Get started
Use quick start guides to set up the basics for Collaborate, Communicate, and Genesys Cloud contact center.
Account settings
Manage your subscriptions and configure organization-wide settings.
Architect
Create auto-attendant and self-service flows for media types such as call, email, message, bot, voicemail, and more.
Bots
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.
Co-browse
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.
Contact center
Configure settings for contact center agents, such as adding ACD skills, adding wrap-up codes, managing queues, and creating canned responses.
Directory
Set up groups, locations, skills and certifications, profile layouts and labels, and external contacts.
Documents
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.
Integrations
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.
Knowledge
Use knowledge with bots to create and manage knowledge articles, fine-tune the search process, and view the performance of knowledge bases.
Messaging
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.
Outbound dialing
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.
Performance management
Provide agents with the tools and motivation to improve their performance with development and feedback training modules and gamification.
Platform usage
View API usage metrics and other platform usage metrics to analyze and improve contact center efficiency.
Predictive Engagement
Observe and analyze visitors in real-time on your website, and offer the most appropriate and effective channel to help them complete their journey.
Quality management
Manage policies for recording, evaluation, and calibration policies, assign and complete evaluations, and analyze results.
Recording
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.
Routing
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.
Screen share
Learn how to set up screen share so customers can share an application or the entire desktop with agents.
Scripting
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.
Telephony
Configure a telephony connection, manage phones, configure DID numbers and extensions, and much more.
Web surveys
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.
Workforce management
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.