Power your contact centre with Genesys AI for personalised experiences at scale. Genesys, or Genesys Telecommunications Laboratories, Inc., is a company that sells customer experience and call center technology to mid-sized and large businesses. It sells both cloud-based and on-premises software. Join us in celebrating heroes in headsets — the agents who go above and beyond. See what’s possible. Genesys is headquartered in Daly City, California, and has offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia. The Genesys Cloud platform is designed to take full advantage of modern cloud strategies and technologies. Make it easy for agents to resolve issues fast with an intuitive interface. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. When running Genesys Cloud real-time communications services over WLAN, we recommend using 802.11n or better wireless hardware. I would appreciate any assistance available. A community of continuous learning and innovation for customer experience professionals. FUTURE PROOF YOUR BUSINESS. Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. And it empowers you to expand on a development platform with robust API tools. Imagine a new world where contact centers run so smoothly that customers feel satisfied after every interaction — a world where employees are excited to go to work each day. With the Genesys Cloud solution, your teams aren’t bound by location or hardware. Reach out proactively in a timely, personalized and contextual way. If a basic phone system is required, it is not as appropriate. Copyright © 2021 Genesys. There’s a reason it’s a leading platform for seamlessly integrating voice and digital channels — empowering agents, delighting customers and creating better business outcomes overall. Add value and functionality fast through our AppFoundry Marketplace. Up-to-the-second analytics and real-time dashboards provide the information you need to manage your contact center across multiple teams and channels. Several OAuth 2.0 grant types allow support for web server, client-side, and installed applications. About Genesys. Explore ways to engage and empower your team — because helping people is a great job. Requires an existing PureCloud by Genesys subscription. Genesys Cloud (formerly PureCloud) is well suited for scenarios where you need call and screen recording, elaborate queueing, and reporting. Make your website a conversation starter with live chat and solve issues in real time. User Review of Genesys Cloud: 'Genesys Cloud is being used in the entire company at Community Tax LLC. Allow workforce managers to work with short-term forecasts and improve forecasting efficiency by leveraging AI. Explore how the unsung stars of customer service are improving customers' lives. Reduce costs, boost sales and automate routine tasks with Genesys AI. Explore ways to engage and empower your team — because helping people is a great job. Run your contact centre with software that makes great customer experience easy. ©2018 Genesys Telecommunications Laboratories, Inc. All rights reserved. Built to handle any channel, the Genesys Cloud platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation. SMS and messaging apps create conversations that can live forever. Follow your customer experience interactions closely to maintain quality and adhere to corporate policies. Equip your customers to resolve issues faster with speech-enabled IVR. Let us give you a personal tour. North America and Latin America have experienced double-digit increases while wins in Europe, the Middle East, Africa and Asia Pacific have climbed nearly 200% each. Unite real-time and historical data. Genesys Cloud APIs use the OAuth 2.0 protocol for authentication. It is our primary phone system and main source of contact with not only current and potential clients but also with resources such as ADP and the IRS for various tasks and work. Use the information on this page to learn more about how Genesys Cloud works. Currently, PureCloud manages an average of more than 3 million conversations per day and 4 billion API calls a month for businesses around the world across every industry. I've been told that Genesys Cloud has an API. Create experiences rooted in empathy — to build trust and earn loyalty. Create long-lasting opportunities and decrease the volume of inbound calls to your contact center with basic outbound campaigns. Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. This growth is due in part to the deployment of the Amazon Web Services Cloud in Germany, the expansion of PureCloud’s internet-based telephony service in four new markets, and the solution’s growing ecosystem of strategic reseller partners. The Genesys Knowledge Network aggregates Genesys Cloud (formerly PureCloud) resources into an all-in-one access point. “Smaller, fast-growing organisations with limited resources love PureCloud because of its simplicity and cost-effectiveness. See how Genesys call center and customer experience solutions help businesses succeed. Leverage your preferred local or cloud carrier with the Genesys Cloud solution. We’re constantly innovating. Learn how to serve customers where they are and guide them on more productive journeys. *A commissioned Total Economic Impact™ of Genesys PureCloud study conducted by Forrester Consulting on behalf of Genesys, December 2017. Power your contact center with Genesys AI for personalized experiences at scale. Keep the (two-way) conversation going on your customers’ favorite messaging apps. And no matter the size – everyone agrees – it just gets the job done.”