Genesys Cloud CX

Genesys Cloud CX is an award-winning, all-in-one Contact Center as a Service (CCaaS) platform that is based on a modern, microservices-driven public cloud architecture. This design offers exceptional scalability, robustness (with guaranteed high uptime), and the capacity to swiftly deploy new features on a weekly basis, making it a genuinely future-proof solution for small, medium, and big organizations throughout the world.

The platform's key function is Experience Orchestration, which uses native Artificial Intelligence (AI) to proactively and predictively manage the whole customer journey across all touchpoints. It consolidates voice, email, chat, SMS, and social media interactions into a single, user-friendly Unified Agent Desktop, ensuring that agents always have the whole customer context, history, and path map for tailored support.

Key AI features embedded across the platform include Predictive Routing, which matches customers with the best-suited agent based on skills and likelihood of desired outcomes; Virtual Agents (voicebots and chatbots) for sophisticated 24/7 self-service automation; and Agent Assist, which provides real-time guidance, suggested next steps, and automated interaction summaries to improve agent performance and resolution rates.