-
Genesys Cloud CX
-
Digital
Use channels like chat, email, and third-party messaging platforms, and related technologies such as AI-powered Predictive Engagement
-
Predictive Engagement
Use Predictive Engagement to observe and analyze visitors in real-time on your website, and offer the most appropriate and effective channel to help them complete their journey
-
Canned responses
Create and organize libraries of standard text responses to commonly asked questions that agents can use as they assist customers
-
Chat
Agents interact with customers directly from your website using web chat — automatic call distribution (ACD) routes chat interactions to agents in queues
-
Co-browse
Co-browse enables agents and customers to share the same view of a webpage or web application
-
Email
Agents respond to customer email messages — automatic call distribution (ACD) routes email messages to agents in queues
-
External contacts
Create a comprehensive repository of customer data that agents can take advantage of as they assist customers
-
Messaging
Agents send and receive interactions from third party messaging platforms , such as Facebook, Twitter, and Line— automatic call distribution (ACD) routes messages to agents in queues
-
Screen share
Screen share enables agents to see the customer's screen during an interaction
-
SMS
Agents send and receive SMS interactions — automatic call distribution (ACD) routes SMS messages to agents in queues
-
Widgets
The highly configurable web chat widget enables customers to chat with agents directly from your website
-
Predictive Engagement
-
Inbound
Handle voice-based interactions including their data and analytics
-
Edge & Media Tier
Genesys Cloud Edge handles media processing, SIP, and telephony services in a single survivable appliance
-
IVR & ACD
Automatic call distribution (ACD) dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent
-
Phones
Configure and provision supported phones — WebRTC phones, managed and unmanaged SIP phones, and remote phones
-
Reporting & Analytics
Use dynamic views, dashboards, and reports to see contact center performance and metrics
-
Edge & Media Tier
-
Open Platform
Use these APIs, SDKs, customer service applications, and other products to simplify integration with third-party systems and extend the reach of your in-house software
-
Admin
Perform basic and advanced Genesys Cloud CX administration procedures
-
Agent scripting
Create scripts to help agents process interactions and to ensure consistent handling of interactions
-
APIs
The Genesys Cloud CX Developer Center contains the tools and documentation for working with Genesys Cloud CX APIs and SDKs
-
AppFoundry
Discover, research, and connect with a broad range of customer service applications, integrations, and services in AppFoundry that meet your unique needs
-
Billing & onboarding
Genesys Cloud onboarding steps and billing information
-
Embeddable clients
Create Genesys Cloud CX embedded clients to access a version of Genesys Cloud CX inside third-party systems or as browser extensions for use with any web app
-
Genesys apps
Create client applications and premium applications to host a third-party application inside Genesys Cloud CX
-
Security & compliance
Genesys Cloud CX security and regulations compliance for GDPR, HIPAA, and PCI DSS
-
Admin
-
Outbound
Proactively engage with customers with features such as outbound campaign management
-
Outbound voice
Conduct outbound dialing campaigns using contact lists, contactable times, Do Not Contact lists, wrap-up codes, call analysis responses, and rule sets
-
Outbound messaging
Conduct outbound messaging campaigns using contact lists, contactable times, Do Not Contact lists
-
Outbound voice
-
Self-Service & Automation
Use self-service features to design your own menu applications, voice and language solutions, and conversational AI
-
Architect
Use Architect to link together predefined operations to create simple or sophisticated menu applications
-
ASR & TTS partners
Use Genesys ASR and TTS engines or add third-party TTS engine integrations to expand language options
-
Chatbots
Use third party voice and chatbot integrations to interact conversationally with customers
-
Architect
-
Telecom
Use Genesys Cloud CX Voice, a voice over IP telephony service, to provide local, long distance, and other calling services to your organization
-
Genesys Cloud CX Voice
Activate and manage Genesys Cloud CX Voice for your organization
-
Genesys Cloud CX Voice
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Unified Communications & Collaboration
Collaborate and share information with individuals and groups in your organization
-
Collaborate
Use Collaborate to connect with people in your organization using chat, video chat, and document sharing on your browser, desktop, or mobile phone
-
Collaborate
-
Workforce Engagement Management (WEM)
Drive employee engagement to enhance business outcomes with features such as workforce and quality management
-
Call recording
Use call recording to record both calls and ACD calls, use policies to record which ACD calls to record and how long to retain the recordings
-
Quality management
Use quality management to record and evaluate agents and interactions to improve the contact center experience
