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- Capabilities
- Call Center Software
  - - - Contact Center Software
        Make it easy for people to contact your business — when they want to and on the channel they prefer.
        Learn more
  - - - Automatic Call Distribution
        Send customers to the right agents
    - - Email
        Include email in your customer journey
    - - Chat
        Solve customer issues, no phones required
  - - - Interactive Voice Response
        Prompt callers to self-direct through the system
    - - Social
        Drive customer experience on new channels
    - - Messaging / SMS
        Connect with your customers in ways they want
  - - - Inbound Call Center
        Deliver a seamless customer experience with every interaction
    - - Outbound Call Center
        Build customer relationships with proactive communications
    - - Co-browse and Screen Share
        See what your customer sees
- Digital Sales and Service Automation
  - - - Digital sales & service automation
        Use self-service and automation for better customer experience across channels. And lower your costs.
        Learn more
  - - - Chatbots
        Like live chat but with more automation
    - - Customer Journey Management
        Connect the dots to see the big picture
    - - Predictive Web Engagement
        Know who’s visiting your website
  - - - Voicebots
        Talk to the bot — automation made natural
    - - View all capabilities
- Workforce Engagement Management
  - - - Workforce Engagement Management
        Craft a great call center culture. Use modern tools and technologies to engage teams and customers.
        Learn more
  - - - Forecasting
        Make the right plans for your call center
    - - Business Automation
        Make the best choice at any given time
    - - Improving Agent Performance
        Engage your team for maximum success
- Reporting and Analytics
  - - - Reporting and Analytics
        Get a complete view of your call center activities. Let data inform decisions and drive customer experience.
        Learn more
- Integrations and Apps
  - - - Integrations and Apps
        Connect business-critical systems or add new tools and functionality to your call center software.
        Learn more
  - - - AppFoundry
        Find a quicker path to market with a feature-rich app marketplace portal.
    - - Google Cloud Contact Center AI
        Better customer experiences made easy with advanced technology from Genesys and Google.
- View all capabilities
Platform
- Genesys Cloud
  - - - Genesys Cloud Platform
        Genesys Cloud is the platform for rapid innovation — for organizations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.
        Explore Genesys Cloud
- Genesys Cloud
  - - - Genesys Cloud Platform
        Genesys Cloud is the platform for rapid innovation — for organizations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.
        Explore Genesys Cloud
- What's New
  - - - Genesys Innovations
        Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.
        Explore Innovations
- Migrations
  - - - Migrations
        The cloud awaits. From on-premises to cloud, cloud to cloud, or from one Genesys solution to another — we’re here to guide you through the process and make sure it’s a smooth move. Learn more about our guided approach to contact center migrations.
        Explore Migrations
  - - - Customer Migrations
        Level up your Genesys solution to Genesys Cloud
    - - Premises to Cloud Migrations
        See where Genesys Cloud can take your contact center
    - - Cloud to Cloud Migrations
        Take your CX to new heights with Genesys Cloud
Products
- Products
- Genesys Cloud
  - - - Genesys Cloud
        Genesys Cloud creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Provide exceptional experiences for employees and customers and reap the benefits of speedy deployments, reduced complexity and simple administration — transforming your contact center into an experience center.
        Explore Genesys Cloud
- Genesys Engage
  - - - Genesys Engage
        Genesys Engage combines world-class intelligent routing, real-time contextual journeys, and tools for digital transformation. These capabilities make customer experience your competitive differentiator — setting you up to deliver competitively superior experiences and digital transformation at any scale.
        Explore Genesys Engage
- Use Case
- Customer Service
  - - - Customer Service
        Get the tools and technology you need for your contact center, customer experience and IT teams.
        Learn More
- Marketing
  - - - Marketing
        Make customer experience a priority. Use call center data to drive sales and marketing campaigns.
        Learn More
- Sales
  - - - Sales
        Reach out to customers at the right time. Follow the customer journey to increase conversions and sales.
        Learn More
- For PureConnect information, click here
Resources
- Resources
  - - - Resources
        Improve your customer experience and contact center operations with these resources, including professional white papers, in-depth executive briefs and on-demand videos.
        View all Resources
  - - - Research Report
        Using AI to Personalize the Customer Experience
        Research Report
        How to Create Customer Centricity in the Cloud
        Research Report
        ICMI Trend Report
- Explore Genesys resources
- PureConnect
  - - - Genesys PureConnect
        Available both on-premises and in the cloud, the PureConnect™ platform is the omnichannel contact center solution for mid-market to large organizations. Simple to administer and built to integrate with your other systems, you can tailor this platform to meet your specific needs and unlock additional features with subscription licenses.
        Explore PureConnect
- What's New
  - - - Genesys Innovations
        Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.
        Explore Innovations
- Resource Center
- Events
  - - - Events
        Meet us and see our call center solutions in action at an upcoming Genesys event or industry tradeshow.
        All Events
- Customer Stories
  - - - Customer Stories
        See how Genesys call center and customer experience solutions help businesses succeed.
        View All
  - - - AO.com
