Choose the most capable contact center software

The right cloud contact center software makes providing great customer experience easy, from call center basics to the latest CX innovations.

Contact center software
Artificial intelligence and automation
Analytics and reporting
Customer journey management
Digital customer engagement
Integrations
Workforce engagement management

Contact center software

Create customer and agent experiences that effortlessly blend automated and human resources. Know your customers and engage when it matters.

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ACD

Ensure every customer gets the right support every time with skills-based and intelligent routing.

Artificial intelligence and automation

Power omnichannel experiences. Meet customers’ needs with bot support, data-based insights and more.

Customer self-service

Elevate customer self-service interactions across voice and digital channels with natural language and blended AI.

Digital customer engagement

Support your teams with an all-in-one suite of digital capabilities — or with your own solution.

Inbound

Make it easy to connect with your business. Offer support and exceed expectations across channels.

IVR

Drive better customer experiences while making your business more profitable with Genesys call center IVR.

Outbound

Build customer relationships with timely, personalized and contextual proactive communications across any channel

Unified communications and collaboration

Enable easy collaboration and communications — all from a single platform or third-party solution.

Voice services

Be there for customers who prefer phone-based support. Get voice services that work for your business.

Workforce engagement management

Give your employees the tools, support and growth opportunities they need to truly love what they do.

Artificial intelligence and automation

Make agents’ jobs easier, boost revenue and grow customer loyalty with artificial intelligence (AI). Gain the benefits of bots and automation tools that help customers self-serve.

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Agent Assist

Provide customer service agents with real-time AI assistance to improve both the efficiency and quality of customer interactions.

Artificial intelligence

Orchestrate and personalize omnichannel customer journeys at scale with easy-to-use AI.

Chatbots

Provide better answers faster with native or third-party, AI-powered chatbots that understand context.

Knowledge management tools

Provide the right information every time with AI-powered knowledge management tools.

Predictive engagement

Use AI to proactively engage online customers in the moment of truth with the next-best offer or resource.

Predictive routing

Use AI to match customers to the employees most likely to deliver the best service and KPIs in real time.

Virtual assistants

Capture and convert more sales-ready opportunities with AI-powered assistants.

Voicebots

Build voicebots with natural language understanding (NLU) and automate more voice conversations.

Analytics and reporting

Empower your teams with easy-to-use tools and relevant data. Unlock interaction insights that make it easy to deliver cross-channel customer experiences.

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Employee performance management

Improve performance with coaching and training. Manage interactions, analyze data and recommend actions in real time.

Pointillist customer journey analytics and orchestration

Measure, monitor and orchestrate customer journeys to optimize CX, grow customer satisfaction and reduce costs.

Reporting integration and export

Get valuable insights with custom call center reports and dashboards. Then share those insights easily.

Speech and text analytics

Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.

Customer journey management

Deliver frictionless experiences at scale for every customer. Harness the power of journey analytics, data management and orchestration to better manage, measure and optimize customer journeys.

Customer journey analytics

Measure, monitor and optimize customer experience and your targeted business KPIs.

Customer journey data management

Transform customer data silos into journey data pipelines that fuel analytics, modeling and orchestration.

Customer journey orchestration

Optimize engagement based on each customer’s preferences, current goals and prior experiences.

Digital customer engagement

Enable your agents to engage customers — and each other — anytime, anywhere, on any digital channel.

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Chatbots

Provide better answers faster with native or third-party, AI-powered chatbots that understand context.

Co-browse and screen share

See why your customers are reaching out in real time. Show them how to resolve their issues.

Email

Give email the attention it deserves with management tools incorporated into your contact center desktop.

Knowledge management tools

Provide the right information every time with AI-powered knowledge management tools.

Live chat

Chat with your prospects and customers in real time to solve issues quickly — no phone call needed.

Predictive engagement

Use AI to proactively engage online customers in the moment of truth with the next-best offer or resource.

SMS messaging

Use familiar mobile channels to touch base with your customers without disrupting their day.

Social media

Meet customers on the popular platforms they already use to build positive customer experiences.

Virtual assistants

Capture and convert more sales-ready opportunities with AI-powered assistants.

Integrations

Maximize your investments; integrate existing technologies and the skilled employees who use them with Genesys solutions.

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Genesys Cloud CX™ integrations

Bring systems together with ease. Create unique experiences quickly and build without limitations.

Genesys Cloud CX™ Salesforce integration

Bring your CRM and CCaaS solutions together with a pre-built Genesys Cloud CX integration for Salesforce.

Workforce engagement management

Creating great employee experiences has never been more important. Drive employee retention and satisfaction with a unified workforce optimization tool.

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Employee performance management

Improve performance with coaching and training. Manage interactions, analyze data and recommend actions in real time.

Gamification

Help employees meet performance objectives with actionable, real-time insights that drive results.

Quality assurance and monitoring

Record every interaction across channels without losing data for Voice of the Customer (VoC) insights.

Speech and text analytics

Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.

Workforce forecasting and scheduling

Create accurate, flexible schedules in minutes. Have the right support in place — even when demand spikes.

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.