-
Screen recording
Use screen recording to record an agent's screen during ACD interactions for quality and management purposes
-
Speech and text analytics
Use automated speech and text analytics capabilities on interactions to provide deep insight into customer-agent conversations
-
Workforce management
Use workforce management to configure management units, set up activity codes, manually create schedules, and more
-
Call recording
-
Digital
-
PureConnect
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Digital
Use digital channels like chat and email, and related technologies such as the AI-powered predictive engagement of Predictive Engagement
-
Predictive Engagement Integration
PureConnect Predictive Engagement is a customer journey analytics platform that analyzes all kinds of customer journey behavior and data
-
Chat
PureConnect Chat incorporates chat interactions into your customer's overall engagement history, routing them to the agents whose expertise best matches their needs
-
Co-browse
PureConnect Co-browse enables two or more people to view and interact with the same webpage simultaneously
-
Email
PureConnect Email supports and integrates with various email platforms to provide access to customers' email channels
-
Fax
PureConnect Fax is a stand-alone, desktop application that allows users to send, receive, compose, view, forward, and print faxes from their workstation
-
Interaction Process Automation (IPA)
PureConnect IPA takes a communications-based approach to process automation, taking advantage of and building on the existing technologies and features
-
SMS
PureConnect SMS is an integrated SMS (Short Message Service) server subsystem that connects with external SMS brokers to exchange messages
-
Social Media
PureConnect Social Media allows your contact center agents to receive and reply to inbound messages of various types from platforms such as Facebook and Twitter
-
Widgets
Use Genesys Widgets to enable features such as web chat, calls and callbacks, or chatbots
-
Predictive Engagement Integration
-
Inbound
Handle incoming voice-based interactions including their data and analytics
-
Calls
PureConnect Calls provides many ways to handle and manage calls
-
CX Insights
PureConnect CX Insights is a web-based data visualization application that allows you to view and analyze real-time agent status and workgroup activity
-
Interaction Conference
PureConnect Interaction Conference enables authorized users to schedule and host conference calls for internal and external use
-
Interaction Designer
PureConnect Interaction Designer is a graphical application used to create handlers (programs) that control interaction processing behaviors
-
Interaction Director
PureConnect Interaction Director is a call routing solution for multi-site contact centers that provides scalable, reliable, and configurable pre- and post-call routing
-
Interaction Marquee
PureConnect Interaction Marquee uses the Customer Interaction Center (CIC) server to collect statistics and deliver them to a variety devices where they can be displayed in near real-time
-
Interaction Media Server
PureConnect Interaction Media Server handles the RTP audio streams for VoIP-enabled IC servers and it manages IP resources to serve large numbers of callers and agents on a single system
-
Interaction Report Assistant
PureConnect Interaction Report Assistant guides you in designing a special report for your specific needs
-
Interaction Reporter
PureConnect Interaction Reporter allows you to generate pre-defined reports, based on historical information
-
Interaction SIP Proxy
PureConnect Interaction SIP Proxy routes SIP requests to a LAN, WAN, or to the PSTN, and it provides a number of reliable SIP call routing options
-
Interaction Supervisor
PureConnect Interaction Supervisor is CIC's real-time performance monitoring system that displays metrics and sends notifications when user-defined thresholds are reached
-
Interaction Tracker
PureConnect Interaction Tracker enables CIC users to view the interaction histories between CIC users and outside people, or between CIC users, by maintaining a database of CIC users and their associated interactions
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Interaction Voicemail
PureConnect Interaction Voicemail is a stand-alone desktop application for managing voicemails, with a common interface for all supported mail platforms
-
Packaged Hardware
PureConnect Packaged Hardware includes servers with preinstalled software, SIP telephones, and media gateways
-
Phones
PureConnect Phones can reduce initial IP phone configuration time and ongoing maintenance with managed IP phones
-
Scheduled Reports
PureConnect Scheduled Reports allows Customer Interaction Center users to schedule reports to run on a daily, weekly, or monthly basis, and it can distribute those reports to multiple locations
-
Calls
-
Open Platform
Use these SDKs, RESTful APIs, agent desktops, and other products to simplify integration with third-party systems and extend the reach of your in-house software
-
APIs
PureConnect APIs are application programming interfaces (APIs)
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IC Business Manager
