{"id":226387,"date":"2020-01-13T23:58:22","date_gmt":"2020-01-14T07:58:22","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=226387"},"modified":"2026-10-02T07:20:57","modified_gmt":"2026-10-02T14:20:57","slug":"genesys-cloud","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-gb\/genesys-cloud","title":{"rendered":"Genesys Cloud CX"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221;][vc_row el_id=&#8221;genesys-cx-hero&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"eyebrow\" style=\"color: var(--text-default-secondary, #3d496d);\">GENESYS CLOUD<\/p>\n<h1>Put agentic AI to work across every customer experience<\/h1>\n<p><span style=\"color: var(--text-default-secondary, #3d496d);\">One platform for your entire customer organisation \u2013 with AI that orchestrates experiences, boosts productivity and transforms your business.<br \/>\n<\/span>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-end\"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/en-gb\/tour\" target=\"\" rel=\"\">Take a tour<\/a><a role=\"button\"  class=\"btn btn-ff-primary chevron video-lightbox\" href=\"https:\/\/www.youtube.com\/embed\/18rNQO8A9Nw\" target=\"\" rel=\"\">Watch how<\/a><\/div>[\/vc_column][vc_column][vc_single_image image=&#8221;638749&#8243; css=&#8221;&#8221; el_id=&#8221;cloud-hero&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_class=&#8221;sticky-top&#8221; el_id=&#8221;genesys-cx-nav&#8221;][vc_row][vc_column]<div class=\"chunk-template-container genesys-cx-nav\" ><div class=\"wpb-content-wrapper\"><p>[vc_section sec_wrap_no=&#8221;enable&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_id=&#8221;genesys-cx-nav&#8221;][vc_row r_wrap_no=&#8221;enable&#8221;][vc_column c_wrap_no=&#8221;enable&#8221;]\n  <header class=\"octobeam-secondary sticky-top\">\n    <div class=\"container\">\n      <nav class=\"navbar rounded-3 navbar-expand-lg w-100\">\n        <a class=\"navbar-brand animated\" href=\"\/genesys-cloud\">\n          <img decoding=\"async\" class=\"genesys-logo\" width=\"200\" height=\"36\" src=\"https:\/\/www.genesys.com\/media\/Genesys-cloud-logo-2.png\" alt=\"Logo\">\n        <\/a>\n        <button class=\"navbar-toggler collapsed\" type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\".octobeam-secondary-nav\" aria-label=\"Toggle navigation\">\n          <i class=\"fa-kit fa-chevron-up\"><\/i>\n        <\/button>\n        <div class=\"navbar-collapse collapse octobeam-secondary-nav\">\n          <ul class=\"navbar-nav primarydrop\">\n            <li class=\"nav-item\"><a class=\"nav-link\" href=\"#capabilities\">Capabilities<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"#platform\">Platform<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"#teams\">Teams<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"#customer-stories\">Customers<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"#resources\">Resources<\/a><\/li>\n          <\/ul>\n          <ul class=\"navbar-nav seconddrop ms-auto\">\n            <li class=\"nav-item kraken-started\">\n              <a class=\"nav-link\" role=\"button\" href=\"#\"><div class=\"btn btn-secondary small mt-0\">Get started<\/div><\/a>\n            <\/li>\n          <\/ul>\n        <\/div>\n      <\/nav>\n    <\/div>\n  <\/header>\n  [vc_raw_js]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[\/vc_raw_js][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;genesys-cx-model&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 style=\"text-align: center;\">The new operating model for CX<\/h2>\n<p style=\"text-align: center;\">CX has become the defining differentiator \u2013 and agentic orchestration is how you pull ahead. The Genesys Cloud\u2122 platform brings this new operating model to life reliably and at scale, optimising every interaction to drive better outcomes and maximise return on AI.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221; css=&#8221;.vc_custom_1787705486859{background-color: #F9F8F5 !important;border-radius: 35px !important;}&#8221; el_id=&#8221;model-items&#8221;][vc_column width=&#8221;1\/5&#8243; el_class=&#8221;cx-model-card&#8221;][vc_single_image image=&#8221;638689&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; si_max_width=&#8221;48px&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\" style=\"text-align: center;\">Perceive<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: center;\">Understands signals, context, data and state from your entire technology ecosystem.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/5&#8243; el_class=&#8221;cx-model-card&#8221;][vc_single_image image=&#8221;638692&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; el_id=&#8221;card&#8221; si_max_width=&#8221;48px&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\" style=\"text-align: center;\">Reason<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: center;\">Makes adaptive decisions based on context, live conversations and goals.