Genesys Cloud CX

Founded by Tony Bates in 2011

Manage contact center interactions across voice, digital, and AI channels

Pricing model

Paid

Rating

★ People love it

Time to value

Long Setup (> 1 day)

You can use Genesys Cloud CX to run a cloud-based contact center that handles customer calls, chats, emails, and digital messages from one place. It includes AI tools for routing calls to the right agents, workforce scheduling, customer journey tracking, and automated self-service. You can monitor agent performance, analyze customer interactions with built-in analytics, and build automated workflows without coding. It supports omnichannel engagement, meaning customers get consistent service regardless of which channel they use.

What Genesys Cloud CX does

Set up automated call routing rules based on agent skills and availabilityBuild IVR menus that let customers resolve issues without speaking to an agentCreate workforce schedules and track adherence in real timeRecord and transcribe customer calls for quality reviewSend automated follow-up messages after customer interactionsPull reports on agent performance, queue wait times, and resolution ratesConfigure chatbots to handle FAQs on website and messaging channelsIntegrate customer data from CRM tools into the agent desktopRoutes incoming calls and messages to the best available agent using AIBuilt-in workforce scheduling and performance tracking for agentsHandles voice, email, chat, SMS, and social media from one agent desktopCustomer journey analytics that show every touchpoint across channelsSelf-service IVR bots that handle common customer questions automaticallyReal-time dashboards and historical reports on contact center performanceOpen API architecture for connecting third-party apps and CRMsAES-256 encryption and compliance with SOC2, GDPR, and ISO 27001