Cloud call centre and contact centre systems

Automatic Call Distribution

With skills-based and intelligent routing, calls follow a logical path. Customers are grateful because you have saved them time. And because agents connect with the customers, they’re best suited to help, your teams are happier, too.

Interactive Voice Response

Prompt callers to self-direct through the system. A well-designed interactive voice response system is fast, convenient, and personalised. It drives customer satisfaction and saves time.

Inbound Call Centre

Despite the growing adoption of self-service, voice has become the go-to channel for escalated interactions. This means leveraging an inbound call centre solution that enables you to match each caller with the best representative across any location or infrastructure and providing the differentiated omnichannel experience that customers expect.

Email

Your email address is one of the first things customers look for when they need assistance. Email, the first digital channel, is still essential for customer support.

Social Media

Digital channels, like social media, are growing fast. And 64% of consumers want brands to connect with them.  Make it easy with contact centre software that integrates social media alongside the other channels your team uses for customer support every day.

Outbound Call Centre

Proactively communicating with prospects in a timely, personalised and contextual way is good business.  Extend your outbound call centre strategy across multiple channels, the results can be great.

Messaging / SMS

Messaging is the fastest growing and most widely used form of interpersonal communication. With Genesys contact centre software, your business can join the world of messaging apps.

Co-browse and Screen Share

Minimise channel escalation, improve first contact resolution (FCR), reduce abandonment, boost customer loyalty and lower service costs. Co-browse and screen share make interactions simple and painless.