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/5&#8243; el_class=&#8221;cx-model-card&#8221;][vc_single_image image=&#8221;638693&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; si_max_width=&#8221;48px&#8221;][vc_column_text css=&#8221;.vc_custom_1787704763552{border-radius: 15px !important;border-color: #F1EFEA !important;}&#8221;]<\/p>\n<h3 class=\"h5\" style=\"text-align: center;\">Act<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: center;\">Executes work across the right resources and systems through resolution.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/5&#8243; el_class=&#8221;cx-model-card&#8221;][vc_single_image image=&#8221;638694&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; si_max_width=&#8221;48px&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\" style=\"text-align: center;\">Optimise<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: center;\">Continuously learns from outcomes to improve performance over time.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/5&#8243; el_class=&#8221;cx-model-card&#8221;][vc_single_image image=&#8221;638695&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; si_max_width=&#8221;48px&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\" style=\"text-align: center;\">Govern<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: center;\">Designs, controls and connects all components of agentic orchestration.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;capabilities&#8221; el_class=&#8221;cx-roulette&#8221;][vc_row el_class=&#8221;capabilities-row&#8221;][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;content&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"eyebrow\" style=\"color: var(--text-default-secondary, #3d496d);\">CAPABILITIES<\/p>\n<h2>Enable autonomous engagement with guardrails<\/h2>\n<p><span style=\"color: var(--text-default-secondary, #3d496d);\"><br \/>\nWin and keep customers with fast, relevant engagement\u00a0\u2013 AI that plans, acts and verifies outcomes within your controls and policies.<br \/>\n<\/span><\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"\/en-gb\/capabilities\/ai-and-automation\" target=\"\" rel=\"\">Find out more<\/a><\/div><div class=\"links-container component-links-roulette roulette-items\"><div class=\"row\"><div class=\"col-md-6 links-col main-col\"><div class=\"gray-line-indicator\"><\/div><div class=\"link-items-container\"><div class=\"link-item active\" data-key=\"0\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Build, test and govern AI agents in one workbench<\/h3><p class=\"text-16 link-desc\">Ground actions in approved knowledge. Connect to other systems and AI agents, and validate before publishing.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"1\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Resolve more with always-on, expert virtual agents<\/h3><p class=\"text-16 link-desc\">Deliver consistent, 24\/7 service in any language with AI agents that perceive, reason and act.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"2\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Scale AI engagement across every channel<\/h3><p class=\"text-16 link-desc\">Deploy AI agents across voice, text, web, social, WhatsApp and more \u2014 both inbound and outbound.<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"col-md-6 links-col media-col\"><img decoding=\"async\" data-img-key=\"0\" class=\"link-image active\" src=\"https:\/\/www.genesys.com\/media\/capabilities_02_a-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Voice ai agent instructions panel alongside a personal banking virtual agent profile card.\"><img decoding=\"async\" data-img-key=\"1\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_02_b-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Personal banking agentic virtual agent chat interface with a customer message about disputing a charge.\"><img decoding=\"async\" data-img-key=\"2\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_02_c-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Banking virtual agent interface showing channel options voice, messaging, email, and social alongside an email conversation.\"><\/div><\/div><\/div><style type='text\/css'>\r .component.card .card-body { padding: 1rem !important; margin: 0 !important; } .link-title { margin-bottom: 1rem !important; } .component-links-roulette .link-desc { display: block !important; } .wpb_row:has(.roulette-items) { position: relative; } .wpb_row:has(.roulette-items) > .wpb_column:has(.roulette-items) { position: relative; z-index: 1; } .links-container .row { display: block; } .links-container .main-col { width: 100%; max-width: 100%; flex: none; } .links-container .media-col { position: absolute; top: 0; right: 0; height: 100%; width: 100%; max-width: 50%; pointer-events: none; } .links-container .media-col .link-image { position: absolute; top: 0; left: 0 !important; width: 100%; max-width: 792px; height: 100%; object-fit: contain; opacity: 0; transition: opacity 0.4s ease; } .links-container .media-col .link-image.active { opacity: 1; } .wpb_row:has(.roulette-items) > .wpb_column:first-child { padding-right: 40px; } \r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;genesys-cx-orchestrate&#8221; el_class=&#8221;cx-roulette&#8221;][vc_row][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;content&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Orchestrate customer journeys enterprise-wide<\/h2>\n<p><span style=\"color: var(--text-default-secondary, #3d496d);\"><br \/>\nIncrease customer lifetime value by orchestrating personalised journeys and automating the work behind them across touchpoints, systems and partners.