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Submitted URL:
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https://www.genesys.com/genesys-cloud
Submission: On April 20 via manual (April 20th 2023, 4:37:22 am UTC) from IN — Scanned from DE

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GENESYS CLOUD CX CHOOSE THE ALL-IN-ONE CLOUD CONTACT CENTER SOLUTION

Genesys Cloud CX™️ unifies customer and agent experiences across phone, email,
chat, text and social channels.

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CREATE A NEW WORLD OF EFFICIENCY AND EMPATHY

Imagine a world where contact centers anticipate needs and respond so fully that
customers feel pleased with every interaction — a world where employees are
excited to get to work each day.

The Genesys Cloud CX platform makes that vision a reality. Around the globe,
thousands of businesses use this powerful, all-in-one contact center solution to
surprise and delight customers with effortless, empathetic experiences.

GET SKY-HIGH RESULTS WITH GENESYS CLOUD CX

94%

average response rates

90%

first-call resolution

20%

boost in agent productivity

* See case study.

DELIVER FASTER, SMARTER, MORE PERSONALIZED EXPERIENCES

INTUITIVE DESIGN FOR EFFORTLESS EXPERIENCES

Get up and running quickly and host fluid, effortless conversations across all
channels. The intuitive interface of Genesys Cloud CX is easy to use and
configure as needed — no technical expertise required.

UNIFIED CX PLUS WEM, ENHANCED WITH AI

Oversee customer experiences and workforce engagement management (WEM) with
ease. Let artificial intelligence (AI) liberate agents from routine tasks and
leverage your data to provide essential insights.

COMPOSABLE AND FUTURE-PROOF PLATFORM

Compose your ideal solution from an array of native components, a vast partner
ecosystem and open APIs. Our cloud-first strategy aims to solve tomorrow’s
problems today to keep your business fueled for the future.

2022 Gartner® Magic Quadrant™ for Contact Center as a Service

A CCAAS SOLUTION HAS
LONG-TERM IMPLICATIONS.
CHOOSE A CONSISTENT LEADER.

Genesys named an eight-time Leader in Magic Quadrant for CCaaS – And ranked #1
in 3 out of 5 Critical Capabilities Use Cases

Get the Gartner report

ALL THE TOOLS YOU NEED, ALL IN ONE PLACE

Compose a customer experience symphony by harmonizing your ideal mix of Genesys
Cloud CX components. Choose from a powerful set of voice, digital, AI, analytics
and workforce management capabilities. And optimize your solution with a rich
set of open APIs, pre-built integrations and our expansive AppFoundry®
Marketplace.

Customer self-service

Speech-enabled IVR

Equip your customers to resolve issues faster with multilingual speech-enabled
IVR. Natural language understanding (NLU) technology lets your customers
interact with your system in a way that feels completely natural.

Learn more

Voicebots

Simplify your customer journeys with conversational voicebots that move freely
across interactions and channels. Manage, unify and orchestrate any bot across
phone, web chat, mobile messaging and smart speakers.

Learn more

Chatbots

Give customers 24/7 self-service assistance with AI-powered chatbots. Handle
tasks more efficiently across any digital channel with bots — and easily
transfer interactions to a live agent while keeping the conversational context.

Learn more

Digital channels

Web messaging

Quickly resolve any customer situation with live chat. It enables your agents to
respond immediately or step in proactively if a transaction stalls. Easily
transition from a self-service chatbot to a live agent with full interaction and
customer context.

Learn more

Integrate email into your consistent omnichannel experience. Set up appropriate
auto-responses and route email to the right agents based on content analysis and
agent workloads, improving the likelihood of quick and effective replies.

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SMS messaging

SMS messaging apps create conversations that can live forever. Context and
content are never lost, and conversations can resume at any time, right where
they stopped. This gives customers a way to interact with you at their
convenience.

Learn more

Social media

Meet your customers on the popular platforms they already use. Bring your
brand’s social media conversations into the same interface agents use to handle
calls and chats, routing messages to the right agents for fast responses.

Learn more

Voice services

Genesys Cloud CX Voice

This VoIP telephony service provides public telephony access to any of your
existing Genesys Cloud CX service subscriptions. You can purchase phone numbers
directly from us or bring existing numbers with you.

