice, digital, AI, journey analytics, customer engagement and workforce management in the comprehensive Genesys Cloud™ platform. A rich set of open APIs, prebuilt integrations and our expansive AppFoundry® Marketplace make it possible to drive business growth, customer loyalty and employee productivity — all while reducing costs.
Deliver connected experiences that
strengthen customer relationships.
Shape business outcomes and reduce customer and employee effort.
Accelerate resolutions and revenue with the right engagement at the right time.
Empower and engage employees with AI tools that make day-to-day work easier.
Safeguard your data and comply with regulations as you scale.
Evolve continuously while eliminating patchwork solutions and vendors.
Deliver the future of customer and employee experience today. Genesys Cloud allows your organisation 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.
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 — so answers are easier to find, frustrating experiences are limited or eliminated, and journeys don’t get abandoned before they’re resolved.
Intelligent predictive routing ensures that customers always connect with the agent best suited to serve them, whether that’s 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’s smooth no matter who they’re talking to.
Every customer is unique, with their own needs — so you should provide each a personalised journey to meet them. With Genesys Cloud, you can go beyond traditional personalisation using AI to orchestrate experiences for the individual, not an audience. Use data from touchpoints everywhere — from your website to social media and beyond — to understand customer intent, anticipate their needs and connect interactions into holistic journeys.
Give your agents — human and virtual alike — real-time orchestration possibilities based on a customer’s 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 centre into an end-to-end hub for everything a customer could need.
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.
The platform gathers all relevant data into one location, meaning that historical and contextual information never slips through the cracks – 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.
Genesys Cloud isn’t just the contact centre platform of today, it’s the last one you’ll ever need. Born in the cloud and with native AI built in from the foundation, the Genesys Cloud platform ensures that you’ll remain agile, scalable and innovative forever.
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 — because your customers’ needs don’t, either.
You can expect more from the Genesys Cloud platform because we’re a leader in the CCaaS industry. If you can dream it you can do it with Genesys — 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.
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.
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.
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.
There are more ways to be online than ever before. And every new channel that’s developed is a new way for your customers to interact with your brand. The Genesys Cloud platform doesn’t just allow you to be present on each — it gathers all channels together in one place, so your customer support agents have access to a customer’s holistic online journey.
Your customers aren’t your brand’s only critical audience — 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.
Genesys Cloud is a leading AI-Powered Experience Orchestration platform, but you don’t 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.
Genesys makes it possible to deliver unique, personalised experiences your customers will love. You can scale to keep pace with both customer preferences and business demands. Here’s why the Genesys Cloud platform gets the job done better than other platforms.
Artificial intelligence is native and infused throughout the Genesys Cloud platform, which means it supports smarter and faster problem solving at all levels.
No more switching browser tabs and platform windows — Genesys Cloud combines customer engagement, workforce engagement and journey management in one.
Genesys Cloud includes the strongest encryption and security protocols there are, providing safety standards and authentication you can trust.
Genesys makes it easy to deliver better customer and employee experiences. Request a free demo to see how our cloud contact centre software enables great customer service, accelerates the impact of your customer experience team and drives results for your business. Simplify your contact centre operations and ease demands on IT. Give your service teams more time to focus on what matters most — your customers.
We’ll contact you directly to set up a date and time that works with your schedule.
Call/contact centre software is a technology platform that enables organisations to manage customer interactions efficiently. It includes features for routing, tracking and recording calls, as well as tools for managing customer data and analytics. Call centre software helps agents handle inquiries, resolve issues and provide customer support. It can be deployed on-premises or in the cloud and may incorporate various communication channels like voice calls, chat, email and social media to enhance customer service operations. Learn more →
The best call centre software depends on specific business needs. Popular options include Genesys, known for their flexibility, scalability and feature-rich solutions. Salesforce Service Cloud integrates with CRM systems seamlessly. It’s crucial to assess your requirements, budget and integration needs to determine the best fit for your call centre.
Call centre reports and analytics are critical to the success of any customer service team. Call centres track and report on KPIs and other predefined metrics; this data gathering and analysis is the core of call centre analytics. This data provides insights into overall call centre efficiency and productivity; the effectiveness of existing customer journeys; and the performance of agents and supervisors alike. Learn more →
No, Genesys is not a call centre. Instead, Genesys provides support to call centres and contact centers around the world by delivering a leading AI-Powered Experience Orchestration platform, Genesys Cloud, as well as other services that help businesses provide the best customer service possible, 24/7. Learn more →
Contact Centre as a Service (CCaaS) is a cloud-based solution that provides businesses with the infrastructure and tools to set up and manage their customer contact centres. It includes features like voice, chat, email and social media channels, allowing agents to interact with customers. CCaaS offers scalability, flexibility and cost-effectiveness as it eliminates the need for on-premises hardware and provides access to advanced customer service capabilities via a subscription-based model. Learn more →
Call centres and contact centres are related types of customer service entities, with one important difference. A call centre traditionally responds only to voice calls, whether they’re delivered by telephone or by voice over internet protocol (VoIP). But a contact centre can respond not only to phone systems, but also to text chat, SMS, social media queries, and any and all other channels customers might use to seek out help. Learn more→
A customer relationship management software solution is a tool that a contact centre might use to make customer service agents’ jobs easier. A CRM system organises data on customers and prospects that is gathered during the customer journey; that data is used to ensure anyone who interacts with that customer is delivering what they are looking for. The more you know about a customer, the easier it is to serve them, personalise the process and ensure the customer’s needs are being met. Learn more →
Pick the perfect plan for your business — our flexible pricing is designed with you in mind. Learn more→
Genesys has a number of competitors at different levels of the CCaaS industry. For example, some enterprise software providers, like Amazon and Cisco, offer software that either does a similar job to the Genesys Cloud platform or can work in concert with it. In fact, Genesys partners with some of these — for example, Amazon Web Services is a strategic partner of Genesys.
In terms of direct competition, there are a number of businesses that offer CCaaS platforms that attempt to do what Genesys Cloud does. Five9, NICE and 8×8 are a few providers that get considered alongside Genesys.
