Choose the most capable contact centre software

The right cloud contact centre software makes providing great customer experience easy, from call centre basics to the latest CX innovations.

Contact centre software
Artificial intelligence and automation
Analytics and reporting
Customer journey management
Digital customer engagement
Integrations
Workforce engagement management

Contact centre software

Create customer and agent experiences that effortlessly blend automated and human resources. Know your customers and engage when it matters.

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ACD

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

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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.

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Artificial intelligence and automation

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

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Digital customer engagement

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

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Inbound

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

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IVR

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

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Outbound

Reach customers across channels. Increase engagement with outbound campaigns.

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Unified communications and collaboration

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

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Voice Services

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

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Workforce engagement management

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

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Artificial intelligence and automation

Make agents’ jobs easier, boost revenue and grow customer loyalty with artificial intelligence (AI). Gain the benefits of bots and automation tools that help customers self-serve.

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Agent copilot

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

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Chatbots

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

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Knowledge management tools

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

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Predictive engagement

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

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Predictive routing

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

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Voicebots

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

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Work automation

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

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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.

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Customer journey management

Deliver frictionless experiences at scale for every customer. Harness the power of journey analytics, data management and orchestration to better manage, measure and optimise customer journeys.

Customer journey analytics

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

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Customer journey data management

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

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Customer journey orchestration

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

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Digital customer engagement

Enable your agents to engage customers — and each other — anytime, anywhere, on any digital channel.

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Chatbots

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

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Co-browse

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

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Email

Give email the attention it deserves with management tools incorporated into your contact centre desktop.

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Knowledge management tools

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

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Live chat

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

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Messaging for customer service

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

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Predictive engagement

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

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Social media

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

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Work automation

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

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Integrations

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

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Workforce engagement management

Creating great employee experiences has never been more important. Drive employee retention and satisfaction with a unified workforce optimisation tool.

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Employee performance management tools

Improve performance with coaching and training. Manage interactions, analyse data and recommend actions in real time.

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Gamification

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

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Quality assurance and monitoring

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

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Speech and text analytics

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

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Workforce forecasting and scheduling

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

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Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.