Create exceptional customer relationships and fuel future growth with our people-obsessed contact centre software.
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Contact centre software
Make it easy for people to contact your business—when they want and on the channel they prefer.
All-in-one solution
Contact centre, workforce optimisation and business communications — all in a single application.
Service automation
From chatbots and voicebots to third-party integrations—easily design, configure and manage applications with an intuitive web-based drag-and-drop interface.
IVR
Drive better customer experiences while making your business more profitable, versatile and scalable.
Digital sales
Capture, qualify, engage and convert leads faster and more effectively with the power of machine learning.
Reporting and analytics
Collect and analyse contextual journey data across all interactions for real-time insights; predict and plan for the future more successfully.
Workforce engagement and management
Reduce attrition, improve employee skills and knowledge and drive better performance while remaining compliant.
Integrations and apps
Connect business-critical systems and add new tools and functionality to meet your call centre needs.
With our agile Genesys Cloud CX solution, it was pretty easy to add a COVID hotline and rapidly scale up as calls peaked from around 2,000 to 25,000 over a single weekend.
Sue Ferguson, Director of Contact Centres
Service NSW
The customisation flexibility and the capability to go beyond the vendor and client relationship is something that’s very important for us as a business, and we found that in Genesys.
Rudy Dalimunthe, Senior Vice President of Customer Excellence
Tokopedia
Genesys Cloud CX has allowed us to empower more people to work from home. They simply use their remote PC to access Genesys Cloud CX and our CRM system.
Eri Hirayama, Medical Information Centre 1, Medical Communications
Astellas Pharma Inc.
We wanted a cloud platform that combined omnichannel routing, AI-powered analytics and a unified agent desktop for managing the D2C sales funnel, Genesys Cloud CX gave us all this and more.
Mateusz Jazdzewski, IT Peace of Mind Solutions Manager and Head of CX Product
Electrolux
With Genesys Cloud CX, we have a robust, flexible cloud platform with the best user and customer experience. We have all the tools and functionality we need to deliver the best possible service.
Adrián Lozano Cantú, Customer Service Manager
Heineken Mexico
With all the data and analytics available, we can design more proactive engagement models to improve productivity, wait time, call handling, workload balancing and more.
Naresh Shanker, CTO
Xerox
By introducing callbacks, it saved customers more than 2.9 million minutes in hold time within the first three months.
Emma Noble-Beasley, General Manager Contact Centre
Kiwibank
Genesys Cloud enabled us to provide the omnichannel experience that we wanted to give our customers. It’s a platform for innovation and design, which means I’m not beholden to our IT teams to help us develop. We have the ability to innovate on Genesys Cloud to continue to evolve CX.
Andrew Murrel, COO
Humm Group
Since the implementation, agent feedback has been very positive around the omnichannel experience we now offer. Together with the new Smart Agent Assist capability, the team is able to be more customer-centric in handling inquiries coming our way.
Justin Yu, Head of Planning & Business Improvement
Cathay Pacific
Empower your agents, boost revenue, and minimise cost with our customer-focused contact centre software.
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