. Seamlessly integrate with Salesforce and other CRM tools to add context to customer journeys. Our flexible pricing options are designed to help you purchase only the capabilities you need. Easily transition from a self-service chatbot to a live agent with full interaction and customer context. This makes PureCloud one of the fastest-growing Software as a Service (SaaS) platforms on the market today. Empower employees to find solutions together with collaboration tools that let them talk, video, chat and search. All other company names and logos may be registered trademarks or trademarks of their respective companies. As Matt Lawson mentioned, Genesys published a press release announcing that PureCloud will now be known as Genesys Cloud! We’re able to simply switch on new capabilities when required… Genesys Cloud has changed the game for us, constantly bringing new functionality. “There’s no denying PureCloud is experiencing explosive growth,” said Olivier Jouve, executive vice president of PureCloud at Genesys. Using this platform allows us at Community Tax to help individuals and companies with income tax problems. A message appears. Our success comes from connecting employee and customer conversations on any channel. Use this app to establish Azure AD as the Identity Provider for SSO and user provisioning for your PureCloud … Visit Genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. The Genesys Cloud solution meets and exceeds modern security standards with external penetration testing, attack defense automation, and TLS and AES-256 encryption. Building on the solid foundation detailed above, the Genesys Cloud platform offers robust customization and expansibility options to meet your unique business needs. Built by disruptors, the Genesys Cloud platform is transforming the contact center industry by delivering innovation to companies of all sizes, everywhere. Visit the Genesys AppFoundry Markeplace to browse and quickly deploy more than 315 third-party apps. The Genesys Cloud platform is a flexible, scalable Software as a Service contact center experience that can integrate with existing systems and grow with the pace of your business. Craft a custom call center with apps and integrations. Since everything is built in to Genesys, we can quickly glance and pull up data as needed to improve our service. If your contact center is busy, use IVR to offer an option for callback while allowing callers to keep their positions in the queue. Win and keep customers with a blended approach to sales, marketing and support. Account settings. Key industry certifications and regulatory compliance mean you can trust that customer and business data remains private — no matter your industry or location. Our success comes from connecting employee and customer conversations on any channel, every day. Organize and search by customer or interaction, and gain clarity with customized and consistent reporting that gives you true insight into your data. Scheduling immediate or delayed callbacks eliminates the need for customers to wait on hold to speak with an agent — and that increases customer satisfaction. Genesys Cloud Inbox Notifications require CIC 2020 R4 or later. Maximise your customer experience technology to reach your goals and delight customers. With Genesys Cloud, we have a robust customer experience platform with all the features needed to raise the bar on the service we provide to members. Maximize your customer experience technology to reach your goals and delight customers. Attract, nurture and retain the best agents for your call center. Please try again and notify your system administrator if the problem persists Launched globally in 2015, the PureCloud platform is flexible, open, feature-rich, and built for rapid innovation, providing organisations with a future-proof solution for quickly scaling to meet customer growth. User Review of Genesys Cloud: 'Genesys Cloud (formerly PureCloud) is being used on a daily basis throughout our organization in several departments. Natural Language Understanding (NLU) lets your customers interact with your system in a way that feels completely natural. Learn how to serve customers where they are and guide them on more productive journeys. Genesys Beyond is a skills development ecosystem that trains the next generation of CX professionals to deliver next generation experiences. Genesys, the Genesys logo, Genesys PureCloud are trademarks and/or registered trademarks of Genesys. Find everything you need to extend and enhance your Genesys Cloud solution — from easy CRM integrations to creative ways to use AI and automation. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys Cloud FAQs A. We ourselves are a company of 2,000+ employees. Context and content are never lost, and conversations can resume at any time, right where they stopped. In addition, there has been marked momentum among enterprises, with a 330% increase in new customer wins with very large organisations, including a multi-million-dollar deal with one of the world’s leading ridesharing companies. Manage complex experiences with enterprise contact center software. Take your Genesys experience to the next level. Designed with the world’s largest brands in mind, the Genesys Engage™ solution powers sophisticated customer experiences and digital transformation at any scale. Smooth your move to the cloud with experience, expertise and a personalised plan. In the past year, more than half of all new logos across the three primary Genesys offers were PureCloud due to its ease of use, quick deployment and scalability. