Genesys Call Center

What is this Offering? 

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

Who is Eligible to use it?

Any Temple University department in need of a comprehensive contact center solution may request access or consultation to determine suitability.

How do I use it?/How do I Request it?

Submit a service request through [insert request form or TUhelp link] to begin the evaluation and onboarding process. A consultation may be required to assess departmental needs and usage patterns.

Cost and Limitations

  • Cost: This is a premium offering and comes with a higher price point than standard telephony services.
  • Designed for departments that require high-volume, multi-channel contact center functionality
  • Limited to use cases aligned with institutional customer service delivery
  • Requires integration and setup consultation with the ITSM/telecom team