Sales engagement platform

Visibility into real-time customer journeys increases sales

Increase conversions and drive more sales through your website by leveraging the power of artificial intelligence (AI) and machine learning, using real-time insights and proactively engaging prospects at the right moment through the best channel — chat, content offers, email, mobile and more.

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Unified communications and collaboration

Enable easy collaboration and communications — all from a single platform or third-party solution.

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Forecasting & Decisions

Plan better with Decisions, a vendor-agnostic, what-if analysis, staff- and budget-planning system for contact centres.

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Inbound

Make it easy to connect with your business. Offer support and exceed expectations across channels.

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Outbound

Build customer relationships with timely, personalised and contextual proactive communications across any channel

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Predictive routing

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

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Voice services

Be there for customers who prefer phone-based support. Get voice services that work for your business.

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Live chat

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

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Call Centre Software

Take customer experience to the next level with the leading cloud contact centre technology.

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SMS messaging

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

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Email

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

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IVR

Drive better customer experiences while making your business more profitable with Genesys call centre IVR.

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Co-browse

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

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Chatbots

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

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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.

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Voicebots

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

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Predictive engagement

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

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Analytics and reporting

Empower your teams with easy-to-use tools and relevant data. Unlock interaction insights that make it easy to deliver cross-channel customer experiences.

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Reporting integration and export

Get valuable insights with custom call center reports and dashboards. Then share those insights easily.

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Gamification

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

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Speech and text analytics

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

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Workforce engagement management

Give your employees the tools, support and growth opportunities they need to truly love what they do.

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Artificial intelligence and automation

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

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Genesys Cloud™ Salesforce integration

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

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Knowledge management tools

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

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Quality assurance and monitoring

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

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Customer journey orchestration

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

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Customer journey data management

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

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Customer journey analytics

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

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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.

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ACD

Ensure every customer gets the right support every time with skills-based and intelligent routing.

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Work automation and task routing

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

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Social media

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

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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.

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Workforce forecasting and scheduling

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

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Cloud architecture and open platform

Modernise your tech stack and enable faster innovation — while guaranteeing secure, always-on operations.

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Global availability

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

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Cloud architecture

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

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Digital customer engagement

Support your teams with an all-in-one suite of digital capabilities — or with your own solution.

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Development

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

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Security and compliance

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

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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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Drive more sales through your website by leveraging real-time engagement and automation.

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Time kills all deals

The faster your team can connect with leads, the more deals you’ll close without increasing your cost. Companies that automate lead management see a 10% or greater increase in revenue and reach customers in real time — 24/7.

See 10 common myths about lead management

Serve your customers better with quality insights

Turn opportunities into wins

Improve your digital sales by using AI to:

Engage prospects in real time on their preferred channel, resulting in a 10x improvement in contact-to-lead qualification
Shape the journey for a 400% lead-to-customer conversion improvement
Personalise and automate next-best actions, offers and agents for a 10% revenue gain
Better integrate the tech stack to simplify the lives of sales reps

Share the executive brief with your team

Level-up your AI game. Find out how in 7-10 minutes.

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Quick reads: sales innovation

Stay on top of sales best practices and innovation with Genesys blogs. AI-driven sales engagement is evolving how we communicate with customers. Genesys provides a wealth of knowledge to benefit from this in the regular sales blogs.

Read the sales blogs

Stop wasting leads

Building on the power of AI and machine learning, Prospect Conversion and Customer Acquisition Centre, smarter and automated sales engagement technology solutions from Genesys, humanise the digital experience for your customers. These solutions deliver real-time engagement, active journey shaping and predictive personalisation.

Learn more about Genesys Prospect Conversion and Genesys Customer Acquisition Centre.

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