Genesys is an enterprise-facing AI-powered experience orchestration platform designed to cultivate customer loyalty and build high-performing teams through real-time experience orchestration.
Key capabilities and uses
- Experience orchestration: Connect customer intent with the people, systems, and workflows that can solve problems, automate, and deliver experiences.
- Agentic AI virtual agents: AI agents that can reason, act, and adapt across experiences to handle complex customer needs.
- AI workforce orchestration: Orchestrate human and AI workforces around customer needs.
- Team efficiency: Provide teams with AI companions to save time, operate seamlessly, and drive better outcomes.
- Real-time journey optimization: Track, measure, and improve the overall experience through intelligent AI-driven insights.
- Enterprise-grade connectivity: Connect data, tools, and systems through a unified platform to enrich every experience.
Platform and integrations Genesys Cloud AI provides AI support for everyone who touches the customer experience. The platform can integrate with Salesforce, ServiceNow, and a deep ecosystem of CX partners.
Support and contact A customer support portal is available to submit new support tickets and track existing tickets through a single site; the Genesys Knowledge Network provides a one-stop access point to find links to resources for improving the Genesys experience. Contact numbers: in the United States 888-GENESYS (436-3797), international +1 650 466-1100; fax: +1 650 466-1260. Address: 1302 El Camino Real, Suite 300, Menlo Park CA, 94025.
Use cases Suitable for organizations that need to improve customer experience, automate customer interactions, optimize customer journeys, and integrate enterprise systems.
Limitations and notes Regarding specific charges, pricing, platform details, or performance data, the materials provide only some statistics (such as 65%+ of service requests supported by agentic AI, 30-50% containment achieved by Agentic Virtual Agents on WhatsApp, 42% containment rate and 91% success rate, etc.), but do not provide complete pricing or plan details, and none are currently available.
