Use Predictive Engagement to observe and analyze visitors in real-time on your website, and offer the most appropriate and effective channel to help them complete their journey

Create and organize libraries of standard text responses to commonly asked questions that agents can use as they assist customers

Agents interact with customers directly from your website using web chat — automatic call distribution (ACD) routes chat interactions to agents in queues

Co-browse enables agents and customers to share the same view of a webpage or web application

Agents respond to customer email messages — automatic call distribution (ACD) routes email messages to agents in queues

Create a comprehensive repository of customer data that agents can take advantage of as they assist customers

Agents send and receive interactions from third party messaging platforms , such as Facebook, Twitter, and Line— automatic call distribution (ACD) routes messages to agents in queues

Screen share enables agents to see the customer's screen during an interaction

Agents send and receive SMS interactions — automatic call distribution (ACD) routes SMS messages to agents in queues

The highly configurable web chat widget enables customers to chat with agents directly from your website

Genesys Cloud Edge handles media processing, SIP, and telephony services in a single survivable appliance

Automatic call distribution (ACD) dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent

Configure and provision supported phones — WebRTC phones, managed and unmanaged SIP phones, and remote phones

Use dynamic views, dashboards, and reports to see contact center performance and metrics

Perform basic and advanced Genesys Cloud CX administration procedures

Create scripts to help agents process interactions and to ensure consistent handling of interactions

The Genesys Cloud CX Developer Center contains the tools and documentation for working with Genesys Cloud CX APIs and SDKs

Discover, research, and connect with a broad range of customer service applications, integrations, and services in AppFoundry that meet your unique needs

Genesys Cloud onboarding steps and billing information

Create Genesys Cloud CX embedded clients to access a version of Genesys Cloud CX inside third-party systems or as browser extensions for use with any web app

Create client applications and premium applications to host a third-party application inside Genesys Cloud CX

Genesys Cloud CX security and regulations compliance for GDPR, HIPAA, and PCI DSS

Conduct outbound dialing campaigns using contact lists, contactable times, Do Not Contact lists, wrap-up codes, call analysis responses, and rule sets

Conduct outbound messaging campaigns using contact lists, contactable times, Do Not Contact lists

Use Architect to link together predefined operations to create simple or sophisticated menu applications

Use Genesys ASR and TTS engines or add third-party TTS engine integrations to expand language options

Use third party voice and chatbot integrations to interact conversationally with customers

Activate and manage Genesys Cloud CX Voice for your organization

Use Collaborate to connect with people in your organization using chat, video chat, and document sharing on your browser, desktop, or mobile phone

Use call recording to record both calls and ACD calls, use policies to record which ACD calls to record and how long to retain the recordings

Use quality management to record and evaluate agents and interactions to improve the contact center experience

Use screen recording to record an agent's screen during ACD interactions for quality and management purposes

Use automated speech and text analytics capabilities on interactions to provide deep insight into customer-agent conversations

Use workforce management to configure management units, set up activity codes, manually create schedules, and more

PureConnect Predictive Engagement is a customer journey analytics platform that analyzes all kinds of customer journey behavior and data

PureConnect Chat incorporates chat interactions into your customer's overall engagement history, routing them to the agents whose expertise best matches their needs

PureConnect Co-browse enables two or more people to view and interact with the same webpage simultaneously

PureConnect Email supports and integrates with various email platforms to provide access to customers' email channels

PureConnect Fax is a stand-alone, desktop application that allows users to send, receive, compose, view, forward, and print faxes from their workstation

PureConnect IPA takes a communications-based approach to process automation, taking advantage of and building on the existing technologies and features

PureConnect SMS is an integrated SMS (Short Message Service) server subsystem that connects with external SMS brokers to exchange messages

PureConnect Social Media allows your contact center agents to receive and reply to inbound messages of various types from platforms such as Facebook and Twitter

Use Genesys Widgets to enable features such as web chat, calls and callbacks, or chatbots

