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OneCloud Contact Center

Genesys Contact Center

When your customer center wants to impress your customers every time.

Genesys customer service platform at its best

Build better relationships and satisfy customers

Whether you’re a global enterprise or a small business, get one customer service platform to meet the needs of your entire team. With Genesys customer service software from Setera, you can meet or exceed daily KPIs, promote your products and services, increase productivity, streamline processes and arm your team with tools and training. Seamless integration with your CRM system and other applications ensures a reliable, consistent customer experience.

 

Engage with Customers in Their Preferred Channel

Increase customer satisfaction and engage with them across all major global digital messaging platforms including SMS, email, live chat, WhatsApp, Facebook Messenger, Twitter, and more.

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Gartner Magic Quadrant for 2020 Contact Center as a Service, Worldwide Leader

Gartner names Genesys a Leader in the 2020 CCaaS Magic Quadrant

Genesys Contact Center Software

Artificial intelligence (AI)

Power your contact center with Genesys AI for personalized experiences at scale.

Automated routing

Get customers to the right agent or information every time. Learn as you go to continue improving the experience.

Automatic Call Distribution (ACD)

Genesys automatic call distribution provides all the automated routing features you need from a cloud call center service.

Call center software

Make it easy for people to contact your business — when they want to and on the channel they prefer.

Chat

Message your prospects and customers in real-time to solve issues quickly — no phone call needed.

Cloud security

Ensure the security of your cloud-based contact center.

Co-browse and screen share

See the problem your customers call about in real time. Show them how to resolve their issues.

Customer self-service

Create a customer self-service experience that’s omnichannel, personalized and conversational–and let business users adjust it to their needs

Email

Give email the attention it deserves with email management tools built-in to your call center desktop.

Inbound contact center

Search and sort through categorized calls to find the exact conversation you are looking for.

Interactive Voice Response (IVR)

Drive better customer experiences while making your business more profitable, versatile and scalable with Genesys call center software and IVR systems.

Messaging

Embrace modern channels to touch base with your customers without disrupting their day.

Outbound call center

Build customer relationships with timely, personalized and contextual proactive communications across any channel.

Social

Build positive customer experiences by meeting customers on the platforms they already use.

Voice services

Voice capabilities are an integral part of you communications strategy. Leverage technology to maximize usefulness for your business.

Digital Sales and Service Automation

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Chatbots

Program a bot to answer common customer questions. Let agents cover difficult chat interactions.

Customer journey management

Use your customer data as a guide for new interactions. Make a path for prospects to move through.

Digital sales and service automation

Use self-service and automation for better customer experience across channels. And lower your costs.

Predictive web engagement

Know who’s visiting your website and why. Then automatically direct them to the next best step.

Voicebots

Build bots with natural language understanding (NLU) and automate the systems your customers use.

Integration and Apps

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Employee performance management

Know what agent skills drive business outcomes. Support and motivate employee development to nurture those skills.

Gamification

Engage your team with an integrated call center gamification platform.

Long-term workforce planning

Automate complex workforce planning decisions to best serve your unique business needs.

Quality assurance and monitoring

Use them to improve operations, meet customer expectations and more.

Unified communications & collaboration

Unite your team and create a more effective workforce.

Workforce forecasting and scheduling

Know when and where you need agent coverage. Artificial intelligence (AI)-powered resource management makes it possible.

Workforce Engagement Management (WEM)

Attract, nurture and retain the best agents for your call center.

Reporting and Analytics

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Reporting and analytics

Get a complete view of your call center activities. Let data inform decisions and drive customer experience.

Reporting integration and export

Use your data to understand your call center. Propel business goals and optimize interactions.

Speech and text analytics

Get an in-depth look at what your customers and agents are saying. Find patterns that drive customer experiences

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