Genesys Cloud contact center includes telephony services for call functionality, Architect for designing auto-attendant applications, and all of Collaborate’s workplace collaboration features. For more information about the layers of Genesys Cloud, see What is Genesys Cloud?

Call features for agents

Call features for agents who handle customer interactions include consult transfer, web chat, queue status, wrap-up codes, after-call work (ACW), and agent assistance.

Outbound dialing

Outbound dialing campaigns automatically dial phone numbers according to a prescribed set of rules. Campaigns increase agent productivity by screening out answering machines, busy signals, and calls that don’t complete. 

Genesys Cloud ACD

Genesys Cloud ACD dynamically matches customer criteria and agent attributes. Bullseye matching sends a customer to a specific agent based on a match between the customer’s needs and the agent’s skillset. If an exact match isn’t available, the level of matching required reduces until an available agent qualifies.

Quality management

Quality management is the process of recording and scoring contact center interactions to improve the customer experience. By evaluating and scoring conversations, a quality team can identify performers for positive feedback, agents who need more training or coaching, and situations that merit modification of call scripts.


Administrators use the script designer to create specialized instructions that help agents handle specific types of calls. A script present details about a caller or contact to the agent, often with fields for collecting or updating information. Scripts help ensure consistent handling of interactions. 

Views and dashboards

Views and dashboards provide supervisors and managers with a view of historical and real-time metrics for their contact center, including a real-time dashboard with graphical information display, real-time call monitoring, and interaction, agent, and queue metrics. 


Alerts notify administrators, supervisors, and managers about calls that are longer than a specific duration, average hold time greater than a specified value, and many other situations of concern to a contact center. Alerts are configurable for any metric.