Genesys Capabilities
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Contact center software
Customers expect seamless cross-channel support — and yesterday’s phone system isn’t up to the task. Respond in real time via your website, social media channels and live chat. Create customer and agent experiences that effortlessly blend automated and human resources. Know your customer and have the relevant context to engage when it matters with the right help.
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Digital customer engagement
Don’t make your customers wait on hold to reach you. Give them the easy, frictionless communication channels they prefer. An all-in-one suite of digital capabilities — enhanced with bots and predictive artificial intelligence (AI) — lets your employees and customers engage in seamless conversations across chat, email, text and social media channels. Anywhere, anytime.
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AI and automation
Transform your contact center to maximize efficiency while delivering experiences your customers will love. Artificial intelligence (AI) and automation tools are making agents’ jobs easier, boosting revenue and growing customer loyalty. Discover how predictive engagement can optimize omnichannel journeys by anticipating what customers want. And gain the immediate benefits of bots and other automation tools that help customers find solutions on their own.
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Workforce Engagement
Delivering exceptional experiences doesn’t stop with the customer — today’s employees expect them, too. Workforce engagement management (WEM) makes it easy to create great employee experiences. WEM focuses on the human side of your contact center to improve employee engagement. And it simplifies operations while increasing efficiency.
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Integrations and apps
It takes an entire organization to provide great customer experiences. And it all starts with connecting your contact center to other business-critical systems. Genesys Cloud CX™ and Genesys Multicloud CX™ contact center solutions are designed to help maximize your investments in existing technologies and the skilled employees who use them. A unified contact center breaks down silos while streamlining operations — and your customers will experience the difference.
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Analytics and reporting
Getting actionable insights to guide your team shouldn’t be a challenge. But connecting the data from disparate tools and systems can be complex. Call center software from Genesys gives you a single point of truth. Empower your teams with easy-to-use tools and relevant data. Unlock interaction insights that make it easy to deliver cross-channel customer experiences.