Genesys

What Genesys does

Genesys empowers over 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, and data across the enterprise to drive customer loyalty, business growth, and operational efficiency. The platform offers a comprehensive suite of capabilities including voice, digital, AI, journey analytics, customer engagement, and workforce management, all built on a single, open cloud architecture. Genesys focuses on delivering automation that feels human, making experiences more efficient, optimizing customer journeys in real-time, and connecting experiences across the enterprise.

Products

• Genesys Cloud CXAn AI-Powered Experience Orchestration platform that coordinates every step of customer and employee experience by shaping journeys for moments that matter. It is a leading customer and employee experience solution trusted by businesses of all sizes in over 100 countries.
• Genesys Cloud CX 1A pricing plan for voice contact centers and associate users, including voice channel, call routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified communications, associate experience, recording, virtual agents, native voicebot, predictive routing, Agent Copilot, speech and text analytics, Supervisor Copilot, and Virtual Supervisor.
• Genesys Cloud CX 2A pricing plan for omnichannel contact centers and associate users with quality assurance and compliance, including digital channels, omnichannel routing, knowledge, native bots, predictive engagement, social listening and engagement.
• Genesys Cloud CX 3A pricing plan for omnichannel contact centers and associate users with full Workforce Engagement Management (WEM) capabilities, including employee performance, workforce management, forecasting and scheduling.
• Genesys Cloud CX 4A pricing plan for omnichannel contact centers and associate users that want more AI experience at the best value, including journey management and AI Experience tokens.
• Genesys Cloud CX DigitalA plan natively enabled with ready-to-use Genesys Cloud AI capabilities, focusing on digital channels.
• Genesys Cloud AI StudioA secure, centralized hub to build and innovate AI-powered experiences, accelerating and streamlining AI innovation with Genesys Cloud AI Guides.
• Genesys Cloud CopilotsIntelligent, proactive assistance for delivering experiences on Genesys Cloud, providing AI partners for customer support agents, supervisors, and administrators to work faster and focus on high-value tasks.
• Genesys Cloud VoiceA native voice service option for highly reliable, AI-powered audio experiences, offering flexible, cloud-native SIP trunking and global coverage.
• Genesys Multicloud CXA solution offering ultimate flexibility in deployment (full cloud, hybrid cloud, private cloud) with a container-based architecture and a growing REST API for customized integrations.
• Genesys Engage on-premisesAn on-premises contact center platform with components deployed in the data center and a powerful Platform SDK for total control of the customer experience.
• Genesys PureConnectAn all-in-one on-premises solution running on a Windows technology stack, providing a rich set of capabilities and reliability for contact centers.
• PointillistA customer journey management platform to measure, manage, and improve customer experience.
• Genesys Experience IndexA methodology to understand what matters to customers and workforce, and improve Voice of the Customer and Voice of the Employee programs.

Key capabilities

• Agentic AI at its core
• AI-Powered Experience Orchestration
• Omnichannel engagement
• Intelligent routing
• Built-in workforce engagement management (WEM)
• End-to-end journey management
• Native AI capabilities
• API-first, open cloud platform
• Scalability and elasticity
• Comprehensive platform for customer engagement, WEM, and journey management
• Voice, digital, and AI capabilities
• Journey analytics
• Automatic Call Distribution (ACD)
• Analytics and reporting
• Inbound and outbound capabilities
• Interactive Voice Response (IVR) and self-service
• Unified communications and collaboration
• Voice services (Genesys Cloud Voice, BYOC)
• Agent Copilot
• Virtual Agent
• Knowledge management tools
• Predictive engagement
• Predictive routing
• Conversational intelligence
• Work automation
• Web messaging, email, SMS, in-app messaging
• Third-party messaging integration (WhatsApp, Apple Messages for Business, Facebook, Instagram)
• Co-browse and screen share
• Digital User Tracking
• Real-time performance insights
• Gamification
• Learning and development
• Coaching
• AI-powered forecasting and scheduling
• Capacity planning
• Time off management
• Monitoring and adherence
• Mobility apps (Tempo)
• Quality management and evaluations
• Voice of the customer
• Interaction transcription
• Topic detection, management, and interaction
• Topic miner
• Customer sentiment and acoustic analysis
• Agent empathy analysis
• Dictionary management
• Content search with topic and sentiment trends view
• AI translate
• AI scoring
• AI summary
• AppFoundry Marketplace access
• Bot integration (Amazon Lex, Google Cloud)
• Text-to-speech (TTS) integration
• CRM and case management integration
• Proactive notifications
• Scheduled callbacks
• Agentless API
• Customizable performance dashboards
• Cloud-native architecture
• Security, privacy, and compliance (HIPAA, HITRUST, GDPR, PCI)
• Ethical AI principles
• Global Media Fabric for voice services
• Developer tools and resources (REST APIs, SDKs)