<br \/>\n<\/span><\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"\/en-gb\/capabilities\/customer-journey-management\" target=\"\" rel=\"\">Find out more<\/a><\/div><div class=\"links-container component-links-roulette roulette-items\"><div class=\"row\"><div class=\"col-md-6 links-col main-col\"><div class=\"gray-line-indicator\"><\/div><div class=\"link-items-container\"><div class=\"link-item active\" data-key=\"0\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Unify data, memory and real-time context<\/h3><p class=\"text-16 link-desc\">Ingest, enrich and activate every signal to power context-aware, adaptive decisions.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"1\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Navigate every journey to the best outcome<\/h3><p class=\"text-16 link-desc\">Understand customer intent and route them to the right person, AI agent or flow \u2013 with context intact.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"2\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Automate the work behind every experience<\/h3><p class=\"text-16 link-desc\">Connect front- and back-office teams to keep complex work moving forward until it's fully resolved.<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"col-md-6 links-col media-col\"><img decoding=\"async\" data-img-key=\"0\" class=\"link-image active\" src=\"https:\/\/www.genesys.com\/media\/capabilities_01_a-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Customer profile card showing contact details, outcomes achieved, and segments for a customer named steven bell.\"><img decoding=\"async\" data-img-key=\"1\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_01_b-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Journey management diagram showing interaction history and a predictive model with a propensity to churn breakdown chart.\"><img decoding=\"async\" data-img-key=\"2\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_01_c-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Case details panel showing a vip package, customer transportation info, and case performance metrics.\"><\/div><\/div><\/div><style type='text\/css'>\r .component.card .card-body { padding: 1rem !important; margin: 0 !important; } .link-title { margin-bottom: 1rem !important; } .component-links-roulette .link-desc { display: block !important; } .wpb_row:has(.roulette-items) { position: relative; } .wpb_row:has(.roulette-items) > .wpb_column:has(.roulette-items) { position: relative; z-index: 1; } .links-container .row { display: block; } .links-container .main-col { width: 100%; max-width: 100%; flex: none; } .links-container .media-col { position: absolute; top: 0; right: 0; height: 100%; width: 100%; max-width: 50%; pointer-events: none; } .links-container .media-col .link-image { position: absolute; top: 0; left: 0 !important; width: 100%; max-width: 792px; height: 100%; object-fit: contain; opacity: 0; transition: opacity 0.4s ease; } .links-container .media-col .link-image.active { opacity: 1; } .wpb_row:has(.roulette-items) > .wpb_column:first-child { padding-right: 40px; } \r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;genesys-cx-augment&#8221; el_class=&#8221;cx-roulette&#8221;][vc_row][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;content&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Augment employee expertise and performance<\/h2>\n<p><span style=\"color: var(--text-default-secondary, #3d496d);\"><br \/>\nMake every team high-performing with AI that works alongside employees, boosting productivity with real-time guidance and personalised development.<br \/>\n<\/span>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"\/en-gb\/capabilities\/wem-workforce-engagement-management\" target=\"\" rel=\"\">Find out more<\/a><\/div><div class=\"links-container component-links-roulette roulette-items\"><div class=\"row\"><div class=\"col-md-6 links-col main-col\"><div class=\"gray-line-indicator\"><\/div><div class=\"link-items-container\"><div class=\"link-item active\" data-key=\"0\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Resolve customer work in one AI-powered workspace<\/h3><p class=\"text-16 link-desc\">Bring copilots, context, knowledge and other AI tools together for fast, personal service.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"1\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Improve performance with personalised development<\/h3><p class=\"text-16 link-desc\">Use real-time performance insights to turn coaching, learning, goals and recognition into progress.