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Simplify how you connect with customers using cloud call center software

Run your contact center with software that makes great customer experience easy

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Create a contact center that’s on point, not just on call

Traditional call centers only had to provide customer support by phone. Today, contact centers need to handle much more than phone calls. Customers also want support on your website, social media channels or app.

A simple phone system won’t cut it anymore. You need to be ready to respond in real time on your customers’ channels of choice.

For that, you need cloud-based call center software with all the essentials built in. This includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimization, analytics, and easy ways to connect your other business systems. Genesys has you covered for all the ways you want to connect with customers.

Provide better customer support with better call center technology

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Improve the customer experience

When you can address customer issues and concerns quickly, on the channel of their choosing, you create better experiences and happier customers.

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Reduce handle times

Solving problems faster reduces call durations and lowers costs. Route the right information and the right interactions to the employee best suited to help.

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Increase revenue

Customers will likely spend more when the experience is great. Connect buyers with the right agent at the right moment to increase conversions and sales.

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Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

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Run your contact center with software that simplifies your day

To keep up with emerging communication channels and the consumers who adopt them, many call centers scrambled to add new functionality. This resulted in an accidental omnichannel approach, with separate point solutions cobbled together. And it created complicated systems that are cumbersome to use and expensive to manage. Contact center software by Genesys makes omnichannel easy.

Intelligent automated routing

Software built for seamless channel surfing

Provide delightful customer interactions across all channels, managed in one place. No matter how customers reach out to you, we’ve got you covered.

Built from the start to handle any channel, our contact center software follows the conversation everywhere. It turns calls, emails, chats, social comments and instant messages into a seamless conversation, all within a single tool. You can stop thinking channels, and start thinking experiences.

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Intuitive user interface that’s designed for your teams

Make sure you’re not overlooking good user experience. Poorly designed software takes longer for your customer service teams to learn to use — and can delay tasks.

Our call center software is designed in close collaboration with the agents and admins who actually use it. The user interface is easy to learn, easy to use and easy to manage. And that translates to a boost in your contact center productivity — and in your bottom line.

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Modern, secure cloud architecture

Many simple cloud solutions force you to make trade-offs with functionality, reliability or flexibility.

With Genesys cloud contact center software, you get a multi-tenant, microservices architecture you can trust — with the scale, flexibility and security you need. Our code goes through extensive automated unit and integration testing to check the performance of individual components and how they work together. And our dedicated team of security and privacy experts works hard to keep you protected from threats.

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Constant innovation and continuous deployment

Legacy call center software is synonymous with large upgrades and forced downtime, which make staying current hard and expensive.

Genesys makes it easy to keep up. Our R&D team is constantly innovating. Our DevOps model means new functionality is regularly available with the refresh of a browser. So your updates are painless, low-risk events with no downtime.

You get rapid access to new functionality, including innovations in artificial intelligence (AI)-powered customer and employee journeys. That’s why thousands of businesses trust our award-winning software to power their customer conversations — now and in the future.

"We had to go where the customers are going, which is beyond the phone channel. By using Genesys to expand the number of ways to contact Company Nurse — phone, text, chat and beyond — we could improve the likelihood that an injured employee would contact us and increase our ability to capture workplace injuries."

Henry Svendblad

CTO

Company Nurse

Contact center software that has everything you need to personalize experiences

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Voice essentials

Voice is the original contact center channel. Simplify and scale your telephony. VoIP and SIP trunking and IVR and ACD tools give you the power to handle phone calls.

Digital channels

Make it easy for customers to get what they need, no matter how they reach out. Use the same ACD to route interactions from digital channels like live chat, email, messaging and social.

Self-service

Always be on, even if you’re not open. With self-service options including voicebots and chatbots, your business can provide 24/7 support, without all the costs.

Workforce management

Get everything you need to make your teams happy and effective. Quickly generate forecasts and schedules, monitor quality and adherence, and engage and empower your employees.

Reporting and analytics

Gain powerful insights. Dashboards with real-time data and historical reporting make it easy to understand your business and manage customer experiences across all channels.

Easy integrations

Make your contact center software more powerful and customized. Easily deploy and administer out-of-the-box integrations for your CRM solution and other critical business tools.

Call Center Software Resources

Global Research - Midsized Call Centers take a Digital-first Approach

Midsized Call Centers take a Digital-first Approach

considerations for consolidating call center tech

Considerations for consolidating call center technology

call center technology migration playbook

The call center technology migration playbook

Make a call center technology move with confidence

Make a call center technology move with confidence

See how cloud call center software from Genesys makes it easy to create exceptional experiences

Request a free demo today. You’ll see how our cloud contact center software makes it easy to deliver great customer service and sell more. Simplify your contact center operations and the demands on IT, so you have more time to focus on what matters most.

Thank you for your interest.

We’ll contact you directly to set up a date and time that works with your schedule.