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

Empower your global workforce with access to the roles and permissions they need to deliver seamless, personalized 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 area 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, social or callback interactions at once to improve service-level metrics and KPIs. Define maximum capacity per channel and interruption logic.

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 analyze 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 optimize 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 the Genesys Cloud™ platform, a single queue can be used across interaction types to ensure a unified customer experience and smooth the transition between channels. Define individual channel settings per queue to optimize.

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

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

Easily connect to third-party systems to retrieve 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.

Deploy virtual agents across all channels, ensuring smooth handoffs to live agents, complete with interaction summaries and wrap-up codes. Powered by generative AI, virtual agents are easy to build and manage, while analytics identify areas for improvement to enhance performance.

Integrated NLU uses AI to identify customers’ goals and intent. Build smarter virtual agents 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.

Sometimes conversations need a more human touch. If additional support is needed, Genesys provides an easy way to route interactions from a virtual agent to a live agent while preserving conversational context. Create seamless transitions without missing a beat.

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

Gain easy and accelerated extension of the platform with the curated AppFoundry® Marketplace of industry-relevant apps and integrations. Unlock turnkey innovation in a broad range of categories: CRM, UCC, workforce engagement management, business intelligence, automation and more.

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

Integrate seamlessly with leading providers across UCC, CRM and more.​

Premium apps, developed by trusted partners and Genesys, connect with 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 customer experience architecture. From a single location, admins can activate, deactivate and edit prebuilt connectors, data actions, single sign-on integrations and authorized applications as requirements change.

Prepare for service success by ensuring your people are when and where you need them. In one tool, configure your teams — ensuring staffing aligns with business needs.
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Create accurate forecasts using predictive AI based on historical data. Predict customer demand based on real-time and historical data and align staffing to meet peak periods.

Define time-off plans and set time-off limits to ensure adequate coverage while allowing agents to manage work-life balance and take time off as needed.​

Configure shift trade and alternative shifts — allowing agents to trade shifts with ease, ensuring full coverage without micromanagement.​

Configure work plans and set up work plan bidding processes for agent shifts, allowing agents to choose based on preference and availability.​

Create schedules based on the latest, most accurate forecast data and staffing requirements — ensuring coverage when and where you need it. ​

Create and organize articles into an AI-enabled knowledge base; train and activate knowledge for self-service and agent copilot; and analyze the utilization 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, which uses AI to find information based on intent and context — not keywords.

Integrate knowledge into your virtual agents across any channel, use for automatic knowledge search with agent copilot or enable a knowledge portal with smart search capabilities.

Analyze 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. Optimize your knowledge base without leaving the platform.

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