Inbound calls
Anticipate customer needs using data collected in previous interactions and route them to the resource best prepared to help.
Genesys Partner Elite Advance
Genesys Cloud CX
Improve your customer service. We have the most effective cloud solution for your customer service center, with no need to deploy equipment or hardware to guarantee optimal service.
All-in-one platform
Call Center Software
Our contact center software is the perfect bridge between automation and memorable experiences. It helps your agents be more effective on the phone, so they not only increase sales but also deliver better customer service.
Outbound calls
With predictive, progressive and automated dialer modes, you gain better control over your call center's dialing rates.
Blended calls
With everything unified and easy to reach from their desktop, your agents can move easily between inbound queues and outbound call lists.
Intelligent routing
Automatic call distribution lets you always route customer calls to the right resource based on your own business rules.
IVR
Give your customers an intuitive, state-of-the-art interactive voice response (IVR) so they can handle routine operations by phone quickly and easily.
Single interface
Raise productivity by eliminating the time lost switching between outbound and inbound calls, all through a single interface.
See it for yourself
This tour is simple and practical. Just a few clicks let you explore the Genesys Cloud CX application further. Use the points highlighted in purple to discover more features, and don't forget the navigation bar at the bottom to see supervisor and administrator features.
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Start the tourBenefits of Genesys Cloud CX
Cloud-native architecture that eliminates downtime, guaranteeing maximum availability and continuous updates.
Cutting-edge agentic AI that understands complex contexts, makes informed decisions and carries out actions end to end without human intervention.
Guaranteed security and compliance. Enterprise-grade data protection with global certifications (PCI-DSS, ISO 27001, SOC 2, GDPR) to audit and safeguard every interaction with full governance.
Omnichannel without silos. Voice, digital channels and messaging on a single screen, preserving customer context in every interaction.
Empower your agents with live assistance (Copilot), automatic summaries and a drastic reduction in repetitive tasks.
Eliminate on-premise infrastructure costs and turn your contact center into a revenue engine with predictive analytics.
Activate AI capabilities, new channels or seats in minutes, adapting instantly to business demand.
Choose the right plan for you
Plans designed to fit your needs
AI-powered experience orchestration with transparent, flexible plans tailored to your business.
Genesys Cloud CX 1
The complete solution for voice-focused contact centers.
Included capabilities:
- Voice channel
- Call routing
- IVR with voice commands
- Outbound campaigns
- Analytics and reporting
- Unified communications
- Interaction recording
- Knowledge
- Native bots
- Predictive engagement
- Predictive routing
- Agent Copilot
Genesys Cloud CX 2
Omnichannel with built-in quality management and compliance.
Included capabilities:
- Digital channels
- Voice channel
- Omnichannel routing
- IVR with voice commands
- Outbound campaigns
- Analytics and reporting
- Unified communications
- Compliance and quality management
- Knowledge
- Native bots
- Predictive engagement
- Predictive routing
- Agent Copilot
Genesys Cloud CX 3
A complete omnichannel platform equipped with every WEM capability.
Included capabilities:
- Digital channels
- Voice channel
- Omnichannel routing
- IVR with voice commands
- Outbound campaigns
- Analytics and reporting
- Unified communications
- Employee performance
- Resource management
- Compliance and quality management
- Knowledge
- Native bots
- Predictive engagement
- Predictive routing
- Agent Copilot
- AI-powered forecasting and scheduling
- Speech and text analytics
Genesys Cloud CX 4
Artificial intelligence and omnichannel automation at the best cost-benefit.
Included capabilities:
- Agent Copilot
- Customer experience management
- 30 AI Experience tokens per named agent
- Digital channels
- Voice channel
- Omnichannel routing
- IVR with speech recognition
- Outbound campaigns
- Analytics and reporting
- Unified communications
- Employee performance
- Resource management
- Quality assurance and compliance
- Knowledge
- Forecasting and scheduling
- Speech and text analytics
- Virtual agents
- Native bots
- Predictive engagement
- Predictive routing
- Social listening and engagement
- Supervisor Copilot
- Virtual Supervisor
Genesys Cloud CX 2 Digital
Omnichannel digital management with built-in quality management and regulatory compliance.
Included capabilities:
- Digital channels, including SMS, WhatsApp and more
- Digital message routing
- Outbound campaigns
- Analytics and reporting
- Compliance and quality management
- Knowledge
- Native bots
- Predictive engagement
- Predictive routing
- Agent Copilot
Genesys Cloud CX 3 Digital
Complete digital management with the full WEM suite to optimize your team.
Included capabilities:
- Digital channels, including SMS, WhatsApp and more
- Digital message routing
- Outbound campaigns
- Analytics and reporting
- Employee performance
- Resource management
- Compliance and quality management
- Knowledge
- Native bots
- Predictive engagement
- Predictive routing
- Agent Copilot
- AI-powered forecasting and scheduling
- Speech and text analytics
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