Genesys Cloud CX
The all-in-one cloud contact center solution. Connect phone, email, chat, and social through one seamless tool with the broadest and deepest set of CCaaS capabilities available.
Comprehensive Contact Center Capabilities
Everything you need in a single, composable platform
Digital Channels
Chat, email, SMS, messaging apps, and co-browse for true omnichannel engagement.
Customer Self-Service
IVR, voicebots, and chatbots powered by AI for intelligent automation.
Voice Services
Cloud voice, BYOC, and DIY administration for flexible telephony.
Inbound Routing
ACD, voicemail, and callback capabilities for efficient call handling.
Outbound Campaigns
Campaign management, blending, and proactive notifications.
Workforce Management
Performance tracking, resource management, and quality assurance.
Unified Communications
Integrated business communications and collaboration tools.
Reporting & Analytics
Real-time dashboards, historical reporting, and actionable insights.
Genesys Cloud CX
The All-in-one Cloud Contact Center Solution By Genesys
Connect phone, email, chat, and social through one seamless tool.
The Genesys Cloud offering is both an all-in-one public cloud solution and an innovative cloud development platform. The Genesys Cloud solution delivers the broadest and deepest set of CCaaS capabilities available using a single, all-in-one design to speed deployment, reduce complexity, and simplify administration in Contact Centers and more. The Genesys Cloud platform is designed to help you manage change in a secure, reliable, and scalable way for better customer experience.On-Demand Webinar: Private-Cloud or Public-Cloud for your Contact Center?
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Features
with Genesys Chat, Email, SMS, Messaging Apps, Co-browse and screen share and more..Speech-enabled IVR, Voicebots and ChatbotsGenesys Cloud Voice, Bring Your Own Carrier (BYOC), and DIY Administration.Inbound Voice Routing (ACD), Voicemail, and Callback.Outbound Campaigns, Inbound/Outbound Blending and Proactive Notifications.Employee Performance, Resource Management, and Quality Assurance.Anywhere Access, Business Communications, and Agent Collaboration.Performance Dashboards, Historical Reporting, Real-Time and Historical Views - All on Cloud.AppFoundry Marketplace, Prebuilt Integrations, and Genesys Cloud Platform.
Why We Love Genesys Cloud♥
All-in-one design - Genesys Cloud Speed progress, reduce complexity and simplify the user experience. Access updates and innovative services - like AI-powered journeys, new digital channels, workforce engagement solutions, and more. Composable platform approach - Genesys Cloud in an open development platform with a high feature velocity of innovative customer experience capabilities you don’t have to build, allowing you to create custom experiences for customers and employees. Quickly deliver differentiated experiences while maximizing return on existing investments. Trusted platform - Genesys Cloud is a secure, reliable, and scalable platform with publicly available up-time and no maintenance downtime for continuous feature releases. Manage change confidently by avoiding unnecessary risk.
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Redefining Customer Experiences With Cloud And Artificial Intelligence-Enabled Contact Centers
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IST PureCloud Features
Omnichannel Interaction Management
- Web Agent Desktop - Voice - Wrap up codes - Speech Enabled IVR
Outbound Campaigns
- Preview, Progressive - Campaign Management - Compliance
Workforce Optimization
- Voice recording
Supervisor Features
- Listen, Assist, Agent activation - Real-time performance views - Historical Metrics and Reports
Integration
- 3rd Party REST APIs - Unified Communications Platform - Packaged CRM Integrations *
Omnichannel Interaction Management
- Web Agent Desktop - Voice - Wrap up codes - Speech Enabled IVR - Web, Chat, Email - Response Management - Call Back
Outbound Campaigns
- Preview, Progressive - Campaign Management - Compliance - Graphical Scripting - Script Designer - Agentless, Power, Predictive - Inbound/ Outbound Blending
Workforce Optimization
- Voice recording - Quality Evaluations - Omni Channel Recording - Workforce Management ^
Supervisor Features
- Listen, Assist, Agent activation - Real-time performance views - Historical Metrics and Reports - iPad App
Integration
- 3rd Party REST APIs - Unified Communications Platform - Packaged CRM Integrations * - PureCloud Public REST API
Omnichannel Interaction Management
- Web Agent Desktop - Voice - Wrap up codes - Speech Enabled IVR - Web, Chat, Email - Response Management - Call Back - Social Channel Management
Outbound Campaigns
- Preview, Progressive - Campaign Management - Compliance - Graphical Scripting - Script Designer - Agentless, Power, Predictive - Inbound/Outbound Blending
Workforce Optimization
- Voice recording - Quality Evaluations - Omni Channel Recording - Workforce Management
Supervisor Features
- Listen, Assist, Agent activation - Real-time performance views - Historical Metrics and Reports - iPad App
Integration
- 3rd Party REST APIs - Unified Communications Platform - Packaged CRM Integrations * - PureCloud Public REST API
Ready to Learn More?
Get in touch with our team to discuss how this solution can transform your customer experience.