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
| 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 |
|
| Social Engagement | Future release | |
| 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 | Future release | |
| Video, WebRTC | Future release | |
| 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
| 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 |
| Keyword Spotting | Future release | |
| Recording (Voice, Email, Chat, Screen Recording) |
Recording in Genesys Cloud overview |
|
| Workforce Managment | About workforce management |
Business Optimization
| 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 | |
| Workload Management | 3rd Party Integration | Future release |