PureConnect IC Business Manager is a framework that hosts several different CIC applications used to monitor and manage a contact center
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Interaction Connect
PureConnect Interaction Connect is a browser-based interaction manager offering call control functionality, chat features, and status management
-
Interaction Designer
PureConnect Interaction Designer is a graphical application to create handlers (programs) that control interaction processing behaviors in Customer Interaction Center (CIC)
-
Interaction Desktop
PureConnect Interaction Desktop is our Windows-based interaction manager offering call control functionality, chat features, and status management
-
Interactive Update
PureConnect Interactive Update allows CIC administrators to manage release and patch updates to CIC and other PureConnect products and to download and apply the updates to client workstations and other devices on the CIC system network
-
Oracle Service Cloud Integration
Oracle Service Cloud Integration incorporates Interaction Desktop in your familiar Oracle Service Cloud interface
-
Packaged Hardware
PureConnect Packaged Hardware includes servers with preinstalled software, SIP telephones, and media gateways
-
Salesforce Integration
Salesforce Integration provides advanced CIC call controls inside the third-party customer relationship management (CRM) system Salesforce
-
SAP CRM Integration
SAP CRM Integration provides functionality of Interaction Desktop and Interaction Connect with the SAP IC Web Client using a combination of APIs, web tools, and remote access
-
Siebel Integration
Siebel Integration allows the Siebel agent to conduct all phone operations while providing a powerful screen pop to a Siebel view, based on data collected in the phone system
-
Skype for Business Integration
Skype for Business Integration PureConnect integrates with Microsoft Lync 2013 and Skype for Business 2015 to provide a new range of capabilities for users of both systems, including IM, voice, and video
-
Unified Messaging Integration
Unified Messaging Integration organizes voicemail, fax, email, and text messages as objects in a single mailbox that a user can access either with an email client or telephone
-
Workforce Management Integration
Workforce Management Integration collects historical statistics and real-time user status updates from your CIC server and makes them available to your third-party workforce management software
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APIs
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Outbound
Proactively engage with customers with features such as outbound dialing and campaign management
-
Interaction Dialer
PureConnect Interaction Dialer adds predictive dialing, manual dialing and outbound campaign management features
-
Interaction Scripter
PureConnect Interaction Scripter enables campaign script developers to create standard or custom scripts for agents to use in Interaction Dialer outbound campaigns
-
Interaction Dialer
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Self Service & Automation
Improve customer relationships with personalized self-service including Interaction Attendant and Speech
-
Interaction Attendant
PureConnect Interaction Attendant automatically answers a call, presents the caller with menu choices, then routes the call according to the caller's choice
-
Speech
PureConnect Speech integrates with Interaction Speech Recognition or third-party ASR software to provide speech recognition capabilities
-
Interaction Attendant
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Workforce Engagement Management (WEM)
Drive employee engagement to enhance business outcomes
-
Interaction Feedback
PureConnect Interaction Feedback is the PureConnect Customer Feedback Management solution for automated post-call and on-demand customer surveys
-
Interaction Optimizer
PureConnect Interaction Optimizer uses forecasting, scheduling, and real-time schedule adherence allowing a contact center to plan for and ensure optimal staffing and service levels at any given time
-
Interaction Quality Manager
PureConnect Interaction Quality Manager features include the ability to record and assess calls, emails, chats, and social media interactions, for agent coaching and quality measurement
-
Interaction Recorder
PureConnect Interaction Recorder and Interaction Screen Recorder provide the ability to search and playback media recordings and to manage quality assessment control, in order to enhance performance and achieve operational goals
-
Interaction Web Portal
PureConnect Interaction Web Portal combines several key call center management features to track your call center activity through a simple web-based portal
-
Interaction Feedback
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Digital
-
Genesys Multicloud CX
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Digital
Use digital channels like chat and email, and related technologies such as the AI-powered predictive engagement of Predictive Engagement
-
Predictive Engagement
Genesys Predictive Engagement analyzes visitor activity in real time, predicting and facilitating the steps that each customer needs to take to successfully navigate their journey
-
Chat
