Sales engagement platform

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.

Outbound

Build customer relationships with timely, personalised 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.

Voice services

Be there for customers who prefer phone-based support. Get voice services that work for your business.

Live chat

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

AI-powered contact 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.

IVR

Drive better customer experiences while making your business more profitable with Genesys call centre IVR.

Co-browse

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.

Apps and Integrations

Add value in a few clicks with pre-built functionality and connectors to other systems from an expansive marketplace.

Voicebots

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

Predictive 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.

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.

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

Tailor each stage of the customer journey to customer needs with the leading customer journey orchestration software.

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 copilot

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 and messaging apps

Meet your customers on the popular platforms they already use, including WhatsApp, Facebook, Instagram and more. And tap into social listening capabilities to draw in public conversations.

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.

Cloud architecture and open platform

Modernise your tech stack and enable faster innovation — while guaranteeing secure, always-on operations.

Global availability

Get global coverage, security and resilience with a leading AI-Powered Experience Orchestration platform.

Cloud architecture

Explore a comprehensive set of native capabilities — all built on a single codebase.

Digital customer engagement

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

Development

Compose strategic value at scale with an API-first, open platform and modern developer tools purpose-built to enable innovation fast.

Security and compliance

Guarantee that your customer interactions and data remain secure and private, no matter the location of your operations.

Customer Journey Management

Leverage your interaction and event data for visibility into customer journeys. Unlock insights to optimise your customer experiences and drive results at scale.

ServiceNow Integration