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

Use this drag and drop web-based design tool to create auto-attendant flows for media types, and much 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 so 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.

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.

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 and their permissions for various Genesys Cloud functionality.

Performance management

Provide agents with the tools and motivation to improve their performance with development and feedback training modules and gamification.

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.

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

Manage automated speech and text analytics capabilities on interactions to provide deep insight into customer-agent conversations.

Telephony

Configure a telephony connection, manage phones, configure DID numbers and extensions, and much more.

Widgets for web chat

Learn how to configure and deploy web chat on your website so customers can easily chat with agents.

Workforce management

Create and monitor management units, develop forecasts, create schedules, and evaluate intraday differences between forecast and actual values.