        Check out the story
        AO.com Exceptional experiences at moments that matter [templatera id="15410"]AO.com knows success comes down to brilliant customer experiences at moments that matter. Consistently living up to this promise meant transforming its contact center with smarter systems, processes and contact options. Now, with the PureConnect™ all-in-one multichannel solution, many customers are served without going through to an advisor. They have the option to use email, Facebook and Twitter. Live chat is also available on every website page. With cloud-based elasticity AO.com can quickly scale up during busy retail peak periods. In addition, it has reduced contacts while simultaneously improving NPS and satisfaction ratings.[cutoff co_thick="2px"] Benefits 50% reduction in contacts per order Significant improvements to NPS Trustpilot customer satisfaction rating rose from 7.5 to 9.5 [fiblock] Challenges Increase scalability and systems integration Adapt IVR menus in real time Make it easier for customers to get in touch [cutoff co_thick="2px"] Solutions Genesys PureConnect platform [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fgenbin.genesys.com%2Fmedia%2FAO.com-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]
        Cielo
        Check out the story
        Cielo Cielo jumpstarts a channel revolution with Genesys [templatera id="15410"]One of the top-five card payment platforms in the world, Brazil-based Cielo, keeps the country’s economy moving. They enable businesses of all sizes—sole traders, family run firms, large companies and multinational market leaders—to simplify purchasing and realize sales. Processing about eight billion card transactions annually, Cielo accounts for almost 10% of Brazil’s gross domestic product. After speaking with several Genesys customers, Cielo put their trust in the Genesys PureEngage™ platform. Designed for seamless omnichannel engagement, the Plataforma PureEngage brings mobile, web, social, email and voice interactions into a universal queue that the company can manage from a single desktop. This helps Cielo advisors track customer journeys in real time; built-in analytics capabilities enable them to deliver superior and personalized service.[cutoff co_thick="2px"] Benefits Expanded service to more than 20 channels Raised customer satisfaction Improved agent performance and contact center agility [fiblock] Challenges Offer frictionless omnichannel services on the customer’s terms Increase agility while lowering costs [cutoff co_thick="2px"] Platform Genesys PureEngage platform [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fgenbin.genesys.com%2Fmedia%2FCielo-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]
        L’olivier
        Check out the story
        L’olivier Cloud clears way for innovation [templatera id="15410"]For French vehicle insurer, L’olivier – assurance auto the contact center is a vital business driver for everything from outbound sales to claims handling and specialist vehicle coverage. However, a hard-to-scale IT infrastructure diminished customer experience and prevented the team from maximizing learning and plans for effective contact handling. Moving to the Genesys PureCloud® platform provided advanced routing, real-time reporting and a path to unify email, chat and social interactions—all for a per-user monthly price. Agents now feel empowered and work efficiently, switching effortlessly between inbound and outbound tasks. Managers have real-time data at their fingertips and can measure so much more. Most issues are resolved first time and abandonment calls have dropped from 18% to 3%. Routine jobs, such as loading data for sales campaigns, are automated and less time-consuming. The IVR system invites customers to rate their experience, which consistently exceeds 90% for satisfaction.[cutoff co_thick="2px"] Benefits Maintains 90% customer satisfaction rates 15% reduction in abandonment rates, from 18% to 3% Improved efficiency and first contact resolution Future integration of channels and operations [fiblock] Challenges Raise agent performance and improve customer experience Facilitate collaboration and information sharing [cutoff co_thick="2px"] Platform Genesys PureCloud platform Solutions Workforce Optimization Self-Service Outbound [cutoff co_thick="2px"][genesysbutton gb_link="url:https%3A%2F%2Fgenbin.genesys.com%2Fmedia%2FL%E2%80%99olivier-SS-EN.pdf|title:Read%20the%20customer%20story||"][cqblock]
- Blog
  - - - Blog
        Gain insights from customers, employees, industry professionals and thought leaders.
        Read More
  - - - April 8, 2020
        Virtual Agents and Humans Partner to Keep Citizens Healthy and Informed
        April 7, 2020
        Designing for Accessibility Drives Innovation
        April 7, 2020
        3 Phases of Moving to a Cloud-Based Contact Center
- Partners
  - - - Partners
        As a partner or independent consultant, you can count on Genesys for the technology, rewards and opportunities to grow your business. Customers can take advantage of a wide range of Genesys partners to move your project from planning to execution and beyond.
        Learn More
  - - - AppFoundry
        Reach new markets and grow your business as a partner
    - - Partner Network
        Maximize potential for your business and your customers
    - - Independent Consultants
        Give clients more efficient solutions and services
- Customer Success
  - - - Customer Success
        Achieve successful customer outcomes with the Genesys PureSuccess program.
        Learn More
  - - - Genesys Training
        Choose from a variety of platform and role-specific learning paths
    - - Knowledge Network
        Access a collection of resources, tools and expert advice
    - - Learning Subscription
        All-access pass to PureCloud training resources and certifications
- Glossary
  - - - Glossary
        Definitions of contact center, call center and customer experience terms
        Learn More
  - - - Auto Dialer
        Automatically dial customer telephone numbers
    - - Back Office Optimization
        Improve CX Across the Customer Lifecycle with Back Office Optimization from Genesys
    - - Contact Center CRM
        Provide a real-time, personalized customer experience across all channels
Pricing

