Genesys solutions
The Genesys contact center solutions drive customer and business success. View the products that comprise the Customer Engagement, Employee Engagement, and Business Optimization solutions for Genesys Cloud and corresponding Resource Center articles.
Customer engagement
The Genesys Customer Engagement solution represents the products that support a variety of communication channels used to provide excellent customer experience for incoming, outgoing, and self-service interactions.
| Solution | Product/Component | Learn more |
|---|---|---|
| Digital | Co-browse | About co-browse Work with co-browse sessions |
| About ACD email routing Work with email interactions |
||
| Messaging | About ACD messages (Third-party ACD messaging) | |
| Response management | About canned responses | |
| Screen sharing | About screen share Work with screen share sessions |
|
| SMS | About ACD messages | |
| Virtual assistants | Future release | |
| Web chat | About chat Work with chat interactions |
|
| Inbound | Polycom (IP Phones) | Managed phones: models and features matrix |
| AudioCodes (IP Phones) | Managed phones: models and features matrix | |
| Callbacks | About callbacks | |
| SIP | Configure advanced SIP phone trunk settings | |
| Video, WebRTC | Configure advanced WebRTC phone trunk settings | |
| Outbound | Outbound campaigns (Dialer) | About outbound dialing |
| Self-Service | IVR (voice attendant) | About routing |
| Interactive speech recognition | Genesys Cloud supported languages | |
| Interactive text-to-speech | Genesys Cloud supported languages |
Employee engagement
The Genesys Employee Engagement solution represents all of the products and tools that equip contact center and business employees to efficiently and successfully serve customers.
| Solution | Product/Component | Learn More |
|---|---|---|
| Collaboration | Collaborate | Administrators home |
| Communicate | About Telephony | |
| Directory | About Directory administration | |
| Omnichannel Desktop | Agent Scripting | About scripting Use scripts |
| Unified desktop (browsers, mobile, installed client) | About apps | |
| Genesys Cloud WebRTC phone | About Genesys Cloud WebRTC phones | |
| Workforce Optimization | Quality Management | About quality management |
| Recording (voice, email, chat, screen recording) |
Recording in Genesys Cloud overview |
|
| Workforce management | About workforce management |
Business optimization
The Genesys business optimization solution represents all tools and technologies that optimize the contact center workforce; configure monitor, and measure business results; and effectively integrate with other systems.
| Solution | Product/Component | Learn More |
|---|---|---|
| Analytics | Analytics platform and data | About performance tools |
| External contacts analytics | View interaction history for a contact | |
| Genesys Cloud reporting | About reports, views, and dashboards | |
| Integration |
3rd party integrations |
About the AppFoundry |
| 3rd party objects | About Routing of Salesforce Emails in Genesys Cloud for Salesforce | |
| API | Developer tools overview | |
| Client integrations (Chrome, Embedded Framework, Firefox, Salesforce, Zendesk) | About the Genesys Cloud embedded clients |
|
| Platform | Administration | Administrators home |
| Architect | About Architect | |
| Authentication | About single sign-on (SSO) Log in for the first time |
|
| Billing/Onboarding | About Account Settings | |
| Developer Center | Developer Center | |
| Edge | About BYOC Premises | |
| Genesys Cloud Voice | About Genesys Cloud Voice | |
| Security and compliance | About security |
