"I love Genesys Cloud CX Platform - Experience as a Service | Genesys"

2022-05-04 13:10:02

+1.888.436.3797 SupportStatusCompany SearchLoginGenesys Cloud CX 1Genesys Multicloud CXGenesys DXConsultant PortalKnowledge Network LoginGenesys Cloud CXGenesys Multicloud CXGenesys DXConsultant PortalKnowledge NetworkHomeSolutionsGenesys named a Leader in the 2021 Magic Quadrant for Contact Center as a ServiceView the reportBY INDUSTRYRetailPersonalize the shopping experience with a connected journey.Financial servicesTransform banking engagement with seamless experiences across channels.GovernmentDeliver on the promise of digital government.HealthcareCreate secure, connected patient experiences at every touchpoint.All SolutionsBY ORG TYPEEnterpriseManage complex experiences with enterprise contact center software.SMBDeliver big customer experiences with small business solutions.Mid-sizedDrive custom experiences at scale with agile, flexible solutions.ProductsCapabilitiesContact center softwareRun your contact center with software that makes great customer experience easy.DigitalBe in touch anywhere, anytime with an all-in-one suite of digital channels.AI and automationPower your contact center with Genesys AI for personalized experiences at scale.All Capabilities Workforce engagementAttract, nurture and retain the best agents for your call center.Integrations and appsCraft a custom call center with apps and integrations.Help deskSupport employee questions at scale with a modern help desk.ProductsGenesys Cloud CXPower deeply connected experiences through the seamless, all-in-one contact center solution.Genesys Multicloud CXDeliver competitively superior customer experiences and digital transformation at scale.Genesys DXBring the best of AI chatbots and human support together with Genesys DX.All ProductsPartnersGenesys Ascend partner portalExisting Genesys partners can log into the portal now.Log inPartner overviewReach new heights with your clients, offering them guidance and our market-leading solutions. Join us on the journey to Experience as a Service.Channel partnersSet your customers up for long-term success with market-leading solutions from Genesys.Strategic alliancesBenefit from our alliances with global technology brands and integrations with platforms your customers use.Independent consultants programGuide your clients to provide Super Human Service. Get the information you need to stay informed on all things Genesys.Technology and AppFoundry partnersSolve Genesys users' needs and enhance experiences by creating solutions and selling them in our AppFoundry Marketplace.Find a partnerIf you're looking for help implementing or expanding a Genesys solution, our global ecosystem of partners are ready to help.Why GenesysSuper Human Servicefor your contact centerWe’re behind every customer smile.See howThe Genesys EdgeLatest innovationsWe’re constantly innovating. See the latest customer and employee experience releases.Trust and securitySee how Genesys solutions meet and exceed modern security standards.Customer success and servicesChoose a dedicated partner that works with you before, during and after your deployment.BeyondDiscover a community of continuous learning and innovation for customer experience professionals.Who we areOur visionCreate experiences rooted in empathy — to build trust and earn loyalty.Our customersSee how Genesys call center and customer experience solutions help businesses succeed.Our storyLearn about Genesys and discover why we’re trusted by 7,000 companies worldwide.ResourcesTHE STATE OF CUSTOMER EXPERIENCEBusiness and consumer insights into the trends shaping CX.Get the reportWe Can HelpImprove customer experienceLearn how to serve customers where they are and guide them on more productive journeys.Improve employee experienceExplore ways to engage and empower your team — because helping people is a great job.Level up your technologyMaximize your customer experience technology to reach your goals and delight customers.Grow your businessWin and keep customers with a blended approach to sales, marketing and support.All ResourcesExploreEventsSave the date for these upcoming Genesys events — virtual and in-person.Blog and podcastsGain insights from customers, employees, industry thought leaders and more.WebinarsWatch and listen your way to better customer experience and more connected moments.Developer toolsExtend functionality without directly using an API. No programming required.PricingGenesys Cloud CX Choose the all-in-one cloud contact center solutionGenesys Cloud CX™️ unifies customer and agent experiences across phone, email, chat, text and social channels.Take the tourGet the guide Request a demo Try for free Design your solution Request a quote Request a demo Try for free Design your solution Request a quoteCreate a new world of efficiency and empathyImagine a world where contact centers anticipate needs and respond