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"2\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Embed Genesys Cloud AI in your CRM workflows<\/h3><p class=\"text-16 link-desc\">Sync customer context and add AI-powered agent tools, routing, workforce engagement and channels to your CRM.<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"col-md-6 links-col media-col\"><img decoding=\"async\" data-img-key=\"0\" class=\"link-image active\" src=\"https:\/\/www.genesys.com\/media\/capabilities_03_a-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Ai powered copilot panel recommending actions like recalling an espresso maker and flagging potential customer churn.\"><img decoding=\"async\" data-img-key=\"1\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_03_b-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Agent scorecard summary showing performance metrics including average handle time, after call work rate, and quality scores.\"><img decoding=\"async\" data-img-key=\"2\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_03_c-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Crm interface with a copilot panel and customer profile showing loyalty points.\"><\/div><\/div><\/div><style type='text\/css'>\r .component.card .card-body { padding: 1rem !important; margin: 0 !important; } .link-title { margin-bottom: 1rem !important; } .component-links-roulette .link-desc { display: block !important; } .wpb_row:has(.roulette-items) { position: relative; } .wpb_row:has(.roulette-items) > .wpb_column:has(.roulette-items) { position: relative; z-index: 1; } .links-container .row { display: block; } .links-container .main-col { width: 100%; max-width: 100%; flex: none; } .links-container .media-col { position: absolute; top: 0; right: 0; height: 100%; width: 100%; max-width: 50%; pointer-events: none; } .links-container .media-col .link-image { position: absolute; top: 0; left: 0 !important; width: 100%; max-width: 792px; height: 100%; object-fit: contain; opacity: 0; transition: opacity 0.4s ease; } .links-container .media-col .link-image.active { opacity: 1; } .wpb_row:has(.roulette-items) > .wpb_column:first-child { padding-right: 40px; } \r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;genesys-cx-optimize&#8221; el_class=&#8221;cx-roulette&#8221;][vc_row][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;content&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Analyse, adapt and optimise in real time<\/h2>\n<p><span style=\"color: var(--text-default-secondary, #3d496d);\"><br \/>\nReduce cost to service with AI that detects friction, adapts experiences \u2014 without manual intervention.<br \/>\n<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"\/en-gb\/capabilities\/call-center-software\" target=\"\" rel=\"\">Find out more<\/a><\/div><div class=\"links-container component-links-roulette roulette-items\"><div class=\"row\"><div class=\"col-md-6 links-col main-col\"><div class=\"gray-line-indicator\"><\/div><div class=\"link-items-container\"><div class=\"link-item active\" data-key=\"0\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Improve the quality of every conversation<\/h3><p class=\"text-16 link-desc\">Observe every human- and AI-led conversation, monitor behaviour and optimise performance.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"1\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Balance AI and human capacity as demand shifts<\/h3><p class=\"text-16 link-desc\">Forecast volume, plan capacity and assign human and AI agents to the right work at the right time.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"2\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Find the why behind every trend<\/h3><p class=\"text-16 link-desc\">Use custom dashboards to drill into KPIs, spot root causes and prove ROI across your CX operation.<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"col-md-6 links-col media-col\"><img decoding=\"async\" data-img-key=\"0\" class=\"link-image active\" src=\"https:\/\/www.genesys.com\/media\/capabilities_04_a-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Customer verification and authentication flow with a sentiment indicator and guided score.\"><img decoding=\"async\" data-img-key=\"1\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_04_b-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Forecast chart comparing offered volume and average handle time over time.\"><img decoding=\"async\" data-img-key=\"2\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_04_c-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Analytics dashboard showing voice and digital channel volume, sla adherence bar chart, and anomaly detection alert.