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Why Genesys

Organisations of all types can quickly and easily deliver seamless
omnichannel customer journeys and build lasting relationships.

What we do

Today, contact centres need to handle much more than phone calls. Customers also want support on your website, social media channels or app. A simple phone system won’t cut it anymore. You need to be ready to respond in real time on your customers’ channels of choice.

For that, you need cloud-based contact centre software with all the essentials built in. This includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimisation, analytics and easy ways to connect your other business systems.

Genesys has you covered for all the ways you want to connect with customers through the power of cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while improving employee experiences.

Founded in 1990, Genesys has over 11,000 customers across more than 100 countries and is recognised by analysts and our customers as an industry leader for both cloud and on-premise customer experience technology. Genesys remains focused on delivering value to our customers through innovations that deliver the best business outcomes.

Our two primary product offerings:

Genesys Cloud

An easy to use, all-in-one solution and the world’s leading public cloud contact centre platform, Genesys Cloud is designed for rapid innovation, scalability and flexibility while remaining secure and resilient. It supports businesses small to large, simple to more complex.

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Genesys Engage

With the industry’s first true multicloud architecture for contact centres, Genesys Engage provides highly sophisticated customer experience, superior choice and flexibility and maximum control when needed. Available on-premises, private cloud and public cloud.

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Product Features and Capabilities

Contact Centre Software

Seamlessly consolidate contact centre and business communications in the all-in-one platform.

Unified Communications

Unite your team and create a more effective workforce. Give teams access to communication channels from a single application, on any device.

IVR

Drive better customer experiences while making your business more profitable, versatile and scalable with an intuitive automated IVR system.

Service Automation

Use self-service and automation for better customer experience across channels. And lower your costs

Predictive Web Engagement

Know who’s visiting your website and why. Then automatically direct them to the next best step

Reporting & Analytics

Get a complete view of your call centre activities. Let data inform decisions and drive customer experience.

Integrations & Apps

Connect business-critical systems or add new tools and functionality to your call centre software.

Workforce Engagement

Attract, nurture and retain the best agents for your call centre. Give all the tools agents need to be effective in a single platform.

Artificial Intelligence

Today’s call centre doesn’t need to be a cost centre. With Genesys AI, deliver customer and employee experiences effectively, efficiently — and profitably.

All capabilities

Choose a dedicated partner that works with you before, during and after your deployment.

The right cloud contact centre software designed for trust, transparency and security that makes providing a great customer experience easy, from call centre basics to the latest CX innovations. It lets you customise your call centre with apps and integrations without bothering IT.

Trust and Security

Build your contact centre on a scalable cloud platform you can trust.

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.

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Innovation

Welcome to a new and easier way to stay informed. Our seasonal market launches showcase what’s new with Genesys solutions.

Each market launch highlights the best of what’s new for our products, strategy and vision. Plus, you get a sneak peek of upcoming innovations, so you know what to look forward to soon.

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Integrations

A curated selection of integrations and applications to help create great customer experiences.

Browse AppFoundry to discover, research and connect with a broad range of customer service applications, integrations and services that address your unique needs.

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Office Locations

Genesys has employees in over 100 countries across six continents, so you can find us nearby. With a network of partners that expands over …..

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Genesys is trusted by over 11,000 companies around the world

“We added new messages to our IVR system in just a couple of minutes, which is almost unheard of in our industry. And we did this without relying on IT experts.”

– Ian Roberts, Operations Leader, Quicken Customer Care

With Genesys and Google Contact Centre AI, we found that we could use technology, like text-to-speech and automated speech recognition, to deliver new content faster.

– K. Santhiphap Phoemmongkhonsap, Senior Director, Cloud and Digital, TOT Public Company Limited

We’ve seen great improvements in our survey ratings, customers feel more valued at the end of the call, which is a major contributor to raising our overall Net Promoter Score.”

– Paula Mullan, Senior Manager Contact Centre Transformation for Westpac NZ

“Genesys has a clear pricing, wide range of functionalities supported by a professional team and a large partner eco-system. It is a reliable brand which is a great fit for a transformative digital start-up bank like ours.”

– Eugene Plotitsa, COO, Tonik

“Our customers come from all walks of life. Our customer contact service operations must be geared up to serve all of their needs. These types of services and functionalities are really only possible if we have the right technology platform.”

– Marvin Tan, Senior VP, Customer Services and Operations, Singapore Airlines

“Not only has Genesys enabled us to consolidate our previously disconnected channels into an integrated platform, it has considerably reduced the total cost of ownership for our company.”

– Krishnan Govindan, Head of Customer Service, ICICI Bank

“We have to ensure our teams follow correct process and give the most accurate information and best advice every time. That’s a lot easier now we have intelligent routing, call recording and workforce planning in the same solution.”

– Melissa Simpson, Chief Customer Officer, Feros Care

“Genesys Cloud is a big winner for us. The platform gets better every year. There are more and more enhancements, and that’s the evolution of cloud-based tech. I think we’ve had a very fruitful relationship with Genesys, which will continue to grow.”

– Rohan Khanna, GM of Technology, Innovation and Projects, Probe Group

Contact Us

Ask about contact centres, customer experience, AI, migration paths or anything else we do.

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Products

Company

About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.