so fully that customers feel pleased with every interaction — a world where employees are excited to get to work each day.The Genesys Cloud CX platform makes that vision a reality. Around the globe, thousands of businesses use this powerful, all-in-one contact center solution to surprise and delight customers with effortless, empathetic experiences.Get sky-high results with Genesys Cloud CX.sky-high .section_flair{max-width:2466.01px}94%average response rates90%first-call resolution20%boost in agent productivity* See case study.Deliver faster, smarter, more personalized experiencesIntuitive design for effortless experiencesGet up and running quickly and host fluid, effortless conversations across all channels. The intuitive interface of Genesys Cloud CX is easy to use and configure as needed — no technical expertise required.Unified CX plus WEM, enhanced with AIOversee customer experiences and workforce engagement management (WEM) with ease. Let artificial intelligence (AI) liberate agents from routine tasks and leverage your data to provide essential insights.Composable and future-proof platformCompose your ideal solution from an array of native components, a vast partner ecosystem and open APIs. Our cloud-first strategy aims to solve tomorrow’s problems today to keep your business fueled for the future..section_wrapper .mq-special-bs{background-position:left center!important;background-size:cover!important}.section_wrapper .mq-special-bs h1{font-size:2.667rem}.section_wrapper .mq-special-bs .row{position:relative;z-index:1}.section_wrapper .mq-special-bs::after{content:'';display:block!important;position:absolute;width:1377px;height:699px;background:url(https://www.genesys.com/media/Gartner-CCaaS-2021-Chunker-BG.svg);background-size:cover;background-position:top right!important;background-repeat:no-repeat;left:50%;margin-left:-150px;bottom:-100px;visibility:visible;z-index:0}Experience Success. Together.Genesys Recognized by Gartner® as a Leader in the August2021 Magic Quadrant™️ for Contact Center as a ServiceGet the report.vc_custom_1625852955537{padding-top:5.556rem!important;padding-bottom:5.556rem!important}.vc_custom_1602885217601{margin-bottom:2rem!important}.vc_custom_1628780348313{margin-top:2rem!important}All the tools you need, all in one placeCompose a customer experience symphony by harmonizing your ideal mix of Genesys Cloud CX components. Choose from a powerful set of voice, digital, AI, analytics and workforce management capabilities. And optimize your solution with a rich set of open APIs, pre-built integrations and our expansive AppFoundry® Marketplace.Customer self-serviceSpeech-enabled IVREquip your customers to resolve issues faster with multilingual speech-enabled IVR. Natural language understanding (NLU) technology lets your customers interact with your system in a way that feels completely natural.Learn moreVoicebotsSimplify your customer journeys with conversational voicebots that move freely across interactions and channels. Manage, unify and orchestrate any bot across phone, web chat, mobile messaging and smart speakers.Learn moreChatbotsGive customers 24/7 self-service assistance with AI-powered chatbots. Handle tasks more efficiently across any digital channel with bots — and easily transfer interactions to a live agent while keeping the conversational context.Learn moreDigital channelsWeb messagingQuickly resolve any customer situation with live chat. It enables your agents to respond immediately or step in proactively if a transaction stalls. Easily transition from a self-service chatbot to a live agent with full interaction and customer context.Learn moreEmailIntegrate email into your consistent omnichannel experience. Set up appropriate auto-responses and route email to the right agents based on content analysis and agent workloads, improving the likelihood of quick and effective replies.Learn moreSMS messagingSMS messaging apps create conversations that can live forever. Context and content are never lost, and conversations can resume at any time, right where they stopped. This gives customers a way to interact with you at their convenience.Learn moreSocial mediaMeet your customers on the popular platforms they already use. Bring your brand’s social media conversations into the same interface agents use to handle calls and chats, routing messages to the right agents for fast responses.Learn moreVoice servicesGenesys Cloud CX VoiceThis VoIP telephony service provides public telephony access to any of your existing Genesys Cloud CX service subscriptions. You can purchase phone numbers directly from us or bring existing numbers with you.Learn moreBring Your Own Carrier (BYOC)Leverage your preferred cloud carrier with the Genesys Cloud CX solution. You can maintain an existing relationship with your carrier or establish a new one. Choose the best telephony infrastructure to fit your needs.Learn moreDIY