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Genesys -The World’s #1 Customer Experience Platform

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.

Customer Experience (CX) is about building strong customer relationships and brand advocates by consistently, seamlessly and personally engaging with your customers across their journeys consisting of many touchpoints, channels and interactions. Without a strong customer experience focus many companies are finding it hard to differentiate their offerings and compete effectively. To deliver optimal journeys companies are taking a 360 degree view of the customer experience analyzing data from contact centers, CRM and marketing systems to more effectively engage with customers across customer lifecycles and journeys.

Successful CX involves many different areas of your company, including customer care and support, sales, marketing and IT – essentially anyone who interacts with your customers directly or indirectly. With the Genesys Customer Experience Platform, you can deliver the optimal journey and experience for each customer with the lowest effort and cost to serve.

A Customer Experience Platform helps ensure your sales, customer service and support, marketing and IT efforts are aligned and working together to build more loyal customers and deliver a competitive advantage. Deliver low effort omnichannel customer journeys using automated business processes to give everyone a 360-degree customer view with deep interaction context and actionable analytics across all touchpoints, channels, and interactions. Optimize your customers’ journeys and your workforce performance while delivering seamless customer experiences.

Many companies accelerate call center modernization and customer experience improvements through cloud deployment of new capabilities. A cloud-based omnichannel contact center, addresses the end-to-end customer journey across all touchpoints, channels and interactions, including voice, web, mobile and social, and requires zero upfront investment in servers and software. It is implemented quickly and scales with your growing needs to deliver omnichannel customer service. The result is greater business agility and faster time-to-market with new innovations. Pay only for the capabilities you deploy, and take advantage of cloud-based solutions to respond to fast-changing business conditions.

A contact center is where your company interacts with your customers through a variety of communication channels. Whether it is in house or outsourced, a contact center integrates voice with the other channels your customers want to use, such as text, chat, email and social. Customer service agents handle inbound and outbound interactions across these channels, and when the service they provide is relevant and personalized across all channels, they deliver a great contact center experience. For many companies, this experience is a competitive differentiator. Genesys is the leading provider of a single, integrated contact center platform that optimizes the customer experience across all channels.

A call center, at its most basic, is where agents answer calls from your customers. It can be in house or outsourced, and agents may also be able to make outbound customer calls. As customer needs have changed, call centers have evolved. Call centers that focus on voice now offer personalized self-service that provides a great call center experience without talking to an agent. Many call centers also integrate the digital channels that customers want to use, such as email, chat, or text messaging, even though voice is still best for resolving complex issues. Genesys is the leading call center provider for both voice and digital interactions.

Who is Geneys?

Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes.

Why Genesys?

  • Innovation - Mixing market intimacy with vision and commitment to create the most innovative solutions, as evidenced by analyst awards, over 1000 patents and our track record of driving continuous market innovation.
  • Breadth & Depth - The only company that provides solutions to all segments of the market, small and large, sophisticated or out-of-the-box, cloud and on-premise, anywhere in the world.
  • Credibility - We have over 10,000 customers, over 25 years experience, and over 1000 partners earned by deeply understanding the needs of our customers.
  • Stability - Financial stability to ensure our customers’ investments are sound now and in the future. Genesys is one of the biggest privately held tech companies in the world.

Gartner Magic Quadrant for Contact Center

  • Gartner’s Contact Center Leaders Quadrant, Magic Quadrant for Contact Center Infrastructure, 2016 (recognized eight times)
  • Gartner’s Contact Center Leaders Quadrant, Magic Quadrant for Contact Center as a Service (CCaaS) North America, 2015
  • The only company to be positioned in the Leaders Magic Quadrant for both Gartner Reports.

Customer Experience Platform

  • PureCloud - A unified, all-in-one cloud customer engagement and employee collaboration solution that is easy to use and quick to deploy with a modern user experience, offered on a cutting edge platform built for rapid innovation.
  • PureConnect - A proven all-in-one multichannel engagement offer that is rapid to deploy, simple to administer, flexible, tailorable and cost-effective for mid-size to large organizations.
  • PureEngage - Only true omnichannel customer engagement suite for global businesses to deliver competitively superior experiences -- providing real-time contextual journeys, world-class orchestrated routing, and digital transformation at any scale.

World Headquarters

2001 Junipero Serra Blvd.
Daly City, CA 94014
United States Of America

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