Genesys Cloud is an all-in-one public cloud-based contact center solution built for companies who want simplicity without sacrificing functionality.
Genesys Cloud is an award-winning, cloud-based contact center platform integrating your solutions and providing a simple, easy-to-use web interface that stays updated with the newest capabilities every time you log on.
The solution includes all the technology required to stay focused on your customers, such as advanced ACD routing for interactions on all channels, customer co-browse and screen share, self-service IVR, outbound campaigns, quality monitoring, and workforce management, and much more.
Genesys Cloud is the fastest way to future-proof your operations, break silos, and enhance the customer experience.
Competitive advantages include:
Easy To Use, Fast To Deploy -Intuitive web-based interfaces, fast setup, and integration with existing systems mean deployment can happen in hours.
Remote Agent Capabilities – You can open all communication channels and then queue and route them according to language, required skills, and more.
Complete Omnichannel Routing – You can open all channels of communication and then queue and route them according to language, required skills, and more.
Remote Availability and Uptime – PBX, IVR, ACD, call recording, and other functionality can all be remote. Even if your internet goes out, these services remain available.
Secure Integration – Genesys Cloud has pre-built plugins allowing it to integrate with popular systems so you can take advantage of your existing IT infrastructure.
Enterprise-Grade Security – Benefitting from AWS, our data centers are certified for SSAE-16, PCI, HIPAA, FEDRAMP, SOC, and many other regulations. All traffic is encrypted between the cloud and your organization. Automated intrusion detection and periodic certification tests ensure security is always at its peak.
Real-Time Supervision – Supervisors can view the current state of operations at a glance and receive automated alerts on unusual conditions. They can monitor every customer and agent interaction on any channel or watch queue statistics in real-time to verify adherence to SLAs.
Powerful Workforce Optimization – Genesys Cloud lets agents see their schedules within the main browser interface, while supervisors view the same information for all their agents and can make changes with simple drag-and-drop operations. Short-term forecasting and automatic schedule generation for omnichannel routing enable your contact enters to run in the most efficient way possible