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.

Chatbots

Provide better answers faster with native or third-party, AI-powered chatbots that understand context.

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.

Voicebots

Build voicebots with natural language understanding (NLU) and automate more voice conversations.

Work automation and task routing

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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Apps and Integrations

Add value in a few clicks with pre-built functionality and connectors to other systems from an expansive marketplace.

Cloud architecture

Minimise your tech footprint with a comprehensive set of pre-integrated microservices reliably built into 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.

Genesys Cloud™ Salesforce integration

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

Global availability

Strengthen and expand your global footprint with unsurpassed coverage wherever you are or want to be.

Security and compliance

Guarantee that your customer interactions and data remain secure and private, no matter the location of your operations.

Customer journey management

Deliver frictionless experiences at scale for every customer. Harness the power of journey analytics, data management and orchestration to better manage, measure and optimise customer journeys.

Customer journey analytics

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

Customer journey data management

Transform customer data silos into journey data pipelines that fuel analytics, modeling and orchestration.

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.

Customer journey orchestration

Optimise engagement based on each customer’s preferences, current goals and prior experiences.

Digital customer engagement

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

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Chatbots

Provide better answers faster with native or third-party, AI-powered chatbots that understand context.

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.

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

Meet customers on the popular platforms they already use to build positive customer experiences.

Work automation and task routing

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.

Gamification

Help employees meet performance objectives with actionable, real-time insights that drive results.

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.