PureConnect Calls provides many ways to handle and manage calls

PureConnect CX Insights is a web-based data visualization application that allows you to view and analyze real-time agent status and workgroup activity

PureConnect Interaction Conference enables authorized users to schedule and host conference calls for internal and external use

PureConnect Interaction Designer is a graphical application used to create handlers (programs) that control interaction processing behaviors

PureConnect Interaction Director is a call routing solution for multi-site contact centers that provides scalable, reliable, and configurable pre- and post-call routing

PureConnect Interaction Marquee uses the Customer Interaction Center (CIC) server to collect statistics and deliver them to a variety devices where they can be displayed in near real-time

PureConnect Interaction Media Server handles the RTP audio streams for VoIP-enabled IC servers and it manages IP resources to serve large numbers of callers and agents on a single system

PureConnect Interaction Report Assistant guides you in designing a special report for your specific needs

PureConnect Interaction Reporter allows you to generate pre-defined reports, based on historical information

PureConnect Interaction SIP Proxy routes SIP requests to a LAN, WAN, or to the PSTN, and it provides a number of reliable SIP call routing options

PureConnect Interaction Supervisor is CIC's real-time performance monitoring system that displays metrics and sends notifications when user-defined thresholds are reached

PureConnect Interaction Tracker enables CIC users to view the interaction histories between CIC users and outside people, or between CIC users, by maintaining a database of CIC users and their associated interactions

PureConnect Interaction Voicemail is a stand-alone desktop application for managing voicemails, with a common interface for all supported mail platforms

PureConnect Packaged Hardware includes servers with preinstalled software, SIP telephones, and media gateways

PureConnect Phones can reduce initial IP phone configuration time and ongoing maintenance with managed IP phones

PureConnect Scheduled Reports allows Customer Interaction Center users to schedule reports to run on a daily, weekly, or monthly basis, and it can distribute those reports to multiple locations

PureConnect APIs are application programming interfaces (APIs)

PureConnect IC Business Manager is a framework that hosts several different CIC applications used to monitor and manage a contact center

PureConnect Interaction Connect is a browser-based interaction manager offering call control functionality, chat features, and status management

PureConnect Interaction Designer is a graphical application to create handlers (programs) that control interaction processing behaviors in Customer Interaction Center (CIC)

PureConnect Interaction Desktop is our Windows-based interaction manager offering call control functionality, chat features, and status management

PureConnect Interactive Update allows CIC administrators to manage release and patch updates to CIC and other PureConnect products and to download and apply the updates to client workstations and other devices on the CIC system network

Oracle Service Cloud Integration incorporates Interaction Desktop in your familiar Oracle Service Cloud interface

PureConnect Packaged Hardware includes servers with preinstalled software, SIP telephones, and media gateways

Salesforce Integration provides advanced CIC call controls inside the third-party customer relationship management (CRM) system Salesforce

SAP CRM Integration provides functionality of Interaction Desktop and Interaction Connect with the SAP IC Web Client using a combination of APIs, web tools, and remote access

Siebel Integration allows the Siebel agent to conduct all phone operations while providing a powerful screen pop to a Siebel view, based on data collected in the phone system

Skype for Business Integration PureConnect integrates with Microsoft Lync 2013 and Skype for Business 2015 to provide a new range of capabilities for users of both systems, including IM, voice, and video

Unified Messaging Integration organizes voicemail, fax, email, and text messages as objects in a single mailbox that a user can access either with an email client or telephone

Workforce Management Integration collects historical statistics and real-time user status updates from your CIC server and makes them available to your third-party workforce management software

PureConnect Interaction Dialer adds predictive dialing, manual dialing and outbound campaign management features

PureConnect Interaction Scripter enables campaign script developers to create standard or custom scripts for agents to use in Interaction Dialer outbound campaigns

PureConnect Interaction Attendant automatically answers a call, presents the caller with menu choices, then routes the call according to the caller's choice

