In a single location — and with a single login —compose customer and employee experiences with an extensive admin toolset. Manage users, provision numbers, create knowledge bases, configure routing, integrate systems, design interaction flows and much more.

Effectively manage change with a microservices-based architecture that brings weekly product innovations, on-demand scaling and unmatched reliability through auto-healing and fail-safe processing and testing.

Empower your global workforce with access to the roles and permissions they need to deliver frictionless and familiar experiences around the clock and on every channel — while ensuring security and resiliency.

Onboard new users worldwide in just a few clicks. Or add a large batch of users and their information in bulk with a CSV file import. Automatically send new users an admin-designed onboarding email so they can get up and running fast.

Regulate the roles, permissions, groups, queues and divisions of individual users. Rest easy knowing your agents and supervisors have access to everything they need — and nothing they don’t.

Create and assign ACD skills to indicate an agent’s areas of expertise and knowledge. Improve time-to-resolution KPIs by routing interactions to the most suitable agent, rather than the next available one.

Allow agents to handle multiple voice, chat, email, message or callback interactions at once to improve service-level metrics and KPIs. Define maximum capacity per channel and interruption logic.

Choose to keep your existing service provider (BYOC) — or opt for our native cloud-based telephony and SMS messaging services. Both options deliver crystal-clear voice calls, high resiliency, security and extensive global coverage.

Gain a holistic view of your global telephony services. From a single location, admins can easily purchase, port, and assign DID and toll-free numbers to a person, phone or call flow.

Ensure services stay connected during migration by porting over your well-established, in-use numbers from your current provider. 

Acquire new numbers for upcoming campaigns, new office locations, or to extend your brand’s global voice using a quick, self-service purchase process. Our native, cloud-based voice services readily adapt to handle changes in demand or regulatory compliance.

Make it easy for customers to engage in rich text conversations with your brand with dedicated SMS numbers. And keep them informed with timely notifications, alerts and promotions.

Create and organise articles into an AI-enabled knowledge base; train and activate knowledge for self-service and agent assist; and analyse the utilisation and effectiveness of information.

Create visual impact through rich text and images. Test articles to experience automated information from the user perspective. Adapt built-in algorithms with phrasings. Phrases provide additional context and improve accuracy.

Categories and labels make it easier to manage and train content for semantic search. Semantic search uses AI to find information based on intent and context — not keywords.

Integrate knowledge into your bots (voice and digital), use for automatic knowledge search with agent assist or enable a support centre with smart search capabilities.

Analyse usage and effectiveness across channels. Measure how often knowledge is used, which articles are used the most, which questions are answered and which remain unanswered. Optimise your knowledge base without leaving the platform.

Assess which phrases have the greatest impact across or within channels. Resolve issues by adding phrases, editing content for clarity or creating new content to address knowledge gaps.

Interactions are matched to an agent based on a queue’s routing method. Choose between Standard (next available agent), Predictive (AI-based), Preferred (pool of preferred agents) or Bullseye (based on corresponding skills and availability).

Predictive routing uses AI to analyse data and detect patterns to match customers with the right agents, on the right channel, at the right moment. Configure and run tests easily and optimise for multiple KPIs without the need to wrangle data.

Quickly search and add individual or multiple agents to specific queues based on location, skills, languages spoken, groups, divisions and more.

Ensure agents document every interaction in detail by assigning after-call work and/or wrap-up codes. Specific wrap-up codes are assigned to each queue and indicate the purpose or outcome of an interaction and aid in service-level and performance reporting.

In Genesys Cloud, a single queue can be used across interaction types to ensure a unified customer experience and smooth transition between channels. Define individual channel settings per queue to optimise agent performance and automation.

It takes free-flowing architecture that passes data, intent and intelligence across the organisation to execute great customer experiences. Genesys Cloud makes it easy to connect systems with a rich set of open APIs, dev tools and an expansive ecosystem of pre-built integrations.

The AppFoundry is a curated marketplace of industry-relevant apps and integrations that allow easy and accelerated extension of the platform. Unlock turnkey innovation in a broad range of categories: CRM, UCC, WEM, business intelligence, automation and more.

Take advantage of unique solutions from our developers and Professional Services purpose-built to improve speed to market and ROI, including Analytics as a Service (AS3), data actions, third-party bots, ecosystem integrations and more.

Get a head start on building custom integrations and complex solutions. These all-inclusive toolkits and ready-to-import configurations provide the step-by-step instructions and code needed for developers to start crafting differentiated experiences.

Premium apps, developed by trusted partners and Genesys, run inside Genesys Cloud for seamless operation and user experiences. All charges for premium apps appear on the regular Genesys Cloud invoice, with many offering an automated free trial.

Gain a holistic view of the integrations in your CX architecture. From a single location, admins can activate, deactivate and edit pre-built connectors, data actions, SSO integrations and authorised applications as requirements change.

Create seamless conversational flows with our low-code, drag-and-drop orchestration tool – Architect. Combine NLU and customer data with logic, actions, menus and prompts to guide digital and voice conversations to meaningful outcomes.

Configure self-service call journeys without IT help. Tailor rules, messages, menus and multilingual flows based on the customer, why they’re calling and capacity. Use NLU voicebots to service customers globally 24/7. Or, if human support is needed, route calls to an agent with full context. 

Easily connect to third-party systems to retrieve the data you need to add context to your interactions and mine intent. Plus, resolve invalid data inputs in real time to ensure you’re collecting the right data, in the right format.

Power your automation strategy by enabling bots across all channels. Build bots in Architect using intuitive Dialog Engine Bot Flows or Digital Bot Flows, which combines the power of NLU with business logic context to create dynamic bots that understand intent and take action.

Integrated natural language understanding uses AI to identify customers’ goals and intent. Build smarter bots that adapt to what customers are saying and conduct conversations that are natural, personal and empathetic.

Unleash your knowledge resources across interaction types to power self-service and human-assisted service. Support your customers in real time with access to images, dynamic articles, enhanced language dimensions and expanded search capabilities.