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.
Use this drag and drop web-based design tool to create auto-attendant flows for media types, and much 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.
Learn how to set up co-browse so 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.
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.
Dynamically match customer interactions and agents. ACD interactions include voice, chat, message, email, and callback.
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.
Manage people in your organization and their permissions for various Genesys Cloud functionality.
Provide agents with the tools and motivation to improve their performance with development and feedback training modules and gamification.
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.
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.
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.
Learn how to configure and deploy web chat on your website so customers can easily chat with agents.
Create and monitor management units, develop forecasts, create schedules, and evaluate intraday differences between forecast and actual values.