Genesys Cloud products and solutions

Genesys Cloud offers free trials of GCXNow to learn about its features and capabilities for contact center solutions. The GCXNow trial provides tutorials to configure your organization and explore features like setting up phone numbers, WhatsApp integration, call flows, bot flows, web messaging, and more. Limitations apply such as available AWS regions and global coverage.

Genesys Cloud provides omnichannel routing, workforce engagement, and analytics tools to optimize customer experience. Key capabilities include predictive routing with machine learning, omnichannel digital channels like chat and SMS, outbound campaigns, workforce management, quality management, speech analytics, an app marketplace, and real-time dashboards.

Genesys Cloud integrates with Salesforce Service Cloud to deliver a unified AI-powered contact center solution that combines voice, digital, and CRM capabilities through specialized packages including Core Services, Voice, Digital and AI, Workforce Engagement Management (WEM), External Routing, and Outbound Campaign Management. The integration enables agents to access screen pop capabilities, AI-assisted Agent Copilot for decision support, advanced scripting tools, and multi-channel communication across voice, digital, and messaging channels. Technical implementation requires OAuth setup, remote site configuration within Salesforce, and bidirectional communication protocols to synchronize campaign data, call attributes, and customer information between systems. The platform provides customizable Lightning app components including Queue Stats, Interaction Record Utility, Voice Transcript, Agent Performance Stats, and Agent Copilot embeddable features that enhance agent productivity and visibility. WEM activity monitoring delivers visibility into agent schedules, tasks, and performance metrics, while Omni-Channel queue management enables intelligent routing and callback scheduling for inbound and outbound interactions. External Routing manages Salesforce Case objects, Email-to-Case inquiries, and Messaging Sessions through Genesys Cloud's routing engine, though Legacy Chat and certain Salesforce object types are not supported. Agent capabilities encompass Omni-Channel management, queue activation, phone selection, call controls, multi-caller conferencing, queue statistics viewing, callback scheduling, and after-call work processing. Outbound Campaign Management allows organizations to create and manage dialing campaigns directly within Salesforce with full data synchronization between environments. Implementation requires appropriate license purchases, OAuth client permissions, and configuration in both Salesforce Service Cloud and Genesys Cloud environments. Considerations include inactivity timeout settings and HIPAA compliance requirements. The integration supports digital engagement using native Salesforce Messaging with AI capabilities from both platforms, and comprehensive documentation covers configuration of all CX components along with system requirements and community support resources.

Genesys Cloud Digital licenses offer maximum speed and efficiency in digital customer communication through an agent workspace that enables agents to perform several tasks across all interactions with a simple, transparent view of multiple customer engagements. Key features include external contacts as a comprehensive repository of data about external organizations and contacts, permissions to manage contacts and see customer profiles and journeys, and a streamlined view of all contact and organization data. The licenses also provide capabilities for digital routing, messaging, chat, and social media.

Genesys Cloud is a web-based Software as a Service (SaaS) suite of cloud services for enterprise-grade communications, collaboration, and customer experience management, built on a microservices architecture and delivered via Amazon Web Services (AWS). The platform provides scalability and resilience as a stand-alone, full-featured unified communications solution while supporting modular integration with complementary functionality through multiple voice connectivity options including Genesys Cloud Voice (GCV) and Bring Your Own Carrier (BYOC), desktop integrations, and phone management capabilities. The solution offers multiple service plans with varying allotments and capabilities to support different organizational needs, with primary use cases encompassing improved customer engagement, enhanced employee collaboration, and operational efficiency gains. Users can access Genesys Cloud through web browsers, mobile devices, or desktop applications, with access supported by comprehensive resources including training materials, setup guides, the AppFoundry marketplace for third-party solutions, community forums, and troubleshooting tools. Security and compliance are maintained through adherence to industry standards, supported security protocols, accessibility features, and single sign-on (SSO) capabilities, with detailed security and privacy policies available for review. Customer support is accessible through the Genesys Cloud Customer Care portal, service level agreements, system status monitoring, and troubleshooting documentation. The platform defines clear roles and responsibilities for partners and customers, including network readiness requirements and firewall configuration specifications. Role-specific resources are available for new users, business users, administrators, contact center managers, and contact center agents. Implementation support includes the Genesys Cloud Resource Center, contact center adoption preparation guidance, views and dashboards documentation, professional services information, and training resources. The Genesys Community forum enables users to ask questions and connect with other users, while integrated feedback mechanisms help improve content accuracy and usability.

Genesys Cloud EX is an employee experience platform that enables organizations to transform employee engagement and improve efficiency and effectiveness through a comprehensive suite of workforce management tools. The platform provides capabilities for onboarding, learning and training, workforce management, performance management, gamification, coaching, interaction recording, quality management, web surveys, and speech and text analytics to manage the complete employee development journey. As a separate base license from Genesys Cloud CX, Genesys Cloud EX does not include voice, email, or digital interaction handling capabilities but allows users to access all Workforce Engagement Management (WEM) capabilities for voice interactions handled on external platforms and leverage workforce management, gamification, performance and engagement, development and feedback modules, and coaching capabilities for email interactions on external platforms. The platform includes features for agent workspace configuration, messaging options, external platform data synchronization, and integration capabilities to enhance organizational workforce engagement.

Genesys Cloud's Collaborate platform provides unified communications through chat, video conferencing, and document sharing capabilities. Users can engage in individual and group chats with persistent history, convert text chats to video calls, and share screens during meetings. The platform features comprehensive profile management where users can showcase skills, education, work experience, and contact information. Advanced search functionality allows filtering by keywords, profile tags, and specific fields like job titles or skills. Teams can create specialized groups based on common interests, projects, or expertise. The solution offers cross-platform support through mobile apps (iOS and Android), desktop applications (Windows and Mac), and web browsers. Document management capabilities include personal and group workspaces, file sharing, content tagging, and advanced search features. All communications and content remain accessible across devices, enabling seamless collaboration whether in office or remote.

Genesys Cloud Communicate includes all the features of Genesys Cloud Collaborate, such as chat, video chat, a company directory, and document sharing. Communicate offers telephony services for handling phone calls with features like voicemail, conferencing, call recording, transfers, extensions, and call forwarding. It supports WebRTC with the Genesys Cloud web-based phone. Architect is an auto attendant designer that links predefined operations to create custom IVR functionality. Genesys Cloud customers with CX 1, CX 2, and CX 3 licenses get Communicate at no extra charge, but Genesys bills for each stand-alone Communicate user. The summary covers Communicate's features, telephony capabilities, Architect tool, and pricing model while focusing on key details and functionality.