Genesys Multicloud CX chat incorporates chat interactions into your customer's overall engagement history, routing them to the agents whose expertise best matches their needs
-
Co-browse
Genesys Co-browse is a pure JavaScript and HTML solution that allows an agent and a customer to browse the same web page at the same time, by sharing the same instance of a browser window
-
Email
Genesys Multicloud CX email incorporates email interactions into your customers' overall engagement history, routing them to the agents whose expertise best matches their needs
-
Inbound SMS
Genesys Multicloud CX Inbound SMS integrates Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers
-
Intelligent Workload Distribution (iWD)
Genesys Intelligent Workload Distribution (iWD) creates a global task list—sorted on business value—that distributes your workitems to the right resource at the right time
-
Messaging (WhatsApp)
Genesys Messaging (WhatsApp) allows exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers
-
Social (Facebook and Twitter)
Genesys Multicloud CX Social (Facebook and Twitter) allows you to receive and send messages, posts, comments, likes, tweets, and retweets on the world's top two social engagement platforms, Facebook and Twitter
-
Widgets
Genesys Widgets is a collection of lightweight and highly configurable widgets that are optimized for mobile devices and support a variety of communication channels
-
Predictive Engagement
-
Inbound
Handle incoming voice-based interactions—including their data and analytics
-
Callback
Genesys Multicloud CX callback lets your customers choose how they would like to be contacted when you can't offer on-demand, low-wait agent help
-
Designer (Routing)
Genesys Designer is a web-based tool for developing self-service and assisted service applications, including voice, that run on the Genesys platform
-
Reporting
Genesys Multicloud CX reporting provides the information you need to understand what's going on right now in your contact center—or to see how it performs over time
-
Voice
Genesys Multicloud CX voice incorporates easy voice-interaction-handling into your contact center, routing calls to the agents whose expertise best matches customer needs
-
Voicemail
Genesys Multicloud CX voicemail integrates with Genesys SIP Cluster to provide SIP-based voicemail and a SIP feature manager for Genesys contact centers
-
Callback
-
Open Platform
Use these SDKs, RESTful APIs, agent desktops, and other products to simplify integration with third-party systems and extend the reach of your in-house software
-
Agent Desktop
Genesys Multicloud CX Agent Desktop empowers contact center agents to communicate with customers and team members through all of your interaction channels
-
Agent Setup
Use Genesys Multicloud CX Agent Setup to manage your cloud-based contact center and agent accounts for products such as Agent Desktop and Gplus Adapters
-
Cloud Data Download Service
Use Genesys Multicloud CX Cloud Data Download Service to securely export and download your contact center data
-
Genesys Task Routing
Use Genesys Task Routing to submit work items to Genesys from an external source—such as Salesforce or NetSuite—so you can treat them like other Genesys interactions
-
Gplus Adapter for Salesforce
Use the Genesys Multicloud CX Gplus Adapter for Salesforce to handle contact center interactions seamlessly within Salesforce
-
Genesys Multicloud CX Developer Center
Genesys Multicloud CX Developer Center has the reference materials and tools you need to work with the Genesys Multicloud CX APIs
-
Agent Desktop
-
Outbound
Proactively engage with customers across multiple channels to manage expectations and keep them informed throughout their journeys
-
Outbound
CX Contact is a web-based application you can use to set up and manage outbound campaigns
-
Outbound
-
Self-Service & Automation
Improve customer relationships with personalized self-service—including conversational AI from Kate (via Dialog Engine)
-
Dialog Engine
Genesys Dialog Engine, the Genesys chat bot, optimizes the customer journey by providing Intelligent Automation with intelligent, natural-language responses to user questions
-
Dialog Engine
-
Workforce Engagement Management (WEM)
Drive employee engagement to enhance business outcomes
-
Coaching
Use Genesys Multicloud CX Coaching to help managers, supervisors, quality-monitoring personnel, and agents with training processes
-
Recording, Quality Management, and Speech Analytics
Genesys Recording, Quality Management, and Speech Analytics leverages recorded customer interactions by analyzing each one for critical business topics and events
-
Workforce Management (WFM)
Use Genesys Multicloud CX Workforce Management (WFM) to create staffing plans based on projected contact volumes and average handle times, as well as the various skills and skill levels of your agents
-
Coaching
-
Digital
-
Genesys Use Cases
Describe how our products come together to address our customers' pain points and realize benefits
-
More Services
Important sources of information about Genesys, for our broader community, for developers, and many more
Latitude by Genesys
Comprehensive debt collection, recovery, and outsourcing solution
-
Digital
Use channels like chat, email, and third-party messaging platforms, and related technologies such as AI-powered Predictive Engagement
