GET the easy,
Contact centre

Connect phone, email, chat and social
through one seamless tool.

Power deeply connected,
meaningful experiences

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 Cloud CXTM 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.

What Genesys Cloud CX can do for you


Satisfied customers

Create fluid customer conversations across digital and voice channels. Predict and understand customer issues before they escalate — or before they even happen.

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Happier employees

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.

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Better business outcomes

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.

Explore some of the features of Genesys Cloud CX

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Customer self-service

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.


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.


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.

Digital channels


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.

Voice services

Genesys Cloud CX Voice

This VoIP telephony service provides public telephony access to any Genesys Cloud CX 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 CX 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 CX voice services anytime, anywhere with a simple web interface.

Inbound routing

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.


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.


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

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.

Workforce engagement

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.

Unified communications

Anywhere access

Give your agents who are working remotely and in globally distributed teams a modern, integrated communications solution. With the Genesys Cloud CX 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 CX 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.

Reporting and analytics

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.

Integrations and apps

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 CX 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 CX platform

The Genesys Cloud CX 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.

Secure. Resilient. Compliant.

Choose the secure, trustworthy solution for your cloud-based contact centre. The Genesys Cloud CX 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.

What our customers are saying

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“During the spread of COVID-19, we found that the number of customer interactions increased two to three times than before. Genesys Cloud CX helps us in covering the extra volume of customer contact. We know we can’t keep adding agents in our contact centre facility. For us, automation — like voice or chatbot technology — is part of the self-service modernisation. With Genesys and Google Contact Centre AI, we found that we could use technology, like text-to-speech and automated speech recognition, to deliver new content faster. Google Dialogflow and Genesys Designer help us create new chat and call flows without having all the traditional knowledge. With the new agent desktop, our agents can now work faster during and after customer conversations. We could save one to two minutes per call.”

K. Santhiphap Phoemmongkhonsap, Senior Director, Cloud and Digital, TOT Public Company Limited

See what six analyst and user reports have to say about Genesys Cloud CX.

We have options to fit your needs

Make it custom with the Genesys Cloud CX platform

Building on the solid foundation detailed above, the Genesys Cloud CX platform offers robust customisation and expansibility options to meet your unique business needs.

Manage complexity with the Genesys Multicloud CX solution

Designed with the world’s largest brands in mind, the Genesys Multicloud CX™ solution powers sophisticated customer experiences and digital transformation at any scale.

Explore pricing options for Genesys Cloud CX

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.

See everything you
can do with Genesys Cloud CX.

Request a demo to see how Genesys Cloud CX 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.

Thank you for your interest.

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