Choose the most capable contact centre software

The right cloud contact centre software makes providing great customer experience easy, from call centre basics to the latest CX innovations.

Artificial intelligence and automation

Make agents’ jobs easier, boost revenue and grow customer loyalty with artificial intelligence (AI). Gain the benefits of bots and automation tools that help customers self-serve.

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Agent copilot

Provide customer service agents with real-time AI assistance to improve both the efficiency and quality of customer interactions.

Genesys Cloud AI Studio

Build and innovate AI-powered experiences from a secure, centralised hub. Safely accelerate and streamline AI innovation with Genesys Cloud AI™ Guides — and do it all at scale.

Knowledge management tools

Provide the right information every time with AI-powered knowledge management tools.

Predictive engagement

Use AI to proactively engage online customers in the moment of truth with the next-best offer or resource.

Predictive routing

Use AI to match customers to the employees most likely to deliver the best service and KPIs in real time.

Speech and text analytics

Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.

Virtual agent

Enhance self-service with AI-powered bots that understand context and act like human agents to deliver a superior experience, anytime.

WhatsApp

Power omnichannel experiences. Meet customers’ needs with bot support, data-based insights and more.

Work automation

Use accurate, consistent data to make more informed decisions across your back office.

Cloud architecture and open platform

Consolidate systems, reduce tech debt and lower TCO, all while delivering connected experiences that set you apart and build brand trust wherever you and your customers are located.

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Cloud architecture

Explore a comprehensive set of native capabilities — all built on a single codebase.

Development

Compose strategic value at scale with an API-first, open platform and modern developer tools purpose-built to enable innovation fast.

Global availability

Get global coverage, security and resilience with a leading AI-Powered Experience Orchestration platform.

Integrations and apps

Maximise your investments; integrate existing technologies and the skilled employees who use them with Genesys solutions.

Salesforce Integrations with Genesys Cloud

Bring your CRM and CCaaS solutions together with a pre-built Genesys Cloud integration for Salesforce.

Security and compliance

Ensure contact centre security and compliance with Genesys. Protect customer data, meet regulatory standards and build trust with secure cloud solutions.

ServiceNow Integration

Add the leading cloud contact centre solution to your ServiceNow CSM system with a powerful prebuilt integration and supercharge your CX.

Customer journey management

Leverage your interaction and event data for visibility into customer journeys. Unlock insights to optimise your customer experiences and drive results at scale.

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Customer journey analytics

Measure, monitor and optimise customer experience and your targeted business KPIs.

Customer journey orchestration

Tailor each stage of the customer journey to customer needs with the leading customer journey orchestration software.

Digital customer engagement

Enable your agents to engage customers — and each other — anytime, anywhere, on any digital channel.

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Co-browse

See why your customers are reaching out in real time. Show them how to resolve their issues.

Email

Give email the attention it deserves. Upgrade your email support capabilities with management tools that are built-in to your contact centre desktop.

Knowledge management tools

Provide the right information every time with AI-powered knowledge management tools.

Live chat

Chat with your prospects and customers in real time to solve issues quickly — no phone call needed.

Messaging Apps

Streamline service, automate engagement and personalise customer experience with a unified messaging platform.

Predictive engagement

Use AI to proactively engage online customers in the moment of truth with the next-best offer or resource.

SMS messaging

Use familiar mobile channels to touch base with your customers without disrupting their day.

Social media and messaging apps

Meet your customers on the popular platforms they already use, including WhatsApp, Facebook, Instagram and more. And tap into social listening capabilities to draw in public conversations.

Virtual agent

Enhance self-service with AI-powered bots that understand context and act like human agents to deliver a superior experience, anytime.

WhatsApp

Power omnichannel experiences. Meet customers’ needs with bot support, data-based insights and more.

Work automation

Use accurate, consistent data to make more informed decisions across your back office.

Workforce engagement management

Creating great employee experiences has never been more important. Drive employee retention and satisfaction with a unified workforce optimisation tool.

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Employee performance management

Get superior performance using gamification. Supervisors gain instant insights into team and individual performance. And employees see their results in real time to drive their own success.

Quality assurance and monitoring

Record every interaction across channels without losing data for Voice of the Customer (VoC) insights.

Speech and text analytics

Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.

Workforce forecasting and scheduling

Create accurate, flexible schedules in minutes. Have the right support in place — even when demand spikes.