Craft a custom call centre with apps and integrations

Add new functions as needed. Bring your systems together. Be ready to meet customer demands. And do it all without bothering IT.

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Integrations make change easier.

Switching to a new call centre software doesn’t mean you have to start from scratch. Modern solutions work with your existing customer service tech stack. This lets you maximise investments without the need for IT support. Integrate workforce management systems, CRM software, PBX, ACD and other legacy systems. A unified contact centre solution is faster and offers better value.

Build a better contact centre

Omnichannel self service microapps

Call centre apps add functionality

Third-party applications extend the reach of your call centre software. That way, you can add new capabilities, as needed or as they become available.


Integrations unify your systems

Easy integrations allow you to consolidate the number of systems you use. You’ll have fewer headaches and better business outcomes.

Interaction process automation

Open APIs ease the burden

The app marketplace is vast. Many popular integrations and apps don’t require IT setup. Call centre managers can add new functions and IT can focus on other projects.

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Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

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Customise your call centre with off-the-shelf integrations and an app marketplace

Full integration brings together front offices, back offices and branches. Third-party apps let you add functionality as needed. Make sure every area of your business has the tools and information they need to thrive. And be ready for the future. Deep integration with existing systems makes it simple to adapt to changes in your infrastructure.


Drive positive customer interactions through CRM integration

Track interactions and add context to buyer journeys. CRM call centre integration gives you insights into your customers, your operations and your business. There’s no need for another interface—agents have all their tools in a single, known system. They can handle incoming calls from within the CRM system and use customer information to maintain context throughout the entire conversation.


Genesys AppFoundry extends customer experience innovation

Go to the Genesys AppFoundry to browse and choose from over 315 third-party apps. Find everything you need to extend your contact centre tech stack—from CRM integrations to fresh ways to use artificial intelligence and automation. Maximise the value of Genesys solutions and minimise downtime trying to fit all of the pieces together.

Predictive analytics

A hybrid model lets you innovate on your schedule

Moving to a new call centre solution can be stressful. Phased integration can ease that burden. Genesys empowers you to update your software as time and equipment permits. This gives you the opportunity to leverage new tools even while waiting for existing hardware, like a SIP-based phone system, or software to depreciate. Plus, the AppFoundry gives you hundreds of pre-built applications that you can immediately add to your system.

"The Genesys Cloud CX solution was integrated with the organisations CRM system, so agents can now readily access client details with screen pops displaying information as soon as calls are received."

Lalith Abeysena

Chief Operating Officer

Diabetes Victoria

Integration and apps that are built to be usable

Multi-tenant cloud apps

Applications built and hosted in a multi-tenant cloud only need to be built once. Leverage your access to that pool of resources. Pre-built applications save your business time and money.

Simple admin tools

A call centre system is only good if it’s usable. Find a solution that’s simple to use and maintain. Your IT team will be grateful every time you can make changes without needing their help.

The embeddable framework

Develop custom integrations faster with a managed software development kit. It sets the stage and lets your developers focus on the parts of integrations that directly affect their web apps.

Data actions

Break down data silos. Data actions let your IVR communicate directly with your other web applications. Use that information to drive personalisation, workflow automation, identity validation and self-service opportunities.


Push information from external systems into your call centre platform. Webhooks allow external systems to generate group chat messages in the interface your agents use. Keep agents in the loop on important updates, news, tickets and more.

Click-to-install integrations

Adding new functions to your call centre doesn’t need to be difficult. Open APIs make it simple to add pre-built apps and integrations to your call centre platform. Find the tool you need and easily add it to your system.


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Blueprint for success

Gplus adapter for sap crm

Gplus Adapter for SAP CRM

Validated integration with Oracle Siebel CRM

Validated Integration with Oracle® Siebel CRM

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The Microsoft and Genesys Alliance

See how integrations and apps improve agent and customer satisfaction

Better integration across your systems and applications has a big impact on business. Schedule a demo to see how integrated CTI can help your business better manage customer journeys and improve experiences overall.

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