Genesys Cloud CX
AI-powered experience orchestration and contact center platform for voice and digital customer interactions
The product is an AI-powered experience orchestration and contact center platform that manages customer and employee interactions across voice and digital channels, automating responses, routing, and workforce management. It sells to support, operations, customer experience and IT teams in mid-market and enterprise B2B organizations across industries such as financial services, healthcare, retail, insurance and government. It is delivered as a SaaS cloud platform with integrated AI automation, analytics, and APIs.
Key features
- AI automation
- Virtual agent
- Copilots
- AI Studio
- Knowledge management
- Voice services
- Automatic call distribution
- IVR
- Digital customer engagement
- Web messaging
- WhatsApp integration
- Email integration
- Social media engagement
- Workforce optimization
- Conversational intelligence
- Quality assurance
- Employee performance management
- Workforce forecasting
- Customer journey management
- Analytics and reporting
- Predictive engagement
- Orchestration
- No social media activity within the last 30 days
GTM channels
- Blog
- Newsletter
- Partner program
- Marketplace
- Community
- API
- Docs
ICP
- Enterprises
- Customer support teams
- Operations teams
VendorGenesys