Genesys

Genesys provides an AI‑driven platform for experience orchestration — combining conversational AI, predictive routing, workforce engagement, and automation — to deliver seamless, personalized customer and employee interactions across channels.

Pricing Model:

Category: Customer Support and CRM Ai Tools

https://www.genesys.com/en-sg

Release Date: 08/05/2024

• Conversational AI / virtual agents for self‑service and assisted interactions
• Agent copilot support (real-time insights, suggestions)
• Predictive routing to match customers with the best agent
• Predictive engagement (automated proactive outreach)
• AI Studio & Guides for building and managing AI workflows
• Omnichannel orchestration across voice, chat, email, messaging
• Workforce engagement tools (forecasting, scheduling, WEM)
• Conversation analytics, sentiment & topic detection
• Knowledge surfacing and auto suggestions
• Governance, security, and explainability for AI operations

Genesys is an advanced AI-powered platform designed to revolutionize customer and employee experiences through intelligent orchestration. It empowers businesses to create personalized, seamless journeys across channels like voice, chat, email, and messaging. Built with native AI integration, Genesys enables real-time automation, deep analytics, and scalable engagement.

At the core of Genesys is its conversational AI, which powers intelligent virtual agents for automated customer service. These bots handle inquiries, route issues, and escalate to live agents when needed. Alongside, the agent assist tools offer real-time suggestions and insights, improving productivity and response quality. Predictive routing technology enhances service efficiency by matching customers to the most suitable agent based on data and context.

Genesys also supports proactive outreach using predictive engagement, identifying user behavior patterns and triggering timely, automated interactions. Its visual workflow tools allow teams to build and deploy complex automations without heavy coding, making AI more accessible across departments.

Workforce engagement is another major strength. From forecasting and scheduling to performance analytics, Genesys ensures that support teams remain efficient, engaged, and aligned with business goals. The platform’s AI-driven sentiment analysis and conversation intelligence provide insights into customer emotions and behavior trends, helping companies adapt quickly.

Security and compliance are built into every layer, with strong governance features that ensure transparency and control in AI deployments. Whether scaling operations or improving service quality, Genesys delivers a unified solution for smart, customer-centric business transformation.

With its holistic approach to automation, analytics, and AI-driven support, Genesys enables businesses to deliver faster, more personalized, and more effective experiences—turning customer service into a true competitive advantage.

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