Genesys Cloud is a cloud customer experience platform that provides omnichannel routing, workforce engagement management, analytics, and artificial intelligence capabilities. It enables companies to connect with customers across voice, messaging, chat, and social channels. Key features include predictive routing and capacity planning, real-time and historical reporting, outbound campaign management, workforce optimization, and conversational AI like chatbots and voicebots. Use cases include improving customer satisfaction, increasing sales conversions, reducing handle times and costs, and providing personalized experiences across channels.