Learn more

Bring Your Own Carrier (BYOC)

Leverage your preferred cloud carrier with the Genesys Cloud CX solution. You
can maintain an existing relationship with your carrier or establish a new one.
Choose the best telephony infrastructure to fit your needs.

Learn more

DIY administration

Straightforward administration lets you scale your cloud communications with
ease for a 100% cloud-based call center solution. Purchase, provision and manage
your Genesys Cloud CX voice services anytime, anywhere with a simple web
interface.

Learn more

Inbound routing

Inbound voice routing (ACD)

Inbound voice uses your company’s defined business priorities to segment and
rank interactions. This enhances your ability to meet your SLAs for all voice
interactions — without creating complex routing strategies or adding resources.

Learn more

Voicemail

Ensure the continuity of your customer service operations with agent and group
voicemail. Receive email notifications for new messages, configure your own
greetings and get multi-language support.

Learn more

Callback

If your contact center is busy, use IVR to offer an option for callback while
allowing callers to keep their positions in the queue. Scheduling immediate or
delayed callbacks eliminates the need for customers to wait on hold to speak
with an agent — and that increases customer satisfaction.

Learn more

Predictive routing

Ensure that every customer interaction is routed to the best available agent.
Using Genesys AI, predictive routing continuously analyzes real-time data to
predict outcomes, matching customers to the best agent while optimizing for
important contact center KPIs.

Learn more

Outbound campaigns

Create long-lasting opportunities and decrease the volume of inbound calls to
your contact center with basic outbound campaigns. Send highly personalized,
timely and relevant notifications on your customers’ preferred channels.

Learn more

Inbound/outbound blending

Genesys outbound software supports blended agents. By blending inbound and
outbound calls to a specific agent group or all your agents, you can increase
agent utilization, reduce overall call wait times and smooth overall call
volume.

Learn more

Proactive notifications

Reach out proactively in a timely, personalized and contextual way. Target the
right customers at the right moment with the predictive engagement capabilities
of Genesys AI, and send automated, agentless SMS notifications to save time and
keep customers informed.

Learn more

Workforce engagement

Employee performance

Track, manage and boost your service levels with tools to monitor performance,
support employee development and engage with workers in ways that drive results.
Empower your managers, increase speed to competency for new hires and gamify
contact center KPIs.

Learn more

Resource management

Allow workforce managers to work with short-term forecasts and improve
forecasting efficiency by leveraging AI. Simplify your workforce scheduling with
flexible rules, manage time off and provide accessibility through a single
unified employee user interface.

Learn more

Quality assurance

Follow your customer experience interactions closely to maintain quality and
adhere to corporate policies. With interaction recording and screen recording,
you can record all interactions, including voice calls and employee screens.

Learn more

Unified communications

Anywhere access

Give your agents who are working remotely and in globally distributed teams a
modern, integrated communications solution. With the Genesys Cloud CX solution,
your teams aren’t bound by location or hardware. This web-based unified
communications solution, softphone and native mobile apps keep your workforce
united, equipped and engaged — no matter where they are.

Learn more

Business communications

The Genesys Cloud CX solution seamlessly connects contact center users, business
users, vendors, partners and customers. Unifying communications across your
company drives faster agent response times and improves business outcomes.

Learn more

Agent collaboration

Collaboration tools give teams access to communication channels from a single
application — on any device. Agents can use video, softphone, screen sharing,
persistent chat channels, rich employee profiles and document management — all
in one integrated solution.

Learn more

Reporting and analytics

Performance dashboards

Up-to-the-second analytics and real-time dashboards provide the information you
need to manage your contact center across multiple teams and channels. Customize
dashboards to match your unique needs and help you respond in the moment.

Learn more

Historical reporting

Preserve historical context across your call center and generate reports so you
can track and analyze service levels, call times, resolution rates, customer
satisfaction and other critical KPIs.

Learn more

Real-time and historical views

Unite real-time and historical data. Organize and search by customer or
interaction, and gain clarity with customized and consistent reporting that
gives you true insight into your data.

