Gain flexibility and control with a multicloud contact centre solution

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.

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.

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 left off. This allows customers to interact with you at their own convenience.

See what your customers see and make interactions simple and painless with co-browse. If customers are having trouble, they can share their browser pages with your contact centre agents or knowledge experts. And they can chat or talk with an agent or expert at the same time.

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.

If your contact centre is busy, you can use the IVR to offer a callback option, while callers keep their positions in the queue. Scheduling immediate or delayed callbacks increases customer satisfaction, eliminating the need to wait on hold to speak with an agent.

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.

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.

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.

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.

Measure key 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. The user-friendly platform has drag-and-drop functionality that lets you build new reporting visualisations in minutes.

Facilitate real-time analysis and monitoring of all your critical contact centre activities and data. You can empower users to meet their own reporting needs via self-service capabilities, including combining multiple reports into one view and creating unique reporting stories.

The Genesys Multicloud CX CX Insights portfolio lets you view historical and real-time insights with scheduling and contact-routing strategies by using statistics collected about agents, agent groups, queues, routing points and more. Find out exactly what your data is telling you.

Say goodbye to lengthy professional service engagements. Pre-built CRM integrations are available for Salesforce and Microsoft Dynamics 365. These built-in integrations deploy quickly, configure easily and provide intelligent routing for all interaction types, automated logging and screen pops.

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.

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.

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.