Genesys
Agentic AI CX platform that connects customer intent to people, systems and workflows to automate and resolve experiences across voice and digital channels
The product is an agentic AI customer experience platform that connects customer intent to people, systems and workflows to automate and resolve interactions across voice and digital channels, including workforce optimization, analytics and journey orchestration. It is for support and operations leaders and enterprise contact center teams in industries such as financial services, healthcare, retail, insurance and government. It is delivered as a SaaS cloud platform with APIs and integrations.
Key features
- AI automation
- Virtual agent
- Copilots
- AI Studio
- Knowledge management
- Voice services
- Automatic call distribution
- IVR
- Digital customer engagement
- Web messaging
- WhatsApp messaging
- Email engagement
- Social media engagement
- Workforce optimization
- Conversational intelligence
- Quality assurance
- Employee performance management
- Workforce forecasting
- Customer journey management
- Analytics and reporting
- Orchestration
- Predictive engagement
- No social media activity detected
GTM channels
- Blog
- Newsletter
- Partner program
- Marketplace
- Community
- API
- Docs
ICP
- Customer support teams
- Enterprises
- Operations teams