-
Inbound
Handle voice-based interactions including their data and analytics
-
Open Platform
Use these APIs, SDKs, customer service applications, and other products to simplify integration with third-party systems and extend the reach of your in-house software
-
Outbound
Proactively engage with customers with features such as outbound campaign management
-
Self-Service & Automation
Use self-service features to design your own menu applications, voice and language solutions, and conversational AI
-
Telecom
Use Genesys Cloud CX Voice, a voice over IP telephony service, to provide local, long distance, and other calling services to your organization
-
Unified Communications & Collaboration
Collaborate and share information with individuals and groups in your organization
-
Workforce Engagement Management (WEM)
Drive employee engagement to enhance business outcomes with features such as workforce and quality management
-
Predictive Engagement
Use Predictive Engagement to observe and analyze visitors in real-time on your website, and offer the most appropriate and effective channel to help them complete their journey
-
Canned responses
Create and organize libraries of standard text responses to commonly asked questions that agents can use as they assist customers
-
Chat
Agents interact with customers directly from your website using web chat — automatic call distribution (ACD) routes chat interactions to agents in queues
-
Co-browse
Co-browse enables agents and customers to share the same view of a webpage or web application
-
Email
Agents respond to customer email messages — automatic call distribution (ACD) routes email messages to agents in queues
-
External contacts
Create a comprehensive repository of customer data that agents can take advantage of as they assist customers
-
Messaging
Agents send and receive interactions from third party messaging platforms , such as Facebook, Twitter, and Line— automatic call distribution (ACD) routes messages to agents in queues
-
Screen share
Screen share enables agents to see the customer's screen during an interaction
-
SMS
Agents send and receive SMS interactions — automatic call distribution (ACD) routes SMS messages to agents in queues
-
Widgets
The highly configurable web chat widget enables customers to chat with agents directly from your website
-
Edge & Media Tier
Genesys Cloud Edge handles media processing, SIP, and telephony services in a single survivable appliance
-
IVR & ACD
Automatic call distribution (ACD) dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent
-
Phones
Configure and provision supported phones — WebRTC phones, managed and unmanaged SIP phones, and remote phones
-
Reporting & Analytics
Use dynamic views, dashboards, and reports to see contact center performance and metrics
-
Admin
Perform basic and advanced Genesys Cloud CX administration procedures
-
Agent scripting
Create scripts to help agents process interactions and to ensure consistent handling of interactions
-
APIs
The Genesys Cloud CX Developer Center contains the tools and documentation for working with Genesys Cloud CX APIs and SDKs
-
AppFoundry
Discover, research, and connect with a broad range of customer service applications, integrations, and services in AppFoundry that meet your unique needs
-
Billing & onboarding
Genesys Cloud CX onboarding steps and billing information
-
Embeddable clients
Create Genesys Cloud CX embedded clients to access a version of Genesys Cloud CX inside third-party systems or as browser extensions for use with any web app
-
Genesys apps
Create client applications and premium applications to host a third-party application inside Genesys Cloud CX
-
Security & compliance
Genesys Cloud CX security and regulations compliance for GDPR, HIPAA, and PCI DSS
-
Outbound voice
Conduct outbound dialing campaigns using contact lists, contactable times, Do Not Contact lists, wrap-up codes, call analysis responses, and rule sets
-
Outbound messaging
Conduct outbound messaging campaigns using contact lists, contactable times, Do Not Contact lists
-
Architect
Use Architect to link together predefined operations to create simple or sophisticated menu applications
-
ASR & TTS partners
Use Genesys ASR and TTS engines or add third-party TTS engine integrations to expand language options
-
Chatbots
Use third party voice and chatbot integrations to interact conversationally with customers
-
Genesys Cloud CX Voice
Activate and manage Genesys Cloud CX Voice for your organization
-
Collaborate
Use Collaborate to connect with people in your organization using chat, video chat, and document sharing on your browser, desktop, or mobile phone
-
Call recording
Use call recording to record both calls and ACD calls, use policies to record which ACD calls to record and how long to retain the recordings
-
Quality management
Use quality management to record and evaluate agents and interactions to improve the contact center experience
-
Screen recording
Use screen recording to record an agent's screen during ACD interactions for quality and management purposes
-
Speech and text analytics
Use automated speech and text analytics capabilities on interactions to provide deep insight into customer-agent conversations
