{"id":226387,"date":"2020-01-30T11:42:22","date_gmt":"2020-01-30T19:42:22","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=226387"},"modified":"2025-07-23T00:47:58","modified_gmt":"2025-07-23T07:47:58","slug":"genesys-cloud","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-gb\/genesys-cloud","title":{"rendered":"Genesys Cloud CX"},"content":{"rendered":"

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Genesys Cloud CX<\/h1>\n

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Genesys Cloud CX orchestrates experiences across every customer and employee interaction<\/p>\n

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Take the tour<\/a>Watch the demo<\/a><\/div>[\/vc_column][vc_column width=”1\/2″]
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Genesys Cloud CX<\/p><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” full_width=”stretch_row” flair=”%5B%5D” vib=”enable” css=”.vc_custom_1729185748658{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_row content_placement=”middle”][vc_column offset=”vc_col-md-offset-3 vc_col-md-6″][vc_column_text css=””]<\/p>\n

Power personalised end-to-end experiences at scale<\/h2>\n

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Genesys Cloud CX\u00ae<\/sup> is a leading AI\u2011Powered Experience\u202fOrchestration offering. With it, you can coordinate every step of your customer and employee experience by shaping journeys for moments that matter.<\/p>\n

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Trusted by businesses of all sizes in over 100 countries, Genesys Cloud CX is a leading customer and employee experience solution. It enables you to increase customer loyalty and employee retention with AI everywhere\u202fpowering omnichannel engagements, intelligent routing, built-in workforce engagement, end-to-end journey management and more. Use one platform to power more connected, meaningful experiences. Every\u202fcustomer. Every interaction. Every time.<\/p>\n

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Solutions overview<\/p><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″][vc_single_image image=”567918″ css=”.vc_custom_1744840181720{padding-bottom: 2rem !important;}” si_max_width=”64px”][vc_column_text css=””]<\/p>\n

AI\u2011powered<\/h3>\n

With native AI, gain deep customer and employee insights \u2014 predict needs, identify trends and make data-driven decisions.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_single_image image=”567917″ css=”.vc_custom_1744840187547{padding-bottom: 2rem !important;}” si_max_width=”64px”][vc_column_text css=””]<\/p>\n

Born in the cloud<\/h3>\n

With a native API-first, open cloud platform, ensure the agility, scalability and innovations you need to succeed.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_single_image image=”567916″ css=”.vc_custom_1744840192859{padding-bottom: 2rem !important;}” si_max_width=”64px”][vc_column_text css=””]<\/p>\n

Comprehensive platform<\/h3>\n

Combine customer engagement and workforce engagement with journey management capabilities in a single unified platform.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-white” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D” css=”.vc_custom_1744914341665{background-image: url(https:\/\/www.genesys.com\/media\/genesys-cloud-cx-bg-wave-2025.png?id=567907) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”bg-cover bg-center bg-norepeat”][vc_row r_gutter_size=”gutter-small” background_color=”bgc-glass” equal_height=”yes” el_class=”py-3 px-1 px-lg-3 rounded mt-0″][vc_column offset=”vc_col-md-6″][vc_column_text css=””]<\/p>\n

All the tools you need, all in one place<\/h2>\n

Orchestrate every experience with full-featured voice, digital, AI, journey analytics, customer engagement and workforce management capabilities \u2014 all from one platform. [\/vc_column_text][\/vc_column][vc_column v_align=”flexend” elemental_order=”order-5″ offset=”vc_col-md-offset-1 vc_col-md-5″]

View all capabilities<\/a><\/div>[\/vc_column][vc_column width=”1\/3″]

Contact centre software<\/p>\n

Shape customer and employee experiences for the moments that matter.<\/p>\n<\/div>

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Digital channels<\/p>\n

Optimise, connect and personalise experiences across channels.<\/p>\n<\/div>

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AI and automation<\/p>\n

Power personalised experiences, mine deep customer insights and more.<\/p>\n<\/div>

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Workforce engagement management<\/p>\n

Boost employee value and satisfaction while simplifying management.<\/p>\n<\/div>

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Customer journey management<\/p>\n

Unify all data, uncover insights and orchestrate connected journeys.<\/p>\n<\/div>

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Cloud architecture and open platform<\/p>\n

Unify your tech stack with a single cloud architecture that does it all.<\/p>\n<\/div>

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Modernise your contact centre with a CCaaS leader<\/h3>\n

Genesys Cloud CX delivers true AI-Powered Experience Orchestration<\/p>\n

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A versatile, comprehensive solution<\/h4>\n

A modern, cloud-native solution, Genesys Cloud CX delivers unmatched scalability; easy-to-use, ready-to-deploy interfaces; a single tool for building orchestration flows; and an event data platform for multistage data lifecycle management.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Secure. Resilient. Compliant.<\/h4>\n

The Genesys Cloud\u2122 platform exceeds modern security standards with external penetration testing, attack defense automation, and TLS and AES-256 encryption. You can trust all data remains private \u2014 no matter what.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Flexible pricing to suit your needs<\/h4>\n

Purchase only the capabilities you need. Scaling down or upgrading is easy. With Genesys, you\u2019re investing in a partner that\u2019s proven and a product that\u2019s visionary.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D” css=”.vc_custom_1744842979224{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_row][vc_column offset=”vc_col-md-5″][vc_column_text css=””]<\/p>\n

Transform customer and employee experiences with Genesys\u202fCloud CX<\/h2>\n

See how credit management experts Lowell Norway drove results from unifying inbound, outbound, IVR, email and chat communications on a single agent desktop.[\/vc_column_text][\/vc_column][vc_column v_align=”flexend” offset=”vc_col-md-offset-1 vc_col-md-6″]

See case study<\/a><\/div>[\/vc_column][vc_column width=”1\/3″][vc_column_text ct_style=”stat” css=””]<\/p>\n

94%<\/h3>\n

average response rates[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text ct_style=”stat” css=””]<\/p>\n

90%<\/h3>\n

first-call resolution[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text ct_style=”stat” css=””]<\/p>\n

20%<\/h3>\n

boost in agent productivity[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column offset=”vc_col-md-5″][vc_column_text css=””]<\/p>\n

See why customers love Genesys Cloud CX<\/h3>\n

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