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Genesys

Available through IT Raven

  • Unified Communications
  • Contact Center and CX

Genesys Cloud is an AI-powered contact center platform that runs customer and employee engagement across channels on one cloud system. It is a widely used experience-orchestration platform whose idea is to coordinate every step of a customer's journey from a single place rather than a patchwork of separate tools and vendors. Built natively in the cloud with an API-first, open design, it combines customer engagement, workforce engagement and journey management in one all-in-one platform, and applies AI to surface insights, predict customer needs and automate routine work. Because it is cloud-based, a business can scale licenses up and down with demand, including sudden spikes, and let staff work from anywhere. For an organization that wants a single, scalable, AI-powered contact center instead of bolted-together solutions, Genesys Cloud is an enterprise-grade platform.

Best for

  • Organizations that want customer engagement, workforce engagement and journey management on one platform.
  • Contact centers replacing a patchwork of separate tools and vendors with a single cloud system.
  • Operations with variable or seasonal demand that need to scale agent licenses up and down quickly.
  • Teams that want AI to predict customer needs, surface insights and automate routine interactions.
  • Companies that want the phone system and agent collaboration tools inside the same platform as the contact center.

A very small support team with simple, single-channel needs gets less from a broad enterprise experience platform.

What they offer

Contact Center. Genesys Cloud CX, a cloud contact center that unifies customer engagement, workforce engagement and journey management in one platform across channels, built natively in the cloud with an API-first, open design so a business can scale licenses with demand and support remote and hybrid agents. Inbound and outbound voice, callbacks, email, chat, text, messaging apps and social all pass through one routing engine to one agent desktop, and a built-in outbound dialer lets agents move between inbound queues and outbound campaigns.

CX and Conversational AI. AI woven through the platform to gain deeper customer insight, predict needs, orchestrate journeys and automate routine work, including conversational AI, bots, knowledge and agent assist. Self-service phone menus are built in a drag-and-drop editor, so prompts, data lookups and transfers can be changed by your own staff without a professional services engagement.

Workforce Engagement Management. Forecasting and scheduling, quality management, call recording and employee performance tools are part of the platform itself, so there is no separate workforce product to buy and integrate.

Cloud Phone Systems. The phone system and collaboration tools come with the platform: a softphone that runs in a browser with a headset and no installed software, voicemail, group ring, video meetings, screen share, team chat and a company directory. You can use Genesys as your carrier or bring the carrier you already have.

Coverage

  • US (Nationwide)

Coverage is a starting point. We check every address before we quote it.

Proof

A city government whose callers had waited on hold as long as two hours moved its call center to Genesys Cloud and brought its average speed of answer down to 14 seconds, while gaining the ability to scale licenses quickly during emergencies such as hurricanes.

Good to know

  • Genesys Cloud is a broad platform. Its value grows when you use its engagement, workforce and journey capabilities together rather than one piece.
  • It is cloud-native and license-based. Confirm the channels, AI features and license model that fit your operation.
  • It connects to CRM, HR and business intelligence systems through pre-built integrations, and its AppFoundry marketplace lists hundreds of ready-made applications, many with one-click installation. Confirm the ones you rely on exist before you plan around them.
  • It runs across several Amazon Web Services (AWS) regions, each on independent data centers, which gives it geographic fault tolerance and keeps your data in your region. The 2020 overview lists HIPAA, PCI, GDPR, SOC and CCPA among the standards it works to meet; ask for current attestations.
  • The product overview read for this page is 2020 material and the one-page summary is from 2024, so the channel and AI feature lists have moved. Ask for the current ones.
  • Product names here are the company's own material.

Similar companies

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

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  2. 02

    We bring back real options

    A person shops the bench against your addresses, then walks you through what fits and what does not.

  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.