-
Workforce management
Use workforce management to configure management units, set up activity codes, manually create schedules, and more
-
Digital
Use digital channels like chat and email, and related technologies such as the AI-powered predictive engagement of Predictive Engagement
-
Inbound
Handle incoming voice-based interactions including their data and analytics
-
Open Platform
Use these SDKs, RESTful APIs, agent desktops, and other products to simplify integration with third-party systems and extend the reach of your in-house software
-
Outbound
Proactively engage with customers with features such as outbound dialing and campaign management
-
Self Service & Automation
Improve customer relationships with personalized self-service including Interaction Attendant and Speech
-
Workforce Engagement Management (WEM)
Drive employee engagement to enhance business outcomes
-
Predictive Engagement Integration
PureConnect Predictive Engagement is a customer journey analytics platform that analyzes all kinds of customer journey behavior and data
-
Chat
PureConnect Chat incorporates chat interactions into your customer's overall engagement history, routing them to the agents whose expertise best matches their needs
-
Co-browse
PureConnect Co-browse enables two or more people to view and interact with the same webpage simultaneously
-
Email
PureConnect Email supports and integrates with various email platforms to provide access to customers' email channels
-
Fax
PureConnect Fax is a stand-alone, desktop application that allows users to send, receive, compose, view, forward, and print faxes from their workstation
-
Interaction Process Automation (IPA)
PureConnect IPA takes a communications-based approach to process automation, taking advantage of and building on the existing technologies and features
-
SMS
PureConnect SMS is an integrated SMS (Short Message Service) server subsystem that connects with external SMS brokers to exchange messages
-
Social Media
PureConnect Social Media allows your contact center agents to receive and reply to inbound messages of various types from platforms such as Facebook and Twitter
-
Widgets
Use Genesys Widgets to enable features such as web chat, calls and callbacks, or chatbots
-
Calls
PureConnect Calls provides many ways to handle and manage calls
-
CX Insights
PureConnect CX Insights is a web-based data visualization application that allows you to view and analyze real-time agent status and workgroup activity
-
Interaction Conference
PureConnect Interaction Conference enables authorized users to schedule and host conference calls for internal and external use
-
Interaction Designer
PureConnect Interaction Designer is a graphical application used to create handlers (programs) that control interaction processing behaviors
-
Interaction Director
PureConnect Interaction Director is a call routing solution for multi-site contact centers that provides scalable, reliable, and configurable pre- and post-call routing
-
Interaction Marquee
PureConnect Interaction Marquee uses the Customer Interaction Center (CIC) server to collect statistics and deliver them to a variety devices where they can be displayed in near real-time
-
Interaction Media Server
PureConnect Interaction Media Server handles the RTP audio streams for VoIP-enabled IC servers and it manages IP resources to serve large numbers of callers and agents on a single system
-
Interaction Report Assistant
PureConnect Interaction Report Assistant guides you in designing a special report for your specific needs
-
Interaction Reporter
PureConnect Interaction Reporter allows you to generate pre-defined reports, based on historical information
-
Interaction SIP Proxy
PureConnect Interaction SIP Proxy routes SIP requests to a LAN, WAN, or to the PSTN, and it provides a number of reliable SIP call routing options
-
Interaction Supervisor
PureConnect Interaction Supervisor is CIC's real-time performance monitoring system that displays metrics and sends notifications when user-defined thresholds are reached
-
Interaction Tracker
PureConnect Interaction Tracker enables CIC users to view the interaction histories between CIC users and outside people, or between CIC users, by maintaining a database of CIC users and their associated interactions
-
Interaction Voicemail
PureConnect Interaction Voicemail is a stand-alone desktop application for managing voicemails, with a common interface for all supported mail platforms
-
Packaged Hardware
PureConnect Packaged Hardware includes servers with preinstalled software, SIP telephones, and media gateways
-
Phones
PureConnect Phones can reduce initial IP phone configuration time and ongoing maintenance with managed IP phones
-
Scheduled Reports
PureConnect Scheduled Reports allows Customer Interaction Center users to schedule reports to run on a daily, weekly, or monthly basis, and it can distribute those reports to multiple locations
-
APIs
PureConnect APIs are application programming interfaces (APIs)
-
IC Business Manager
PureConnect IC Business Manager is a framework that hosts several different CIC applications used to monitor and manage a contact center
-
Interaction Connect
