Cloud architecture
Modernize your contact center architecture
Choose a platform with a comprehensive set of native capabilities — 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.
The Genesys Cloud™ platform is engineered to provide maximum uptime and resilience. This ensures smooth recovery without service disruptions or data loss in the event of a failure. It’s supported by a robust SLA, offering up to a 100% credit guarantee.
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.
Genesys Cloud is designed to take full advantage of modern cloud strategies and technologies. Say “Yes” 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.
An Amazon Web Services (AWS) well-architected solution, 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 centers, allowing us to operate production environments that are more highly available, fault-tolerant and scalable than would be possible from a single data center.
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.
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’t 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.
Occasional failures are inevitable — but good contact center software development practices are designed to account for them. A microservices architecture means one microservice failure won’t 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’t impact you.
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 “canary deployments” ensure that updates don’t adversely affect your system.
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 Developer Center.
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’s always current. The platform comprises close to a thousand pre-integrated microservices and serverless functions that communicate through RESTful APIs — each providing specialized functionality grouped into major Genesys Cloud services.
See how these groups of services work together in the architectural diagram below.
The entire set of Genesys Cloud services — public interfaces, base, data, artificial intelligence (AI), analytics, application and media — is deployed in each of our core regions around the globe. Just choose the region closest to you.
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, standardized public interfaces — REST APIs, streaming APIs, webhooks and WebRTC.
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 behavior; model journeys; and more.
Use customer data generated and acquired by the platform to stitch together a customer’s identity; enrich data; analyze data; act on data through orchestration and automation; and extract data to share with your broader CX ecosystem.
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 personalized, contextual experiences with the highest level of security, compliance, ethics and transparency.
Apply analytics services that use loads of real-time and historical data the platform generates to give you full visibility into your call center operations and provide clear, actionable insights across touchpoints.
Invest in a platform with a comprehensive set of native AI-powered call center solutions — with orchestration and automation, employee engagement, digital, social and voice features added continuously.
Keep real-time media from customer calls like voice and video nearer to your agents and customer locations to minimize latency, improve customer service quality and meet data residency requirements.
Choose the world’s leading call center architecture. There’s a reason Genesys Cloud CX® is the leading contact center solution for seamlessly integrating voice and digital channels — empowering agents, delighting customers and creating better business outcomes overall. Request a demo to see what Genesys Cloud can do for you.
Thank you for your interest.
We’ll contact you directly to set up a date and time that works with your schedule.
O Genesys Cloud oferece uma arquitetura de contact center na nuvem unificada e moderna, usando uma única plataforma e base de código para garantir operações contínuas e tempo de atividade máximo. Com SLAs robustos e um compromisso com a segurança de dados e a recuperação de desastres, ele prioriza a resiliência e a agilidade, garantindo que seu contact center esteja sempre disponível e seja adaptável às necessidades crescentes de atendimento ao cliente. Quer você precise simplesmente receber chamadas e gerenciar chamadas outbound ou oferecer suporte à transformação digital em larga escala, você pode fazer isso na nuvem.
A segurança de dados é fundamental no Genesys Cloud. Todos os dados dos clientes são protegidos com criptografia completa, controles de acesso estritos e políticas de segurança rigorosas. Além disso, nosso abrangente conjunto de certificados e atestados de conformidade ajudam os clientes a atender a suas demandas globais de privacidade de dados em diversos setores e países.
Cada região principal do Genesys Cloud está associada a uma região da AWS, e os serviços são implantados em um mínimo de três zonas de disponibilidade da AWS em execução no modo Ativo/Ativo/Ativo em comparação com um modelo tradicional de failover ativo. Testes automatizados, comportamentos de autorreparação e processamento à prova de falhas, apoiados por um SLA robusto e uma garantia de até 100% de crédito, garantem que o sistema permaneça resiliente e se recupere imediatamente em caso de falhas. Também estão disponíveis opções adicionais de implantação para empresas com necessidades de continuidade de negócios ou recuperação de desastres além do escopo do que é fornecido nativamente.
O Genesys Cloud minimiza os custos operacionais, simplificando os requisitos de TI e usando uma arquitetura de microsserviços que prioriza a API e permite integrações e inovações contínuas. Sua infraestrutura de contact center nativa na nuvem possibilita experiências do cliente completas e totalmente conectadas, com insights orientados por IA para personalizar interações, aumentando a satisfação do cliente e, ao mesmo tempo, otimizando recursos e reduzindo custos de sobrecarga nas operações de contact center.
O Genesys Cloud é especialista em facilitar interações personalizadas por meio da integração coesa e consistente de vários canais digitais e de voz. Com recursos para engajar em conversas contínuas por chat na web, e-mail, SMS e mídias sociais, a Genesys garante que seus agentes de contact center possam atender os clientes onde quer que eles estejam, aumentando a satisfação ao proporcionar experiências personalizadas nos canais preferidos dos clientes.