administrationStraightforward administration lets you scale your cloud communications with ease for a 100% cloud-based call center solution. Purchase, provision and manage your Genesys Cloud CX voice services anytime, anywhere with a simple web interface.Learn moreInbound routingInbound voice routing (ACD)Inbound voice uses your company’s defined business priorities to segment and rank interactions. This enhances your ability to meet your SLAs for all voice interactions — without creating complex routing strategies or adding resources.Learn moreVoicemailEnsure the continuity of your customer service operations with agent and group voicemail. Receive email notifications for new messages, configure your own greetings and get multi-language support.Learn moreCallbackIf your contact center is busy, use IVR to offer an option for callback while allowing callers to keep their positions in the queue. Scheduling immediate or delayed callbacks eliminates the need for customers to wait on hold to speak with an agent — and that increases customer satisfaction.Learn morePredictive routingEnsure that every customer interaction is routed to the best available agent. Using Genesys AI, predictive routing continuously analyzes real-time data to predict outcomes, matching customers to the best agent while optimizing for important contact center KPIs.Learn moreOutbound campaignsOutbound campaignsCreate long-lasting opportunities and decrease the volume of inbound calls to your contact center with basic outbound campaigns. Send highly personalized, timely and relevant notifications on your customers’ preferred channels.Learn moreInbound/outbound blendingGenesys outbound software supports blended agents. By blending inbound and outbound calls to a specific agent group or all your agents, you can increase agent utilization, reduce overall call wait times and smooth overall call volume.Learn moreProactive notificationsReach out proactively in a timely, personalized and contextual way. Target the right customers at the right moment with the predictive engagement capabilities of Genesys AI, and send automated, agentless SMS notifications to save time and keep customers informed.Learn moreWorkforce engagementEmployee performanceTrack, manage and boost your service levels with tools to monitor performance, support employee development and engage with workers in ways that drive results. Empower your managers, increase speed to competency for new hires and gamify contact center KPIs.Learn moreResource managementAllow workforce managers to work with short-term forecasts and improve forecasting efficiency by leveraging AI. Simplify your workforce scheduling with flexible rules, manage time off and provide accessibility through a single unified employee user interface.Learn moreQuality assuranceFollow your customer experience interactions closely to maintain quality and adhere to corporate policies. With interaction recording and screen recording, you can record all interactions, including voice calls and employee screens.Learn moreUnified communicationsAnywhere accessGive your agents who are working remotely and in globally distributed teams a modern, integrated communications solution. With the Genesys Cloud CX solution, your teams aren’t bound by location or hardware. This web-based unified communications solution, softphone and native mobile apps keep your workforce united, equipped and engaged — no matter where they are.Learn moreBusiness communicationsThe Genesys Cloud CX solution seamlessly connects contact center users, business users, vendors, partners and customers. Unifying communications across your company drives faster agent response times and improves business outcomes.Learn moreAgent collaborationCollaboration tools give teams access to communication channels from a single application — on any device. Agents can use video, softphone, screen sharing, persistent chat channels, rich employee profiles and document management — all in one integrated solution.Learn moreReporting and analyticsPerformance dashboardsUp-to-the-second analytics and real-time dashboards provide the information you need to manage your contact center across multiple teams and channels. Customize dashboards to match your unique needs and help you respond in the moment.Learn moreHistorical reportingPreserve historical context across your call center and generate reports so you can track and analyze service levels, call times, resolution rates, customer satisfaction and other critical KPIs.Learn moreReal-time and historical viewsUnite real-time and historical data. Organize and search by customer or interaction, and gain clarity with customized and consistent reporting that gives you true insight into your data.Learn moreIntegrations and appsAppFoundry MarketplaceVisit the Genesys AppFoundry Markeplace to browse and quickly deploy more than 350 third-party apps. Find everything you need to