Genesys Cloud CCaaS is a cloud-based contact center platform that enables departments to manage customer interactions across multiple channels — including voice, chat, email, social media, and SMS — from a single, unified interface. It’s designed to improve service delivery, optimize workforce performance, and deliver consistent, personalized support experiences.
Key capabilities include:
- Omnichannel routing
- AI-powered automation and chatbots
- IVR and call recording
- Real-time dashboards and analytics
- Workforce optimization tools
- Security and compliance features