Genesys solutions

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Genesys Cloud provides a suite of customer engagement, employee engagement, and business optimization solutions to drive customer and business success. The customer engagement solution includes digital channels like co-browsing, email, messaging, and chat along with inbound and outbound voice and video. The employee engagement solution equips contact center agents through collaboration, communication tools, omnichannel desktops, and workforce optimization. The business optimization solution provides analytics, integration, APIs, and administration tools to optimize the workforce, integrate systems, and manage the platform. Key capabilities include omnichannel routing, IVR, quality management, workforce management, advanced reporting, and third-party integrations.

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
	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
	SMS	About ACD messages
	Virtual assistants	Future release
	Web chat	About chat Work with chat interactions
	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 campaigns (Dialer)	About outbound dialing
	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
	Collaborate	Administrators home
	Communicate	About Telephony
	Directory	About Directory administration
	Agent Scripting	About scripting Use scripts
	Unified desktop (browsers, mobile, installed client)	About apps
	Genesys Cloud WebRTC phone	About Genesys Cloud WebRTC phones
	Quality Management	About quality management
	Recording (voice, email, chat, screen recording)	Recording in Genesys Cloud overview Create a policy About screen recording
	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 platform and data	About performance tools
	External contacts analytics	View interaction history for a contact
	Genesys Cloud reporting	About reports, views, and dashboards
	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
	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

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