\"><\/div><\/div><\/div><style type='text\/css'>\r .component.card .card-body { padding: 1rem !important; margin: 0 !important; } .link-title { margin-bottom: 1rem !important; } .component-links-roulette .link-desc { display: block !important; } .wpb_row:has(.roulette-items) { position: relative; } .wpb_row:has(.roulette-items) > .wpb_column:has(.roulette-items) { position: relative; z-index: 1; } .links-container .row { display: block; } .links-container .main-col { width: 100%; max-width: 100%; flex: none; } .links-container .media-col { position: absolute; top: 0; right: 0; height: 100%; width: 100%; max-width: 50%; pointer-events: none; } .links-container .media-col .link-image { position: absolute; top: 0; left: 0 !important; width: 100%; max-width: 792px; height: 100%; object-fit: contain; opacity: 0; transition: opacity 0.4s ease; } .links-container .media-col .link-image.active { opacity: 1; } .wpb_row:has(.roulette-items) > .wpb_column:first-child { padding-right: 40px; } \r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;platform&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column v_align=&#8221;flexstart&#8221; width=&#8221;2\/3&#8243; el_class=&#8221;content-head-center&#8221; offset=&#8221;vc_col-md-offset-0 vc_col-md-6 vc_col-sm-offset-0 vc_col-xs-12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"eyebrow\" style=\"text-align: center;\">PLATFORM<\/p>\n<h2 style=\"text-align: center;\">Built to lead the Agentic Era<\/h2>\n<p style=\"text-align: center;\">Genesys Cloud uniquely combines the intelligence to understand intent, the speed to act in the moment, the openness to connect your enterprise and the control to scale responsibly \u2013 everything needed to shift to an Agentic Operating Model.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row el_id=&#8221;platform-items&#8221;][vc_column width=&#8221;1\/4&#8243;]<a class=\"component card w-100 bgc-white vertical text-start thumbnail  chevron-only  \" href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/ai-studio\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"1424\" height=\"848\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/genesys_cloud_globe.png\" alt=\"Abstract illustration of overlapping orange and blue swirling rings representing AI orchestration\" ><\/div><div class=\"card-body\"><h3 class=\"h5\" style=\"text-align: start;\">AI<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Optimise outcomes across the entire experience lifecycle by orchestrating AI and human work together.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=&#8221;1\/4&#8243;]<a class=\"component card w-100 bgc-white vertical text-start thumbnail  chevron-only  \" href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/speech-and-text-analytics\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"1424\" height=\"848\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/platform_waves.png\" alt=\"Abstract illustration of colorful flowing waveforms representing real-time conversational data.\" ><\/div><div class=\"card-body\"><h3 class=\"h5\" style=\"text-align: start;\">Real-time<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Transform conversational data into instant action in the moment, capitalising on every opportunity.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=&#8221;1\/4&#8243;]<a class=\"component card w-100 bgc-white vertical text-start thumbnail  chevron-only  \" href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/integrations-apps\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"1424\" height=\"848\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/ecosystem_logos.png\" alt=\"ecosystem_logos\" ><\/div><div class=\"card-body\"><h3 class=\"h5\" style=\"text-align: start;\">Ecosystem<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Connect enterprise systems, data and AI to enrich every interaction with context.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=&#8221;1\/4&#8243;]<a class=\"component card w-100 bgc-white vertical text-start thumbnail  chevron-only  \" href=\"https:\/\/www.genesys.com\/trust-center\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"1424\" height=\"848\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/shield_platform-1.png\" alt=\"Illustration of a shield with a compass icon, surrounded by red connecting lines, representing enterprise trust and security.\" ><\/div><div class=\"card-body\"><h3 class=\"h5\" style=\"text-align: start;\">Trust.<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Innovate responsibly with enterprise-grade reliability, security, compliance and governance.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;genesys-cx-scale&#8221;][vc_row][vc_column el_class=&#8221;content-head&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 style=\"text-align: start;\">The scale, speed and trust to maximise AI returns<\/h2>\n<p style=\"text-align: start; color: var(--text-default-secondary, #3d496d);\">Genesys delivers these outcomes as of fiscal year 2026.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h1\">29B<\/p>\n<p class=\"h5\">real-time conversations annually<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h1\">2M+<\/p>\n<p class=\"h5\">Genesys Cloud users<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h1\">28K<\/p>\n<p class=\"h5\">years of voice transcribed annually<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;teams&#8221;][vc_row][vc_column el_class=&#8221;content-head&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"eyebrow\">For teams<\/p>\n<h2 style=\"text-align: start;\">Everything your CX teams need \u2013 in one place<\/h2>\n<p style=\"text-align: start; color: var(--text-default-secondary, #3d496d);\">Drive efficiency and win customers for life with AI for every role<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;team-card&#8221;][vc_single_image image=&#8221;638730&#8243; css=&#8221;&#8221; si_max_width=&#8221;48px&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\" style=\"text-align: start;\">AI strategists<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Scale production-ready AI faster and prove measurable business impact.