Enterprise contact centre software. Every experience. Any cloud.

To complement your self-service strategy, render bots across all channels — from web and mobile to messaging apps and voice. Intent classification ensures that your customers are connected to the right self-service process or agent skill, improving containment and first-contact resolution.

Predictive routing harnesses the power of AI to get the results you define as most important. Whether your goal is to improve customer satisfaction, increase efficiency or drive revenue, you can customise the model that determines the best agent-to-customer match.

Predictive engagement lets you proactively observe and analyse customers’ attributes and behaviours when they’re on your website or interacting with your contact centre. You can better predict what customers are trying to achieve when they interact with your brand — and respond accordingly.

Provide customer self-service and agent-assisted service with IVR flows you can administer yourself while leveraging the industry’s best speech recognition capabilities. And, if an agent is needed, seamlessly transition the customer—with full context—to the right agent at the right time.

Simplify the customer journey with conversational voicebots that move freely across interactions and channels. Manage, unify and orchestrate any bot across phone calls, webchat, mobile messaging and smart speakers.

Give customers 24/7 self-serve assistance with artificial intelligence (AI)-powered chatbots. Integrate voicebot and chatbot interactions using built-in Genesys bots and third-party options from your favourite cloud vendors.

Genesys Multicloud CX maintains strong encryption, logical isolation, stringent multi-tenant security standards and multi-factor authentication. Industry-leading monitoring tools and quality assurance processes make sure that our security experts proactively find issues long before they affect you.

A comprehensive approach to security safeguards your critical data and protects your assets from threats. We take a multi-faceted approach to mitigating risk, including ensuring that the entire Genesys ecosystem is thoroughly monitored and evaluated for potential risks.

Genesys maintains multiple key industry and regional certifications. This means your business can ensure that your customers’ data remains private and that your operations comply with critical regulations — regardless of your industry or location.

Web chat lets you quickly resolve any customer situation, enabling your agents to respond immediately, or proactively step in if a transaction stalls. Easily transition from a self-service chatbot to a live agent with full interaction and customer context.

With Genesys Multicloud CX software, email is integrated into the consistent omnichannel experience your business provides. Set up appropriate auto-responses and route emails to the right agent group based on content analysis.

Interact with customers through text messages, Apple Business Chat, WhatsApp and Facebook Messenger. Context and content are never lost, and conversations can resume at any time — right where they left off.

Inbound voice routing uses your company’s defined business priorities to segment and prioritise interactions by agent skill and cost-effectiveness. This enhances your ability to meet your SLAs for all voice interactions — without creating complex routing strategies or adding resources.

Offer customers the convenience of a callback. Callers keep their spot in line — but instead of waiting on hold, they can request a callback when an agent is available or at a convenient, scheduled time. You can also provide this option from your website or mobile app.

Manage automated processes for workstreams across an entire organisation. Create a streamlined process flow that includes SLAs for tasks across an entire company and integrates with a variety of systems (ERP, CRM etc.) — even homegrown integrations.

Create long-lasting opportunities with advanced outbound campaigns. The built-in Genesys Multicloud CX automated outbound dialler has the features, power, scale and flexibility you need to manage campaigns, assign rules, import lists, automate jobs and report on results.

Genesys outbound software supports blended agents. By blending inbound and outbound calls — either to a specific agent group or to the entire population of agents — you can increase agent utilisation, reduce overall call wait times and smooth overall call volume.

Reach out proactively in a timely, personalised and contextual way. Automate notifications using voice or SMS to save time and keep customers informed.

Every uploaded contact record is enriched with global compliance data. This feature enables business users to consistently adhere to global and regional regulatory requirements.

Monitor engagements across channels with interaction and screen recording. Ensure that your team provides customers with accurate information. Monitor productivity to help employees work more efficiently. Protect your business with transaction recordings that hold up in a court of law.

Unlock key insights within customer interactions. With interaction analytics, you have a single application to analyse conversations across all channels in the exact same way. Mine recordings for specific phrases that indicate key events in customer experience, agent performance, sales and compliance.

Genesys Workforce Planning tightly integrates your contact centre platform and routing. Easily manage employees across locations, communication channels, skills and work items. Boost efficiency while reducing costs associated with overtime and employee turnover.

Built-in integrations deploy quickly, configure easily and provide intelligent routing for all interaction types, automated logging and screen pops. Pre-built CRM integrations are available for Salesforce, ServiceNow and Microsoft Dynamics 365.

Whether you want to integrate with a business intelligence system or introduce capabilities like agent gamification, our growing AppFoundry^® Marketplace has a solution to meet your needs. Genesys Multicloud CX also offers native availability to integrate with third-party workforce management systems.

Build what you envision, in any programming language, using the same fully secured and versioned public REST API that Genesys developers use. Our APIs, SDKs and open-source projects are continually updated; and our Developer Community is eager to help.

Measure contact centre KPIs on day one. A collection of more than 30 voice and digital reports based on industry best practices are available out of the box. Make decisions using historical insights collected on agents, agent groups, queues, routing points and more.

Monitor and analyse your contact centre activity in real time. With the dashboard tool, you can equip users with dashboards that allow them to fulfill their own reporting needs. Users can generate data visualisations, combine multiple reports into a single view and create unique reporting stories.

Analyse the behaviour of your self-service and assisted-service applications in real time. Dashboards allow you to quickly diagnose faults, navigate problems and identify situations that affect your business performance.