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 PureCloud and corresponding Resource Center articles.

Customer Engagement

Solution Product/Component Learn more
Digital Co-Browse About co-browse
Work with co-browse sessions
Email 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 PureCloud supported languages
Interactive Text to Speech PureCloud 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
PureCloud WebRTC Phone About PureCloud WebRTC phones
Workforce Optimization Quality Management About quality management
Keyword Spotting Future release
Recording (Voice, Email, Chat, Screen Recording)

Recording in PureCloud overview
Create a recording policy
About screen recording

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
PureCloud Reporting About reports, views, and dashboards
Integration

3rd Party Integrations

About the AppFoundry
3rd Party Objects About Routing of Salesforce Emails in PureCloud for Salesforce
API About the developer tools
Client Integrations (Chrome, Firefox, Salesforce, Zendesk) About the PureCloud embedded clients
Bridge Server About the Bridge Platform
Data Actions

About the AWS Lambda data actions integration
About the Microsoft Dynamics 365 data actions integration
About the PureCloud data actions integration
About the Salesforce data actions integration
About the web services data actions integration (PureCloud service)
About the web services data dip connector (Bridge Server)
About the Zendesk data actions integration

User Profile Sync About Bridge Connectors for Collaborate
WFM Integrations About the Verint WFM historical integration
About the Verint WFM RTA integration
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 Edge documentation resources
PureCloud Voice About PureCloud Voice
Security and Compliance About security
Workload Management 3rd Party Integration Future release