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Genesys Cloud Contact Center Solutions

Secure, simplified, streamlined, solved. That’s CX done right.

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.

 Woman working at a desk

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.

Benefits

Cost effective

Control costs through flexible, scalable options.

Complete partnership

Verizon can better understand your needs to help optimize customer service.

Intuitive interface

Everything your agents need to automate tasks, get insights from customer journeys and gain operational efficiencies.

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.

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Why choose us

55 years

Verizon and Genesys combined experience designing, implementing and supporting contact center solutions

25 B+

Customer experiences powered each year by Genesys

45 B+

Minutes of IP inbound customer traffic delivered by Verizon in 2023

Service Provider Leader

Genesys has recognized Verizon Business as their North America Service Provider of the Year for 2022.

Genesys Service Provider Award Verizon Business

Related resources

Solutions Brief

Understanding Customer Contact Center Analytics

Help improve the overall customer experience of your contact centers.

Dec 6, 2021 ,  151 min read

Read the brief

Fact Sheet

AI and Machine Learning

Read the AI and Machine Learning chapter of the 2022 ContactBabel UK Contact Center Decision Maker's Guide.

Jan 27, 2022,  30 min read

Learn more

Partnership overview

Explore how Verizon and Genesys have partnered to enhance their CX solutions.

Visit


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FAQs

Genesys Cloud CX® unifies customer and agent experiences across phone, email, chat, text and social channels to deliver secure, flexible exceptional customer service.

Genesys Cloud CX uses contact center as a service (CCaaS) software to analyze customer behavior and help enable personalized customer experiences across phone, email, chat, text and social channels so you can better predict actions and shape customer experiences.

Genesys Cloud is used to power smarter, intent-driven, conversational self-service that accelerates customer resolution. The platform also uses analytics to help improve customer journeys and create optimal contact center interactions.

A cloud contact center helps get customers the answers that they are seeking faster, whether through self-service or through agent-assisted engagement.

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.

Through experience orchestration, Genesys Cloud CX helps you improve customer experiences, get greater efficiency, drive revenue growth and improve operational performance.

Yes, the Genesys Cloud CX platform is authorized for FedRAMP at the moderate impact level. Being provisioned on a FedRAMP Authorized environment provides confidence the platform meets government security directives for cloud-based solutions.

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