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Capabilities
- Capabilities
- Call Centre Software
  - - - Contact Centre Software
        Make it easy for people to contact your business — when they want to and on the channel they prefer.
        Learn more
  - - - Automatic Call Distribution
        Send customers to the right agents
    - - Email
        Include email in your customer journey
    - - Chat
        Solve customer issues, no phones required
  - - - Inbound Contact Centre
        Deliver a seamless customer experience with every interaction
    - - Social
        Drive customer experience on new channels
    - - Messaging / SMS
        Connect with your customers in ways they want
- Digital Sales and Service Automation
  - - - Digital sales & service automation
        Know who’s visiting your website and why. Then automatically direct them to the next best step.
        Learn more
- Workforce Engagement Management
  - - - Workforce Engagement Management
        Craft a great call center culture. Use modern tools and technologies to engage teams and customers.
        Learn more
  - - - Forecasting
        Make the right plans for your call centre
    - - Business Automation
        Make the best choice at any given time
    - - Improving Agent Performance
        Engage your team for maximum success
- Reporting and Analytics
  - - - Reporting and Analytics
        Get a complete view of your call centre activities. Let data inform decisions and drive customer experience.
        Learn more
- Integrations and Apps
  - - - Integrations and Apps
        Connect business-critical systems or add new tools and functionality to your call centre software.
        Learn more
  - - - AppFoundry
        Find a quicker path to market with a feature-rich app marketplace portal.
    - - Google Cloud Contact Centre AI
        Better customer experiences made easy with advanced technology from Genesys and Google.
- View all capabilities
Platform
- Genesys Cloud
  - - - Genesys Cloud Platform
        Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.
        Explore Genesys Cloud
- Genesys Cloud
  - - - Genesys Cloud Platform
        Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.
        Explore Genesys Cloud
- What's New
  - - - Genesys Innovations
        Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.
        Explore Innovations
- Migration
  - - - Migrations
        The cloud awaits. From on-premises to cloud, cloud to cloud, or from one Genesys solution to another — we’re here to guide you through the process and make sure it’s a smooth move. Learn more about our guided approach to contact centre migrations.
        Explore Migrations
  - - - Customer Migrations
        Level up your Genesys solution to Genesys Cloud
    - - Premises to Cloud Migrations
        See where Genesys Cloud can take your contact centre
    - - Cloud to Cloud Migrations
        Take your CX to new heights with Genesys Cloud
Product
- Products
- Genesys Cloud
  - - - Genesys Cloud
        Genesys Cloud creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Provide exceptional experiences for employees and customers and reap the benefits of speedy deployments, reduced complexity and simple administration — transforming your contact centre into an experience centre.
        Explore Genesys Cloud
- Genesys Engage
  - - - Genesys Engage
        Genesys Engage combines world-class intelligent routing, real-time contextual journeys and tools for digital transformation. These capabilities make customer experience your competitive differentiator — setting you up to deliver competitively superior experiences and digital transformation at any scale.
        Explore Genesys Engage
- Use Case
- Customer Service
  - - - Customer Service
        Get the tools and technology you need for your contact centre, customer experience and IT teams.
        Learn More
- Marketing
  - - - Marketing
        Make customer experience a priority. Use call centre data to drive sales and marketing campaigns.
        Learn More
- Sales
  - - - Sales
        Reach out to customers at the right time. Follow the customer journey to increase conversions and sales.
        Learn More
- For PureConnect information, click here
  - - - Genesys Innovations
        Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.
        Explore Innovations
Resources
- Resources
  - - - Resources
        Improve your customer experience and contact centre operations with these resources, including professional white papers, in-depth executive briefs and on-demand videos.
        View all Resources
  - - - EBook
        Genesys helps organisations during the COVID-19 pandemic
        Research Report
        Limit the Business Impact of the COVID-19 Coronavirus Outbreak by Improving Infrastructure Resilience
        Research Report
        2020 Gartner Magic Quadrant for Workforce Engagement Management
- Explore Genesys resources
- PureConnect
  - - - Genesys PureConnect
        Available both on-premises and in the cloud, the PureConnect™ platform is the omnichannel contact centre solution for mid-market to large organisations. Simple to administer and built to integrate with your other systems, you can tailor this platform to meet your specific needs and unlock additional features with subscription licences.
        Explore PureConnect
- What's New
  - - - Genesys Innovations
        Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.
        Explore Innovations
- Resource Centre
