Sales engagement platform

Business Automation

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

Unified communications and collaboration

Enable easy collaboration and communications — all from a single platform or third-party solution.

Forecasting & Decisions

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

Inbound

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

Workforce Optimisation

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

Outbound

Build customer relationships with timely, personalized and contextual proactive communications across any channel

Predictive routing

Use AI to match customers to the employees most likely to deliver the best service and KPIs in real time.

System Integrations

Improve your customer experience by integrating your contact centre with existing systems and applications

Voice Services

Voice capabilities are an integral part of your communications strategy. Leverage technology to maximise usefulness for your business.

Live chat

Chat with your prospects and customers in real time to solve issues quickly — no phone call needed.

Call Centre Software

Take customer experience to the next level with the leading cloud contact centre technology.

SMS messaging

Use familiar mobile channels to touch base with your customers without disrupting their day.

Email

Give email the attention it deserves. Upgrade your email support capabilities with management tools that are built-in to your contact centre desktop.

Interactive voice response (IVR)

Drive better customer experiences while making your business more profitable, versatile and scalable with Genesys call centre software and IVR systems.

Customer Journey Management

Co-browse and screen share

See why your customers are reaching out in real time. Show them how to resolve their issues.

Chatbots

Provide better answers faster with native or third-party, AI-powered chatbots that understand context.

Integrations and Apps

Maximise your investments; integrate existing technologies and the skilled employees who use them with Genesys solutions.

Voicebots

Build voicebots with natural language understanding (NLU) and automate more voice conversations.

Predictive Web Engagement

Use AI to proactively engage online customers in the moment of truth with the next-best offer or resource.

Analytics and reporting

Empower your teams with easy-to-use tools and relevant data. Unlock interaction insights that make it easy to deliver cross-channel customer experiences.

Reporting integration and export

Get valuable insights with custom call center reports and dashboards. Then share those insights easily.

Artificial intelligence

Orchestrate and personalise omnichannel customer journeys at scale with easy-to-use AI.

Gamification

Help employees meet performance objectives with actionable, real-time insights that drive results.

Speech and text analytics

Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.

Workforce engagement management

Give your employees the tools, support and growth opportunities they need to truly love what they do.

Artificial intelligence and automation

Power omnichannel experiences. Meet customers’ needs with bot support, data-based insights and more.

Genesys Cloud™ Salesforce integration

Bring your CRM and CCaaS solutions together with a pre-built Genesys Cloud integration for Salesforce.

Genesys Cloud™ integrations

Bring systems together with ease. Create unique experiences quickly and build without limitations.

Knowledge management tools

Provide the right information every time with AI-powered knowledge management tools.

Quality assurance and monitoring

Record every interaction across channels without losing data for Voice of the Customer (VoC) insights.

Customer journey orchestration

Optimise engagement based on each customer’s preferences, current goals and prior experiences.

Customer journey data management

Transform customer data silos into journey data pipelines that fuel analytics, modeling and orchestration.

Customer journey analytics

Measure, monitor and optimise customer experience and your targeted business KPIs.

Agent Assist

Provide customer service agents with real-time AI assistance to improve both the efficiency and quality of customer interactions.

ACD

Ensure every customer gets the right support every time with skills-based and intelligent routing.

Work automation and task routing

Use accurate, consistent data to make more informed decisions across your back office.

Social media

Meet customers on the popular platforms they already use to build positive customer experiences.

Digital customer engagement

Support your teams with an all-in-one suite of digital capabilities — or with your own solution.

Employee performance management

Get superior performance using gamification. Supervisors gain instant insights into team and individual performance. And employees see their results in real time to drive their own success.

Workforce forecasting and scheduling

Create accurate, flexible schedules in minutes. Have the right support in place — even when demand spikes.