Genesys Cloud CX

All-in-one cloud contact centre for your business

Genesys Cloud unifies customer and agent experiences across phone, email, chat, text and social channels

Request a demo

Make it simple

Give agents, supervisors and admins a single, intuitive interface that makes it easier to serve customers.

Change fast

Deploy in minutes, add new channels instantly and innovate with a product built for change.

Reduce costs

Having everything built in avoids costly development, integration and ongoing support services.

Make it easy to turn on a wide range of capabilities

Use what you need, when you need it — it’s all built in with Genesys Cloud CX

Request a demo

Voice and digital channels
Provide consistent experiences across voice, chat, social messaging apps, SMS, email and bots.

IVR and customer self-service
Prompt callers to serve themselves using speech recognition and touch.

Outbound dialling
Run campaigns with the right dialing mode — predictive, power, preview and more — to reach more customers proactively.

Workforce engagement management (WEM)
Empower employees with multichannel recording, quality management, workforce management and more.

AI and automation
Power your contact centre with Genesys AI for personalised experiences at scale.

Reporting and analytics
Get a complete view of your contact centre with clear and accurate insights across all channels.

Business communications
Extend collaboration and communications tools to those outside the contact centre.

Integrations and apps
Connect business-critical systems like your CRM, ERP and SSO solutions.

Analysts weigh in

Genesys Cloud is a Magic Quadrant Leader. Get the comprehensive reports.

2024 Gartner® Contact Centre as a Service Magic Quadrant™

Trusted by experts. Powered by results.

Genesys named a Leader for the 10th consecutive year — and positioned highest in execution

* Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Source: Gartner Magic Quadrant for Contact Centre as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.

Analysts weigh in

Genesys is a leader. Get the reports you need to evaluate the CCaaS landscape in a single download.

Frost Radar™: Cloud Contact Centre Services in Asia-Pacific, 2023

Genesys has been positioned as the Growth and Innovation leader in the “Frost Radar™: Cloud Contact Centre Services in Asia-Pacific 2023” report. We believe this is because we:

Have the most complete all-in-one cloud contact centre platform in the marketplace
Focus on innovation through extensive investment in customer experience
Demonstrate substantial growth in our developer community and feature set

* Disclaimer

* Frost & Sullivan is not responsible for any incorrect information supplied by companies or users. Quantitative market information is based primarily on interviews and therefore is subject to fluctuation. Frost & Sullivan research services are limited publications containing valuable market information provided to a select group of customers. Customers acknowledge, when ordering or downloading, that Frost & Sullivan research services are for internal use and not for general publication or disclosure to third parties. No part of this research service may be given, lent, resold, or disclosed to noncustomers without written permission. Furthermore, no part may be reproduced, stored in a retrieval system, or transmitted in any form or by any means—electronic, mechanical, photocopying, recording, or otherwise—without the permission of the publisher.

Analysts weigh in

Genesys Cloud is a Leader. Get the comprehensive reports.

The Forrester Wave™: Contact Centre as a Service (CCaaS), Q1 2023

The Forrester report names Genesys a leader in Contact Centre as a Service solutions in 2023 and noted its:

Highest scores possible in the criteria of AI architecture, workforce optimisation, customer self-service— and 11 other criteria.
“Wide-ranging set of product capabilities and a go-to-market engine that successfully sells around the world”
“Impressive breadth of functionality, with powerful customer journey analytics from its acquisition of Pointillist and comprehensive suite of WFO capabilities”

Analysts weigh in

Genesys Cloud is a Leader. Get the comprehensive reports.

IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment

Genesys named a Leader by IDC MarketScape

Genesys recognized for its ability to deliver conversational AI capabilities across an array of digital and voice-based channels

Easily integrate with the systems you use

Over 350 ecosystem apps and pre-built integrations, including Salesforce, Microsoft and Zoom

See what customers say about the easy to use platform

“Web messaging is 25% more efficient compared to call handling, meaning we can serve more customers without increasing headcount. And since introducing video calls we’ve seen a noticeable uplift in new mortgage sales.”

— Thom Kokhuis, Head of Conversational Banking, Rabobank

“Genesys Cloud is so user-friendly that the team is on track to build IVRs, which they couldn’t do before. They always had to log IT tickets before. Now we can do this ourselves and it’s been a real game changer for us and the team.”

— Brendon Clark, Workforce Optimisation Manager, Humm Group

“…in 2020, a customer service agent could handle only six customer service tickets per hour. But since we’ve implemented the Genesys solution, they can now handle more than 10 tickets an hour at a better-quality level. So, we’ve seen productivity skyrocket.”

— Rudy Dalimunthe, Senior Vice President of Customer Excellence, Tokopedia

See the Genesys Cloud platform in action with a personalised demo

Make it easy to serve customers, make changes quickly and reduce
total cost of ownership with a true all-in-one cloud platform.

Experience today’s most powerful all-in-one cloud contact centre

Thank you for your request.
You are now demo-bound!