Genesys Multicloud CX

Enterprise contact centre software. Every experience.
Any cloud.

Genesys Multicloud CX™ fits your business, cloud
infrastructure and CX ecosystem.

Multicloud cx hero banner

Create experiences as distinctive as your brand

Create holistic, personalised experiences that delight your customers, engage your employees and position your company for what’s next. The Genesys Multicloud CX™ platform is the contact center solution of choice for leading global businesses to create one-of-a-kind experiences at scale.

Unify voice and digital channels, self-service, work items, and inbound and outbound interactions through native capabilities and best-in-class integrations. Deployable on any cloud, Genesys Multicloud CX is a future-proof solution that adapts to your unique customer experience (CX) ecosystem.

Genesys Multicloud CX Video Thumbnail

Deliver limitless experiences with Genesys Multicloud CX

Stat 80 globe

regional contact centres

Stat 73 mobile

calls each year

Stat 1 cloud

cloud contact centre platfom

CX your way

Your unique business

Build a cloud contact centre that delivers your specific business goals by combining the right people with the right technology, powered by artificial intelligence (AI). Forge deeper connections with your customers and become a loyalty leader in today’s digital economy.

Your ideal ecosystem

Bridge your technology and data silos to create holistic customer conversations that span every channel. Unite the best native capabilities and third-party solutions to orchestrate amazing experiences for your customers and employees.

Your preferred cloud

Deploy Genesys Multicloud CX across the cloud platform of your choice, including Microsoft Azure, Amazon Web Services (AWS) and Google Cloud. It’s available through public or private cloud models to maximize control over ​​infrastructure, deployment and administration.

See what Genesys Multicloud CX can do

Choose from a powerful suite of all-in-one channels and applications, where the context and content of a customer’s journey are never lost, and employees have the information they need in a tool they’ll love using — even when they’re working remotely.

AI-optimised operations

AI-optimised operations

AI-powered bots

To complement your self-service strategy, render bots across all channels — from web and mobile to messaging apps and voice. Intent classification ensures that your customers are connected to the right self-service process or agent skill, improving containment and FCR.

Predictive routing

Predictive routing harnesses the power of AI to get the results you define as most important. Whether your goal is to improve customer satisfaction, increase efficiency or drive revenue, you can customise the model that determines the best agent-to-customer match.

Predictive engagement

Predictive engagement lets you proactively observe and analyse customers’ attributes and behaviours when they’re on your website or interacting with your contact centre. You can better predict what customers are trying to achieve when they interact with your brand — and respond accordingly.

Customer self-service

Customer self-service

Speech-enabled IVR

Provide customer self-service and agent-assisted service with IVR flows you can administer yourself while leveraging the industry’s best speech recognition capabilities. And, if an agent is needed, seamlessly transition the customer — with full context — to the right agent at the right time.

Voicebots

Simplify the customer journey with conversational voicebots that move freely across interactions and channels. Manage, unify and orchestrate any bot across phone calls, webchat, mobile messaging and smart speakers.

Chatbots

Give customers 24/7 self-serve assistance with artificial intelligence (AI)-powered chatbots. Integrate voicebot and chatbot interactions using built-in Genesys bots and third-party options from your favourite cloud vendors.

Security and reliability

Security and reliability

Proactive security

Genesys Multicloud CX maintains strong encryption, logical isolation, stringent multi-tenant security standards and multi-factor authentication. Industry-leading monitoring tools and quality assurance processes make sure that our security experts proactively find issues long before they affect you.

Comprehensive risk management

A comprehensive approach to security safeguards your critical data and protects your assets from threats. We take a multi-faceted approach to mitigating risk, including ensuring that the entire Genesys ecosystem is thoroughly monitored and evaluated for potential risks.

Industry compliance

Genesys maintains multiple key industry and regional certifications, including GDPR. This means your business can ensure that your customers’ data remains private and that your operations comply with critical regulations — regardless of your industry or location.

Digital channels

Digital channels

Chat

Web chat lets you quickly resolve any customer situation, enabling your agents to respond immediately, or proactively step in if a transaction stalls. Easily transition from a self-service chatbot to a live agent with full interaction and customer context.

Email

With Genesys Multicloud CX, email is integrated into the consistent omnichannel experience your business provides. Set up appropriate auto-responses and route emails to the right agent group based on content analysis.

SMS and messaging apps

Interact with customers through text messages, Apple Business Chat, WhatsApp and Facebook Messenger. Context and content are never lost, and conversations can resume at any time — right where they left off.

Inbound

Inbound

Skill- and cost-based routing

Inbound voice routing uses your company’s defined business priorities to segment and prioritise interactions by agent skill and cost-effectiveness. This enhances your ability to meet your SLAs for all voice interactions — without creating complex routing strategies or adding resources.

Callback

Offer customers the convenience of a callback. Callers keep their spot in line — but instead of waiting on hold, they can request a callback when an agent is available or at a convenient, scheduled time. You can also provide this option from your website or mobile app.

Workload distribution

Manage automated processes for workstreams across an entire organisation. Create a streamlined process flow that includes SLAs for tasks across an entire company and integrates with a variety of systems (ERP, CRM, etc.) — even homegrown integrations.

Outbound

Outbound

Campaign management

Create long-lasting opportunities with advanced outbound campaigns. The built-in Genesys Multicloud CX automated outbound dialler has the features, power, scale and flexibility you need to manage campaigns, assign rules, import lists, automate jobs and report on results.

Inbound/outbound blending

Genesys outbound software supports blended agents. By blending inbound and outbound calls — either to a specific agent group or to the entire population of agents — you can increase agent utilisation, reduce overall call wait times and smooth overall call volume.

