Genesys Cloud CX voice services

Get powerful voice capabilities with flexible options

While new communication channels continue to crop up, the importance of voice remains. Harness the speed and agility of the Genesys Cloud CX™ contact centre platform to connect your customer engagement and enterprise-wide unified communications with the telephony option that best fits your business needs. An array of voice services options gives you flexibility and choice.

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Experience Success. Together.

Genesys Recognised by Gartner® as a Leader in the August
2021 Magic Quadrant™️ for Contact Centre as a Service

Telephony you can trust

SIP gateway

The SIP gateway connects a SIP network to other networks that use different protocols or technologies, such as the public switched telephone network (PSTN).

SIP proxy

The SIP proxy provides client-side and server-side call matching. A proxy interrupts and, if necessary, rewrites specific parts of a request message before forwarding it.

Media tier

The media tier manages all voice aspects of media processing for both customer engagement and unified communications.

Call broker

Reliable call classification rules and routing for inbound and outbound calls.

Flexible site settings

Easy administration for trunk connections and telephony properties.

Phone provisioning

Simple, flexible configuration settings for SIP phones.

"We have to ensure our teams follow correct process and give the most accurate information and best advice every time. That’s a lot easier now we have intelligent routing, call recording and workforce planning in the same solution."

Melissa Simpson

Chief Customer Officer

Feros Care

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Flexibility to bring your own carrier

Bring Your Own Carrier (BYOC) lets you leverage your own preferred local or cloud carrier within the Genesys Cloud CX platform.

You can maintain an existing relationship with your carrier or establish a new one. Choose the telephony infrastructure that fits your needs—on-premises or in the cloud. And control your voice costs.

Learn how Genesys Cloud CX takes inbound without bounds.

Explore the interface, features and functionality of Genesys Cloud CX. In this self-guided tour, you get to experience the call centre software through the eyes of your agents, supervisors and management.