Administrators home
Get started
Use quick start guides to set up the basics for Collaborate, Communicate, and Genesys Cloud contact center.
Account settings
Manage your subscriptions and configure organization-wide settings.
Predictive Engagement
Observe and analyze visitors in real-time on your website, and offer the most appropriate and effective channel to help them complete their journey.
People and permissions
Manage people in your organization and their permissions for various Genesys Cloud functionality.
Directory
Set up groups, locations, skills and certifications, profile layouts and labels, and external contacts.
Documents
Administer the storage, organization, and sharing of all types of files securely with our enterprise-level content repository.
Telephony
Configure a telephony connection, manage phones, configure DID numbers and extensions, and much more.
Triggers
Use triggers to configure a reaction to specific events that occur within Genesys Cloud.
Contact center
Configure settings for contact center agents, such as adding ACD skills, adding wrap-up codes, managing queues, and creating canned responses.
Routing
Set up Genesys Cloud routing. Create schedules, configure call and message routing, plan for emergencies, and store data locally in data tables for use in Architect.
Genesys Cloud ACD
Dynamically match customer interactions and agents. ACD interactions include voice, chat, message, email, and callback.
Quality management
Manage policies for recording, evaluation, and calibration policies, assign and complete evaluations, and analyze results.
Reports, views, and dashboards
Provides supervisors, managers, and executives with real-time and historical metrics for their contact center.
Outbound dialing
Manage outbound dialing campaigns with options to run sequences of campaigns or through scheduling.
Scripting
Create on-screen instructions that help agents process calls. Present details about a caller to the agent and fields for collecting or updating information.
Workforce management
Workforce management equips businesses with the tools to balance competing priorities by delivering exceptional customer and employee experiences while staying within budget. The feature enables organizations to predict, schedule, and manage the right number of employees with the right skills, at the right times to ensure that service levels are met with precision and efficiency. By leveraging AI-powered forecasting, Workforce management provides accurate demand predictions across the organization. This process drives scalable, optimized scheduling that aligns seamlessly with business goals and labor requirements. Employees gain access to self-service tools to request time off, trade shifts, and manage schedules through mobile platforms, which improves flexibility, engagement, and work-life balance. Managers can monitor real-time adherence and track intraday changes, allowing them to quickly adapt to fluctuating workloads and staffing needs. The solution streamlines operations, enhances compliance, and empowers data-driven decision-making, fostering a more agile and efficient workforce.
Integrations
Genesys Cloud integrations connect Genesys Cloud with other tools, systems, services, and applications.
Architect
Use this drag and drop web-based design tool to create auto-attendant flows for media types, and much more.
Genesys Cloud Voice
Learn how to purchase numbers, port numbers, view rate schedules, and much more.
Widgets for web chat
Learn how to deploy and configure web chat on your website so customers can easily chat with agents.
Co-browse
Learn how to set up co-browse so customers can share their view of your website with agents.
Screen share
Learn how to set up screen share so customers can share an application or the entire desktop with agents.
Speech and text analytics
Configure automated speech and text analytics for interactions to provide deep insight into customer-agent conversations.
Workforce Engagement Management
With its Workforce Engagement Management (WEM) offering, Genesys provides a comprehensive workforce optimization solution that simplifies the agent experience and helps organizations drive results and employee satisfaction with capabilities such as call recording, screen recording, quality management, performance management, speech and text analytics, and workforce management.
Performance management
Manage and track employee performance by enabling learning, development, and gamification for your organization.
Bots
Use native or third-party integrations to build bots that interact conversationally with customers. Call the bot actions in Architect call, chat, and message flows.
Messaging
Use messaging to allow agents to respond to customer interactions from various asynchronous messaging channels, including third-party message platforms, inbound SMS, and Genesys Cloud web messaging.
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