Genesys Cloud

What is Genesys Cloud?

Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys® Cloud® solution makes customer relationships simple. Built to handle any channel, Genesys Cloud follows the conversation everywhere — turning calls, email, chats and social comments into a seamless conversation. This lets your customers easily:

Connect with their customers Genesys Cloud simplifies the way customers connect across channels, providing all the context to deliver more personalized experiences and build stronger relationships.
Empower teamsGive employees the information they need in a tool they’ll love using. Provide an all-in-one application built to engage employees and boost their team’s performance.


With real-time dashboards and up-to-the-second analytics, the Genesys Cloud solution provides the insights needed to run your business—no matter where agents are located or which channels they handle.

Customer Pain Points

A company’s contact center is its direct line to its customers and prospects — literally. If you are living with contact center technology that creates more headaches than benefits, it is time for a change. Here are some common things we hear from companies that are considering a move to a new contact center solution:


Too many pieces of software to manage

To be where their customers are, organizations often add point solutions for individual channels. This creates silos and gaps in systems, data, processes, and teams. And it increases the IT workload.

Touch Points

Unable to blend touch points across communication channels

Consumers switch communication channels all the time. If the contact center technology can’t follow the conversation across channels, agents miss valuable context, and the organization risks inferior experiences.


Unable to make changes or personalize their environment

Without a solution that supports easy edits and integrations, organizations struggle to make day-to-day changes — to add agents, adjust schedules, or edit flows. It’s also harder to connect to other systems critical to their business.


Lack of cohesive insight or data into contact center performance

If contact centers don’t have easy reporting across channels and teams, they can’t effectively manage their day-to-day operations. Piecing together data takes too much time and creates room for errors and missed insights.


Unreliable, unstable systems

An outage is bad news for a contact center. And not all cloud solutions are built on an architecture that allows for failover and immediate scalability. That means when your interaction loads increase, an outage could be more likely.

Key Customer Benefits

Built for people and built for change, the Genesys Cloud application is designed to solve contact centers’ most pressing challenges. It is easy to use, radically simple and fast.

Happier, more productive agents
With its single, intuitive interface, Genesys Cloud puts everything your customers’ employees need right at their fingertips. Companies saw agent productivity improve by 25% — resulting in more than $1 million in cost savings each year. And employee turnover decreased from 30% to 15%, saving more than $100,000 annually.
Better tools to measure performance and manage teams
Real-time dashboards and up-to-the-second analytics bring together metrics across every channel for the insights your customers need. And with its native AI-powered workforce management engine, Genesys Cloud produces incredibly accurate forecasts in just 30 seconds. It chooses the best results and generates a corresponding staffing plan — all with a single click.
Speedy deployment and rapid innovation
Genesys Cloud makes it easy to get up and running fast. You can deploy customer orgs in days, go live in weeks — not months — and reach payback fast. And with releases each week, Genesys Cloud continually innovates. Your customers get the latest functionality with just a simple refresh — no downtime for updates or upgrades.
Easy customizations and integrations
From straightforward to sophisticated, there’s virtually no end to the ways your customers can deploy and use the Genesys Cloud application. Use any or all Genesys Cloud capabilities out-of-the-box. Add on a pre-built integrations from our app marketplace with hundreds to choose from. Or build on our open platform to create a truly custom customer service ecosystem.

Key Features:

The Genesys Cloud application has a lot to offer. Three perspectives: the agent, the supervisor, and the administrator:


See how Genesys Cloud simplifies customer communications across all channels: voice, email, chat — even co-browsing.

Key features:

  • Easy all-in-one interface
  • Interactions on key channels
  • Escalations between channels
  • Complete interaction histories
  • Performance view
  • Schedule view


Get real-time insights into everything from workloads and performance to customer satisfaction to optimize operations.

Key features:

  • Queue views
  • Real-time analytics
  • Custom dynamic dashboards
  • Supervisor iPad app
  • Performance evaluations
  • Forecasting & scheduling


Discover how a single, simple admin interface makes it easy to configure and edit routing strategies, users and settings.

Key features:

  • Single admin interface
  • User management
  • Flow and queue strategy
  • Canned responses
  • AppFoundry marketplace