Genesys Multicloud CXEnterprise contact center software. Every experience.
Any cloud.

Genesys Multicloud CX™ fits your unique business, cloud
infrastructure and CX ecosystem.

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Create experiences as distinctive as your brand

Create holistic, personalized experiences that delight your customers, engage your employees and position your company for what’s next. The Genesys Multicloud CX™ platform is the contact center solution of choice for leading global businesses to create one-of-a-kind experiences at scale.

Unify voice and digital channels, self-service, work items, and inbound and outbound interactions through native capabilities and best-in-class integrations. Deployable on any cloud, Genesys Multicloud CX is a future-proof solution that adapts to your unique customer experience (CX) ecosystem.

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Deliver limitless experiences with Genesys Multicloud CX

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regional contact centers

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cloud contact center platform

CX your way

Your unique business

Build a cloud contact center that delivers your specific business goals by combining the right people with the right technology, powered by artificial intelligence (AI). Forge deeper connections with your customers and become a loyalty leader in today’s digital economy.

Your ideal ecosystem

Bridge your technology and data silos to create holistic customer conversations that span every channel. Unite the best native capabilities and third-party solutions to orchestrate amazing experiences for your customers and employees.

Your preferred cloud

Deploy Genesys Multicloud CX across the cloud platform of your choice, including Microsoft Azure, Amazon Web Services (AWS) and Google Cloud. It’s available through public or private cloud models to maximize control over ​​infrastructure, deployment and administration.

See what Genesys Multicloud CX can do

Choose from a powerful suite of all-in-one channels and applications, where the context and content of a customer’s journey are never lost, and employees have the information they need in a tool they’ll love using — even when they’re working remotely.

Digital customer engagement

Digital customer engagement

Messaging

Enable customers to use the most popular messaging channels like WhatsApp, Facebook Messenger or Apple Messages for Business to provide a consistent, uninterrupted conversation with your brand — orchestrated from a single solution.

Chat

Turn simple inquiries into asynchronous dialogs, providing agents with full context and understanding of each conversation. Keep your customer experience consistent by applying your engagement rules, no matter the channel.

Email

Allow agents to handle thousands of emails daily while ensuring timely and effective responses. Business users can easily set up categorization, routing and prioritization rules to meet their SLAs in the most efficient way.

Customer self-service

Customer self-service

Speech-enabled IVR

Say goodbye to static and complex IVR call flows. With Genesys Multicloud CX, you can easily create dynamic self-service flows across channels with best-in-class speech recognition, text-to-speech and natural language technologies at scale. The outcome is a frictionless experience for your customers as you quickly address their needs.

Voicebots

Elevate and expand your self-service by adding conversational voicebots to your IVR. Whether you prefer Google Contact Center AI (CCAI), Amazon Lex, Microsoft Luis or any other vendor, you can import, build and orchestrate industry-leading AI dialog flows at scale — all while staying in control of self-service performance with insightful analytics.

Chatbots

Let bots instantly address customer questions as they engage through digital channels on any device. Expand self-service with interactive menus, forms, pictures and videos. And use AI machine learning to continuously improve chatbot accuracy, speeding up future engagements and increasing customer satisfaction.

Inbound

Inbound

Virtual agent groups

Surpass the limitations of classic ACD. Incorporate virtual agent groups to provide dynamic customer-to-agent connections without touching your routing rules. You’ll benefit from reduced administration, maximum routing accuracy and greater agent efficiency.

Callback

Offer customers the convenience of a callback from any device. Callers keep their spot in line, but instead of waiting on hold can get an outbound call when an agent is available or scheduled at a time that’s convenient for them. Consumers benefit from the convenience, and you level out peak call volumes.

Work item routing

Stay in control of work items — even those not typically within a call center, such as sales leads, service requests and disputes. And do this all with the same SLAs, visibility, routing control, tracking and reporting. You gain visibility into operational performance across the enterprise and your customers don’t get lost as they engage outside the contact center.

