What it is
Genesys Cloud is an all-in-one cloud contact-center solution that enables personalized customer experiences across phone, email, chat, text and social channels.
Communications tools
Deploy tools like automatic call distribution (ACD), interactive voice response, conversational AI, email, social media, chat and text/SMS.
Reporting and analytics
Implement real-time dashboards to provide insights across all channels to help you manage your contact center.
Customer journey orchestration
Optimize customer journeys and workflows. Aggregate customer data across sources so that enterprises can visualize, analyze and optimize end-to-end customer journeys at scale.
Features
Conversational AI
Deploy smarter, intent-driven, conversational self-service to help accelerate resolution.
Automated digital engagement
Digitally empower customers across self-service and agent-assisted engagements.
Predictive routing
Analyze and identify behavior patterns that guide routing and tasks for the outcome and agent performance.
Fast and easy deployment
Get up and running in hours or weeks—not months—because of easy signup and activation.
FedRAMP Authorized
Being provisioned on a FedRAMP® Authorized environment provides confidence the platform meets government security directives for cloud-based solutions.
Service Provider Leader
Genesys has recognized Verizon Business as their North America Service Provider of the Year for 2022.
Related resources
Understanding Customer Contact Center Analytics
Help improve the overall customer experience of your contact centers.
AI and Machine Learning
Read the AI and Machine Learning chapter of the 2022 ContactBabel UK Contact Center Decision Maker's Guide.
Partnership overview
Explore how Verizon and Genesys have partnered to enhance their CX solutions.
FAQs
Cloud-based solutions help companies analyze and identify patterns in customer behavior that can guide them through the right channel and help them better resolve issues. Self-service options lead to greater efficiencies, which can help yield cost savings. This also leaves contact center agents free to help customers with more complex issues, which can help enhance their performance and lead to greater engagement.