Genesys Cloud Associate
Extend AI-powered experience orchestration beyond the contact centre
Extend AI-powered experience orchestration beyond the contact centre
Bring customer context, omnichannel engagement, artificial intelligence (AI) orchestration, analytics and governance to customer-facing employees outside the contact centre. With Genesys Cloud Associate, employees can deliver more connected experiences whether they’re at their desk or on the go.
Orchestrate journeys with real-time context that moves intelligently across employees, AI agents, channels and locations.
Help employees engage, summarise and automate post-interaction work with AI-first tools, even when they’re on-the-go.
Manage data, reporting, recording and governance on one AI-powered platform and data model to enable more connected customer experiences.
Enable employees to deliver faster support with complete context and AI-first, mobile-ready customer engagement tools when working outside of a contact centre.
Equip employees with omnichannel contact history so conversations can seamlessly stop and pick back up across human and AI agents.
Support branch, store, field and mobile teams with a low-friction mobile app that makes it easy to manage availability and engage customers wherever work happens.
Use AI-generated summaries, dispositions and workflows to reduce manual notes, accelerate follow-up and keep records consistent.
Give managers insights into volumes, handle times, touch counts, quality signals and trends for customer conversations outside the contact centre.
Show CX leaders how customers, employees, channels and outcomes connect so they can identify friction, improve handoffs and enhance experiences.
Centralise data, analytics, recording, compliance and role-based access for customer-facing teams across the enterprise.
Genesys Cloud Associate makes it possible for organisations to connect customer-facing employees outside the contact centre to the context, intelligence and workflows they need. With this full view of the customer, teams can deliver seamless experiences across multiple channels, no matter where they may be working.
91%
of CX leaders say they are likely to orchestrate experiences from end to end within three years
Deliver the context, AI orchestration, analytics and governance your teams need to deliver personalised experiences from one unified platform. Built natively into Genesys Cloud CX®, Genesys Cloud Associate enables organisations to extend a secure, AI-powered foundation to more customer-facing employees.
Orchestrate customer work intelligently across employees, human and AI agents, channels and locations, preserving context and loyalty.
Keep interaction history, routing context and next steps connected as work moves across employees, AI agents and channels.
Help employees stay connected whether they are working in the office, field or on the go with low-friction service tools across web, desktop and mobile.
Bring summaries, dispositions, guidance and workflow automation into the mix of customer engagement for more employees.
Unify analytics across employees, channels and locations so leaders can spot friction, coach teams and improve outcomes.
Extend Genesys Cloud with shared recording, reporting, security, compliance and role-based access instead of adding another point tool.
Genesys Cloud Associate extends Genesys Cloud CX 1,2,3 and 4 editions to all customer-facing employees outside the contact centre, enabling every customer conversation to run on a single, AI-powered platform. Organisations can orchestrate end-to-end journeys, empower employees with AI-first engagement tools and scale consistent, compliant experiences across the enterprise.
Hourly interacting is recommended and enables a pay for what you use model across web, desktop and mobile for employees that balance time with customers across face-to-face, digital and voice communications.
Customer journeys don’t follow org charts. They move across departments, roles, channels and systems — but many organisations still rely on disconnected tools, fragmented data and manual handoffs.
Genesys Cloud Associate helps solve this by giving employees outside the contact centre the customer context, AI-first engagement tools, mobile capabilities and connected workflows needed so conversations can continue with less friction, fewer blind spots and more consistently.
Genesys Cloud Associate helps employees stay connected when work takes them away from a desk. Employees can manage availability, engage customers, capture context and support follow-up work wherever customer conversations happen.
A customer engagement platform helps organisations orchestrate customer interactions across people, channels, systems, data and AI. Genesys Cloud Associate extends that foundation to customer-facing employees outside the contact centre, helping more teams create connected customer experiences.
Omnichannel customer engagement connects conversations across channels – such as voice, email, messaging and mobile – so customers can continue their journey without repeating context, even when work moves between employees, teams or AI agents.
AI helps employees and leaders outside the contact centre act with more context and less manual work. It can generate summaries, support dispositions, automate post interaction work, surface trends and help managers and CX leaders identify coaching opportunities, friction and potential risks.
Genesys Cloud Associate is designed for customer-facing employees outside the contact centre who interact with customers or support customer outcomes. Examples include branch employees, store associates, financial advisors, healthcare professionals, insurance specialists, field employees and relationship managers.