extend and enhance your Genesys Cloud CX solution — from easy CRM integrations to creative ways to use AI and automation.Learn morePre-built integrationsSay goodbye to lengthy professional service engagements. Pre-built integrations, developed and supported by Genesys, are quick to deploy and easy to configure. And they simplify integrations with other business tools, such as CRM systems and AI solutions.Learn moreSalesforce integrationCombining data from Salesforce (such as contact details, service incidents and purchase history) with customer journey data, Genesys Cloud CX can make dynamic routing decisions based on customer context, adding skills, setting priority, enabling self-service and more.Learn moreGenesys Cloud CX by the numbersp.num:after{position:absolute}p.num-1:after{content:url(/media/icon-whiskers-navy.svg);top:-35px}p.num-2700plus:after{content:url(/media/icon-globe-navy.svg);top:-8px;margin-left:25px;transform:rotateZ(-23deg)}p.num-260plus:after{content:url(/media/icon-wifi-navy.svg);top:-12px;margin-left:36px}p.num-250plus:after{content:url(/media/icon-arrow-navy.svg);margin-left:12px}p.num-350:after{content:url(/media/icon-lightning-navy.svg);margin-left:17px}A LeaderPositioned highest in Ability to Execute according to 2021, Gartner® Magic Quadrant™ for CCaaS2700+Trusted by more than 2,700 organizations in over 80 countries99.999%99.999% uptime, the most reliable customer experience solution on the market260+More than 260 new features deployed in 202114m14 million conversations hosted daily350Over 350 ecosystem apps and pre-built integrations, including Salesforce, Microsoft and ZoomModernize your contact center with a composable CX platformGenesys Cloud CX is designed to take full advantage of modern cloud strategies and technologies. A microservices-based architecture, API-first development, open data and AI give you rapid innovation, agility and resilience. The platform’s composable design optimizes your customer experience tech stack so you can focus on configuring exactly what your business needs, with limited disruption.Genesys Cloud CX is transforming the contact center industry by delivering innovation to companies of all sizes, everywhere. There’s a reason it’s a leading platform for seamlessly integrating voice and digital channels — empowering agents, delighting customers and creating better business outcomes overall.Explore the platformView the architectureSee global regionsSecure. Resilient. Compliant.Choose the secure, trustworthy solution for your cloud-based contact center. Genesys Cloud CX meets and exceeds modern security standards with external penetration testing, attack defense automation, and TLS and AES-256 encryption. Key certifications and regulatory compliance mean you can trust that customer and business data remains private — no matter your industry or location.Learn moreSee why our customers love Genesys Cloud CXWe want every student to feel their learning experience has been personally designed for them. Genesys Cloud CX gives us the perfect platform to do that. — Adam Davis, Vice President, Contact Center Operations, Western Governors UniversityView storyWith Genesys Cloud CX, we have a robust CX platform with all the features needed to raise the bar on the service we provide to members. — Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion GroupView story.cqc-container .details{box-shadow:0 .667rem 1.333rem rgba(0,0,0,.15)}We’re able to simply switch on new capabilities when required…. Genesys Cloud CX has changed the game for us, constantly bringing new functionality. — Jason Lock, Head of Contact Centers, Westpac NZView storyFlexible pricing to suit your needsOur flexible pricing options are designed to help you purchase only the capabilities you need. If you want to scale down your solution or upgrade at any time, we make it easy. With Genesys Cloud CX, you’re investing in a partner that’s proven and a product that’s visionary, enabling you to adapt, scale and create meaningful experiences with confidence.View pricingExplore all you can do with Genesys Cloud CXRequest a demo to see how Genesys Cloud CX enables fluid conversations across digital and voice channels in an easy, all-in-one interface.Discover how your company can reap the benefits of a speedy deployment and simple administration, transforming your contact center into an experience center virtually overnight.Thank you for your interest.We’ll contact you directly to set up a date and time that works with your schedule.+1.888.436.3797Contact usProfessional ServicesSupportSelect RegionSite MapBlogProductsGenesys Cloud CXGenesys Multicloud CXGenesys DXCompanyNewsroomSustainabilityLeadershipCommunityCareersLegalAbout GenesysEvery year, Genesys® orchestrates more than 70 billion 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.Copyright © 2022Genesys. All rights reserved. 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