AI-powered contact center software
Get the features you need to reach your business goals in a comprehensive platform
Get the features you need to reach your business goals in a comprehensive platform
Discover unified Contact Center as a Service (CCaaS) capabilities including voice, digital, AI, journey analytics, customer engagement and workforce management in the comprehensive Genesys Cloud™ platform. A rich set of open APIs, prebuilt integrations and our expansive AppFoundry® Marketplace make it possible to drive business growth, customer loyalty and employee productivity — all while reducing costs.
Deliver connected experiences that strengthen customer relationships.
Shape business outcomes and reduce customer and employee effort.
Accelerate resolutions and revenue with the right engagement at the right time.
Empower and engage employees with AI tools that make day-to-day work easier.
Safeguard your data and comply with regulations as you scale.
Evolve continuously while eliminating patchwork solutions and vendors.
You can expect more from the Genesys Cloud platform because we’re a leader in the CCaaS industry. If you can dream it you can do it with Genesys — from a limited scope to meet small business needs to a full set of offerings to support even the most demanding enterprises. Here are the many powerful capabilities that Genesys Cloud provides.
The power of AI is woven throughout the Genesys Cloud platform. It helps agents focus on the work they took the job to do, rather than repetitive manual tasks. It makes it easier to surface the right information at the right time, and provide it to customers in need. And it improves every part of the customer support journey.
The Genesys Cloud platform was born in the cloud and is built to function there. Its cloud-first architecture allows it not only to outperform similar platforms that were designed as on-premises solutions, but also to adapt faster to changes in the ecosystem with a host of available integrations and weekly updates that together drive your ability to innovate.
Genesys Cloud is a leading AI-Powered Experience Orchestration platform. With the Genesys Cloud platform, you can engineer a seamless path from learning about your offering to purchase and beyond, on to any needed service and up-sell opportunities. Make it easier for every single customer to work with you, from end to end.
There are more ways to be online than ever before. And every new channel that’s developed is a new way for your customers to interact with your brand. The Genesys Cloud platform doesn’t just allow you to be present on each — it gathers all channels together in one place, so your customer support agents have access to a customer’s holistic online journey.
Your customers aren’t your brand’s only critical audience — your employees interact with you every single day, and their experience should be optimized as well. The Genesys Cloud platform includes workforce engagement management tools that allow you to help employees grow, ensure every interaction is as good as it can be, and make sure the right people are working at the right times.
Deliver the future of customer and employee experience today. Genesys Cloud allows your organization to provide cutting-edge tools to your employees that make work easier while providing better customer experiences. And with native AI included, you get everything from predictive routing to automatic interaction analysis and summaries.
Artificial intelligence is seamlessly integrated throughout the Genesys Cloud platform, meaning every experience is AI-powered. Customers and employees alike will have the right interactions at the right times, no matter what — so answers are easier to find, frustrating experiences are limited or eliminated, and journeys don’t get abandoned before they’re resolved.
Intelligent predictive routing ensures that customers always connect with the agent best suited to serve them, whether that’s the first available or an expert in a particular issue. An AI-powered Agent Copilot assists throughout the process, providing real-time support and next-best steps along the way. And with full context and conversation history management, customers get an omnichannel experience that’s smooth no matter who they’re talking to.
Every customer is unique, with their own needs — so you should provide each a personalized journey to meet them. With Genesys Cloud, you can go beyond traditional personalization using AI to orchestrate experiences for the individual, not an audience. Use data from touchpoints everywhere — from your website to social media and beyond — to understand customer intent, anticipate their needs and connect interactions into holistic journeys.
Give your agents — human and virtual alike — real-time orchestration possibilities based on a customer’s omnichannel behavior pattern without complicated rules or workflows. Make it easy for service, marketing and sales teams to collaborate, breaking down silos and turning your contact center into an end-to-end hub for everything a customer could need.
Give your customer service agents access to everything they need, all in one place. Integrate customer and employee experience solutions into one to increase ease of use and encourage adoption that empowers employees to improve performance.
The platform gathers all relevant data into one location, meaning that historical and contextual information never slips through the cracks – so routing can always have logic behind it, not random chance. Analysis of every interaction allows agent and customer behavior patterns to be revealed, indicating opportunities for targeted coaching.
Genesys Cloud isn’t just the contact center platform of today, it’s the last one you’ll ever need. Born in the cloud and with native AI built in from the foundation, the Genesys Cloud platform ensures that you’ll remain agile, scalable and innovative forever.
In fact, with a weekly release model that allows Genesys to release over 400 new features every year, the possibilities are endless. The Genesys Cloud platform never stops evolving — because your customers’ needs don’t, either.
Genesys makes it possible to deliver unique, personalized experiences your customers will love. You can scale to keep pace with both customer preferences and business demands. Here’s why the Genesys Cloud platform gets the job done better than other platforms.