Learn more

Integrations and apps

AppFoundry Marketplace

Visit the Genesys AppFoundry Markeplace to browse and quickly deploy more than
350 third-party apps. Find everything you need to extend and enhance your
Genesys Cloud CX solution — from easy CRM integrations to creative ways to use
AI and automation.

Learn more

Pre-built integrations

Say goodbye to lengthy professional service engagements. Pre-built integrations,
developed and supported by Genesys, are quick to deploy and easy to configure.
And they simplify integrations with other business tools, such as CRM systems
and AI solutions.

Learn more

Salesforce integration

Combining data from Salesforce (such as contact details, service incidents and
purchase history) with customer journey data, Genesys Cloud CX can make dynamic
routing decisions based on customer context, adding skills, setting priority,
enabling self-service and more.

Learn more

GENESYS CLOUD CX BY THE NUMBERS

A Leader

Positioned highest in Ability to Execute according to 2022, Gartner® Magic
Quadrant™ for CCaaS

3700+

Trusted by more than 3,700 organizations in over 100 countries

99.99%

99.99% uptime, the most reliable customer experience solution on the market

300+

More than 300 new features deployed in 2022

20m

20 million conversations hosted daily

350

Over 350 ecosystem apps and pre-built integrations, including Salesforce,
Microsoft and Zoom

MODERNIZE YOUR CONTACT CENTER WITH A COMPOSABLE CX PLATFORM

Genesys Cloud CX is designed to take full advantage of modern cloud strategies
and technologies. A microservices-based architecture, API-first development,
open data and AI give you rapid innovation, agility and resilience. The
platform’s composable design optimizes your customer experience tech stack so
you can focus on configuring exactly what your business needs, with limited
disruption.

Genesys Cloud CX is transforming the contact center industry by delivering
innovation to companies of all sizes, everywhere. There’s a reason it’s a
leading platform for seamlessly integrating voice and digital channels —
empowering agents, delighting customers and creating better business outcomes
overall.

Explore the platform
View the architecture
See global regions

SECURE. RESILIENT. COMPLIANT.

Choose the secure, trustworthy solution for your cloud-based contact center.
Genesys Cloud CX meets and exceeds modern security standards with external
penetration testing, attack defense automation, and TLS and AES-256 encryption.
Key certifications and regulatory compliance mean you can trust that customer
and business data remains private — no matter your industry or location.

Learn more

SEE WHY OUR CUSTOMERS LOVE GENESYS CLOUD CX

> We want every student to feel their learning experience has been personally
> designed for them. Genesys Cloud CX gives us the perfect platform to do that.

— Adam Davis, Vice President, Contact Center Operations, Western Governors
University

View story

> With Genesys Cloud CX, we have a robust CX platform with all the features
> needed to raise the bar on the service we provide to members.

— Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product,
TechStyle Fashion Group

View story

> We’re able to simply switch on new capabilities when required…. Genesys Cloud
> CX has changed the game for us, constantly bringing new functionality.

— Jason Lock, Head of Contact Centers, Westpac NZ

View story

FLEXIBLE PRICING TO SUIT YOUR NEEDS

Our flexible pricing options are designed to help you purchase only the
capabilities you need. If you want to scale down your solution or upgrade at any
time, we make it easy. With Genesys Cloud CX, you’re investing in a partner
that’s proven and a product that’s visionary, enabling you to adapt, scale and
create meaningful experiences with confidence.

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DIG DEEPER INTO GENESYS CLOUD CX

CRITICAL CAPABILITIES FOR CONTACT CENTER AS A SERVICE

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THE FORRESTER NEW WAVE™: CONVERSATION AUTOMATION SOLUTIONS, Q3 2022

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SIX STORIES OF SUCCESSFUL CLOUD MIGRATIONS

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FIVE TRENDSETTERS IN CX INNOVATION

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About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences
for organizations in more than 100 countries. Through the power of our cloud,
digital and AI technologies, organizations can realize Experience as a Service®,
our vision for empathetic customer experiences at scale. With Genesys,
organizations have the power to deliver proactive, predictive, and hyper
personalized experiences to deepen their customer connection across every
marketing, sales, and service moment on any channel, while also improving
employee productivity and engagement. By transforming back-office technology to
a modern revenue velocity engine Genesys enables true intimacy at scale to
foster customer trust and loyalty.

