Meet Genesys Cloud.
We are expert consultants ready to help you transform and modernize your contact center to produce the best personalized customer experiences and boost efficiencies.
Genesys Cloud is an All-in-One Omnichannel Cloud Contact Center
Omnichannel
Voice, Email, SMS, Web Chat, Social Media Support, all-in-one interface.
Increased Savings
The savings are real. Businesses have seen 570% ROI in 3 years.
Scale On-Demand
No need to involve IT. Adding or removing agents is simple.
Genesys Cloud empowers personal experiences and helps your agents perform better.
Implement a true omnichannel cloud contact center that is consistently one of the top performers and leader in the Gartner Magic Quadrant TM Contact Center as a Service reports.
It’s critical to meet your customers where they are, through web chat, SMS, phone or email and at the same time gain insight into the history of interactions with seamless integrations to your current CRM. Gain access to instant reports within the Genesys Cloud interface to identify KPI’s and take action in real-time to meet your contact center goals. Adding on and off site agents can be done without the need for IT, and gain the ability to modify your IVR settings on the fly.
Give your agents more time by also having access to AI Chatbots that can service your customers with common inquires that don’t require a live agent.
Reduce wait times & transfer rates, increase first call resolution rates, and provide more personalized customer experiences per interaction with more context on your customers history.
Give Your Customers Options
Customer experiences mean more than just short hold times and good service. The modern contact center allows for customers to reach out through multiple channels, allowing them to select the channel that’s most convenient. The channels include phone, email, web chat, text, and social media. Having multiple channels available on Genesys Cloud has never been easier for your agents. All channels are in one interface, allowing agents to multitask, see everything on one screen and not get lost in between interfaces or separate tabs.
Modern support also includes personalized experiences. Each customer wants to feel unique and expects that you know their history plus previous interactions with your company. Genesys Cloud provides a full history of each customer on each contact. Agents gain a better understanding of what products they use, what issues they may have had and may also identify opportunities or provide information customers are not aware of. Genesys Cloud also integrates and uses information from your CRM to help gain even more context on each contact.
Genesys Cloud takes a load off your agents by also offering self-service options through AI Chatbots that can handle common inquires and resolve questions and issues fast with precision. Chatbots can be used to provide updates on orders, accept payments, provide more product details and more. Machine learning allows chatbots to become more accurate over time with little human supervision needed.
Experience Genesys Cloud yourself with this free guided virtual tour that allows you to explore the interface at your own pace.
- Web Chat, Email, Text, Voice in One Platform
- Call Center Analytics & Insights
- Automate Call Routing
- CRM Integration
- Automate Outbound Communications Through Multiple Channels
- Business Automation / Workforce Management
- Security that meets and exceeds industry standards
- Self Service for Your Customers
- Provide High Quality Customer Service
- Increase Your Contact Center Productivity by 25%
- Reduce Transfers by 35%
- Cut Average Call Handle Time by 40 Seconds
- Gain Insights Into Your Operations & Identify KPI’s
- Scale for a growing organization without the need for an IT department or third-party resource
- Designed, Deployed and Supported by GC3 Experts
- Managed SIP Services
- 24×7 Voice, Email, & Ticket Technical Support
- Fast implementation and change delivery
- Dedicated Account Management
- Global coverage
- Sustainment / support as a service
- Custom integrations and solutions
Go With Experience, Choose Expertise. Start With GC3 Consultants.
Every industry is different, that’s why each implementation will be unique in it’s own way. Our expertise will ensure that your solution is tailored for your industry and business needs. Our solution consultants at GC3 have more than two decades of experience in implementing cloud contact center solutions with implementations ranging across all industries. With GC3, you are in the best hands. Get in touch with us today and we will explain how the implementation process works, and how it is best suited for your industry and organization.
We are also highly familiar with and can provide telecom solutions such as SIP Trunking, Toll-Free services and more. We provide on site training, and also offer 24×7 support through phone, email or a ticket system.