Outbound

Outbound

Campaign management

Consistently stay in control of all your outbound campaigns.
For your largest, most complex campaigns, maximize productivity with dialing rates of more than 125 calls per second across voice, SMS and email. The user-friendly interface lets you define rules, automate list imports and see the results.

Inbound/outbound blending

Genesys Multicloud CX gives you the freedom to blend inbound and outbound agents — from a specific agent group to the entire agent population. When inbound calls are peaking, you can automatically offload calls to outbound agents. The results are increased agent utilization and reduced overall call wait times.

Proactive notifications

Tell your customers and prospects what they need to know at the right moment. Proactively reach out in a timely, personalized and contextual way using their favorite channels, such as voice calls, email or SMS.

Compliance rules

When it comes to outbound, you need to stay in compliance with local, regional and global regulations. Leverage user-friendly and native role-based tools to quickly create, modify and audit compliance rules.

Reporting and analytics

Reporting and analytics

Real-time monitoring

See all that’s happening as it unfolds. Dashboards let you monitor and analyze contact center data so you can spot trends in real time and take immediate action. With the dashboard wizard tool, you can quickly customize views to your specific needs. Users can generate data visuals based on any number of parameters, KPIs and graphics.

Historical reporting

Spot trends and gain a clearer view of what’s happening using any contact center data point. Out-of-the-box reports let you measure contact center KPIs from day one and then customize to make your data relevant and actionable. Add external data from across the business to make your reports even more insightful.

Designer analytics

Know your contact center is working at peak performance. Quickly diagnose faults, navigate problems and identify situations that affect operations. Dig deep into each of your contact center applications — like bots, routing rules or self-service — to see if your current configuration is functioning optimally based on business goals and customer needs.

Workforce engagement

Workforce engagement

Interaction recording

Voice and digital recordings drive quality, enhance training and ensure compliance. Monitor engagements across channels, track productivity and discover improvement areas. Stay compliant with the flexibility to encrypt and store recordings as mandated. Your employees will be more productive, while you protect your business with transactions that hold up in a court of law.

Interaction analytics

You can’t rely on chance. Unlock customer interaction insights hidden within your unstructured data. By combining speech and text analytics, recordings and quality, you can better understand employee behaviors that affect your service quality. Genesys Interaction Analytics automatically processes millions of data points with the highest accuracy to create actionable insights.

Workforce management

Make employee schedules the heart of work-life balance. Native workforce management lets planners build schedules that deliver on service-level objectives, adhere to labor laws and satisfy employees’ preferences. Easily control your diverse workforce, whether in-house or outsourced, across locations, communication channels, skills and work items — all from a single, centralized command center.

AI-optimized operations

AI-optimized operations

AI-powered bots

Make it easier to self-serve. Resolve customer issues faster with any number of specialized bots across voice, mobile and digital channels. Employees are better equipped to perform at their best with useful information the moment they need it. Orchestrating with the Designer tool lets you leverage any number of bot technologies.

Predictive routing

Make the jump to strength-based routing. Predictive routing uses agent and customer data to rank each agent’s ability to manage every interaction type. As an interaction comes in, predictive routing determines the match most likely to result in an optimal impact on KPIs. The result is better handle time, fewer transfers and increased FCR.

Predictive engagement

Know when it’s time to engage on your website. Predictive engagement analyzes the attributes and behaviors as people navigate your website. Offer proactive chats, coupons and even live assistance the moment customers are stalled or abandon their shopping carts. You’ll get improved conversion rates and increased revenue.

Integrations and apps

Integrations and apps

CRM integrations

Built-in integrations deploy quickly and configure easily. Pre-built CRM integrations are available for Salesforce, ServiceNow and Microsoft Dynamics 365. Now you can equip contact center employees with all the tools they need in a single interface.

AppFoundry Marketplace

Whether you want to integrate with a business intelligence system or introduce capabilities like video or gamification, the Genesys AppFoundry® Marketplace has a solution. There are also specialized applications available for specific industries.

