Better customer service software means better experiences

Start providing the experiences your customers want — and the call centre tools your employees need.

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Easier customer service is possible

Achieving impeccable customer service can feel daunting. That’s because no matter how big or small your company is, a siloed contact centre just makes everything harder. Whether you’re checking a taxpayer’s bill, tracking a product shipment or reviewing patient records, you should be able to access all customer data in real time for a unified customer experience. When your systems are seamlessly integrated in one customer service platform, you can empower teams to deliver the most helpful service across any channel.

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Elevate your customer service

Build your dream customer service centre. Cloud-based call centre software gives your business greater flexibility and scalability — with lower upfront costs.

Total flexibility

Choose what’s best for your service centre and tailor the solution to your needs — without asking IT for help again and again. Then, measure the results to gauge effectiveness. We built Genesys Cloud™ to give you the flexibility and adaptability that’s absolutely necessary to keep up with change.

Smarter data

All the data in the world doesn’t mean anything unless you can interpret it. That’s why we spend so much time relating your data and making it easier to use, so you have the insights to make smarter decisions. From phone calls to social media inquiries, connect touchpoints for 360-degree visibility.

Proactive customer experience

It’s not enough to just listen. Customers want you to take action. The right technology allows you to be proactive, empowering employees to identify intent, review past interactions and get to the heart of the matter. Every chat, ticket and transcript is at your agents’ fingertips to preemptively solve challenges.

Brands who are mastering the customer experience

Genesys aligns closely with our belief that viewing everything through the customer lens is key to delivering differentiated experiences. Today, that requires continual innovation, which is exactly what Genesys Cloud helps us achieve through its robust capabilities and continuous release of new features and enhancements.

— Brent Alexander, National Manager, Customer Relationship Centre

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Despite our youth, we know that customer engagement is essential to delivering value. The technology behind Genesys Cloud gives us what we need for an effective customer engagement strategy without draining resources.

— Daren Jackson, CEO

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Genesys named Top Rated for contact centre software by TrustRadius

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More capabilities, less hassle

Innovative solutions that grow with your business

Workforce engagement management

Great customer service doesn’t come without first understanding your workforce engagement. Make service team management easier with long-term workforce planning, forecasting and scheduling; unified communications and collaboration, performance management and more.

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Digital customer engagement

Be everywhere your customers are — at every touchpoint on every channel. Engage users with bots and connect customers to the right resource the first time.

Provide your most proactive service yet with chatbots, predictive web engagement, customer journey management and more.

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Call centre software — more than just calls

Build the next-generation contact centre you’ve been dreaming of. Handle more than just phone calls with automated routing, chat, voice services, email capabilities and social — all backed by cloud security. Do more than field inquiries. Start building relationships that matter.

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Customer self-service

Help your customers help themselves with intuitive self-service tools that provide answers faster — and keep your agents productive. From artificial intelligence (AI) that learns from customer behaviours to IVR that makes their lives easier, self-service tools make all the difference when growing loyal fans.

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Integrations and apps

We get it — your tech stack is the perfect mix of apps tailored to your business. Adopting new call centre software doesn’t have to mean starting from scratch. We help unify your systems with open APIs so you can add new functions as needed to meet customer demands — giving your IT team much-needed time back.

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Reporting and analytics

There’s way more to call centre reporting and analytics than just counting calls. Make smarter decisions, achieve your goals and improve conversion rates with insights that dig deep. Capture data points across channels for a 360-degree view of every customer to improve experiences.

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You call the shots

Choose the right mix of capabilities to fuel your contact centre growth.

The best part about a flexible platform is that you can pick and choose which capabilities work best for your organisation. Whether you’re a global enterprise or a small business, our library of capabilities helps you meet and exceed daily KPIs, promote your products and services, increase productivity, streamline processes and arm your team with tools and training. Plus, extend call centre solutions to your sales and marketing teams, too. Anything is possible in a single, unified platform.

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Resources

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Gartner Magic Quadrant for Contact Centre as a Service

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Critical capabilities for Contact Centre as a Service

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Spend money. Make money.

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A practical guide to contact centre change management

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Set a new standard for customer service

Stand out as an industry leader in customer service, no matter your size or industry. Start by enabling your team to handle customer requests and issues across all channels more efficiently, while meeting your metrics.

See Genesys in action by requesting a free demo today. Discover how our all-in-one cloud platform goes beyond basic call centre software to deliver smarter, more memorable interactions.

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About Genesys

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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