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Genesys Solutions

Genesys Cloud CX

Orchestrating connected experiences across every constituent and employee interaction

Deliver Secure, Personalized Experiences at Scale

Untitled-design-(28).jpg Genesys Cloud CX is an AI-driven experience orchestration platform designed to help Public Sector organizations manage and optimize every stage of the customer and employee journey.

Built to support agencies and organizations of all sizes, the platform brings together engagement, routing, workforce engagement management and journey visibility into a single cloud environment. With embedded AI and intelligent automation, agencies can streamline operations, improve service delivery and empower employees with the tools they need to better serve constituents.

Genesys Cloud CX supports omnichannel engagement, enabling teams to meet individuals on their preferred channels while maintaining a unified view of each interaction. The result is more responsive service, improved operational efficiency and stronger constituent trust.

One platform. Connected experiences. Mission-focused outcomes.

Genesys Cloud EX

Strengthen workforce engagement with a comprehensive employee experience platform designed to integrate with your contact center environment.

Support the Modern Public Sector Workforce

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Genesys Cloud EX is a standalone workforce engagement management solution that helps agencies create a more informed, productive and engaged workforce. Designed to integrate seamlessly with existing contact center channels, the platform provides real-time and historical insights into operational performance and employee activity.

With open APIs and prebuilt integrations, agencies can connect systems, centralize workforce data and gain better visibility into employee performance across teams.

 

Comprehensive Workforce Engagement Capabilities

Genesys Cloud EX brings together workforce management, quality monitoring, compliance support and performance management into a unified solution. It works alongside your existing ACD and infrastructure, helping agencies optimize staffing, improve service levels and support accountability.

Centralized Workforce Insights

Untitled-design-(26).jpg A single, centralized platform enables cross-functional teams to manage schedules, monitor performance and align resources to mission priorities more effectively.

 

 

AppFoundry Marketplace

Integrations & Apps — Simplified Contact Center Connectivity

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Deliver seamless service by connecting your contact center to the tools and systems your teams use every day. With an expansive marketplace of integrations and apps, you can build a flexible, efficient customer experience ecosystem that supports your unique mission goals.

Key Capabilities:

  • Broad App Ecosystem: Access hundreds of pre-built apps and integrations that extend your contact center capabilities to meet specialized workfl ows and use cases.
  • Trusted Partner Solutions: Leverage integrations from hundreds of vetted technology partners to enhance collaboration, CRM, analytics, and automation.
  • Easy Deployment: Many apps offer one-click installs and free trials — so teams can experiment and adopt without heavy IT overhead.

Integrations That Support Your Operations:

  • CRM & Collaboration: Unify customer data and agent tools for a consistent view of customer interactions.
  • APIs & Developer Tools: Open APIs and developer resources make custom integrations and workfl ows possible.
  • Automation & AI: Integrate bots and AI services to streamline routine interactions and support around the clock.

Connecting disparate systems into a cohesive contact center environment helps drive efficiency, reduce response times, and improve outcomes for both employees and the people they serve.