Gain flexibility and control with a multicloud contact centre solution

Meet complex requirements to personalise experiences at scale.

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Power personalised customer experiences at scale

Enterprise contact centres have complex needs — from the latest communication channels to flexible deployment options. Genesys Multicloud CX™ contact centre software is the solution of choice for leading global brands that need sophistication at scale.

The full-featured Genesys Multicloud CX omnichannel engagement solution supports your larger digital transformation initiatives. And it gives you a competitive edge in today’s market.

Execute your ideal customer journeys


Unified experiences

Unify all voice and digital channels, self-service, work items, and inbound and outbound interactions. Get the foundation you need to create more holistic, personalised experiences for your customers and employees.

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Powerful routing

Match the right resource to the right customer for better results. Best-in-class enterprise routing makes the most of automated and assisted engagements. Monitor it all in real time with unparalleled analytics.

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Flexibility and control

Choose the deployment model that’s best for you: on-premises, public or private cloud. Customise your environment with pre-built integrations or flex your developer muscles and build using our APIs and SDKs

See what Genesys Multicloud CX can do

Customer self-service

Speech-enabled IVR

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.

Digital channels


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

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.

Co-browse and screen share

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 routing

Skill- and cost-based routing

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.

Workload distribution

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.

Outbound campaigns

Campaign management

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.

Inbound/outbound blending

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.

Proactive notifications

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

Compliance rules

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

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.

Reporting and analytics

Out-of-the-box and customised reports

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.

Management-friendly dashboards

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.

Real-time and historical views

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.

Integrations and apps

CRM integrations

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.

AppFoundry Marketplace

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.

APIs and SDKs

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.

AI-optimised operations

AI-powered bots

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

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

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.

Security and reliability

Proactive security

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.

Comprehensive risk management

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.

Industry compliance

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.

Secure. Resilient. Compliant.

Genesys Multicloud CX software meets and exceeds modern security standards. Key third-party certifications and rigorous regulatory compliance mean you can trust that customer and business data remains private — no matter your industry or location.

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1. Genesys also uses Standard Contractual Clauses for data transfers to the United States. 2. Only available for Genesys Multicloud CX. 3. Learn about our FedRAMP-certified solution.

What our customers are saying

2021 Forrester Research Report

The Three Customer Service Megatrends In 2021:
Post-Pandemic Customer Service Excellence

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Global strategic alliances

Genesys has forged strategic alliances and partnerships that make it easy to build a rich multivendor ecosystem and maximise your investments.

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Provide tailor-made experiences and leverage your existing Microsoft investments, including Azure, a global enterprise cloud platform that’s built for security and scale.

Google Cloud

Google Cloud

Combine natural language understanding and speech capabilities from Google Cloud with industry-leading cloud contact centre software from Genesys.



Transform your engagements across customer touchpoints and communication channels with best-in-class integrated solutions.

Browse our app marketplace for out-of-the-box integrations, add-ons and plug-ins

It’s easy to connect your Genesys solution with other mission-critical systems like CRM systems, HR programs, workforce management, business intelligence tools, third-party AI and more.

We have options to fit your needs

Easily manage and track work items

Gain visibility and control when work items such as email, claims or application processing are classified, prioritised and routed to the next best agent

Choose your deployment model

With Genesys Multicloud CX, our multicloud approach offers the choice of private cloud, on-premises, or public cloud deployment, giving you flexibility in infrastructure, deployment and management.

Safeguard your customers and your business

We’ve spent years refining and testing our development philosophy and cloud-based architecture. So you get a customer experience platform that’s battle-tested, validated and fully secure.

See all you can do with
Genesys Multicloud CX.

Request a demo to see how Genesys Multicloud CX software enables fluid conversations across digital and voice channels in an easy, unified interface.

Discover how your company can reap the benefits of a sophisticated and feature-rich solution, transforming your contact centre into an experience centre virtually overnight.

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