- Events
  - - - Events
        Meet us and see our call centre solutions in action at an upcoming Genesys event or industry trade fair.
        All Events
- Customer Stories
  - - - Customer Stories
        See how Genesys call center and customer experience solutions help businesses succeed.
        View All
  - - - Bank of Ireland
        Check out the story
        Bank of Ireland Digital Transformation takes Bank of Ireland to the next level of customer service [templatera id="15410"]Garvan Callan, Director of Customer, Digital and Innovation at Bank of Ireland speaks about how Genesys allowed them to personalize their contact center with digital solutions and how it transformed the way they interact with their customers.[fiblock] Solutions Genesys Customer Experience Platform Genesys Omnichannel Desktop
        EE Retail
        Check out the story
        EE Retail Boosts Performance and Employee Engagement Through Performance Management [templatera id="15410"]EE is the UK’s most advanced digital communications company and aims to deliver the best network and customer service to its customers, so that they trust EE with their digital lives. To do this, the company recognised that it was vital to invest in a strategic performance management programme to support its 5,000+ employees across 735 retail stores. Social media, review sites, online communities and price comparison sites are making customers exceptionally knowledgeable, so EE’s employees need to be experts. To rise to this challenge, EE is using Genesys Performance DNA to help implement robust performance management that enables retail staff to take ownership of their own development. The solution allows people to learn more dynamically, and to focus on key subjects and access relevant training materials at the time they want to. A variety of media and vehicles are being used to make learning more rewarding and fun. In addition to saving time and money by targeting performance gaps and enabling innovative learning online, EE is better able to manage its accreditation process and evidence compliance.[cutoff] Benefits Massive cost reductions by reducing location-based training Much higher levels of employee engagement and individual performance Robust accreditation and evidenced compliance [fiblock][genesysbutton gb_link="url:https%3A%2F%2Fgenbin.genesys.com%2Fmedia%2FEE-Retail-SS-UK.pdf|title:Download%20the%20Case%20Study|target:%20_blank|"]
        British Telecom
        Check out the story
        British Telecom Prioritises Customer Interactions to Ensure Better Service [templatera id="15410"]Learn how British Telecom made it a priority to understand why a customer has contacted them in order to better resolve their query and ensure satisfaction. British Telecom has prioritised their workforce management and optimised workload management so that customers are assisted by the best skilled resource. They have also modernised the contact centre, replacing their legacy hardware with a SIP-based Genesys solution. The result is reduced costs, increased efficiencies, and a better overall customer experience.[fiblock][cutoff] Solutions Genesys Workforce Management Genesys Enterprise Workload Management Genesys Outbound Genesys SIP
- Blog
  - - - Blog
        Gain insights from customers, employees, industry professionals and thought leaders.
        Read More
  - - - 28/05/2020
        3 Phases of Moving to a Cloud-Based Contact Centre
        22/05/2020
        Tracking the Shift in Remote Contact Centre Workers Amid COVID-19
        20/05/2020
        Business Continuity and Engagement in the Digital Age
- Partners
  - - - Partners
        As a partner or independent consultant, you can count on Genesys for the technology, rewards and opportunities to grow your business. Customers can take advantage of a wide range of Genesys partners to move your project from planning to execution and beyond.
        Learn More
  - - - AppFoundry
        Reach new markets and grow your business as a partner
    - - Partner Network
        Maximize potential for your business and your customers
    - - Independent Consultants
        Give clients more efficient solutions and services
- Learn
  - - - Learn
        Apply best practices, skills and understanding to design, implement and sustain a successful strategy. Genesys Customer Success gives you access to expertise that’s built on years of experience powering the best interactions around the world.
        Learn More
  - - - Genesys Training
        Choose from a variety of platform and role-specific learning paths
    - - Learning Subscription
        All-access pass to PureCloud training resources and certifications
    - - Knowledge Network
        Access a collection of resources, tools and expert advice
- Glossary
  - - - Glossary
        Definitions of contact centre, call centre and customer experience terms
        Learn More
  - - - Auto Dialler
        Automatically dial customer telephone numbers
    - - Back Office Optimisation
        Improve CX Across the Customer Lifecycle with Back Office Optimisation from Genesys
    - - Contact Centre CRM
        Provide a real-time, personalised customer experience across all channels
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Genesys – Powering Exceptional Customer Experiences

Explore this infographic to see our credentials as the world’s #1 Customer Experience Platform.

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.

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