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contact centre solution
Connect phone, email, chat and social through one seamless tool.
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Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size.
We’re constantly innovating. See the latest customer and employee experience releases.
See how Genesys solutions meet and exceed modern security standards.
Add value and functionality fast through our AppFoundry Marketplace.
Extend functionality without directly using an API. No programming required.
Consult the experts and get the tools for seamless cloud-to-cloud migrations.
Smooth your move to the cloud with experience, expertise and a personalised plan.
Take your Genesys experience to the next level. See what’s possible.
Run your contact centre with software that makes great customer experience easy.
Give customer emails the attention they deserve with better management tools.
Make your website a conversation starter with live chat and solve issues in real time.
Keep the (two-way) conversation going on your customers’ favorite messaging apps.
Give your customers 24/7 self-serve assistance with intelligent automation.
Build better bots with natural language understanding for smart self-service.
Craft a custom call center with apps and integrations.
Attract, nurture and retain the best agents for your call centre.
Power deeply connected experiences through the seamless, all-in-one contact centre solution.
Deliver competitively superior customer experiences and digital transformation at any scale.
The best brands in Asia Pacific innovate with Genesys.
Choose a dedicated partner that works with you before, during and after your deployment.
Join us in celebrating heroes in headsets — the agents who go above and beyond.
A community of continuous learning and innovation for customer experience professionals.
Learn about Genesys and discover why we’re trusted by 11,000 companies worldwide.
See how Genesys call centre and customer experience solutions help businesses succeed.
Find the right Genesys partner or join our partner network. We’ll help you reach your goals, together.
Create experiences rooted in empathy — to build trust and earn loyalty.
Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward.
Learn how to serve customers where they are and guide them on more productive journeys.
Explore ways to engage and empower your team — because helping people is a great job.
Maximise your customer experience technology to reach your goals and delight customers.
Win and keep customers with a blended approach to sales, marketing and support.
Save the date for these upcoming Genesys events — virtual and in-person.
Gain insights from customers, employees, industry thought leaders and more.
Watch and listen your way to better customer experience and more connected moments.
Explore the features and functionality of Genesys Cloud in this self-guided tour.
Connect phone, email, chat and social through one seamless tool.
Imagine a new world where contact centres run so smoothly that customers feel satisfied after every interaction — a world where employees are excited to go to work each day.
The Genesys CloudTM solution makes that world possible. Thousands of businesses around the globe use this easy, all-in-one contact centre solution to deliver seamless customer experiences.
Create fluid customer conversations across digital and voice channels. Predict and understand customer issues before they escalate — or before they even happen.
Make it easy for agents to resolve issues fast with an intuitive interface. Empower employees to find solutions together with collaboration tools that let them talk, video, chat and search.
Seamlessly integrate with Salesforce and other CRM tools to add context to customer journeys. Reduce costs, boost sales and automate routine tasks with Genesys AI.
Speech-enabled IVR
Equip your customers to resolve issues faster with speech-enabled IVR. Natural Language Understanding (NLU) lets your customers interact with your system in a way that feels completely natural.
Voicebots
Simplify your customer journeys with conversational voicebots that move freely across interactions and channels. Manage, unify and orchestrate any bot across phone, web chat, mobile messaging and smart speakers.
Chatbots
Give customers 24/7 self-serve assistance with artificial intelligence (AI)-powered chatbots. Handle tasks more efficiently across any digital channel by automating conversations with bots — and make it easy to transfer to an agent while keeping the full interaction context.
Chat
Quickly resolve any customer situation with web chat. It enables your agents to respond immediately or step in proactively if a transaction stalls. Easily transition from a self-service chatbot to a live agent with full interaction and customer context.
Integrate email into your consistent omnichannel experience. Set up appropriate auto-responses and route email to the right agent group based on content analysis.
SMS and messaging apps
SMS and messaging apps create conversations that can live forever. Context and content are never lost, and conversations can resume at any time, right where they stopped. This gives customers a way to interact with you at their convenience.
Co-browse and screen share
See what your customers see and make interactions simple and painless with co-browse and screen share. If customers are having trouble, they can share their browser pages with your contact centre agents or knowledge experts while chatting or speaking with the agent or expert.
Genesys Cloud Voice
This VoIP telephony service provides public telephony access to any Genesys Cloud services to which you subscribe. You can purchase phone numbers directly from us or bring existing numbers with you.
Bring Your Own Carrier (BYOC)
Leverage your preferred local or cloud carrier with the Genesys Cloud solution. You can maintain an existing relationship with your carrier or establish a new one. Choose the best telephony infrastructure to fit your needs.
DIY administration
Straightforward administration lets you scale your cloud communications with ease for a 100% cloud-based call centre solution. Purchase, provision and manage your Genesys Cloud voice services anytime, anywhere with a simple web interface.