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Safricloud is the only specialist Genesys Cloud provider in Southern and Eastern Africa. Straightforward administration lets you scale your cloud communications with ease for a 100% cloud-based call center solution. Receive email notifications for new messages, configure your own greetings and get multi-language support. No programming required. Administrators. Craft a custom call center with apps and integrations. Check your facility for “dead-spots” where the wireless signal is weak. Public resources include our library of Genesys Cloud specific information and discussions, product release notes, technical documentation, and other self-serve resources. The Genesys Cloud solution seamlessly connects contact center users, business users, vendors, partners and customers. Deliver competitively superior customer experiences and digital transformation at any scale. Choose a dedicated partner that works with you before, during and after your deployment. Large, global enterprises applaud it for its infinite scalability and the flexibility of its public API. It enables your agents to respond immediately or step in proactively if a transaction stalls. Make your website a conversation starter with live chat and solve issues in real time. See the latest customer and employee experience releases. Every year, Genesys ® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Request a demo to see how Genesys Cloud enables fluid conversations across digital and voice channels in an easy, all-in-one interface. Watch and listen your way to better customer experience and more connected moments. See how Genesys solutions meet and exceed modern security standards. About architecture, technology, and continuous delivery. See the latest customer and employee experience releases. Genesys will review the domain name change effort in Q1 2021 and provide an update in advance before beginning work. Ensure the continuity of your customer service operations with agent and group voicemail. Simplify your workforce scheduling with flexible rules, manage time off and provide accessibility through a single unified employee user interface. Give customers 24/7 self-serve assistance with artificial intelligence (AI)-powered chatbots. You can purchase phone numbers directly from us or bring existing numbers with you. Since we started using it the platform has been great without any issue which I can see from a standard users end. Genesys pioneered Experience as a Service ℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. Genesys Cloud rebranding update. Genesys pioneered Experience as a Service ℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. For more information, see Authorization. Create secure, connected patient experiences at every touchpoint. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys is the only company recognized by top industry analysts for leadership in both cloud and on-premise customer engagement solutions. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Explore the features and functionality of Genesys Cloud in this self-guided tour. Genesys Cloud supports specific dialects with ASR and TTS for spoken words. The Genesys Cloud (formerly PureCloud) solution promises to make customer relationships simple. Manage, unify and orchestrate any bot across phone, web chat, mobile messaging and smart speakers. Predict and understand customer issues before they escalate — or before they even happen. Explore the features and functionality of Genesys Cloud in this self-guided tour. Choose a region. Genesys Cloud Workforce Engagement Management features require CIC 2021 R1 or later. Terms of Use | Privacy Policy | Email Subscription |. Use Azure AD to manage user access, provision user accounts, and enable single sign-on with PureCloud by Genesys. The Genesys CloudTM solution makes that world possible. Note: Workforce Engagement features are available in 2021 R1 only in a pilot program for selected customers. Inbound voice uses your company’s defined business priorities to segment and rank interactions. Give your agents who are working remotely and in globally distributed teams a modern, integrated communications solution. Agents can use video, softphone, screen sharing, persistent chat channels, rich employee profiles and document management — all in one integrated solution. Experience communication as it should be: fluid, instinctive and profoundly empowering. This app lets PureCloud users chat directly with Skype for Business users inside the PureCloud application. Set up appropriate auto-responses and route email to the right agent group based on content analysis. I have absolutely no familiarity with APIs. See how Genesys call centre and customer experience solutions help businesses succeed. By providing your information, you agree to our. This web-based unified communications solution, softphone and native mobile apps keep your workforce united, equipped and engaged — no matter where they are. Every year, Genesys ® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Harness the power of your data with predictive routing. Watch and listen your way to better customer experience and more connected moments. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. The Genesys Cloud product name and logo rebranding now appears in many product interfaces, installs, websites, documentation, and support tools, and will continue as a rolling change in 2021. We wanted to provide more information to all of you, and plan to keep you informed as we execute this rolling change throughout 2020. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This enhances your ability to meet your SLAs for all voice interactions — without creating complex routing strategies or adding resources. Genesys pioneered Experience as a Service SM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. Deliver competitively superior customer experiences and digital transformation at any scale. Create experiences rooted in empathy — to build trust and earn loyalty. lasting relationships. Frimley —4th December, 2018 — With nearly 1,300 customers to date, Genesys® (https://www.genesys.com/en-gb) reports record momentum for the PureCloudâ platform, a unified, all-in-one customer engagement and business communications solution. Sublocale support. Access control. Power deeply connected experiences through the seamless, all-in-one contact center solution. Choose a dedicated partner that works with you before, during and after your deployment. Find the right Genesys partner or join our partner network. Win and keep customers with a blended approach to sales, marketing and support. New features and capabilities are released to the PureCloud platform every week, with nearly 130 this year to date. Build better bots with natural language understanding for smart self-service. Beyond keeps your in-house skill set fresh and relevant, so you can continuously leverage your solution to deliver competitive experiences. About Genesys. You can maintain an existing relationship with your carrier or establish a new one. Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. A community of continuous learning and innovation for customer experience professionals. The world’s largest cloud contact centers build on the Genesys Cloud™ platform for flexibility, security and scale. Transform banking engagement with seamless experiences across channels. We’re constantly innovating. Integrate email into your consistent omnichannel experience. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. * Enterprise Single Sign-On - Azure Active Directory supports rich enterprise-class single sign-on with PureCloud by Genesys out of the box. Microservices, API-first development, open data and artificial intelligence (AI) give you rapid innovation, agility and resilience. Download your complimentary copy of The Forrester Wave: Cloud Contact Centers, Q3 2018. Say goodbye to lengthy professional service engagements. User access to Genesys Cloud is routed to the location of the Amazon data center for the region you select, whether users are in the office, at home, or traveling. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. If customers are having trouble, they can share their browser pages with your contact center agents or knowledge experts while chatting or speaking with the agent or expert. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. Genesys Cloud. Handle tasks more efficiently across any digital channel by automating conversations with bots — and make it easy to transfer to an agent while keeping the full interaction context. ACD emails. And they simplify integrations with other business systems, such as CRM systems and AI solutions. Connect to Genesys Cloud (Purecloud) ‎06-17-2020 07:27 AM. Run your contact center with software that makes great customer experience easy. We’ll help you reach your goals, together. Keep the (two-way) conversation going on your customers’ favorite messaging apps. In the past year, more than half of all new logos across the three primary Genesys offers were PureCloud due to its ease of use, quick deployment and scalability. Empower your managers, increase speed to competency for new hires and gamify contact center KPIs. Connect your customer journey with omnichannel retail support. Choose the best telephony infrastructure to fit your needs. Connect phone, email, chat and social All rights reserved. Track, manage and boost your service levels with tools to monitor performance, support employee development and engage with workers in ways that drive results. Simplify your customer journeys with conversational voicebots that move freely across interactions and channels. Save the date for these upcoming Genesys events — virtual and in-person. In the UK and Ireland alone, the company boosted PureCloud revenue nearly 530% and grew customer wins by nearly 115% compared with the same period last year. This gives customers a way to interact with you at their convenience. Genesys Cloud is available worldwide, but a customer organization can only be available in a single region at any given time. Contact Center Operations Western Governors University, Director of GMS Technology, Analytics, and Product, Placed furthest for Completeness of Vision. Gain insights from customers, employees, industry thought leaders and more. Watch 20 videos from Virtual Xperience with tips and best practices for building trust and loyalty. PureCloud’s global footprint has expanded rapidly. Send highly personalized, timely and relevant notifications on your customers’ preferred channels. Make it easy on your customers by using predictive dialing to target the right customers and streamline interactions. With interaction recording and screen recording, you can record all interactions, including voice calls and employee screens. Genesys® powers more than 25 billion of the world’s best customer experiences each year. Build better bots with natural language understanding for smart self-service. Choose the secure, trustworthy solution for your cloud-based contact center. Watch 20 videos from Virtual Xperience with tips and best practices for building trust and loyalty. Genesys demo GENESYS CLOUD PRICING. Deliver on the promise of digital government with Genesys. Analytics and keyword spotting are not currently available in Genesys Cloud. Quickly resolve any customer situation with web chat. Customize dashboards to match your unique needs and help you respond in the moment. About Genesys Genesys® powers more than 25 billion of the world’s best customer experiences each year. We also recommend operating your wireless network on the 5 GHz band to avoid interference of the signal. Learn about Genesys and discover why we’re trusted by 11,000 companies worldwide. Extend functionality without directly using an API. Create fluid customer conversations across digital and voice channels. User Review of Genesys Cloud: 'We use Genesys to all interactions with our customers (Voice calls, chats and emails) inside our Customer Service Department. Notably, there’s been marked growth in the number of deals won in the public sector (600%) and travel/tourism industry (300%). Connect with Genesys via www.genesys.com, social media, and the Genesys blog. 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