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;team-card&#8221;][vc_raw_html css=&#8221;&#8221; el_id=&#8221;ai-strategists&#8221;]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[\/vc_raw_html][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\" style=\"text-align: start;\">Contact centre ops<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Lower cost and maintain quality with automation and conversational intelligence.<\/p>\n<p>[\/vc_column_text]<style type='text\/css'>\r #ai-strategists .wpb_wrapper > svg { width: 48px; height: 47.702px; flex-shrink: 0; }\r <\/style>[\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;team-card&#8221;][vc_raw_html 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css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\" style=\"text-align: start;\">Service teams<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Hit service goals with AI guidance, context and automated next steps.<\/p>\n<p>[\/vc_column_text]<style type='text\/css'>\r #service-teams .wpb_wrapper > svg { width: 48px; height: 35.735px; flex-shrink: 0; aspect-ratio: 48.00\/35.73; }\r <\/style>[\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;team-card&#8221;][vc_raw_html css=&#8221;&#8221; 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css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\" style=\"text-align: start;\">IT &amp; developers<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Scale CX innovation with trusted AI, open APIs and built-in governance.<\/p>\n<p>[\/vc_column_text]<style type='text\/css'>\r #it-developers .wpb_wrapper > svg { width: 48px; height: 43.635px; flex-shrink: 0; }\r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;customer-stories&#8221;][vc_row][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;content-head&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"eyebrow\" style=\"text-align: start; color: var(--text-default-secondary, #3d496d);\">Customers<\/p>\n<h2 style=\"text-align: start;\">CX matters to top brands. That&#8217;s why they use Genesys.<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-end\"><a role=\"button\"  class=\"btn btn-secondary\" href=\"https:\/\/www.genesys.com\/en-gb\/customer-stories\" target=\"\" rel=\"\">Read all stories<\/a><\/div>[\/vc_column][\/vc_row][vc_row][vc_column]<div class=\"component-customer-carousel default-layout\" data-current-active=\"0\" data-layout=\"default\" data-count=\"4\"><div class=\"carousel-main-row\"><div class=\"carousel-logo-col\"><div class=\"logo-nav-item active\"><a class=\"logo-nav\" aria-label=\"View Vodafone Oman story\" title=\"Vodafone Oman\" href=\"#630276\"><img decoding=\"async\" class=\"company-logo\" alt=\"Vodafone logo\" src=\"https:\/\/www.genesys.com\/media\/Vodafone_Logo_300x71-2.png\" width=\"300\" height=\"71\"><\/a><\/div><div class=\"logo-nav-item\"><a class=\"logo-nav\" aria-label=\"View Global Payments story\" title=\"Global Payments\" href=\"#578108\"><img decoding=\"async\" class=\"company-logo\" alt=\"Logo global payments\" src=\"https:\/\/www.genesys.com\/media\/logo-Global_Payments.svg\" width=\"390\" height=\"59\"><\/a><\/div><div class=\"logo-nav-item\"><a class=\"logo-nav\" aria-label=\"View Virgin Atlantic story\" title=\"Virgin Atlantic\" href=\"#501563\"><img decoding=\"async\" class=\"company-logo\" alt=\"Virgin atlantic x300\" src=\"https:\/\/www.genesys.com\/media\/virgin-atlantic-x300.png\" width=\"300\" height=\"72\"><\/a><\/div><div class=\"logo-nav-item\"><a class=\"logo-nav\" aria-label=\"View Best Buy Canada story\" title=\"Best Buy Canada\" href=\"#591441\"><img decoding=\"async\" class=\"company-logo\" alt=\"Best buy canada   geek squad logo\" src=\"https:\/\/www.genesys.com\/media\/Best-Buy-Geek-Squad-logo-lock-up.png\" width=\"840\" height=\"217\"><\/a><\/div><\/div><div class=\"carousel-content-col\"><button aria-label=\"Previous panel\" title=\"Previous panel\" class=\"prev-control carousel-controls hidden\"><\/button><div class=\"customer-content active\" data-href=\"630276\" data-index=\"0\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/customer-stories\/vodafone-oman\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Smiling man typing on his mobile phone\" src=\"https:\/\/www.genesys.com\/media\/Vodafone-Oman-hero-image.webp\" width=\"1600\" height=\"1067\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-lg\">\u201cFor us to build experiences differently, we needed the ability to innovate digital experiences quickly across channels and a partner who could keep up with our speed of delivery. With Genesys, communication is fast, decision making is fast, implementations are fast.