Inbound voice routing (ACD)
Inbound voice uses your company’s defined business priorities to segment and rank interactions. This enhances your ability to meet your SLAs for all voice interactions — without creating complex routing strategies or adding resources.
Voicemail
Ensure the continuity of your customer service operations with agent and group voicemail. Receive email notifications for new messages, configure your own greetings and get multi-language support.
Callback
If your contact centre is busy, use IVR to offer an option for callback while allowing callers to keep their positions in the queue. Scheduling immediate or delayed callbacks eliminates the need for customers to wait on hold to speak with an agent — and that increases customer satisfaction.
Outbound campaigns
Create long-lasting opportunities and decrease the volume of inbound calls to your contact centre with basic outbound campaigns. Send highly personalised, timely and relevant notifications on your customers’ preferred channels.
Inbound/outbound blending
Genesys outbound software supports blended agents. By blending inbound and outbound calls to a specific agent group or the entire population of agents, you can increase agent utilisation, reduce overall call wait times and smooth overall call volume.
Proactive notifications
Reach out proactively in a timely, personalised and contextual way. Make it easy on your customers by using predictive dialling to target the right customers and streamline interactions. Automate notifications to save time and keep customers informed.
Employee performance
Track, manage and boost your service levels with tools to monitor performance, support employee development and engage with workers in ways that drive results. Empower your managers, increase speed to competency for new hires and gamify contact centre KPIs.
Resource management
Allow workforce managers to work with short-term forecasts and improve forecasting efficiency by leveraging AI. Simplify your workforce scheduling with flexible rules, manage time off and provide accessibility through a single unified employee user interface.
Quality assurance
Follow your customer experience interactions closely to maintain quality and adhere to corporate policies. With interaction recording and screen recording, you can record all interactions, including voice calls and employee screens.
Anywhere access
Give your agents who are working remotely and in globally distributed teams a modern, integrated communications solution. With the Genesys Cloud solution, your teams aren’t bound by location or hardware. This web-based unified communications solution, softphone and native mobile apps keep your workforce united, equipped and engaged — no matter where they are.
Business communications
The Genesys Cloud solution seamlessly connects contact centre users, business users, vendors, partners and customers. Unifying communications across your company drives faster agent response times and improves business outcomes.
Agent collaboration
Collaboration tools give teams access to communication channels from a single application — on any device. Agents can use video, softphone, screen sharing, persistent chat channels, rich employee profiles and document management — all in one integrated solution.
Performance dashboards
Up-to-the-second analytics and real-time dashboards provide the information you need to manage your contact centre across multiple teams and channels. Customise dashboards to match your unique needs and help you respond in the moment.
Historical reporting
Preserve historical context across your call centre and generate reports so you can track and analyse service levels, call times, resolution rates, customer satisfaction and other critical KPIs.
Real-time and historical views
Unite real-time and historical data. Organise and search by customer or interaction, and gain clarity with customised and consistent reporting that gives you true insight into your data.
AppFoundry Marketplace
Visit the Genesys AppFoundry Markeplace to browse and quickly deploy more than 315 third-party apps. Find everything you need to extend and enhance your Genesys Cloud solution — from easy CRM integrations to creative ways to use AI and automation.
Pre-built integrations
Say goodbye to lengthy professional service engagements. Pre-built integrations, developed and supported by Genesys, are quick to deploy and easy to configure. And they simplify integrations with other business systems, such as CRM systems and AI solutions.
Genesys Cloud platform
The Genesys Cloud platform is a flexible, scalable Software as a Service contact centre experience that can integrate with existing systems and grow with the pace of your business. And it empowers you to expand on a development platform with robust API tools.
Choose the secure, trustworthy solution for your cloud-based contact centre. The Genesys Cloud solution meets and exceeds modern security standards with external penetration testing, attack defence automation, and TLS and AES-256 encryption. Key industry certifications for regulatory compliance mean you can trust that customer and business data remains private — no matter your industry or location.
K. Santhiphap Phoemmongkhonsap
Senior Director, Cloud and Digital
TOT Public Company Limited
Melissa Simpson
Chief Customer Officer
Feros Care
Jason Lock
Head of Contact Centres
Westpac NZ
Building on the solid foundation detailed above, the Genesys Cloud platform offers robust customisation and expansibility options to meet your unique business needs.
Designed with the world’s largest brands in mind, the Genesys Engage™ solution powers sophisticated customer experiences and digital transformation at any scale.
Our flexible pricing options are designed to help you purchase only the capabilities you need. If you want to scale down or upgrade at any time, we make it easy.
Request a demo to see how Genesys Cloud enables fluid conversations across digital and voice channels in an easy, all-in-one interface.
Discover how your company can reap the benefits of a speedy deployment and simple administration, transforming your contact centre into an experience centre virtually overnight.
We'll contact you directly to set up a date and time that works with your schedule.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.
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