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Choose the right accessibility profile for you
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Seizure Safe Profile Clear flashes & reduces color
This profile enables epileptic and seizure prone users to browse safely by
eliminating the risk of seizures that result from flashing or blinking
animations and risky color combinations.
OFF ON
Vision Impaired Profile Enhances website's visuals
This profile adjusts the website, so that it is accessible to the majority of
visual impairments such as Degrading Eyesight, Tunnel Vision, Cataract,
Glaucoma, and others.
OFF ON
ADHD Friendly Profile More focus & fewer distractions
This profile significantly reduces distractions, to help people with ADHD and
Neurodevelopmental disorders browse, read, and focus on the essential elements
of the website more easily.
OFF ON
Cognitive Disability Profile Assists with reading & focusing
This profile provides various assistive features to help users with cognitive
disabilities such as Autism, Dyslexia, CVA, and others, to focus on the
essential elements of the website more easily.
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Keyboard Navigation (Motor) Use website with the keyboard
This profile enables motor-impaired persons to operate the website using the
keyboard Tab, Shift+Tab, and the Enter keys. Users can also use shortcuts such
as “M” (menus), “H” (headings), “F” (forms), “B” (buttons), and “G” (graphics)
to jump to specific elements.

Note: This profile prompts automatically for keyboard users.
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Blind Users (Screen Reader) Optimize website for screen-readers
This profile adjusts the website to be compatible with screen-readers such as
JAWS, NVDA, VoiceOver, and TalkBack. A screen-reader is software that is
installed on the blind user’s computer and smartphone, and websites should
ensure compatibility with it.

Note: This profile prompts automatically to screen-readers.
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Accessibility StatementCompliance status

We firmly believe that the internet should be available and accessible to anyone
and are committed to providing a website that is accessible to the broadest
possible audience, regardless of ability.

To fulfill this, we aim to adhere as strictly as possible to the World Wide Web
Consortium’s (W3C) Web Content Accessibility Guidelines 2.1 (WCAG 2.1) at the AA
level. These guidelines explain how to make web content accessible to people
with a wide array of disabilities. Complying with those guidelines helps us
ensure that the website is accessible to blind people, people with motor
impairments, visual impairment, cognitive disabilities, and more.

This website utilizes various technologies that are meant to make it as
accessible as possible at all times. We utilize an accessibility interface that
allows persons with specific disabilities to adjust the website’s UI (user
interface) and design it to their personal needs.

Additionally, the website utilizes an AI-based application that runs in the
background and optimizes its accessibility level constantly. This application
remediates the website’s HTML, adapts its functionality and behavior for
screen-readers used by blind users, and for keyboard functions used by
individuals with motor impairments.

If you wish to contact the website’s owner please use the website's form

Screen-reader and keyboard navigation

Our website implements the ARIA attributes (Accessible Rich Internet
Applications) technique, alongside various behavioral changes, to ensure blind
users visiting with screen-readers can read, comprehend, and enjoy the website’s
functions. As soon as a user with a screen-reader enters your site, they
immediately receive a prompt to enter the Screen-Reader Profile so they can
browse and operate your site effectively. Here’s how our website covers some of
the most important screen-reader requirements:

1. Screen-reader optimization: we run a process that learns the website’s
components from top to bottom, to ensure ongoing compliance even when
updating the website. In this process, we provide screen-readers with
meaningful data using the ARIA set of attributes. For example, we provide
accurate form labels; descriptions for actionable icons (social media icons,
search icons, cart icons, etc.); validation guidance for form inputs;
element roles such as buttons, menus, modal dialogues (popups), and others.

Additionally, the background process scans all of the website’s images. It
provides an accurate and meaningful image-object-recognition-based
description as an ALT (alternate text) tag for images that are not
described. It will also extract texts embedded within the image using an OCR
(optical character recognition) technology. To turn on screen-reader
adjustments at any time, users need only to press the Alt+1 keyboard
combination. Screen-reader users also get automatic announcements to turn
the Screen-reader mode on as soon as they enter the website.

These adjustments are compatible with popular screen readers such as JAWS,
NVDA, VoiceOver, and TalkBack.

