Future-proof your contact centre

Genesys Cloud delivers the broadest and deepest set of all-in-one Contact Centre

as a Service (CCaaS) capabilities available to expedite progress, reduce complexity and simplify the user experience. This means your team doesn’t have to build as much. And, because of the constantly evolving power of the platform, your development work has a greater impact.

Deploy a single set of microservices built to work together from the start, including major services such as base, carrier, application, AI and analytics services. This speeds your deployment, expansion and access to innovation.

Give your developers a single set of contact centre APIs, SDKs and developer tools. Your team will spend less time learning different environments and connecting applications to deliver. And they’ll build on a complete solution in the cloud.

Get a single do-it-all interface for developers, administrators, operations experts, supervisors and agents. From system configuration and customisation to engaging employees and customers in more personal ways, a single web-based interface makes it easy for your teams to do their jobs.

While other cloud contact centre providers offer complete solutions, their underlying applications are typically built separately, combined later or come from third parties. Employing a wide range of powerful capabilities using a single set of services means you only have to work with one team of experts.

Add Genesys Cloud interaction controls directly into your Salesforce interface with a pre-built integration by Genesys. Interaction types supported include inbound voice, callback, outbound dialling, chat, email, messages and voicemail. You can also route Salesforce emails, add click-to-dial, store interaction details within Salesforce and more. A free trial and single-click install are available on the Genesys AppFoundry® Marketplace.

Add the best bot for the best use case. Easily integrate AI chatbots and voicebots for conversational interactivity with customers. You can choose from our native bot solution and intuitive flow builder, Dialog Engine Bot Flows, or bring your own favourite bot from major providers including Google Dialogflow, Amazon Lex, Nuance and more partners you can browse in the AppFoundry.

Connect your enterprise-grade systems to your contact centre software. With the Microsoft Teams integration, employees can easily communicate and collaborate across departments to boost knowledge-sharing and break down silos. And by integrating Dynamics, you can rapidly deliver customer information to agents during a call using call data from Genesys Cloud in concert with your Dynamics account. A free trial and single-click installation are available in the AppFoundry.

Browse the AppFoundry to choose from a curated selection of integrations, applications and services that complement the Genesys Cloud solution to meet your specific requirements. You’ll find CRM integrations, unified communications solutions, additional analytics tools, business intelligence, knowledge apps and more.

Connect with one of our partners to customise your Genesys Cloud solution using an existing add-on app or something they’ve developed specifically for you. We’ll help you find the right partner based on your requirements and industry segment. Find the right value-add reseller, strategic alliance partner or technology partner, depending on your needs.

Use web hooks to automatically post notifications about events occurring in one of your enterprise web applications to Genesys Cloud chat rooms. You use a query to set up the types of events to push, and then select which chat rooms should receive those notifications. The Genesys Cloud platform supports web hook integrations with a variety of third-party systems, including Bitbucket, GitHub, Jenkins, JIRA, PagerDuty, Pivotal Tracker, StatusPage, Trello, UserVoice and Zendesk.

Gather data using external systems and tools and then perform actions in Genesys Cloud applications. You can use pre-built data actions, or build custom ones, to make routing decisions within your interaction flow in Architect. Then present the information to your agents in scripts or act on data in other ways. Use our pre-built data actions for Salesforce, Zendesk, Microsoft, Amazon Web Services (AWS) and Genesys Cloud — or build custom actions against most JSON-based web services.

Genesys Cloud events let you react in real time to changing conditions within your contact centre, wire-up events from other enterprise applications, perform operations on schedule and more. Use Architect workflows to keep your enterprise applications communicating with each other and ensure they’re always synchronised.

Make it easy for your development team to put Genesys Cloud services inside your systems and tools with our embeddable framework. A common framework is shared by our CRM system and browser extension integrations, including Chrome, Firefox, Salesforce and Zendesk. The framework manages the interaction lifecycle, making API calls for the most common agent functions. Improvements to the Genesys Cloud platform are automatically available to your implementation.

Your developers can build almost anything, in any programming language, using the same fully secured and versioned public REST APIs that are used to build the Genesys Cloud all-in-one solution. Get APIs specific to your platform, co-browse, embeddable frameworks, screen share, web chat, web services, data dip, web hooks, WebRTC softphone and client apps. As an API-first native cloud, the Genesys Cloud platform handles billions of API requests weekly.

Grant developers access to client libraries that wrap REST API calls in a simple-to-use interface for integrating the Genesys Cloud platform with your other applications. Documentation and source code are provided for the following languages: JavaScript, Java, Microsoft .NET, Ruby, Python, iOS and Go.

Quickly extend your Genesys Cloud functionality using developer blueprints and templates. Use easy step-by-step guides to address unmet business needs or import ready-to-use configuration assets, such as data actions, call flows and bots. Choose from a wide selection of existing support materials that allow you to discover and create novel solutions for your customers.

Give your dev team one place to go for all they need to build on the platform quickly. The Genesys Cloud Developer Centre offers traditional resources, such as API and SDK documentation, open-source code examples and step-by-step tutorial projects. It also gives you access to easy-to-use development tools and a developer community for collaborating with experts.

Join the discussion in a forum curated by developer evangelists and contributors to the core Genesys Cloud platform. Use the forum to engage with experts on best practices, functional capabilities and common issues. And learn from your peers.

Choose from three simple Genesys Cloud pricing plans, based on the capabilities you need.

Need a flexible option? Add digital channels and workforce management bundles to Genesys Cloud 1 or Genesys Cloud 2 plans, if you need them. Everyone in your organisation can have access to the additional capabilities, or you can limit access to specific users.

Choose the billing option that works best for you: billing based on named users, concurrent users or at an hourly rate for the total duration of time users are logged into your Genesys Cloud solution.

Use convenient and flexible voice services. Make it simple by using our VoIP telephony service, Genesys Cloud Voice or keep your existing cloud carrier service by choosing Bring Your Own Carrier (BYOC).

Unified communications and collaboration (UCC) capabilities are included with the Genesys Cloud all-in-one solution. You can use them to replace aging PBX systems and unify collaboration across the enterprise — or integrate with popular UCC solutions from Microsoft, Cisco, Zoom and others.