Compare the Genesys Cloud Plans
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Genesys Cloud
1
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Genesys Cloud
2
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Genesys Cloud
3
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ACD
Voicemail
Routing
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✓
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✓
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Bullseye
Routing
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✓
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✓
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Callback
Objects (IVR &
Web)
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✓
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✓
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Customer
Journey
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✓
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✓
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Email
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✓
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✓
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External
Contacts
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✓
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✓
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✓
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In-Queue
Audio
Configuration
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✓
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✓
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✓
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In-Queue
Call Flows
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✓
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✓
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✓
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Messaging
Inbound
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✓
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Priority
FIFO Routing
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✓
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✓
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✓
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Response
Management
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✓
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✓
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SMS
Inbound
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✓
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Skills-based
Routing
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✓
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✓
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Social
Media
(Twitter)
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✓
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Voice
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✓
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✓
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✓
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Voice
Co-browse
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✓
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Voice
Screen Share
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✓
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Web
Chat
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✓
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✓
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Web
Chat
Co-browse
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✓
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Web
Chat Screen
Share
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✓
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Wrap-up
Codes
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✓
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✓
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✓
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Genesys Cloud
1
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Genesys Cloud
2
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Genesys Cloud
3
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ASR-Supported
Languages
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✓
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✓
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✓
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Audio
Debug a Call
Flow
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✓
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✓
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✓
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Dependency
Tracking
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✓
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✓
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✓
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Drag
& Drop
Auto-Attendant
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✓
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✓
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✓
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Email
Flows
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✓
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✓
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Graphical
Task Editor
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✓
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✓
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✓
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Inbound
Call Flows
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✓
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✓
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✓
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Integrated
Prompt
Management
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✓
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✓
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✓
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Integrated
Speech
Enablement
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✓
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✓
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✓
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Native
Versioning
|
✓
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✓
|
✓
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Outbound
Call Flows
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✓
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✓
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Printing
a Call Flow
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✓
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✓
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✓
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Real-time
Error
Tracking
|
✓
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✓
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✓
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Robust
Expression
Editing
|
✓
|
✓
|
✓
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Secure
IVR
|
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✓
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✓
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TTS-Supported
Languages
|
✓
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✓
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✓
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Genesys Cloud
1
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Genesys Cloud
2
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Genesys Cloud
3
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Adv.
Record Processing
Rules
|
✓
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✓
|
✓
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Agentless/Auto
Messaging
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✓
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✓
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Answering
Machine
Detection
|
✓
|
✓
|
✓
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Contact
List
Management
|
✓
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✓
|
✓
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Contact
List Rest API
|
✓
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✓
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✓
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Data
Export
|
✓
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✓
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✓
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Inbound/Outbound
Blending
|
|
✓
|
✓
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Outbound
Reports
|
✓
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✓
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✓
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Power
Dialing
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✓
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✓
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Predictive
Dialing
|
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✓
|
✓
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Preview
Dialing
|
✓
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✓
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✓
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Priority
Preview
Dialing
|
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✓
|
✓
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Progressive
Dialing
|
✓
