Use quick start guides to set up the basics for Collaborate, Communicate, and Genesys Cloud contact center.
Manage your subscriptions and configure organization-wide settings.
Create auto-attendant and self-service flows for media types such as call, email, message, bot, voicemail, and more.
Use native or third-party integrations to build bots that interact conversationally with customers. Call the bot actions in Architect call, chat, and message flows.
Bring your own technology (BYOT)
Genesys Cloud is an extensible customer experience platform, offering an array of third-party applications to expand capabilities through a Bring Your Own Technology services model.
Learn how to set up co-browse for web messaging or web chat so that customers can share their view of your website with agents.
Configure settings for contact center agents, such as adding ACD skills, adding wrap-up codes, managing queues, and creating canned responses.
Set up groups, locations, skills and certifications, profile layouts and labels, and external contacts.
Administer the storage, organization, and sharing of all types of files securely with our enterprise-level content repository.
Use the email channel to send outbound emails, receive inbound emails, create email campaigns, and set up agentless email notifications.
Genesys Cloud Voice
Learn how to purchase numbers, port numbers, view rate schedules, and much more.
Genesys Cloud integrations connect Genesys Cloud with other tools, systems, services, and applications.
Interaction routing (ACD)
Dynamically match customer interactions and agents. ACD interactions include voice, chat, message, email, and callback.
Use knowledge with bots to create and manage knowledge articles, fine-tune the search process, and view the performance of knowledge bases.
Use messaging to allow agents to respond to customer interactions from various asynchronous messaging channels, including third-party message platforms, inbound SMS, and Genesys Cloud web messaging.
Manage outbound dialing campaigns with options to run sequences of campaigns or through scheduling.
People and permissions
Manage people in your organization, assign and manage their roles and permissions for Genesys Cloud functionality, and segregate configuration object into separate divisions.
Provide agents with the tools and motivation to improve their performance with development and feedback training modules and gamification.
View API usage metrics and other platform usage metrics to analyze and improve contact center efficiency.
Observe and analyze visitors in real-time on your website, and offer the most appropriate and effective channel to help them complete their journey.
Manage policies for recording, evaluation, and calibration policies, assign and complete evaluations, and analyze results.
Set up ACD call recording and screen recording during ACD interactions.
Reports, views, and dashboards
Provides supervisors, managers, and executives with real-time and historical metrics for their contact center.
Set up Genesys Cloud routing. Create schedules, configure call and message routing, plan for emergencies, and store data locally in data tables for use in Architect.
Learn how to set up screen share so customers can share an application or the entire desktop with agents.
Create on-screen instructions that help agents process calls. Present details about a caller to the agent and fields for collecting or updating information.
Speech and text analytics
Gain insights into customer-agent conversations through sentiment analysis and topic trends to highlight areas of improvement, recognition or concern to better understand and serve customers and employees.
Configure a telephony connection, manage phones, configure DID numbers and extensions, and much more.
Create a survey form to send to customers after interactions.
Widgets for web chat
Learn how to configure and deploy web chat on your website so customers can easily chat with agents.
Workforce Engagement Management
Drive employee engagement to enhance business outcomes with features such as workforce management, performance management, quality management, and speech and text analytics.
Create and manage business units, management units, schedules, time-off requests, shift trades, and more. Develop forecasts, evaluate intraday differences between forecast and actual schedules, and review real-time and historical adherence.