Genesys Connect Customer Experience Solution

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A flexible, all-in-one platform meets your needs

The demands of customer service change constantly. Customers want to engage in the channel that best suits their preferences. And for today’s customer, good service isn’t just nice to have—it’s essential. To give those customers the experience that they want takes a flexible and reliable contact centre platform.

The Genesys Connect™ platform is the only true, all-in-one omnichannel contact centre and communications solution recognised as a leader in both cloud and on-premises markets. Get the richest set of capabilities—built from the ground up—to be certain that you’re operating with maximum reliability, flexibility and control.

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Business Automation

Capture all work items from all sources and find the best resource across your organisation with business automation

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Collaboration Tools

Unite your team and create a more effective workforce

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Forecasting & Decisions

Plan better with Decisions, a vendor-agnostic, what-if analysis, staff- and budget-planning system for contact centres.

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Digital

Master omnichannel touchpoints for personalised customer experiences and consistent customer journeys

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Simplify management and reduce costs

Unifying communications across your company reduces complexity, simplifies administration, improves efficiency and reduces total cost of ownership. And doing all of this without disrupting existing systems is key to ensuring a consistent customer experience.

Built on a simple, all-in-one architecture, the Genesys Connect platform enables you to consolidate contact centre and business communications infrastructures. Because the Genesys Connectplatform was developed on an open and standards-based architecture, it easily provides high performance for small to mid-sized businesses while integrating with external data and features.

Adapt—don’t just react—to shifting business requirements

Respond without delay as your business needs evolve. Being able to pivot and add new functionalities to meet a range of requirements and speed up time-to-value has never been more critical.

The Genesys Connect platform offers the broadest and deepest set of omnichannel and business communications solutions, built from the ground up to interoperate on a single platform. Because it’s based on a microservices architecture, capabilities aren’t interdependent, so a single error won’t devastate the whole system. Use features selectively based on your needs and add new capabilities quickly and easily as your business grows. The Genesys Connect platform also integrates seamlessly with all of your systems, including CRM systems from Salesforce, Oracle and Microsoft, as well as various workforce management tools and communications systems.

Customise to meet specific contact centre demands

A customer engagement platform should meet all of your business needs. Proven with thousands of customers, the Genesys Connect platform is extremely flexible and can handle any routing or team requirements. Modify solutions, services and how you pay to meet your unique business needs, today and in the future.

Choose the tools and resources that you need for your business. Don’t pay for tools that you don’t use.
Scale-up and down to meet seasonal fluctuations and navigate the peaks and valleys of your business.
Migrate to the cloud on your terms and when you’re ready—the same great features are available.

Backed by years of experience and success

You want a contact centre platform with staying power. And you have to be confident that your solution and vendor will continue to innovate and grow with the market. Rest easy with the knowledge that your contact centre software is a mature and proven solution that’s built on nearly three decades of industry experience. Thousands of customers worldwide rely on the Genesys Connect platform to create meaningful customer experiences. And Genesys is the only recognised market-leading contact centre vendor for both cloud and on-premises solutions. With the Genesys Connect platform, you’re covered today and into the future.

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Inbound

Make it easy to connect with your business. Offer support and exceed expectations across channels.

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Cloud Security

Ensure the security of your cloud-based contact centre

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Customer Self-Service

Create a self-service experience that's omnichannel, personalised and conversational—and let business users adjust it to their needs

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Workforce Optimisation

Achieve employee engagement success and realise greater operational efficiency with Genesys Workforce Optimisation

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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.