Genesys Cloud

Genesys Cloud CX is a comprehensive cloud-based platform for managing inbound and outbound customer communications across multiple channels, including phone, email, chat, and social media. The platform is designed to deliver exceptional customer experiences through fast, efficient, and personalized service and support.

Key features:

• Omnichannel management
  Integrates communication across phone, email, chat, and social media.

• AI-powered self-service and manual handling
  Knowledge systems that use AI to enhance both self-service and manual customer support.

• Analytics tools
  Provides insights into customer contact reasons and behavior.

• Workforce management
  Features for staff scheduling, performance evaluation and development, gamification, and customer feedback.

The platform is designed to improve both the customer experience and internal business processes, making it a powerful tool for modern customer communication and workforce development.

Genesys Cloud CX is a cloud-based system that can be implemented quickly without significant upfront investment. This makes it fast and easy to get started.

Genesys Cloud CX is used by customers across most industries and company sizes. We'd be happy to meet with you to understand your specific needs and show you how Genesys Cloud CX can support your business. If you have questions or want to learn more, feel free to reach out.

Try Genesys Cloud in a virtual environment and experience its ease of use and features before you decide. Explore the Genesys Cloud CX demo here.

Genesys Cloud CX is a global cloud-based service that's continuously developed. Built on a cloud architecture, it's updated weekly through a modern CI/CD pipeline – with zero downtime or impact on users. As a customer, you always have the latest version and the highest level of security without disruptive upgrades. As a user of a global service, you benefit from worldwide development, with new features available in the platform whenever you're ready to use them.

No, Genesys Cloud CX is not a CRM system, but it's commonly integrated with one. Pre-built integrations are available for many of the most popular CRM platforms.

Genesys Cloud CX focuses on managing customer interactions and delivering a high-quality customer experience in real time, both through self-service bots and agent-assisted support. When combined with a CRM system, Genesys Cloud CX provides a complete view of the customer journey, improving both customer experience and operational efficiency.

Yes, Genesys Cloud CX uses Voice over IP (VoIP) to handle calls that are routed entirely or partially over the internet. Genesys Cloud connects to the telephone network and your phone numbers via a SIP trunk, and Telia provides SIP trunks for Genesys Cloud. Users access the service through their standard web browser, where voice calls are transmitted via WebRTC without requiring separate clients or installation.