\u201d<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Salim Al Adawi<\/p><p class=\"customer-title\">Manager, Customer Care, Vodafone Oman<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Read the story<\/div><\/div><\/div><\/a><\/div><div class=\"customer-content\" data-href=\"578108\" data-index=\"1\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/en-gb\/customer-stories\/global-payments\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Hero img global payments\" src=\"https:\/\/www.genesys.com\/media\/hero-img-Global_Payments.jpg\" width=\"626\" height=\"352\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-md\">\u201cWe didn\u2019t want to buy a roadmap; we wanted to buy functionality that\u2019s actually in place today. Genesys had everything we needed, either already in the system, or in an AppFoundry partner, or in an out-of-the-box API \u2014 bringing everything together quickly and in an easy, standardised process.\u201d<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Beth Granberry<\/p><p class=\"customer-title\">Director of Telecommunications and Contact Services, Global Payments<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Read the story<\/div><\/div><\/div><\/a><\/div><div class=\"customer-content\" data-href=\"501563\" data-index=\"2\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/en-gb\/customer-stories\/virgin-atlantic\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Customer story video thumbnail virgin atlantic\" src=\"https:\/\/www.genesys.com\/media\/customer-story_video-thumbnail_Virgin-Atlantic.jpg\" width=\"1216\" height=\"684\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-lg\">\u201cGenesys allows us to drive our AI strategy forward together. When we compare Genesys Web Messaging to our previous offering, we are closing 220% more conversations. So, we\u2019ve actually doubled our efficiency.\u201d<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Louise Phillips\u200b<\/p><p class=\"customer-title\">VP Customer Centres, Virgin Atlantic<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Read the story<\/div><\/div><\/div><\/a><\/div><div class=\"customer-content\" data-href=\"591441\" data-index=\"3\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/customer-stories\/best-buy-canada\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Best buy canada store\" src=\"https:\/\/www.genesys.com\/media\/Best-Buy-Mobile-store-2.jpg\" width=\"657\" height=\"352\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-md\">\u201cGenesys has allowed Best Buy Canada to be more innovative by providing a platform that\u2019s like a perfect canvas for us to try new things, figure out ways to further surprise and delight our customers, and ultimately provide that best-in-class customer experience along with that best agent experience.\u201d<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Mick Robinson<\/p><p class=\"customer-title\">Director of Customer Care, Best Buy Canada<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Read the story<\/div><\/div><\/div><\/a><\/div><button aria-label=\"Next panel\" title=\"Next panel\" class=\"next-control carousel-controls\"><\/button><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;resources&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"eyebrow\" style=\"text-align: start; color: var(--text-default-secondary, #3d496d);\">Continue reading<\/p>\n<h2 style=\"text-align: start;\">Learn more about how agentic AI<br \/>\nimpacts customer experiences<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;genesys-cx-form&#8221;][vc_row background_color=&#8221;bgc-lgray&#8221;][vc_column el_class=&#8221;cx-form-head&#8221;]<a class=\"component-cta-block card w-100 h-100  centered cta-text-center \"  href=\"\/en-gb\/contact-us\" target=\"\" rel=\"\"><div class=\"card-body text-center col-content\"><h2 style=\"text-align: center;\">Find out how to put agentic AI to work across your organisation<\/h2>\n<p style=\"text-align: center;\">Wherever you are on your CX journey, we&#8217;ll help you build a roadmap to get the most out of AI.<\/p>\n<div class=\" btn-container justify-content-center mt-2\"><div class=\"btn btn-primary\">Talk to us<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;genesys-cx-faq&#8221;][vc_row el_class=&#8221;cx-faq&#8221;][vc_column width=&#8221;5\/12&#8243; el_class=&#8221;cx-faq-head&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 style=\"text-align: start;\">Frequently asked questions about Genesys Cloud<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;2\/3&#8243; offset=&#8221;vc_col-sm-offset-2&#8243;]<div class=\"component-accordion-container no-title\" data-display=\"accordion\"><div class=\"component-accordion-content custom-accordion\" data-opened=\"1\"><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What is Genesys Cloud used for?