Genesys

by Genesys

All-in-one cloud contact centre

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Call Centre Software

Make it easy for people to contact your business — when they want to and on the channel they prefer.

Interactive Voice Response (IVR)

  • Drive better customer experiences while making your business more profitable, versatile, and scalable with Genesys call center software and IVR systems.

Automatic Call Distribution (ACD)

  • Genesys automatic call distribution provides all the automated routing features you need from a cloud call center service.

Customer self-service

  • Create a customer self-service experience that’s omnichannel, personalized, and conversational–and let business users adjust it to their needs.

Digital Sales and Service Automation

Use self-service and automation for better customer experience across channels. And lower your costs

Voicebots

  • Build bots with natural language understanding (NLU) and automate the systems your customers use.

Customer journey management

  • Use your customer data as a guide for new interactions. Make a path for prospects to move through.

Predictive web engagement

  • Know who’s visiting your website and why. Then automatically direct them to the next best step

Powerful integrations

Take control of your software and technology stack. Integrate your most critical applications with off-the-shelf functionality or custom-built solutions when needed. And you can do this all without burdening your IT department.

Workforce Engagement Management (WEM)

Attract, nurture and retain the best agents for your call center.

Workforce forecasting and scheduling

  • Know when and where you need agent coverage. Artificial intelligence (AI)-powered resource management makes it possible.

Quality assurance and monitoring

  • Get deep interaction insights. Use them to improve operations, meet customer expectations, and more.

Employee performance management

  • Know what agent skills drive business outcomes. Support and motivate employee development to nurture those skills.

Reporting and Analytics

Get a complete view of your call center activities. Let data inform decisions and drive customer experience.

Speech and text analytics

  • Get an in-depth look at what your customers and agents are saying. Find patterns that drive customer experiences.

Customer self-service

Give customers 24/7 access to quick answers with a bot, or escalate complex issues to agents. Lead with Experience as a Service℠ to connect with your customers through empathy. And free up agents to provide the best support.