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✓
|
✓
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Scheduled
Callbacks
|
✓
|
✓
|
✓
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Wrap-up
Codes
|
✓
|
✓
|
✓
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Genesys Cloud
1
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Genesys Cloud
2
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Genesys Cloud
3
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Abandon
Rate
Configuration
|
✓
|
✓
|
✓
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Caller
ID Control
|
✓
|
✓
|
✓
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Campaign
Sequences
|
✓
|
✓
|
✓
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Filtering
for Call
Lists
|
✓
|
✓
|
✓
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Multi-level
Caller ID
Settings
|
✓
|
✓
|
✓
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Progress
View
|
✓
|
✓
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✓
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Outlook-style
Schedule View
|
✓
|
✓
|
✓
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Callable
Times
|
✓
|
✓
|
✓
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Dynamic
Do Not Call
Lists
|
✓
|
✓
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✓
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Multiple
DNC Lists Per
Campaign
|
✓
|
✓
|
✓
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Online
DNC.com
Integration
|
✓
|
✓
|
✓
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Pacing
Control and
Overrides
|
✓
|
✓
|
✓
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Time
Zone Mapping
|
✓
|
✓
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✓
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Time
Zone Support
|
✓
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✓
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✓
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Genesys Cloud
1
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Genesys Cloud
2
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Genesys Cloud
3
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Ability
to Customize
Script
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✓
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✓
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Chat
|
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✓
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✓
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Complex
Variable
Types
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✓
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✓
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Default
Script
|
✓
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✓
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✓
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Email
|
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✓
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✓
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Import/Export
Scripts
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✓
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✓
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Inbound
Call Support
|
✓
|
✓
|
✓
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Outbound
Call Support
|
✓
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✓
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✓
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Pre-packaged
Validations
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✓
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✓
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Script
Errors Panel
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✓
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✓
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SMS
|
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✓
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Templates
|
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✓
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✓
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URL
Screen Pop
|
✓
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✓
|
✓
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Version
Control
|
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✓
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✓
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Voice
|
✓
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✓
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✓
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Genesys Cloud
1
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Genesys Cloud
2
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Genesys Cloud
3
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Historic
Schedule
Adherence
|
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✓
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Intraday
Monitoring
|
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✓
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Load-based
Schedule
Generation
|
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✓
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Manual
Schedule
Creation
|
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✓
|
✓
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Real-time
Schedule
Adherence
|
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✓
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Short-term
Forecasting
|
|
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✓
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Time
Off Requests
|
|
|
✓
|
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Verint
Integration
|
|
✓
|
✓
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|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
100%
Email
Recording
|
|
✓
|
✓
|
|
100%
Encryption
|
✓
|
✓
|
✓
|
|
100%
Voice
Recording
|
✓
|
✓
|
✓
|
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100%
Web Chat
Recording
|
|
✓
|
✓
|
|
Callback
|
|
✓
|
✓
|
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Dual-channel
Call
Recording
|
|
✓
|
✓
|
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Evaluation
Audit Trail
|
|
✓
|
✓
|
|
Flexible
Search with
Facets
|
✓
|
✓
|
✓
|
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Long-term
Cloud Storage
|
✓
|
✓
|
✓
|
|
Permission-based
Playback
|
✓
|
✓
|
✓
|
|
Policy-based
Retention
|
✓
|
✓
|
✓
|
|
Recording
Audit Trail
|
✓
|
✓
|
✓
|
|
Screen
Recordings
|
|
|
✓
|
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Secure
Pause
|
✓
|
✓
|
✓
|
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Single-channel
Call
Recording
|
✓
|
✓
|
✓
|
|
SMS
|
|
|
✓
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
Recordings
& Evaluation
Scores
|
|
✓
|
✓
|
|
Calibration
Process
|
|
✓
|
✓
|
|
Evaluation
Assignment
|
|
✓
|
✓
|
|
Evaluation
Form Designer
|
|
✓
|
✓
|
|
Evaluation
Workflows
|
|
✓
|
✓
|
|
Faceted
Evaluation
Search
|
|
✓
|
✓
|
|
Multiple
Question
Types
|
|
✓
|
✓
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
Speech-to-Text
Transcription
|
|
✓
|
✓
|
|
*via
third-party
integration
|
|
|
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
Agent
Activation
|
✓
|
✓
|
✓
|
|
Assistance
|
✓
|
✓
|
✓
|
|
Listen
(Monitoring)
|
✓
|
✓
|
✓
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
Flexible
API Access
|
✓
|
✓
|
✓
|
|
Contact
Center
Dashboard
|
✓
|
✓
|
✓
|
|
Interactions
Details Views
|
✓
|
✓
|
✓
|
|
Queues
Activity Real-time
Views
|
✓
|
✓
|
✓
|
|
Performance
Views
|
✓
|
✓
|
✓
|
|
Agent
Availability
Report
|
✓
|
✓
|
✓
|
|
Interaction
Details
Report
|
✓
|
✓
|
✓
|
|
Queue
Metrics
Report
|
✓
|
✓
|
✓
|
|
Scheduled
Reports
|
✓
|
✓
|
✓
|
|
Wrap-up
Codes Report
|
✓
|
✓
|
✓
|
|
Performance
iPad App
|
|
✓
|
✓
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
Microsoft
Dynamics
|
✓
|
✓
|
✓
|
|
Salesforce
|
✓
|
✓
|
✓
|
|
REST
API Access
|
✓
|
✓
|
✓
|
|
Zendesk
|
✓
|
✓
|
✓
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
Call
Logging
|
✓
|
✓
|
✓
|
|
Click-to-Dial
|
✓
|
✓
|
✓
|
|
Embedded
Genesys Cloud UI
|
✓
|
✓
|
✓
|
|
Screen
Pops
|
✓
|
✓
|
✓
|
|
*$15
USD add-on per
agent
|
|
|
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
Embedded
Genesys Cloud UI
|
✓
|
✓
|
✓
|
|
Screen
Pops
|
✓
|
✓
|
✓
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
Click-to-Dial
|
✓
|
✓
|
✓
|
|
Make
Call from Context
Menu
|
✓
|
✓
|
✓
|
|
Embedded
Genesys Cloud UI
|
✓
|
✓
|
✓
|
|
Screen
Pops
|
✓
|
✓
|
✓
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
Prospect
Conversion
|
✓
|
✓
|
✓
|
|
*$110
USD add-on per
user
|
|
|
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
Active
Directory
|
✓
|
✓
|
✓
|
|
Microsoft
Exchange
|
✓
|
✓
|
✓
|
|
REST
API Access
|
✓
|
✓
|
✓
|
|
SharePoint
|
✓
|
✓
|
✓
|
|
SQL
Database
|
✓
|
✓
|
✓
|
|
Workday
|
✓
|
✓
|
✓
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
Chat
Integration
|
✓
|
✓
|
✓
|
|
*5
USD add-on per
user
|
|
|
|
|
|
Genesys Cloud
1
|
Genesys Cloud
2
|
Genesys Cloud
3
|
|
GDPR
|
✓
|
✓
|
✓
|
|
HIPAA
Compliance
|
✓
|
✓
|
✓
|
|
PCI
DSS – Secure
IVR
|
|
✓
|
✓
|
|
PCI
DSS – Secure
Pause
|
✓
|
✓
|
✓
|
|
|
Collaborate
|
Communicate
|
|
Audio
Conferencing
|
|
✓
|
|
Call
Recording
|
|
✓
|
|
Chat
|
✓
|
✓
|
|
Cloud
IP PBX
|
|
✓
|
|
Desktop
Sharing
|
✓
|
✓
|
|
Directory
|
✓
|
✓
|
|
File
Sharing
|
✓
|
✓
|
|
Group
Ring, Hunt
Groups
|
|
✓
|
|
Inbound
& Outbound
Faxing
|
|
✓
|
|
Native
mobile
application
|
✓
|
✓
|
|
Unified
Inbox
|
|
✓
|
|
Video
Calling –
peer-to-peer
|
✓
|
✓
|
|
Video
Calling –
multi-user
|
|
✓
|
|
Voicemail
|
|
✓
|
|
WebRTC
Softphone
|
|
✓
|