2. Keyboard navigation optimization: The background process also adjusts the
website’s HTML and adds various behaviors using JavaScript code to make the
website operable by the keyboard. This includes the ability to navigate the
website using the Tab and Shift+Tab keys, operate dropdowns with the arrow
keys, close them with Esc, trigger buttons and links using the Enter key,
navigate between radio and checkbox elements using the arrow keys, and fill
them in with the Spacebar or Enter key.

Additionally, keyboard users will find content-skip menus available at any
time by clicking Alt+2, or as the first element of the site while navigating
with the keyboard. The background process also handles triggered popups by
moving the keyboard focus towards them as soon as they appear, not allowing
the focus to drift outside.

Users can also use shortcuts such as “M” (menus), “H” (headings), “F”
(forms), “B” (buttons), and “G” (graphics) to jump to specific elements.

Disability profiles supported on our website
* Epilepsy Safe Profile: this profile enables people with epilepsy to safely
use the website by eliminating the risk of seizures resulting from flashing
or blinking animations and risky color combinations.
* Vision Impaired Profile: this profile adjusts the website so that it is
accessible to the majority of visual impairments such as Degrading Eyesight,
Tunnel Vision, Cataract, Glaucoma, and others.
* Cognitive Disability Profile: this profile provides various assistive
features to help users with cognitive disabilities such as Autism, Dyslexia,
CVA, and others, to focus on the essential elements more easily.
* ADHD Friendly Profile: this profile significantly reduces distractions and
noise to help people with ADHD, and Neurodevelopmental disorders browse,
read, and focus on the essential elements more easily.
* Blind Users Profile (Screen-readers): this profile adjusts the website to be
compatible with screen-readers such as JAWS, NVDA, VoiceOver, and TalkBack. A
screen-reader is installed on the blind user’s computer, and this site is
compatible with it.
* Keyboard Navigation Profile (Motor-Impaired): this profile enables
motor-impaired persons to operate the website using the keyboard Tab,
Shift+Tab, and the Enter keys. Users can also use shortcuts such as “M”
(menus), “H” (headings), “F” (forms), “B” (buttons), and “G” (graphics) to
jump to specific elements.

Additional UI, design, and readability adjustments
1. Font adjustments – users can increase and decrease its size, change its
family (type), adjust the spacing, alignment, line height, and more.
2. Color adjustments – users can select various color contrast profiles such as
light, dark, inverted, and monochrome. Additionally, users can swap color
schemes of titles, texts, and backgrounds with over seven different coloring
options.
3. Animations – epileptic users can stop all running animations with the click
of a button. Animations controlled by the interface include videos, GIFs,
and CSS flashing transitions.
4. Content highlighting – users can choose to emphasize essential elements such
as links and titles. They can also choose to highlight focused or hovered
elements only.
5. Audio muting – users with hearing devices may experience headaches or other
issues due to automatic audio playing. This option lets users mute the
entire website instantly.
6. Cognitive disorders – we utilize a search engine linked to Wikipedia and
Wiktionary, allowing people with cognitive disorders to decipher meanings of
phrases, initials, slang, and others.
7. Additional functions – we allow users to change cursor color and size, use a
printing mode, enable a virtual keyboard, and many other functions.

Assistive technology and browser compatibility

We aim to support as many browsers and assistive technologies as possible, so
our users can choose the best fitting tools for them, with as few limitations as
possible. Therefore, we have worked very hard to be able to support all major
systems that comprise over 95% of the user market share, including Google
Chrome, Mozilla Firefox, Apple Safari, Opera and Microsoft Edge, JAWS, and NVDA
(screen readers), both for Windows and MAC users.

Notes, comments, and feedback

Despite our very best efforts to allow anybody to adjust the website to their
needs, there may still be pages or sections that are not fully accessible, are
in the process of becoming accessible, or are lacking an adequate technological
solution to make them accessible. Still, we are continually improving our
accessibility, adding, updating, improving its options and features, and
developing and adopting new technologies. All this is meant to reach the optimal
level of accessibility following technological advancements. If you wish to
contact the website’s owner, please use the website's form

Hide Accessibility Interface? Please note: If you choose to hide the
accessibility interface, you won't be able to see it anymore, unless you clear
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