Genesys

Overview

Genesys is a prominent American software company founded in 1990, focusing on customer experience (CX) and call center technology for mid-sized and large businesses around the world. Established by Gregory Shenkman, Alec Miloslavsky, and others, Genesys aims to enhance customer service by integrating various communication channels and customer data for seamless interactions.

The company offers a wide range of cloud-based and hybrid cloud software solutions that manage omnichannel customer journeys, including intelligent call routing, IVR, email, chat, social media messaging, screen sharing, self-service options, workforce optimization, and analytics. Serving over 11,000 customers in more than 100 countries, Genesys helps organizations improve customer satisfaction and operational efficiency through advanced CX technology and innovation.

Basic Information

Contact Details

• Phone: +1 650-466-1100
• Website: genesys.com
• LinkedIn: linkedin.com/company/genesys

Key Focus Areas & Initiatives

• Call center software
• Cloud contact center
• Customer experience software
• Contact center as a service
• Customer self-service
• Workforce engagement management
• Workforce planning
• Enterprise call center
• Outbound call center services
• Digital customer engagement
• Conversational AI
• Chatbots
• Automated routing
• Web messaging
• SMS messaging
• IVR self-service
• Web hosting
• Software development
• Multicloud CX
• Scalable contact center
• AI automation in contact centers
• Global CX solutions
• B2B
• Cloud security and compliance
• Personalized customer engagement
• Automation
• Cloud architecture design
• Personalized engagement
• Multi-channel engagement
• Hybrid cloud contact center
• Customer retention strategies
• Consulting
• Customer experience optimization
• Cloud contact center software
• Services
• Cloud-native contact center
• Customer retention and loyalty strategies
• AI-driven insights
• Customer service software
• Cloud-native architecture
• Employee engagement AI tools
• Customer service optimization
• Contact center scalability solutions
• Customer data silos integration
• AI-driven customer insights tools
• Contact center scalability
• Employee experience management
• Contact center performance analytics
• Retail
• Personalized customer support
• Customer experience innovation
• B2C
• Digital channels integration
• E-commerce
• Multi-channel engagement platforms
• Enterprise CX solutions
• AI-enabled customer journey management platforms
• Digital engagement channels
• Customer data security
• Digital channels support
• Customer loyalty and retention
• Cloud contact center solutions
• Cloud-native architecture design
• Cloud-based CX platform
• Scalable multichannel support
• Global customer support solutions
• Cloud platform development
• AI-driven customer insights
• Customer data integration
• Multi-channel customer support
• Digital customer engagement platforms
• AI-powered experience orchestration
• Customer data integration platforms
• Customer experience transformation strategies
• Cloud architecture
• AI and machine learning in customer experience
• AI-powered customer experience
• Multicloud deployment
• Contact center security and compliance
• Cloud deployment options
• Cloud platform development tools
• Customer data security standards
• Customer experience excellence
• Customer experience excellence strategies
• Customer retention tools
• Customer data security standards and practices
• Customer interaction management
• Contact center security
• Cloud security and compliance standards
• Digital channels support tools
• Customer experience transformation
• Customer experience management
• Customer experience platform
• AI-powered self-service solutions
• AI-enabled journey management
• Government
• Sustainability
• AI-powered analytics tools
• Financial services
• Customer loyalty programs
• End-to-end customer experience
• AI-powered analytics and insights
• Experience orchestration platform
• AI-enabled customer journey management
• Omnichannel customer support
• Global contact center solutions
• Customer experience platform solutions
• AI-powered analytics
• Customer journey orchestration
• AI automation tools
• End-to-end journey orchestration
• Hybrid cloud contact center solutions
• Digital transformation
• Employee productivity tools
• AI and machine learning in CX
• Customer experience
• Cloud computing
• Contact center performance
• AI experience orchestration
• Customer experience optimization tools
• Hybrid cloud solutions
• Customer service software solutions
• AI-powered self-service
• Omnichannel CX
• AI automation
• Contact center security measures
• Global customer support
• Multi-channel customer engagement
• D2C
• AI and automation in CX
• Contact center software
• Cloud deployment flexibility
• End-to-end customer journey
• Customer experience innovation tools
• AI insights and analytics
• Contact center performance analytics tools
• AI-powered customer journey
• Contact center automation
• Omnichannel CX support tools
• AI analytics
• AI-enabled workforce management tools
• Scalable customer support
• Computer systems design and related services
• Scalable contact solutions
• AI and automation integration
• Customer journey management
• Personalized customer interactions
• AI-enabled workforce management
• AI-powered analytics platforms
• Cloud deployment flexibility solutions
• Multi-channel support
• Workforce engagement AI tools
• Customer loyalty enhancement
• Employee engagement tools
• Healthcare
• Customer interaction analytics
• Multicloud CX deployment
• Cloud-native contact center architecture
• Innovation
• Contact center automation solutions
• Customer loyalty solutions
• Customer interaction platform
• Comprehensive contact center
• Automated interactions
• API integrations
• Real-time analytics
• Intelligent routing
• Employee efficiency
• Flexible workforce solutions
• Customer feedback analysis
• Personality-driven voicebots
• Cloud security compliance
• Customer data protection
• Performance management
• Automated quality assurance
• Self-service capabilities
• Developer ecosystem
• Integrated CRM solutions
• Cloud scalability
• Interaction history tracking
• Remote workforce support
• Automation and AI
• Real-time scheduling
• Data-driven decision making
• Omnichannel experience
• Internal collaboration tools
• Seamless app integration
• Training and certification programs
• Resource optimization
• Personalized customer experiences
• Employee engagement solutions
• AI-influenced customer insights
• Employee productivity enhancement
• Performance coaching tools
• Customer success metrics
• Business intelligence tools
• Third-party app marketplace
• Contact center innovations
• Cloud communication solutions
• Service level agreement management
• Cloud-based workforce management
• Data privacy regulations
• Customer satisfaction strategies

Technologies Used

• AI
• Amazon SES
• Atlassian Cloud
• Brightcove
• CloudFlare
• CloudFlare CDN
• CloudFlare Hosting
• Genesys
• Genesys Cloud CX Platform
• Google Cloud Hosting
• Microsoft Office 365
• Microsoft Sharepoint
• Mimecast
• Oracle Cloud
• Outlook
• Rackspace MailGun
• WP Engine
• Workday

Affiliated Organizations & Regional Branches

• Echopass Corporation
• Nanorep - Now Bold360 ai
• CanaPlus Consulting
• Silver Lining Solutions Ltd
• OVM Solutions
• Altocloud | Acquired by Genesys
• Pointillist
• SpeechStorm
• nGUVU - Employee Engagement Platform
• Radarr, a Genesys company
• Exceed.ai by Genesys
• Utopy