Deliver unmatched BPO service with an industry-first innovation platform
Innovation continues to be imperative for Business Process Outsourcers today. The rapid rise of AI has magnified this need, driving BPOs to urgently reduce costs, boost agility, and scale new services effortlessly.
With Genesys, you can build a platform that accelerates your customers’ digital transformation and AI adoption. Seamlessly scale with outcome-driven solutions and set the standards for delivering unique, scalable experiences.
Elevate your customer journey with a true AI-powered experience
Deliver exceptional customer experiences with an innovative CX platform, designed to elevate your
BPO operation. Empower agents with integrated tools for faster, more efficient interactions across multiple channels, delivering personalised and seamless customer journeys.
Streamline operations with native AI capabilities
Automate high-volume tasks to free your agents for impactful, personalised interactions that drive satisfaction and loyalty. Scale your operations quickly and efficiently to meet fluctuating demand with a flexible, pay-as-you-go model.
Improve service quality at scale
Empower your agents with the best tools at their fingertips. Equip them with auto-summarisation and next-best actions for proactive engagement. Monitor interaction quality in real-time and continuously elevate your service standards.
Revolutionise your CX ecosystem
Maximise technology investments for exceptional experiences. Seamlessly integrate your contact centre with essential business systems. Use open APIs and integrations to accelerate your go-to-market strategy and achieve faster time-to-value.
Scale with confidence through a cloud-native platform
Growth is the key to success. Business process and CX outsourcers need a seamless agile solution to stay competitive. With the Genesys cloud-native infrastructure, you can meet fluctuating demands swiftly, onboard new clients with ease, and tactically expand teams without lofty investments. Whether you’re navigating peak season surges or exploring new markets, our solutions offer the flexibility and reliability you need to grow confidently.
Make support and uptime reliable
Clients require constant availability. Ensure reliable access with 24/7 customer service, advanced troubleshooting, and comprehensive Service-Level Agreements (SLAs).
An auto-scaling microservice architecture also enables you to handle demanding workloads, busy seasons, and business growth effortlessly. Focus on the interactions that truly matter and maintain smooth operations during peak times, backed up by a 100% credit guarantee for maximum availability and reliability.
Robust security, compliance, and data privacy
Maintaining top-tier security means ensuring your BPO meets global regulatory standards. Genesys achieves this with a defense in-depth strategy, featuring multiple layers of security mechanisms and GDPR-compliant measures.
Safeguard customer and business data across all operations with external penetration testing, attack defense automation, and TLS/AES-256 encryption. Maintain privacy and security while delivering exceptional service.
Anticipate and exceed client needs from day one
Equip your agents, supervisors, and managers with complete visibility across voice, digital, and social channels. Understand customer needs through real-time speech, text, and sentiment analysis. Deliver proactive support on preferred channels with messaging that truly resonates.
Transition from manual scheduling to predictive analytics for precise short- and long-term planning. Utilise AI-powered forecasting to analyse patterns and trends, allocate resources efficiently, and foresee demand spikes. Elevate customer satisfaction and loyalty by delivering the right level of support at the right time, every time.
Enhance EX for better business outcomes
Empower your team with a unified platform that fuels their success. Leverage AI-powered evaluation to pinpoint employee performance patterns and knowledge gaps.
Drive continuous growth through personalised learning paths and gamified challenges. Enable employees to track their progress easily on eLearning assignments, coaching sessions, and performance metrics. Cultivate a supportive company culture that promotes a sense of purpose, enhances retention, and drives unparalleled performance.
See what our customers have to say
Deliver unified and seamless experiences on a single platform
Crafting a seamless and unified experience is a balancing act between security and personalisation. By investing in an all-in-one cloud platform with API-first architecture, you can take that first step to achieve intended scaling with your BPO needs.
Trusted by leading BPOs around the world
Empower your employees with omnichannel capabilities to exceed customer expectations.
Related resources
Redefine your customer service with your partner for success
Experience the future of customer service with Genesys. Elevate operational efficiency, seamlessly unify your systems, and deliver exceptional customer experiences. Accelerate your business growth by exceeding evolving client expectations.
Schedule a demo today to discover how Genesys can transform your customer interactions and drive superior outcomes.
Thank you for your interest.
We’ll contact you directly to set up a date and time that works with your schedule.