PureConnect Speech integrates with Interaction Speech Recognition or third-party ASR software to provide speech recognition capabilities

PureConnect Interaction Feedback is the PureConnect Customer Feedback Management solution for automated post-call and on-demand customer surveys

PureConnect Interaction Optimizer uses forecasting, scheduling, and real-time schedule adherence allowing a contact center to plan for and ensure optimal staffing and service levels at any given time

PureConnect Interaction Quality Manager features include the ability to record and assess calls, emails, chats, and social media interactions, for agent coaching and quality measurement

PureConnect Interaction Recorder and Interaction Screen Recorder provide the ability to search and playback media recordings and to manage quality assessment control, in order to enhance performance and achieve operational goals

PureConnect Interaction Web Portal combines several key call center management features to track your call center activity through a simple web-based portal

Genesys Predictive Engagement analyzes visitor activity in real time, predicting and facilitating the steps that each customer needs to take to successfully navigate their journey

Genesys Multicloud CX chat incorporates chat interactions into your customer's overall engagement history, routing them to the agents whose expertise best matches their needs

Genesys Co-browse is a pure JavaScript and HTML solution that allows an agent and a customer to browse the same web page at the same time, by sharing the same instance of a browser window

Genesys Multicloud CX email incorporates email interactions into your customers' overall engagement history, routing them to the agents whose expertise best matches their needs

Genesys Multicloud CX Inbound SMS integrates Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers

Genesys Intelligent Workload Distribution (iWD) creates a global task list—sorted on business value—that distributes your workitems to the right resource at the right time

Genesys Messaging (WhatsApp) allows exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers

Genesys Multicloud CX Social (Facebook and Twitter) allows you to receive and send messages, posts, comments, likes, tweets, and retweets on the world's top two social engagement platforms, Facebook and Twitter

Genesys Widgets is a collection of lightweight and highly configurable widgets that are optimized for mobile devices and support a variety of communication channels

Genesys Multicloud CX callback lets your customers choose how they would like to be contacted when you can't offer on-demand, low-wait agent help

Genesys Designer is a web-based tool for developing self-service and assisted service applications, including voice, that run on the Genesys platform

Genesys Multicloud CX reporting provides the information you need to understand what's going on right now in your contact center—or to see how it performs over time

Genesys Multicloud CX voice incorporates easy voice-interaction-handling into your contact center, routing calls to the agents whose expertise best matches customer needs

Genesys Multicloud CX voicemail integrates with Genesys SIP Cluster to provide SIP-based voicemail and a SIP feature manager for Genesys contact centers

Genesys Multicloud CX Agent Desktop empowers contact center agents to communicate with customers and team members through all of your interaction channels

Use Genesys Multicloud CX Agent Setup to manage your cloud-based contact center and agent accounts for products such as Agent Desktop and Gplus Adapters

Use Genesys Multicloud CX Cloud Data Download Service to securely export and download your contact center data

Use Genesys Task Routing to submit work items to Genesys from an external source—such as Salesforce or NetSuite—so you can treat them like other Genesys interactions

Use the Genesys Multicloud CX Gplus Adapter for Salesforce to handle contact center interactions seamlessly within Salesforce

Genesys Multicloud CX Developer Center has the reference materials and tools you need to work with the Genesys Multicloud CX APIs

CX Contact is a web-based application you can use to set up and manage outbound campaigns

Genesys Dialog Engine, the Genesys chat bot, optimizes the customer journey by providing Intelligent Automation with intelligent, natural-language responses to user questions

Use Genesys Multicloud CX Coaching to help managers, supervisors, quality-monitoring personnel, and agents with training processes

Genesys Recording, Quality Management, and Speech Analytics leverages recorded customer interactions by analyzing each one for critical business topics and events

Use Genesys Multicloud CX Workforce Management (WFM) to create staffing plans based on projected contact volumes and average handle times, as well as the various skills and skill levels of your agents