Use cases

• Creating personalized end-to-end customer experiences at scale
• Orchestrating human and AI workforce around customer needs
• Delivering automation that feels human
• Making every experience more efficient for teams
• Optimizing customer journeys in real time with AI-powered insights
• Connecting experiences across the enterprise with unified data, tools, and systems
• Modernizing contact centers with CCaaS solutions
• Improving customer loyalty and employee retention
• Increasing customer satisfaction (CSAT) and employee satisfaction (ESAT)
• Reducing operational costs
• Handling complex customer needs with AI agents that can reason, act, and adapt
• Providing AI assistance to agents, supervisors, and administrators
• Automating repetitive tasks for agents
• Surfacing relevant information at the right time for customers and agents
• Improving service quality in every interaction
• Enhancing self-service with AI-powered bots
• Managing inbound and outbound customer communications across channels
• Optimizing workforce engagement and performance
• Forecasting and scheduling workforce needs
• Analyzing customer behavior and journey insights
• Ensuring compliance and security for customer data
• Streamlining patient communication and care management in healthcare
• Automating rote tasks in financial services
• Providing omnichannel connectivity for banking information
• Managing sales and marketing communications in life sciences
• Supporting clinical trials and physician support
• Enhancing retail customer service, including order tracking and product suggestions
• Proactive engagement with customers based on predictive analytics
• Building custom bots and applications
• Integrating with CRM, UCC, and business intelligence systems
• Global operations and multilingual support

AI approach

Genesys is an AI-first company that builds its own proprietary AI models and integrates them natively into its Genesys Cloud CX platform. The platform uses 'agentic AI' for experience orchestration, enabling AI agents to reason, act, and adapt across customer experiences. It provides AI-powered features like virtual agents, predictive routing, agent and supervisor copilots, speech and text analytics, and AI Studio for building AI experiences. The AI is designed with accountability, transparency, and governance at its core, focusing on ethical AI development.

Tech named: agentic AI, AI agents, native voicebot, predictive routing, Agent Copilot, Speech and text analytics, Supervisor Copilot, Virtual Supervisor, Native bots, Predictive engagement, AI Studio, AI Guides, Knowledge workbench, Knowledge optimizer, AI Experience tokens, AI-guided scripts and flows, Enhanced post-interaction summaries, Automatic knowledge surfacing and answer highlighting, AI-powered forecasting, AI scheduling, Interaction transcription, Topic detection, management and interaction, Topic miner, Customer sentiment and acoustic analysis, Agent empathy analysis, AI translate, AI scoring, AI summary, Conversational intelligence, Large Action Models (LAMs)

Industries served

• Financial Services
• Healthcare
• Retail
• Insurance
• Software Development
• Telecommunications
• Education
• Shipping

What it says sets it apart

• Agentic AI at its core, enabling AI agents to reason, act, and adapt
• AI-Powered Experience Orchestration platform connecting people, systems, and data
• Over 25 years of history and 8,000+ total customers in 100+ countries
• Supports 7B+ conversations quarterly
• 30+ compliance certifications
• Unified platform combining customer engagement, workforce engagement, and journey management
• Native AI built into every part of the platform, not just an add-on
• Open, API-first, cloud-native architecture for agility, scalability, and innovation
• Flexible pricing options, including consumption-based models (tokens)
• Comprehensive AppFoundry Marketplace with over 600 apps and integrations
• Strong focus on ethical AI, security, privacy, and resilience
• Recognized as a leader by Gartner, IDC MarketScape, and Forrester in CCaaS and Conversational AI
• Genesys Cloud Copilots provide AI assistance for agents, supervisors, and administrators
• Global Media Fabric for reliable voice coverage across 46+ countries
• Ability to integrate with existing technologies and ecosystems (e.g., Salesforce, ServiceNow, Epic, Guidewire, Duck Creek)
• Proven track record of driving significant business outcomes (e.g., CSAT increase, cost reduction, NPS improvement)