Genesys Multicloud CXEnterprise contact centre software. Every experience.
Any cloud.

Enable customers to use the most popular messaging channels like WhatsApp, Facebook Messenger or Apple Messages for Business to provide a consistent, uninterrupted conversation with your brand — orchestrated from a single solution.

Turn simple inquiries into asynchronous dialogs, providing agents with full context and understanding of each conversation. Keep your customer experience consistent by applying your engagement rules, no matter the channel.

Allow agents to handle thousands of emails daily while ensuring timely and effective responses. Business users can easily set up categorisation, routing and prioritisation rules to meet their SLAs in the most efficient way.

Say goodbye to static and complex IVR call flows. With Genesys Multicloud CX, you can easily create dynamic self-service flows across channels with best-in-class speech recognition, text-to-speech and natural language technologies at scale. The outcome is a frictionless experience for your customers as you quickly address their needs.

Elevate and expand your self-service by adding conversational voicebots to your IVR. Whether you prefer Google Contact Centre AI (CCAI), Amazon Lex, Microsoft Luis or any other vendor, you can import, build and orchestrate industry-leading AI dialog flows at scale — all while staying in control of self-service performance with insightful analytics.

Let bots instantly address customer questions as they engage through digital channels on any device. Expand self-service with interactive menus, forms, pictures and videos. And use AI machine learning to continuously improve chatbot accuracy, speeding up future engagements and increasing customer satisfaction.

Surpass the limitations of classic ACD. Incorporate virtual agent groups to provide dynamic customer-to-agent connections without touching your routing rules. You’ll benefit from reduced administration, maximum routing accuracy and greater agent efficiency.

Offer customers the convenience of a callback from any device. Callers keep their spot in line, but instead of waiting on hold can get an outbound call when an agent is available or scheduled at a time that’s convenient for them. Consumers benefit from the convenience, and you level out peak call volumes.

Stay in control of work items — even those not typically within a call centre, such as sales leads, service requests and disputes. And do this all with the same SLAs, visibility, routing control, tracking and reporting. You gain visibility into operational performance across the enterprise and your customers don’t get lost as they engage outside the contact centre.

Consistently stay in control of all your outbound campaigns.
For your largest, most complex campaigns, maximise productivity with dialing rates of more than 125 calls per second across voice, SMS and email. The user-friendly interface lets you define rules, automate list imports and see the results.

Genesys Multicloud CX gives you the freedom to blend inbound and outbound agents — from a specific agent group to the entire agent population. When inbound calls are peaking, you can automatically offload calls to outbound agents. The results are increased agent utilisation and reduced overall call wait times.

Tell your customers and prospects what they need to know at the right moment. Proactively reach out in a timely, personalised and contextual way using their favorite channels, such as voice calls, email or SMS.

When it comes to outbound, you need to stay in compliance with local, regional and global regulations. Leverage user-friendly and native role-based tools to quickly create, modify and audit compliance rules.

See all that’s happening as it unfolds. Dashboards let you monitor and analyse contact centre data so you can spot trends in real time and take immediate action. With the dashboard wizard tool, you can quickly customize views to your specific needs. Users can generate data visuals based on any number of parameters, KPIs and graphics.

Spot trends and gain a clearer view of what’s happening using any contact centre data point. Out-of-the-box reports let you measure contact centre KPIs from day one and then customise to make your data relevant and actionable. Add external data from across the business to make your reports even more insightful.

Know your contact centre is working at peak performance. Quickly diagnose faults, navigate problems and identify situations that affect operations. Dig deep into each of your contact centre applications — like bots, routing rules or self-service — to see if your current configuration is functioning optimally based on business goals and customer needs.

Voice and digital recordings drive quality, enhance training and ensure compliance. Monitor engagements across channels, track productivity and discover improvement areas. Stay compliant with the flexibility to encrypt and store recordings as mandated. Your employees will be more productive, while you protect your business with transactions that hold up in a court of law.

You can’t rely on chance. Unlock customer interaction insights hidden within your unstructured data. By combining speech and text analytics, recordings and quality, you can better understand employee behaviors that affect your service quality. Genesys Interaction Analytics automatically processes millions of data points with the highest accuracy to create actionable insights.

Make employee schedules the heart of work-life balance. Native workforce management lets planners build schedules that deliver on service-level objectives, adhere to labor laws and satisfy employees’ preferences. Easily control your diverse workforce, whether in-house or outsourced, across locations, communication channels, skills and work items — all from a single, centralised command centre.

Make it easier to self-serve. Resolve customer issues faster with any number of specialised bots across voice, mobile and digital channels. Employees are better equipped to perform at their best with useful information the moment they need it. Orchestrating with the Designer tool lets you leverage any number of bot technologies.

Make the jump to strength-based routing. Predictive routing uses agent and customer data to rank each agent’s ability to manage every interaction type. As an interaction comes in, predictive routing determines the match most likely to result in an optimal impact on KPIs. The result is better handle time, fewer transfers and increased FCR.

Know when it’s time to engage on your website. Predictive engagement analyses the attributes and behaviors as people navigate your website. Offer proactive chats, coupons and even live assistance the moment customers are stalled or abandon their shopping carts. You’ll get improved conversion rates and increased revenue.

Built-in integrations deploy quickly and configure easily. Pre-built CRM integrations are available for Salesforce, ServiceNow and Microsoft Dynamics 365. Now you can equip contact centre employees with all the tools they need in a single interface.

Whether you want to integrate with a business intelligence system or introduce capabilities like video or gamification, the Genesys AppFoundry® Marketplace has a solution. There are also specialized applications available for specific industries.

Take customization to the next level. 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.

Genesys Multicloud CX maintains strong encryption, logical isolation, stringent multi-tenant security standards and multifactor authentication. Industry-leading monitoring tools and quality assistance processes ensure 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 multifaceted 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, including FedRAMP, HITRUST and GDPR. This means your business can ensure your customers’ data remains private and your operations comply with regional and industry regulations.