Accueil > Webinars > ROI and Business Benefits of an Omnichannel Cloud Contact Center Solution

ROI and Business Benefits of an Omnichannel Cloud Contact Center Solution

A Webinar on the Forrester Total Economic Impact™ Study of Genesys PureCloud

See how you can reduce costs, improve business productivity and achieve a substantial ROI by moving to a Cloud 2.0 omnichannel contact center solution.

Discover how you can save up to $5.1 million over three years. Join the experts from Forrester Research as they explain the Total Economic Impact (TEI) framework and explore the ROI and business benefits of an omnichannel cloud contact center solution. You’ll also learn:

Key market trends driving the need for omnichannel engagement
Proven ways to motivate and empower agents
How to improve agent productivity by 25% with your cloud contact center investment
How to achieve 571% ROI in three years with the Genesys PureCloud® contact center solution. If your contact center solution can’t match that, register now to see how it’s done.

This webinar will be presented LIVE in North America, Europe, Latin America, and Asia-Pacific! Register for the time that works best for you!

Not sure you have time to join the live session? Register anyway and we’ll send you the recording afterward!

Meet the Speakers

Art Schoeller
Vice President and
Principal Analyst
Forrester

Steve Odell
TEI Consultant
Forrester

Christina Gates
Product Marketing Director
Genesys

WATCH THE ON-DEMAND RECORDING!

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organizations 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 organizations of any size can provide true personalization 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 center platform, designed for rapid innovation, scalability and flexibility.

Contact Center Software

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Using AI to Personalize the Customer Experience

How to Create Customer Centricity in the Cloud

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AO.com

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Blog

Virtual Agents and Humans Partner to Keep Citizens Healthy and Informed

Designing for Accessibility Drives Innovation

3 Phases of Moving to a Cloud-Based Contact Center

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ROI and Business Benefits of an Omnichannel Cloud Contact Center Solution

A Webinar on the Forrester Total Economic Impact™ Study of Genesys PureCloud

Meet the Speakers

WATCH THE ON-DEMAND RECORDING!

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