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Craft a custom call center with apps and integrations

Add new functions as needed. Bring your systems together. Be ready to meet customer demands. And do it all without bothering IT.

Appfoundry home

Integrations make change easier.

Switching to a new call center software doesn’t mean you have to start from scratch. Modern solutions work with your existing customer service tech stack. This lets you maximize investments without the need for IT support. Integrate workforce management systems, CRM software, PBX, ACD and other legacy systems. A unified contact center solution is faster and offers a better value.

Build a better contact center

Omnichannel self service microapps

Call center apps add functionality

Third-party applications extend the reach of your call center software. That way, you can add new capabilities, as needed, or as they become available.

Integration

Integrations unify your systems

Easy integrations allow you to consolidate the number of systems you use. You’ll have fewer headaches and better business outcomes.

Interaction process automation

Open APIs ease the burden

The app marketplace is vast. Many popular integrations and apps don’t require IT set up. Call center managers can add new functions and IT can focus on other projects.

Gartner white svg

Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

Gartner quadrant ccaas shot

Customize your call center with off-the-shelf integrations and an app marketplace

Full integration brings together front offices, back offices and branches. Third-party apps let you add functionality as needed. Make sure every area of your business has the tools and information they need to thrive. And be ready for the future. Deep integration with existing systems makes it simple to adapt to changes in your infrastructure.

Heart

Drive positive customer interactions through CRM integration

Track interactions and add context to buyer journeys. CRM call center integration gives you insights into your customers, your operations and your business. There’s no need for another interface — agents have all their tools in a single, known system. They can handle incoming calls from within the CRM system and use customer information to maintain context throughout the entire conversation.

Appfoundry

Genesys AppFoundry extends customer experience innovation

Go to the Genesys AppFoundry to browse and choose from over 315 third-party apps. Find everything you need to extend your contact center tech stack — from CRM integrations to fresh ways to use artificial intelligence and automation. Maximize the value of Genesys solutions and minimize downtime trying to fit all the pieces together.

Predictive analytics

A hybrid model lets you innovate on your schedule

Moving to a new call center solution can be stressful. Phased integration can ease that burden. Genesys empowers you to update your software as time and equipment permits. This gives you the opportunity to leverage new tools even while waiting for existing hardware, like a SIP-based phone system, or software to depreciate. Plus, the AppFoundry gives you hundreds of pre-built applications that you can immediately add to your system.

"We’ve chosen the Genesys Customer Experience Platform for simplicity of implementation, way of thinking and working, and good integration with our Siebel CRM system."

Vitaly Polyakov

Head of Retail Business Technologies

Credit Bank of Moscow

Integration and apps that are built to be usable

Multi-tenant cloud apps

Applications built and hosted in a multi-tenant cloud only need to be built once. Leverage your access to that pool of resources. Pre-built applications save your business time and money.

Simple admin tools

A call center system is only good if it’s usable. Find a solution that’s simple to use and maintain. Your IT team will be grateful every time you can make changes without needing their help.

The embeddable framework

Develop custom integrations faster with a managed software development kit. It sets the stage and lets your developers focus on the parts of integrations that directly affect their web apps.

Data actions

Break down data silos. Data actions let your IVR communicate directly with your other web applications. Use that information to drive personalization, workflow automation, identity validation and self-service opportunities.

Webhooks

Push information from external systems into your call center platform. Webhooks allow external systems to generate group chat messages in the interface your agents use. Keep agents in the loop on important updates, news, tickets and more.

Click-to-install integrations

Adding new functions to your call center doesn’t need to be difficult. Open APIs make it simple to add pre-built apps and integrations to your call center platform. Find the tool you need and easily add it to your system.

Resources

Design the perfect cloud contact center solution with our CX blueprint tool.

Blueprint for success

Gplus adapter for sap crm

Gplus Adapter for SAP CRM

validated integration with oracle siebel CRM

Validated Integration with Oracle® Siebel CRM

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The Microsoft and Genesys Alliance

See how integrations and apps improve agent and customer satisfaction

Better integration across your systems and applications has a big impact on business. Schedule a demo to see how integrated CTI can help your business better manage customer journeys and improve experiences overall.