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Genesys Cloud is the platform companies use to run their entire customer experience operation \u2014 <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/call-center-software\" target=\"_blank\" rel=\"noopener\">contact centre<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/digital\" target=\"_blank\" rel=\"noopener\">digital channels<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/wem-workforce-engagement-management\" target=\"_blank\" rel=\"noopener\">workforce management<\/a> and analytics \u2014 in one place. AI and human teams work from it together, understanding each customer&#8217;s context, deciding the right next step and acting on it, whether that&#8217;s answering a simple question or coordinating a multi-step request across departments.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How does Genesys Cloud support experience orchestration?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>It runs a continuous loop on every interaction: perceive what&#8217;s happening across your systems and data, reason through context and intent to decide the best action, act across the right people and systems, optimise by learning from the outcome, and govern the AI agents and guardrails behind it all. That loop is what lets Genesys Cloud <a class=\"font-weight-normal\" href=\"https:\/\/www.genesys.com\/en-gb\/experience-orchestration\" target=\"_blank\" rel=\"noopener\">orchestrate each customer journey<\/a> in real time instead of pushing everyone through the same fixed workflow.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What channels does Genesys Cloud support?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p><a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/voice-services\" target=\"_blank\" rel=\"noopener\">Voice<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/email-contact-center\" target=\"_blank\" rel=\"noopener\">email<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/live-chat-software\" target=\"_blank\" rel=\"noopener\">web chat<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/sms-messaging\" target=\"_blank\" rel=\"noopener\">SMS<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/whatsapp\" target=\"_blank\" rel=\"noopener\">WhatsApp<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/social-media-customer-service\" target=\"_blank\" rel=\"noopener\">Facebook Messenger, Instagram and X direct messages<\/a>, Apple Messages for Business, and open messaging for custom channels. Conversations carry their context with them, so a customer can move from a chatbot to a live agent to a phone call without having to repeat themselves.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Does Genesys Cloud integrate with other business systems?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Yes. Genesys Cloud connects to CRM platforms like Salesforce and ServiceNow, and to hundreds of other business systems through the <a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">AppFoundry<\/span><\/a> marketplace and open APIs. That means customer context, agent tools and AI capabilities can live inside the systems your teams already use, instead of forcing them into another screen.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How can I get started with Genesys Cloud?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Start a free trial at genesys.com and you&#8217;ll have access to call, email and messaging flows within minutes. If you&#8217;d rather talk it through first, <a href=\"https:\/\/www.genesys.com\/en-gb\/contact-us\" target=\"_blank\" rel=\"noopener\">request a demo<\/a> and a Genesys team member will help map out a rollout plan suited to where you are today.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221;][vc_row el_id=&#8221;genesys-cx-hero&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;] GENESYS CLOUD Put agentic AI to work across every customer experience One platform for your entire customer organisation \u2013 with AI that orchestrates experiences, boosts productivity and transforms your business. [\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][\/vc_column][vc_column][vc_single_image image=&#8221;638749&#8243; css=&#8221;&#8221; el_id=&#8221;cloud-hero&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_class=&#8221;sticky-top&#8221; el_id=&#8221;genesys-cx-nav&#8221;][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_id=&#8221;genesys-cx-model&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column][vc_column_text css=&#8221;&#8221;] The new operating model for CX CX [&hellip;]<\/p>\n","protected":false},"author":1263,"featured_media":503675,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-226387","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/226387","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1263"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/comments?post=226387"}],"version-history":[{"count":23,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/226387\/revisions"}],"predecessor-version":[{"id":644487,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/226387\/revisions\/644487"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/503675"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=226387"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}