Choose the most capable contact centre software

Agent copilot

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

Genesys Cloud AI Studio

Build and innovate AI-powered experiences from a secure, centralised hub. Safely accelerate and streamline AI innovation with Genesys Cloud AITM Guides — and do it all at scale.

Knowledge management tools

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

Predictive engagement

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

Predictive routing

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

Speech and text analytics

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

Virtual agent

Make self-service better with AI-powered bots that understand the context and act like human agents to deliver a superior experience, no matter when.

Work automation

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

Cloud architecture

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

Development

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

Genesys Cloud™ Salesforce integration

Bring your CRM and CCaaS solutions together with a pre-built Genesys Cloud integration for Salesforce.

Integrations and Apps

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

Security and compliance

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

ServiceNow Integration

Add the leading cloud contact centre solution to your ServiceNow CSM system with a powerful prebuilt integration and supercharge your CX.

Customer journey analytics

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

Customer journey orchestration

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

Co-browse

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

Email

Give email the attention it deserves. Upgrade your email support capabilities with management tools that are built-in to your contact centre desktop.

Knowledge management tools

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

Live chat

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

Messaging Apps

Predictive engagement

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

SMS messaging

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

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.

Virtual agent

Make self-service better with AI-powered bots that understand the context and act like human agents to deliver a superior experience, no matter when.

Work automation

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

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.

Quality assurance and monitoring

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

Speech and text analytics

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

Workforce forecasting and scheduling

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