Artificial intelligence is native and infused throughout the Genesys Cloud platform, which means it supports smarter and faster problem solving at all levels.
No more switching browser tabs and platform windows — Genesys Cloud combines customer engagement, workforce engagement and journey management in one.
Genesys Cloud includes the strongest encryption and security protocols there are, providing safety standards and authentication you can trust.
Genesys makes it easy to deliver better customer and employee experiences. Request a free demo to see how our cloud contact center software enables great customer service, accelerates the impact of your customer experience team and drives results for your business. Simplify your contact center operations and ease demands on IT. Give your service teams more time to focus on what matters most — your customers.
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El software de contact center/call center es una plataforma tecnológica que permite a las organizaciones gestionar de manera eficiente las interacciones con los clientes. Incluye funciones de enrutamiento, seguimiento y grabación de llamadas, así como herramientas para gestionar los datos y análisis de los clientes. El software de call center ayuda a los agentes a gestionar consultas, resolver problemas y asistir a los clientes. Puede implementarse, ya sea en las instalaciones o en la nube, y puede incluir varios canales de comunicación, tales como llamadas de voz, chat, correo electrónico y redes sociales, a fin de mejorar las operaciones de servicio al cliente. Obtenga más información →
El mejor software de call center depende de las necesidades específicas de cada empresa. Genesys se encuentra entre las opciones más populares gracias a su flexibilidad y escalabilidad, así como sus soluciones con una gran variedad de funciones. Salesforce Service Cloud se integra perfectamente en los sistemas CRM. Evaluar sus requisitos, presupuesto y necesidades de integración es un paso fundamental para determinar la mejor opción para su call center.
Los informes y análisis de los call centers son un factor esencial para el éxito de cualquier equipo de servicio al cliente. Los call centers llevan un registro y realizan informes sobre los KPI y otras métricas predefinidas. El proceso de recopilar y analizar todos estos datos es la base de los análisis del call center. Estos datos presentan insights sobre la eficiencia y la productividad generales del call center, la eficacia de los journeys de los clientes actuales y el rendimiento de agentes y supervisores. Obtenga más información →
No, Genesys no es un call center. En vez de ello, Genesys ayuda a call centers y contact centers de todo el mundo mediante Genesys Cloud, una plataforma líder para la orquestación de experiencias potenciada con IA, así como otros servicios que asisten a las empresas a brindar el mejor servicio al cliente posible, las 24 horas del día, los 7 días de la semana. Obtenga más información →
El contact center como servicio (CCaaS) es una solución basada en la nube que brinda a las empresas la infraestructura y las herramientas necesarias para organizar y gestionar sus contact centers de atención al cliente. Incluye funciones como canales de voz, chat, correo electrónico y redes sociales, a través de los cuales los agentes pueden interactuar con los clientes. Las soluciones CCaaS ofrecen escalabilidad, flexibilidad y rentabilidad, ya que eliminan la necesidad de contar con hardware en las instalaciones y permite acceder a funciones avanzadas de servicio al cliente a través de un modelo basado en suscripciones. Obtenga más información →
Los call centers y los contact centers son entidades de servicio al cliente similares, pero con una diferencia importante. Tradicionalmente, un call center solo responde a las llamadas de voz, ya sea por teléfono o por voz sobre IP (VoIP). Sin embargo, un contact center puede atender sistemas telefónicos y también consultas a través de chats de texto, SMS, redes sociales y cualquier otro canal que los clientes puedan utilizar para buscar ayuda. Obtenga más información→
Una solución de software para la gestión de relacionamientos con los clientes (CRM) es una herramienta que un contact center podría utilizar para facilitar la labor de los agentes de servicio al cliente. Un sistema de CRM organiza los datos de los clientes actuales y potenciales que se recopilan durante el journey del cliente; esos datos se utilizan para garantizar que cualquier persona que interactúe con ese cliente lo atienda de manera adecuada. Cuanto más sepa sobre un cliente, más fácil será atenderlo, personalizar el proceso y garantizar la satisfacción de sus necesidades. Obtenga más información →
Seleccione el plan perfecto para su empresa: nuestros precios son flexibles y fueron diseñados pensando en usted. Obtenga más información→
Genesys has a number of competitors at different levels of the CCaaS industry. For example, some enterprise software providers, like Amazon and Cisco, offer software that either does a similar job to the Genesys Cloud platform or can work in concert with it. In fact, Genesys partners with some of these — for example, Amazon Web Services is a strategic partner of Genesys.
In terms of direct competition, there are a number of businesses that offer CCaaS platforms that attempt to do what Genesys Cloud does. Five9, NICE and 8×8 are a few providers that get considered alongside Genesys.