PureConnect Interaction Connect is a browser-based interaction manager offering call control functionality, chat features, and status management
-
Interaction Designer
PureConnect Interaction Designer is a graphical application to create handlers (programs) that control interaction processing behaviors in Customer Interaction Center (CIC)
-
Interaction Desktop
PureConnect Interaction Desktop is our Windows-based interaction manager offering call control functionality, chat features, and status management
-
Interactive Update
PureConnect Interactive Update allows CIC administrators to manage release and patch updates to CIC and other PureConnect products and to download and apply the updates to client workstations and other devices on the CIC system network
-
Oracle Service Cloud Integration
Oracle Service Cloud Integration incorporates Interaction Desktop in your familiar Oracle Service Cloud interface
-
Packaged Hardware
PureConnect Packaged Hardware includes servers with preinstalled software, SIP telephones, and media gateways
-
Salesforce Integration
Salesforce Integration provides advanced CIC call controls inside the third-party customer relationship management (CRM) system Salesforce
-
SAP CRM Integration
SAP CRM Integration provides functionality of Interaction Desktop and Interaction Connect with the SAP IC Web Client using a combination of APIs, web tools, and remote access
-
Siebel Integration
Siebel Integration allows the Siebel agent to conduct all phone operations while providing a powerful screen pop to a Siebel view, based on data collected in the phone system
-
Skype for Business Integration
Skype for Business Integration PureConnect integrates with Microsoft Lync 2013 and Skype for Business 2015 to provide a new range of capabilities for users of both systems, including IM, voice, and video
-
Unified Messaging Integration
Unified Messaging Integration organizes voicemail, fax, email, and text messages as objects in a single mailbox that a user can access either with an email client or telephone
-
Workforce Management Integration
Workforce Management Integration collects historical statistics and real-time user status updates from your CIC server and makes them available to your third-party workforce management software
-
Interaction Dialer
PureConnect Interaction Dialer adds predictive dialing, manual dialing and outbound campaign management features
-
Interaction Scripter
PureConnect Interaction Scripter enables campaign script developers to create standard or custom scripts for agents to use in Interaction Dialer outbound campaigns
-
Interaction Attendant
PureConnect Interaction Attendant automatically answers a call, presents the caller with menu choices, then routes the call according to the caller's choice
-
Speech
PureConnect Speech integrates with Interaction Speech Recognition or third-party ASR software to provide speech recognition capabilities
-
Interaction Feedback
PureConnect Interaction Feedback is the PureConnect Customer Feedback Management solution for automated post-call and on-demand customer surveys
-
Interaction Optimizer
PureConnect Interaction Optimizer uses forecasting, scheduling, and real-time schedule adherence allowing a contact center to plan for and ensure optimal staffing and service levels at any given time
-
Interaction Quality Manager
PureConnect Interaction Quality Manager features include the ability to record and assess calls, emails, chats, and social media interactions, for agent coaching and quality measurement
-
Interaction Recorder
PureConnect Interaction Recorder and Interaction Screen Recorder provide the ability to search and playback media recordings and to manage quality assessment control, in order to enhance performance and achieve operational goals
-
Interaction Web Portal
PureConnect Interaction Web Portal combines several key call center management features to track your call center activity through a simple web-based portal
-
Digital
Use digital channels like chat and email, and related technologies such as the AI-powered predictive engagement of Predictive Engagement
-
Inbound
Handle incoming voice-based interactions—including their data and analytics
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Open Platform
Use these SDKs, RESTful APIs, agent desktops, and other products to simplify integration with third-party systems and extend the reach of your in-house software
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Outbound
Proactively engage with customers across multiple channels to manage expectations and keep them informed throughout their journeys
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Self-Service & Automation
Improve customer relationships with personalized self-service—including conversational AI from Kate (via Dialog Engine)
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Workforce Engagement Management (WEM)
Drive employee engagement to enhance business outcomes
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Predictive Engagement
Genesys Predictive Engagement analyzes visitor activity in real time, predicting and facilitating the steps that each customer needs to take to successfully navigate their journey
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Chat
