{"id":505453,"date":"2024-02-01T16:48:29","date_gmt":"2024-02-02T00:48:29","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/cloud-architecture-2"},"modified":"2025-02-18T13:35:28","modified_gmt":"2025-02-18T21:35:28","slug":"cloud-architecture","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-sg\/capabilities\/cloud-architecture","title":{"rendered":"Cloud architecture"},"content":{"rendered":"

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Modernise your contact centre architecture<\/h1>\n

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One platform. One codebase.<\/h2>\n

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Get an all-in-one, API-first architecture<\/h3>\n

Choose a platform with a comprehensive set of native capabilities \u2014 all built on a single codebase to seamlessly work together. With a foundation built on a single open platform, Genesys Cloud is inherently more secure, reliable and agile.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Proven, guaranteed availability<\/h3>\n

The Genesys Cloud\u2122 platform is engineered to provide maximum uptime<\/a> and resilience. This ensures smooth recovery without service disruptions or data loss in the event of a failure. It\u2019s supported by a robust SLA, offering up to a 100% credit guarantee.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Powerful scalability and elasticity<\/h3>\n

Never worry about capacity constraints. The Genesys Cloud autoscaling microservices architecture is designed to provide instant and virtually unlimited scale to support even the most demanding workloads, busy seasons and growing businesses.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column offset=”vc_col-lg-offset-1 vc_col-lg-10″][vc_column_text css=””]<\/p>\n

Whatever tomorrow brings, Genesys Cloud can handle it<\/h2>\n

Keep your customer experience (CX) tech stack moving toward the future with a unified, modern cloud architecture. Simple, stateless and secure components called microservices provide a powerful, reliable and scalable solution that\u2019s always current. The platform comprises close to a thousand pre-integrated microservices and serverless functions that communicate through RESTful APIs \u2014 each providing specialised functionality grouped into major Genesys Cloud services.<\/p>\n

See how these groups of services work together in the architectural diagram below.<\/p>\n

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Core regions<\/h3>\n

The entire set of Genesys Cloud services \u2014 public interfaces, base, data, artificial intelligence (AI), analytics, application and media \u2014 is deployed in each of our core regions around the globe. Just choose the region closest to you.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Public interfaces<\/h3>\n

All channels and services flow through the public interface, whether built by you, Genesys or someone else. Connect through the same single set of secure, standardised public interfaces \u2014 REST APIs, streaming APIs, webhooks and WebRTC.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Base services<\/h3>\n

An array of foundational services handle requests and allow you to authenticate users; manage and control access, roles and permissions; ensure continued compliance; audit suspicious behaviour; model journeys; and more.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Data services<\/h3>\n

Use customer data generated and acquired by the platform to stitch together a customer\u2019s identity; enrich data; analyse data; act on data through orchestration and automation; and extract data to share with your broader CX ecosystem.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

AI services<\/h3>\n

Digital, business process and conversation events are streamed to embedded AI models that power a rich and complete set of AI-enabled application services. These help you deliver more personalised, contextual experiences with the highest level of security, compliance, ethics and transparency.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Analytics services<\/h3>\n

Apply analytics services<\/a> that use loads of real-time and historical data the platform generates to give you full visibility into your call centre operations and provide clear, actionable insights across touchpoints.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Application services<\/h3>\n

Invest in a platform with a comprehensive set of native AI-powered<\/a> call centre solutions \u2014 with orchestration and automation, employee engagement<\/a>, digital<\/a>, social and voice<\/a> features added continuously.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Media services<\/h3>\n

Keep real-time media from customer calls like voice and video nearer to your agents and customer locations to minimise latency, improve customer service quality and meet data residency requirements.<\/p>\n<\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text]<\/p>\n

See what our customers have to say<\/h2>\n

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“Downtime used to be a weekly occurrence, but I couldn\u2019t even tell you the last time we had an incident. In productivity terms alone, we believe we\u2019ve saved nearly 2,000 hours.”<\/p>\n

– Jack Roberts, Director, GMS Technology and Applications, TechStyleOS<\/p>\n<\/div>

Read the story<\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=”1\/2″]
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“Built-in omnichannel and workforce engagement capabilities, plus an open API architecture for simple integration and development, opened up possibilities we couldn\u2019t get with another vendor.”<\/p>\n

– Henry Svendblad, Director, CTO, Company Nurse<\/p>\n<\/div>

Read the story<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column offset=”vc_col-lg-offset-1 vc_col-lg-10″][vc_column_text css=””]<\/p>\n

Elegantly manage change with an API-first, microservices architecture<\/h2>\n

Genesys Cloud is designed to take full advantage of modern cloud strategies and technologies. Say \u201cYes\u201d to more IT initiatives and sustain differentiation by empowering every layer of your business to adapt as requirements change or new opportunities arise. Direct your development resources to high-impact projects instead of building services that are already commercially available or wasting time performing manual maintenance updates and keeping the lights on.<\/p>\n

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Ensure ongoing business continuity and always-on operations<\/h3>\n

An Amazon Web Services (AWS)\u00a0well-architected solution<\/a>, Genesys Cloud services are deployed in multiple, independent AWS Regions and Availability Zones around the world. An AWS Availability Zone consists of one or more discrete data centres, allowing us to operate production environments that are more highly available, fault-tolerant and scalable than would be possible from a single data centre.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/2″]

Get on-demand horisontal scaling<\/h3>\n

Most Genesys Cloud services use elastic load balancing (ELB) and network load balancers with auto-scaling groups (ASG). Genesys Cloud distributes load and monitors groups according to service-specific policies. When a threshold is exceeded, the group adds or removes additional resources automatically, as needed. Many newer services leverage serverless technologies, instantly responding to changes in load without the need to manage servers.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/2″]

Stay resilient with automated self healing<\/h3>\n

When an individual server fails, the associated ELB\/ASG health check detects and detaches the unhealthy instance from the load balancer. If this error isn\u2019t transient, additional policies trigger self-healing behavior. This means the errant node stops and a completely new server is created to take its place. Your traffic continues unabated and Genesys Cloud recovers before you notice a service gap.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/2″]

Benefit from fail-safe processing and testing<\/h3>\n

Occasional failures are inevitable \u2014 but good contact centre software development practices are designed to account for them. A microservices architecture means one microservice failure won\u2019t affect another. We actively test and validate failure and recovery paths through automated chaos testing and fire drills. On average, 500 automated chaos experiments are conducted daily to anticipate and, ultimately, prevent failures so they don\u2019t impact you.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/2″]

Deploy effortless updates and new capabilities<\/h3>\n

Get immediate access to advancements in key areas of innovation as they happen. And if a small defect is detected, we fix it and push out new versions of the affected services immediately. Our distributed architecture and continuous deployment pipeline allows the release of rolling updates without having to take down the entire system for maintenance. Load balancing and techniques such as \u201ccanary deployments\u201d ensure that updates don\u2019t adversely affect your system.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/2″]

Build with extensive APIs and integration methods<\/h3>\n

Your developers can build almost anything, in any programming language, using the same fully secured and versioned public REST APIs that are used to build Genesys Cloud and the apps and integrations from our marketplace partners. As an API-first native-cloud solution, the Genesys Cloud platform handles billions of API requests weekly. Our 3,000-plus APIs are public by default and can be fully explored and tested in the\u00a0Developer Centre<\/a>.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

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2026 Buyer\u2019s Guide for AI and CX<\/h2>\n

Explore the six essential technology considerations that define a modern approach to CX.<\/p>\n<\/div>

Download now<\/div><\/div><\/div>
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