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Choose any cloud with the multicloud contact center solution

Meet complex requirements to personalize experiences at scale.

Power personalized customer experiences at scale

Global enterprise contact centers have complex needs — from the latest communication channels to flexible deployment options. Genesys EngageTM contact center software is the solution of choice for leading global brands that need sophistication and scale.

The full-featured Genesys Engage omnichannel engagement solution supports your larger digital transformation initiatives. And it gives you a competitive edge in today’s market.

What Genesys Engage can do for you

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Unified experiences

Unify all voice and digital channels, self-service, work items, and inbound and outbound interactions. Get the foundation you need to create more holistic, personalized experiences for your customers and employees.

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Powerful routing

Match the right resource to the right customer for better results. Best-in-class enterprise routing makes the most of automated and assisted engagements. Monitor it all in real time with unparalleled analytics.

Contact center analytics and reporting

Flexibility and control

Choose the deployment model that’s best for you: on-premises, public cloud or private cloud. Customize your environment with pre-built integrations or flex your developer muscles and build using our APIs and SDKs.

See what Genesys Engage can do

Customer self-service

Speech-enabled IVR

Provide customer self-service and agent-assisted service with IVR flows you can administer yourself while leveraging the industry’s best speech recognition capabilities. And, if an agent is needed, seamlessly transition the customer — with full context — to the right agent at the right time.

Voicebots

Simplify the customer journey with conversational voicebots that move freely across interactions and channels. Manage, unify and orchestrate any bot across phone calls, webchat, mobile messaging and smart speakers.

Chatbots

Give customers 24/7 self-serve assistance with artificial intelligence (AI)-powered chatbots. Integrate voicebot and chabot interactions using built-in Genesys bots and third-party options from your favorite cloud vendors.

Digital channels

Chat

Web chat lets you quickly resolve any customer situation, enabling your agents to respond immediately or proactively step in if a transaction stalls. Easily transition from a self-service chatbot to a live agent with full interaction and customer context.

Email

With Genesys Engage software, email is integrated into the consistent omnichannel experience your business provides. Set up appropriate auto-responses and route emails to the right agent group based on content analysis.

SMS and messaging apps

SMS and messaging apps create conversations that can live forever. Context and content are never lost, and conversations can resume at any time — right where they left off. This allows customers to interact with you at their own convenience.

Co-browse and screen share

See what your customers see and make interactions simple and painless with co-browse. If customers are having trouble, they can share their browser pages with your contact center agents or knowledge experts. And they can chat or talk with an agent or expert at the same time.

Inbound routing

Skill- and cost-based routing

Inbound voice routing uses your company’s defined business priorities to segment and prioritize interactions by agent skill and cost-effectiveness. This enhances your ability to meet your SLAs for all voice interactions — without creating complex routing strategies or adding resources.

Callback

If your contact center is busy, you can use the IVR to offer a callback option, while callers keep their positions in the queue. Scheduling immediate or delayed callbacks increases customer satisfaction, eliminating the need to wait on hold to speak with an agent.

Workload distribution

Manage automated processes for workstreams across an entire organization. Create a streamlined process flow that includes SLAs for tasks across an entire company and integrates with a variety of systems (ERP, CRM, etc.) — even homegrown integrations.

Outbound campaigns

Campaign management

Create long-lasting opportunities with advanced outbound campaigns. The built-in Genesys Engage automated outbound dialer has the features, power, scale and flexibility you need to manage campaigns, assign rules, import lists, automate jobs and report on results.

Inbound/outbound blending

Genesys outbound software supports blended agents. By blending inbound and outbound calls — either to a specific agent group or to the entire population of agents — you can increase agent utilization, reduce overall call wait times and smooth overall call volume.

Proactive notifications

Reach out proactively in a timely, personalized and contextual way. Automate notifications using voice or SMS to save time and keep customers informed.

Compliance rules

Every uploaded contact record is enriched with global compliance data. This feature enables business users to consistently adhere to global and regional regulatory requirements.

Workforce engagement

Employee performance

Track, manage and boost your service levels with tools to monitor performance, support employee development and engage with workers in ways that drive results. Empower your managers, increase speed to competency for new hires and gamify contact center KPIs.

Resource management

Allow workforce managers to work with short-term forecasts and improve forecasting efficiency by leveraging AI. Simplify your workforce scheduling with flexible rules, manage time off and provide accessibility through a single unified employee user interface.

Quality assurance

Follow your customer experience interactions closely to maintain quality and adhere to corporate policies. With interaction recording and screen recording, you can record all interactions, including voice calls and employee screens.

Reporting and analytics

Out-of-the-box and customized reports

Measure key contact center KPIs on Day One. A collection of more than 30 voice and digital reports based on industry best practices are available out-of-the-box. The user-friendly platform has drag-and-drop functionality that lets you build new reporting visualizations in minutes.