Genesys Multicloud CX chat incorporates chat interactions into your customer's overall engagement history, routing them to the agents whose expertise best matches their needs
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Co-browse
Genesys Co-browse is a pure JavaScript and HTML solution that allows an agent and a customer to browse the same web page at the same time, by sharing the same instance of a browser window
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Email
Genesys Multicloud CX email incorporates email interactions into your customers' overall engagement history, routing them to the agents whose expertise best matches their needs
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Inbound SMS
Genesys Multicloud CX Inbound SMS integrates Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers
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Intelligent Workload Distribution (iWD)
Genesys Intelligent Workload Distribution (iWD) creates a global task list—sorted on business value—that distributes your workitems to the right resource at the right time
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Messaging (WhatsApp)
Genesys Messaging (WhatsApp) allows exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers
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Social (Facebook and Twitter)
Genesys Multicloud CX Social (Facebook and Twitter) allows you to receive and send messages, posts, comments, likes, tweets, and retweets on the world's top two social engagement platforms, Facebook and Twitter
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Widgets
Genesys Widgets is a collection of lightweight and highly configurable widgets that are optimized for mobile devices and support a variety of communication channels
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Callback
Genesys Multicloud CX callback lets your customers choose how they would like to be contacted when you can't offer on-demand, low-wait agent help
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Designer (Routing)
Genesys Designer is a web-based tool for developing self-service and assisted service applications, including voice, that run on the Genesys platform
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Reporting
Genesys Multicloud CX reporting provides the information you need to understand what's going on right now in your contact center—or to see how it performs over time
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Voice
Genesys Multicloud CX voice incorporates easy voice-interaction-handling into your contact center, routing calls to the agents whose expertise best matches customer needs
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Voicemail
Genesys Multicloud CX voicemail integrates with Genesys SIP Cluster to provide SIP-based voicemail and a SIP feature manager for Genesys contact centers
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Agent Desktop
Genesys Multicloud CX Agent Desktop empowers contact center agents to communicate with customers and team members through all of your interaction channels
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Agent Setup
Use Genesys Multicloud CX Agent Setup to manage your cloud-based contact center and agent accounts for products such as Agent Desktop and Gplus Adapters
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Cloud Data Download Service
Use Genesys Multicloud CX Cloud Data Download Service to securely export and download your contact center data
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Genesys Task Routing
Use Genesys Task Routing to submit work items to Genesys from an external source—such as Salesforce or NetSuite—so you can treat them like other Genesys interactions
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Gplus Adapter for Salesforce
Use the Genesys Multicloud CX Gplus Adapter for Salesforce to handle contact center interactions seamlessly within Salesforce
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Genesys Multicloud CX Developer Center
Genesys Multicloud CX Developer Center has the reference materials and tools you need to work with the Genesys Multicloud CX APIs
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Outbound
CX Contact is a web-based application you can use to set up and manage outbound campaigns
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Dialog Engine
Genesys Dialog Engine, the Genesys chat bot, optimizes the customer journey by providing Intelligent Automation with intelligent, natural-language responses to user questions
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Coaching
Use Genesys Multicloud CX Coaching to help managers, supervisors, quality-monitoring personnel, and agents with training processes
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Recording, Quality Management, and Speech Analytics
Genesys Recording, Quality Management, and Speech Analytics leverages recorded customer interactions by analyzing each one for critical business topics and events
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Workforce Management (WFM)
Use Genesys Multicloud CX Workforce Management (WFM) to create staffing plans based on projected contact volumes and average handle times, as well as the various skills and skill levels of your agents