Genesys Software Products

 Genesys Software Products

#1 Ranked Customer Interaction Management Software

Genesys is recognized by the industry as being the best-in-class customer interaction management software product.

Genesys Software Suite

As shown below, the Genesys suite includes a rich set of applications which are modular and tightly integrated together.

Genesys Software Products


Genesys offers solutions for almost any contact center. It supports integration with every major PBX, leading voice-over-IP (SIP) platforms, and a wide variety of workforce management systems, CRM systems, quality monitoring and third party IVR systems. This enables a contact center to protect its current investment while providing a platform for future growth. Especially valuable for companies with a wide range of existing technologies and operational complexity, Genesys provides the answer for companies to build a dynamic, world class contact center.

The Dynamic Contact Center

Genesys software enables contact centers to be dynamic.

Most contact centers use static customer service systems that simply react to external conditions. Within this environment response to change cannot be addressed – one moment traffic may spike and cause service delays while the next moment agents sit idle. As a result, contact centers are beginning to re-examine their current model in favor of a more dynamic approach - the Dynamic Contact Center.

A Genesys solution can provide a Dynamic Contact Center that can respond to the ever-changing dynamics of customer service and sales by orchestrating resources and contact center capabilities to align with customer needs and business objectives.

The ten capabilities of a Genesys Dynamic Contact Center are:

  1. Consolidation and Virtualization of Resources - Unifies disparate technologies and contact centers
  2. Proactive Contact Management - Generates campaigns for informing customers
  3. Reporting and Analytics - Brings historical and real-time views into the contact center
  4. Branch, Remote and Expert Integration - Utilizes specialized resources outside of the contact center
  5. Business Process Routing - Integrates work items from the back office into the contact center
  6. Customer-Centric Routing - Routes any interaction to the right resource regardless of location
  7. Internet and Multimedia Integration - Integrates non-voice interactions with a consistent experience and outcome
  8. Real-time Recommendation - Empowers agents by anticipating customer needs at the ideal time
  9. Workforce Management and Optimization - Forecasts and schedules contact center resources
  10. Integrated Self-Service - Enables touch-tone or speech applications where customers can complete service requests
For more information about Genesys see www.genesyslab.com		   What is Customer Interaction Management technology?
What is Customer Interaction Management technology? - Tour


The Art of the Possible - Contact Center White Paper
The Art of the Possible - White Paper