Management-friendly dashboards

Facilitate real-time analysis and monitoring of all your critical contact center activities and data. You can empower users to meet their own reporting needs via self-service capabilities, including combining multiple reports into one view and creating unique reporting stories.

Real-time and historical views

The Genesys Engage CX Insights portfolio lets you view historical and real-time insights with scheduling and contact-routing strategies by using statistics collected about agents, agent groups, queues, routing points and more. Find out exactly what your data is telling you.

Integrations and apps

CRM integrations

Say goodbye to lengthy professional service engagements. Pre-built CRM integrations are available for Salesforce and Microsoft Dynamics 365. These built-in integrations deploy quickly, configure easily and provide intelligent routing for all interaction types, automated logging and screen pops.

AppFoundry Marketplace

Whether you want to integrate with a business intelligence system or introduce capabilities like agent gamification, our growing AppFoundry Marketplace has a solution to meet your needs. Genesys Engage also offers native availability to integrate with third-party workforce management systems.

APIs and SDKs

Build what you envision, in any programming language, using the same fully secured and versioned public REST API that Genesys developers use. Our APIs, SDKs and open-source projects are continually updated; and our Developer Community is eager to help.

AI-optimized operations

AI-powered bots

To complement your self-service strategy, render bots across all channels — from web and mobile to messaging apps and voice. Intent classification ensures your customers are connected to the right self-service process or agent skill, improving containment and first-contact resolution.

Predictive routing

Predictive routing harnesses the power of AI to get the results you define as most important. Whether your goal is to improve customer satisfaction, increase efficiency or drive revenue, you can customize the model that determines the best agent-to-customer match.

Predictive engagement

Predictive engagement lets you proactively observe and analyze customers’ attributes and behaviors when they’re on your website or interacting with your contact center. You can better predict what customers are trying to achieve when they interact with your brand — and respond accordingly.

Security and reliability

Proactive security

Genesys Engage maintains strong encryption, logical isolation, stringent multi-tenant security standards and multi-factor authentication. Industry-leading monitoring tools and quality assurance processes make sure our security experts proactively find issues long before they affect you.

Comprehensive risk management

A comprehensive approach to security safeguards your critical data and protects your assets from threats. We take a multi-faceted approach to mitigating risk, including ensuring that the entire Genesys ecosystem is thoroughly monitored and evaluated for potential risks.

Industry compliance

Genesys maintains multiple key industry and regional certifications. This means your business can ensure your customers’ data remains private and that your operations comply with critical regulations — regardless of your industry or location.

Secure. Resilient. Compliant.

Genesys Engage software meets and exceeds modern security standards. Key third-party certifications and rigorous regulatory compliance mean you can trust that customer and business data remains private — no matter your industry or location.

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1. Genesys also uses Standard Contractual Clauses for data transfers to the United States. 2. Only available for Genesys Engage. 3. Learn about our FedRAMP-certified solution.

What our customers are saying

Flexible infrastructure, deployment and management

Tailor your infrastructure, deployment and management models to fit your business needs. Our multicloud approach offers the choice of private cloud, public cloud and on-premises deployments — from your preferred cloud vendor. Genesys has forged strategic alliances and partnerships that make it easy to build a rich multivendor ecosystem and maximize your investments.

AWS

Amazon Web Services

Create extraordinary customer experiences with speed, scale and resiliency. Accelerate your adoption of AWS and deliver more connected customer and employee journeys.

Google Cloud

Google Cloud

Combine natural language understanding and speech capabilities from Google Cloud with industry-leading cloud contact center software from Genesys.

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Microsoft

Provide tailor-made experiences and leverage your existing investment in an enterprise cloud platform that’s build for security and scale.

Browse our app marketplace for out-of-the-box integrations, add-ons and plug-ins

It’s easy to connect your Genesys solution with other mission-critical systems like CRM systems, HR programs, workforce management, business intelligence tools, third-party AI and more.

We have options to fit your needs

Keep it simple with the Genesys Cloud solution

Start simple with the easy, all-in-one contact center solution as your foundation in the cloud. And when the time is right, build on top of it for a custom fit.

Extend easily with the Genesys Cloud platform

Build on the easy, all-in-one solution with the Genesys Cloud™ platform. It offers robust customization and extensibility to meet your unique business needs.

Stay compliant with the MAXIMUS Genesys Engagement Platform

Fulfill your mission and deliver optimized citizen experiences. This FedRAMP-authorized solution lets citizens communicate with your agency across all channels.

See all you can do with Genesys Engage.

Request a demo to see how Genesys Engage software enables fluid conversations across digital and voice channels in an easy, unified interface.

Discover how your company can reap the benefits of a sophisticated and feature-rich solution, transforming your contact center into an experience center virtually overnight.

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