APIs and SDKs

Take customization to the next level. Build what you envision, in any programming language, using the same fully secured and versioned public REST API that Genesys developers use. Our APIs, SDKs and open-source projects are continually updated, and our Developer Community is eager to help.

Security and reliability

Security and reliability

Proactive security

Genesys Multicloud CX maintains strong encryption, logical isolation, stringent multi-tenant security standards and multifactor authentication. Industry-leading monitoring tools and quality assistance processes ensure our security experts proactively find issues long before they affect you.

Comprehensive risk management

A comprehensive approach to security safeguards your critical data and protects your assets from threats. We take a multifaceted approach to mitigating risk, including ensuring that the entire Genesys ecosystem is thoroughly monitored and evaluated for potential risks.

Industry compliance

Genesys maintains multiple key industry and regional certifications, including FedRAMP, HITRUST and GDPR. This means your business can ensure your customers’ data remains private and your operations comply with regional and industry regulations.

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Allies make for great customer experiences

Orchestrating amazing experiences requires myriad technologies, tightly integrated and coordinated among multiple vendors. Genesys Multicloud CX optimizes your unique infrastructure through pre-built integrations, APIs, service experts and a continually growing network of global partners.

What our customers are saying

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Cloud on your terms

From straightforward to sophisticated, there’s virtually no end to the ways you can deploy and use Genesys Multicloud CX. It’s the only leading Contact Center as a Service solution to offer the choice of any cloud configuration you desire. Maximize existing commitments with the ability to deploy on any major cloud platform, including AWS, Google Cloud and Microsoft Azure.

Our decades of experience can help you create a unified CX infrastructure that delivers one-of-a-kind experiences your customers will love. Among many other features, you’ll get:

  • A single code base deployed via containers for public or private deployments
  • The ability to push new features to your test environment before deploying to production
  • Multi-region failover for maximum resiliency

Discover your cloud deployment type

There are five cloud deployment types every contact center should consider. Explore the benefits of each — and determine which approach is right for you.

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Secure. Resilient. Compliant.

Genesys Multicloud CX software meets and exceeds modern security standards. Key third-party certifications and rigorous regulatory compliance mean you can trust that customer and business data remain private — no matter your industry or location.

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1. Genesys also uses Standard Contractual Clauses for data transfers to the United States. 2. Learn about our FedRAMP-certified solution.

Maximize your Genesys solution

Partners

Enlist the partners and technologies you need to realize your vision. Benefit from expert service partners every step of the way — from mapping your systems, processes and journeys to helping you build the most ideal solution.

Professional services

Stay one step ahead of the competition and get the most out of your Genesys investments. Get up and running quickly using Genesys implementation methodologies, and maximize the capabilities of Genesys Multicloud CX.

AppFoundry Marketplace

Extend the capabilities of Genesys Multicloud CX through our AppFoundry. Developed by specialized partners, you can add entirely new features and valuable integrations using the hundreds of apps available in the marketplace.

Freedom to choose what you want, when you want

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Genesys Choice

The Genesys Choice pricing model empowers CX operational leaders to take charge, experiment and innovate with robust flexibility and control. Turn services on and off as needed, scale up or down, and burst at a moment’s notice. Start building a differentiated customer experience that’s agile and responsive to changing market conditions and seasonal demands. With Genesys Choice, our entire offering is made transparent to you, so you know exactly what you’re paying for and why.

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Deliver CX your way

Genesys Multicloud CX lets you create frictionless CX your way. Evolve your customer experience on your own terms, so no matter what the future brings, you’ll have the technology you need to continue orchestrating empathetic, one-of-a-kind experiences. Control your infrastructure, deployment, and management and get the advantages of any cloud — without compromise.

Request a demo today to see how Genesys Multicloud CX can empower your company to reap the benefits of a sophisticated omnichannel solution that unites with your existing systems, scales to your demands and evolves to continually exceed customer expectations.

Thank you for your interest.

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