Proactive notifications

Reach out proactively in a timely, personalised and contextual way. Automate notifications using voice or SMS to save time and keep customers informed.

Compliance rules

Every uploaded contact record is enriched with global compliance data. This feature enables business users to consistently adhere to global and regional regulatory requirements.

Workforce engagement

Workforce engagement

Interaction recording

Monitor engagements across channels with interaction and screen recording. Ensure that your team provides customers with accurate information. Monitor productivity to help employees work more efficiently. Protect your business with transaction recordings that hold up in a court of law.

Interaction analytics

Unlock key insights within customer interactions. With interaction analytics, you have a single application to analyse conversations across all channels in the exact same way. Mine recordings for specific phrases that indicate key events in customer experience, agent performance, sales and compliance.

Resource management

Genesys Workforce Planning tightly integrates your contact centre platform and routing. Easily manage employees across locations, communication channels, skills and work items. Boost efficiency while reducing costs associated with overtime and employee turnover.

Integrations and apps

Integrations and apps

CRM integrations

Built-in integrations deploy quickly, configure easily and provide intelligent routing for all interaction types, automated logging and screen pops. Pre-built CRM integrations are available for Salesforce, ServiceNow and Microsoft Dynamics 365.

AppFoundry Marketplace

Whether you want to integrate with a business intelligence system or introduce capabilities like agent gamification, our growing AppFoundry® Marketplace has a solution to meet your needs. Genesys Multicloud CX also offers native availability to integrate with third-party workforce management systems.

APIs and SDKs

Build what you envision, in any programming language, using the same fully secured and versioned public REST API that Genesys developers use. Our APIs, SDKs and open-source projects are continually updated, and our developer community is eager to help.

Reporting and analytics

Reporting and analytics

Historical reports and analytics

Measure contact centre KPIs on day one. A collection of more than 30 voice and digital reports based on industry best practices are available out of the box. Make decisions using historical insights collected on agents, agent groups, queues, routing points and more.

Real-time monitoring and analytics

Monitor and analyse your contact centre activity in real time. With the dashboard tool, you can equip users with dashboards that allow them to fulfil their own reporting needs. Users can generate data visualisations, combine multiple reports into a single view and create unique reporting stories.

Designer analytics

Analyse the behaviour of your self-service and assisted-service applications in real time. Dashboards allow you to quickly diagnose faults, navigate problems and identify situations that affect your business performance.

video-thumb-vodafone

Allies make for great customer experiences

Orchestrating amazing experiences requires myriad technologies, tightly integrated and coordinated among multiple vendors. Genesys Multicloud CX optimises your unique infrastructure through pre-built integrations, APIs, service experts and a continually growing network of global partners.

What our customers are saying

Logo microsoft azure white on accnt navy
Logo aws white on accnt navy
Logo google cloud white on accnt navy.svg

Cloud on your terms

From straightforward to sophisticated, there’s virtually no end to the ways you can deploy and use Genesys Multicloud CX. It’s the only leading Contact Centre as a Service solution to offer the choice of any cloud configuration you desire. Maximise existing commitments with the ability to deploy on any major cloud platform, including AWS, Google Cloud and Microsoft Azure.

Our decades of experience can help you create a unified CX infrastructure that delivers one-of-a-kind experiences your customers will love. Among many other features, you’ll get:

  • A single code base deployed via containers for public or private deployments
  • The ability to push new features to your test environment before deploying to production
  • Multi-region failover for maximum resiliency

Discover your cloud deployment type

There are five cloud deployment types every contact centre should consider. Explore the benefits of each — and determine which approach is right for you.

Graphic multicloud

Secure. Resilient. Compliant.

Genesys Multicloud CX software meets and exceeds modern security standards. Key third-party certifications and rigorous regulatory compliance mean you can trust that customer and business data remain private — no matter your industry or location.

Logo pci
Logo aicpa
Logo iso27001
Logo hipaa
Logo scc privacy shield
Logo hitrust
Loog fedramp
Logo ccp act
Logo gdpr

1. Genesys also uses Standard Contractual Clauses for data transfers to the United States. 2. Only available for Genesys Multicloud CX.

Maximise your Genesys solution

Partners

Enlist the partners and technologies you need to realise your vision. Benefit from expert service partners every step of the way — from mapping your systems, processes and journeys to helping you build the most ideal solution.

Professional services

Stay one step ahead of the competition and get the most out of your Genesys investments. Get up and running quickly using Genesys implementation methodologies, and maximize the capabilities of Genesys Multicloud CX.

AppFoundry Marketplace

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

Freedom to choose what you want, when you want

Multicloud pg genesys choice img

Genesys Choice

The Genesys Choice pricing model empowers CX operational leaders to take charge, experiment and innovate with robust flexibility and control. Turn services on and off as needed, scale up or down, and burst at a moment’s notice. Start building a differentiated customer experience that’s agile and responsive to changing market conditions and seasonal demands. With Genesys Choice, our entire offering is made transparent to you, so you know exactly what you’re paying for and why.

Envelope cloud navy

Deliver CX your way

Genesys Multicloud CX lets you create frictionless CX your way. Evolve your customer experience on your own terms, so no matter what the future brings, you’ll have the technology you need to continue orchestrating empathetic, one-of-a-kind experiences. Control your infrastructure, deployment, and management and get the advantages of any cloud — without compromise.

Request a demo today to see how Genesys Multicloud CX can empower your company to reap the benefits of a sophisticated omnichannel solution that unites with your existing systems, scales to your demands and evolves to continually exceed customer expectations.

Thank you for your interest.

We’ll contact you directly to set up a date and time that works with your schedule.

Genesys ChatQuick links
Close Widget

Genesys ChatLive Assistance