You work tirelessly to serve your customers. Choose technology that makes engagement easy for your employees. With the Genesys Cloud™ platform, you can gain new control over all aspects of the customer experience (CX).
Ensure residents, military service members, businesses and other constituents can get the support they need over their preferred channels. From inbound interactions to proactive outreach, Genesys solutions improve efficiency and effectiveness.
Today, customer-centric experiences are possible — and expected. Personalize every interaction, no matter the department, agency or channel. And do it all with confidence that your data is secure and compliant.
Your workforce shouldn’t labor over repetitive tasks. Use automation and artificial intelligence (AI) to reduce workloads and prioritize interactions. Free employees to focus on engagements that are key to your mission.
It’s difficult to respond quickly with point solutions and organizational silos. Unify all your tools in an integrated solution. Deliver the best possible customer experiences — even when demand spikes.
People want real-time support from federal, state and local government agencies. Deliver personalized experiences with a leading government contact center solution. Lower costs, strengthen public trust and increase efficiency with Genesys Cloud.
People’s needs have spiked in volume and urgency. Support individuals as they navigate benefits disbursement, employment compensation, health and human services, income assistance and more.
Orchestrate inbound and outbound communications across all touchpoints and channels. The comprehensive suite of voice and digital capabilities lets your customer service representatives and customers engage in seamless conversations across phone, chat, email, text and social media channels.
Your vendor choice makes all the difference in your ability to work securely. Genesys Cloud is available on the Federal Risk and Authorization Management Program (FedRAMP®) marketplace, and is compliant with government security standards worldwide — including Cyber Essentials (UK), IRAP (Australia) and AGID (Italy).
Genesys is aligned with industry best practices; relevant and appropriate international standards; and national legislation, where applicable. With Genesys, you can rest assured your agency, customers and employees will be protected.
You don’t need to increase headcount to meet public demand. Reduce the need for live agent support with self-serve channels. Clear FAQs and knowledge base articles help people find information no matter the hour — without talking with a rep. You can also leverage AI and bots to handle simpler interactions that don’t require an employee.
With Genesys Cloud, your agency can focus on what matters: building greater trust and delivering the best customer and employee experiences.
Give people access to government services when it matters most. During emergency management or disaster response, your agency needs technology that can scale to meet increased demand.
In the event of extreme weather, natural or man-made disasters, or public health crises, individuals need responsive services. Give them access to information without long queues. AI-powered capabilities keep time-to-resolution short, ensuring assisted service is always available for those who need it.
Create better customer and employee experiences with a comprehensive cloud platform. Make your public sector services omnichannel, automated and secure.
A unified comprehensive CX platform that delivers trusted and secure government customer solutions with FedRAMP authorization
It’s time to create better employee and customer experiences. Build trust, delight customers, inspire employees and improve mission outcomes with Genesys Cloud. Experience the freedom and flexibility of cloud-based government contact center software. Request a demo today to see how Genesys improves experiences.
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Contact center software platforms offer real-time dashboards for continuous monitoring, along with call recording, customer feedback, performance metrics and AI-powered insights. They help agencies monitor service quality, improve efficiency and make data-driven decisions to better serve the public.
Yes, the Genesys Cloud CX® offering is secure and meets government standards. It supports FedRAMP® authorization, encrypts sensitive data and follows strict security controls. The platform complies with regulations like HIPAA and GDPR, helping government agencies protect sensitive information and maintain public trust while delivering secure, reliable customer service.
Genesys ensures data privacy, security and compliance by using strong encryption, secure cloud infrastructure and regular audits. Access controls, activity tracking and data storage policies help protect sensitive government data and meet national and international security and privacy standards.
Government agencies should look for a contact center platform that offers strong security, cloud flexibility, easy integrations and multichannel support. It should meet compliance standards like FedRAMP®, provide real-time analytics, support remote agents and deliver reliable uptime. Good customer support and scalability are also key for long-term success.
FedRAMP authorization is given when a cloud service provider meets strict US government security standards. Experts from the FedRAMP board — which replaced the Joint Authorization Board (JAB) in 2024, and is made up of representatives from the General Services Administration, the Department of Defense, the Department of Homeland Security, the Department of Veterans Affairs, the Department of the Air Force, the Cybersecurity and Infrastructure Agency and the Federal Deposit Insurance Corporation — test the system, review documents and assess risks.
If the service passes the security assessment, it gets authorized to store or process federal data. This ensures strong protection for government information in the cloud.
