Deliver better CX with Genesys Multicloud CX integrations

Appfoundry screenshot

Integrate customer experience with complex IT environments

Streamline agent and customer experiences

Empower your agents to resolve issues quickly by uniting information systems and databases in a single place. Your customers will feel the difference.

Smash the silos between channels

Bridge technology gaps to create holistic customer conversations that span channels. Link voice, email, SMS, web chat, social media, video and more.

Manage change without the pain

Easily integrate with your existing workforce management solution, and skip the costly challenge of retraining skilled staff on new tools and processes.

Deploy the Genesys Multicloud CX™ contact centre suite with ease

CRM adapters

Connect Genesys Multicloud CX with your CRM system to personalise customer journeys. The Genesys Gplus Adapter is a pre-built integration that allows you to easily integrate with Salesforce, Microsoft Dynamics or ServiceNow.

Voice integrations

Create flexible integrations with third-party voice systems, including PSTN, unified communications, voicemail, SIP proxy, standalone phones, browser-based endpoints and external IVRs.

Unified communications

Enable enterprise-wide customer service through our unified communications integration. Connect Genesys Multicloud CX to the larger organisation, and let all departments — and your agents — reap the benefits.

Artificial intelligence

Incorporate artificial intelligence (AI) capabilities across multiple channels and business units using Genesys or third-party technologies. Benefit from bots, predictive routing, speech and text analytics, AI forecasting and scheduling, and more.

APIs and SDKs

Integrate Genesys Multicloud CX functionality into your existing IT environment through Genesys SDKs and APIs. Easily build complete custom applications or integrate with third-party systems.

AppFoundry® Marketplace

Extend the capabilities of Genesys Multicloud CX through our AppFoundry Marketplace. Developed by specialised partners, the hundreds of apps available in the store add entirely new features and valuable integrations.

Marketing automation integrations

Combine the powers of Genesys Multicloud CX with those of leading marketing automation systems, such as Adobe Experience Cloud, to create new types of AI-driven and hyper-personalised customer experiences.

Business intelligence and analytics

Apply your existing business intelligence and analytics tools to the customer and employee data Genesys Multicloud CX collects, such as interaction details, routing information and operational reports.

Workforce engagement integrations

Choose your preferred recording and workforce engagement management (WEM) solutions. Pre-built API connections make it easy to combine our customer experience tools with NICE, Verint, Aspect and Teleopti.

A tightly integrated tech ecosystem for better CX

For larger organisations, creating amazing customer experiences is a challenge that can’t be solved with a single vendor. It requires a myriad of technologies, tightly integrated and coordinated among multiple vendors. The bigger the company, the more complex — and costly — its CX ecosystem becomes. That’s where Genesys Multicloud CX comes in.

Every installation of Genesys Multicloud CX is handcrafted to optimise your unique business infrastructure. Through our pre-built integrations, APIs and highly trained service experts, you can guarantee your contact centre remains flexible, reliable and prepared to deliver the best possible experience with every interaction.

The perfect fit for world-class customer experience
— at any scale

Through its open architecture and vast arsenal of integration interfaces, Genesys Multicloud CX gives administrators unmatched flexibility to adapt to the most complex IT initiatives and multicloud environments. No matter your industry, organisation size or global scale, you can deploy a powerful, industry-leading suite of contact centre capabilities with Genesys Multicloud CX.

Open APIs, open standards

With Genesys Multicloud CX, all web APIs use hypertext transfer protocol (HTTP) and JavaScript Object Notation (JSON) to send and receive data. You can choose to use web APIs directly or through client libraries. The client libraries are designed to simplify how you interact with the API and take care of much of the supporting code needed to make HTTP requests, handle HTTP responses and enable CometD.

Zero-code integrations

Most applications in Genesys Multicloud CX can be extended or customised without writing a single line of code. For example, the agent desktop web tool can be embedded easily in a customer’s home-grown web applications by setting parameters for screen pops. It also supports APIs and simulator tools, allowing you to create customised versions.

Standardised and secured authentication

Genesys Multicloud CX APIs rely on the Authentication API, which enables custom client applications to authenticate users and client applications by generating an authorisation token that the client can use to access other APIs as described in the OAuth 2.0 standard.

Developer tools and community

The Genesys Multicloud CX developer portal provides administrators with extensive libraries of sample code, detailed documentation and open developer forums, so you can accelerate customisations using your preferred programming language and development tools.

See what else you can do with Genesys

Learn more about Genesys Multicloud CX integrations

Genesys ChatQuick links
Close Widget

Genesys ChatLive Assistance