Genesys Cloud CX

Call centre software as it should be

Create exceptional customer relationships and fuel future growth with our people-obsessed contact centre software.

Existing Genesys customer? Get support here.

Organisations of all types can quickly and
easily deliver seamless omnichannel customer
journeys and build lasting relationships with Genesys Cloud CX.

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Contact centre software

Make it easy for people to contact your business—when they want and on the channel they prefer.

  • Automated routing and distribution
  • Interactive voice response (IVR)
  • Voicebot and chatbot self-service
  • Omnichannel: social, chat, email, messaging apps, SMS, voice
  • Co-browse and screen share
  • Blended inbound and outbound engagement

Service automation

From chatbots and voicebots to third-party integrations—easily design, configure and manage applications with an intuitive web-based drag-and-drop interface.

  • Blended AI combines bots and live agents for a seamless experience
  • Chatbots and voicebots
  • Personalised routing
  • IVR customisation
  • Customer authentication
  • Voice payments

Digital sales

Capture, qualify, engage and convert leads faster and more effectively with the power of machine learning.

  • Outbound dialing and campaign management
  • Online prospect-journey tracking
  • Prospect engagement at the optimal moment
  • Personalised routing: social media, chat, email
  • Active journey shaping
  • Chatbots and voicebots

Workforce engagement and management

Reduce attrition, improve employee skills and knowledge and drive better performance while remaining compliant.

  • Interaction recording
  • Screen recording
  • Quality management
  • AI-powered forecasting and scheduling
  • Knowledge management
  • Surveys
  • Gamification

All-in-one solution

Contact centre, workforce optimisation and business communications — all in a single application.

  • Built-in unified communications and workforce optimisation 
  • Single interface for agents, business communication users, supervisors, workforce planners and admins
  • Extendable with third-party apps from our online marketplace
  • Open platform with market-leading APIs


Drive better customer experiences while making your business more profitable, versatile and scalable.

  • Empower customers to serve themselves
  • Collect and receive information
  • Use out-of-the-box prompts or record your own
  • Route to the right agent, when needed
  • Integrate with popular CRM systems

Reporting and analytics

Collect and analyse contextual journey data across all interactions for real-time insights; predict and plan for the future more successfully.

  • Speech and text analytics
  • Real-time and historical reporting
  • Supervisor and agent dashboards
  • Customer-journey analytics
  • IVR reporting
  • Trend analysis dashboards

Integrations and apps

Connect business-critical systems and add new tools and functionality to meet your call centre needs.

  • Integrate with third-party PBX, CRM and workforce management systems
  • Use click-to-try and click-to-buy apps from Genesys AppFoundry

Deliver Seamless Omnichannel Customer Journeys and Build Lasting Relationships

Empower your agents, boost revenue, and minimise cost with our customer-focused contact centre software.

Request your personalised demo