Why companies choose Genesys Cloud

Discover the six ways Genesys Cloud stands out from the competition

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Introduction

Why do so many leading businesses worldwide choose the Genesys Cloud™ platform as their preferred solution for enhancing customer experience (CX)?

In a world where CX remains a top strategic differentiator, it’s important to understand the answer to this question. As more companies prioritize CX transformation to enhance customer satisfaction and overall business performance, choosing the right platform is critical for anyone hoping to stand out from the crowd.

This eBook explores the six core aspects that make Genesys Cloud the preferred choice for businesses aiming to orchestrate exceptional experiences.

“Built-in omnichannel and workforce engagement capabilities, plus an open API architecture for simple integration and development, opened up possibilities we couldn’t get with another vendor.”

Henry Svendblad
CTO
Company Nurse

1. Architecture

Unmatched reliability and innovation

Global availability

Genesys Cloud offers a cloud-native infrastructure designed for high availability with its innovative Active/Active/Active architecture, ensuring that consistent uptime is maintained — an essential feature for businesses where service disruptions are unacceptable. This robust foundation supports seamless scalability, including for global operations across multiple regions, allowing organizations to adjust capacity swiftly in response to varying demands without impacting system performance.

Extensibility and speed of innovation

Genesys Cloud also stands out through its consistent delivery of weekly updates, keeping the platform responsive in an ever-evolving technology landscape. And the platform’s native composability is further augmented by its integration capabilities, which include over 3,000 APIs and collaborations with more than 300 partners. With access to over 600 applications via the AppFoundry® Marketplace, businesses can customize and extend their solutions to precisely fit their operational needs.

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  • Unmatched level of reliability — Active/Active/Active architecture
  • Unmatched speed of innovation — weekly innovations
  • Unmatched size of ecosystem — over 600 apps

2. Comprehensive

A full-featured platform for unified service

Natively built, not stitched together

Genesys Cloud distinguishes itself with its truly unified platform — built from the ground up rather than assembled through acquisitions. This cohesive architecture ensures a seamless and reliable user experience, unlike some competitors’ solutions, which may suffer from integration challenges due to their patchwork nature. By offering a single, homegrown codebase, Genesys Cloud delivers unmatched stability and performance.

Seamless customer and employee experiences

This full-featured platform integrates customer experience and employee experience solutions into a unified interface. It streamlines operations, facilitating coherent management of customer interactions across all channels: voice, digital and social. The consolidation of services under one contract, with flexible user and usage options, provides ease of use and cost efficiency — optimizing customer service operations and enhancing overall satisfaction.

  • One vendor — a CCaaS/WEM/conversational AI leader
  • One platform — single management, agent and supervisor UI
  • One contract — flexible options, pay only for what you need
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3. AI-powered

Driving engagement through intelligent automation

Native AI capabilities

Genesys Cloud incorporates a robust artificial intelligence (AI) framework that powers all aspects of experience orchestration. Our extensive, natively built AI capabilities include generative AI, predictive engagement and voicebots. Technologies such as predictive analytics, machine learning and natural language understanding automate and personalize interactions at scale. This AI-driven automation extends across various personas — customers, agents, supervisors and administrators — to deliver tailored experiences that anticipate needs and streamline processes.

Tokenized AI pricing

Our tokenized AI pricing model is user-centric and flexible, allowing businesses to mix and match AI functionalities, paying only for what they need. This approach supports organizations’ AI experimentation by providing a guaranteed minimum number of tokens to explore and try out different AI use cases. And by continuously learning and adapting, the native AI capabilities of Genesys Cloud guarantee that the platform evolves with changing customer expectations and business landscapes.

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  • Every action — predict, automate, augment and optimize
  • Every step — engage, route, serve, analyze and forecast
  • Every possibility — flexible, tokenized, pay-per-use pricing

4. Architect

Empowering users with low-code solutions

One orchestration layer

The architectural excellence of Genesys Cloud is highlighted by Architect, its unified orchestration layer. Architect enables seamless orchestration of every interaction across all channels and modes. Unlike some competitors who require multiple tools to achieve the same orchestration goals, Architect integrates various communication channels and AIenhanced bots into a single platform, ensuring a consistent and efficient customer experience.

Drag-and-drop composability

Architect’s low-code interface empowers all users — even those without deep technical expertise — to design and manage complex customer journeys. This includes creating detailed interaction flows and deploying AI-enhanced knowledge systems, all within a user-friendly drag-and-drop environment. By democratizing the experience design process, Genesys Cloud makes it easier for IT to enable business users to make any needed changes quickly and efficiently, tailoring Genesys Cloud to different business units’ unique customer base and operational goals.

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  • Every channel — voice, email, chat, messaging and social
  • Every entity — agent, flow, bot, data, knowledge
  • Every experience — self-service, agent-assisted, hybrid

5. Guidance

Providing expert assistance for continuous success

Proactive support and strategic enablement

Genesys Customer Success is at the core of helping our customers unlock the full potential of Genesys Cloud. We go beyond traditional customer support, offering organizations dedicated assistance to optimize and continuously refine their CX strategies. With 24/7 global support, our team of professionals are dedicated to helping customers realize value, quickly resolve challenges to accelerate business outcomes and embrace innovation to achieve long-term success throughout their lifecycle. From seamless onboarding and expert guidance to proactive engagement and strategic touchpoints, organizations can harness the full potential of our services to drive seamless operations and superior customer interactions.

Comprehensive services for rapid value realization

From initial implementation to long-term CX transformation, Genesys professional services equip organizations with the tools and expertise needed to maximize the value of their customer journey investments. AI-driven analytics provide real-time insights, detecting inefficiencies and uncovering opportunities for improvement. Tailored consulting, hands-on training and guided best practices help teams to build internal expertise, enabling them to scale and adapt their strategies with confidence.

  • Extensive support — 24/7 expert assistance for deployment, optimization and troubleshooting
  • Extensive guidance — strategic consulting and continuous engagement to maximize platform capabilities and business impact
  • Extensive training — customized education programs to empower teams and drive adoption

6. Alliances

Partnerships for expanded capabilities

A leading Salesforce partner

The power of Genesys Cloud is significantly enhanced through strategic alliances with top-tier technology leaders like Amazon Web Services (AWS), Google and Microsoft. And Genesys is a leading partner for the world’s top CRM system vendor, Salesforce. Our platform’s capabilities are greatly extended by integrating world-class infrastructure, CRM and workflow solutions. This collaboration provides businesses with the tools they need to build advanced, reliable and scalable customer experience frameworks.

Maximize your existing investments

By partnering with industry leaders, Genesys ensures that organizations can maximize their existing investments in technology. Integrations with AWS and ServiceNow enable seamless workflows and resilient infrastructure, helping businesses achieve superior performance and flexibility. These partnerships not only enhance the Genesys ecosystem but also ensure it remains at the forefront of technology, continually evolving to meet the needs of modern enterprises.

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  • #1 Infrastructure as a Service vendor — AWS1
  • #1 CRM system vendor — Salesforce2
  1. Source: Gartner® Magic QuadrantTM for Strategic Cloud Platform Services, 2023
  2. Source: IDC, Worldwide Semiannual Software Tracker®, 2024

Conclusion

Through its advanced architecture, comprehensive integration, powerful AI capabilities, flexible design tools, extensive support and strong strategic partnerships, Genesys Cloud sets a new standard in customer experience management. It provides businesses with the tools and agility needed to excel in customer engagement and satisfaction, adapting quickly to changing conditions and driving sustainable growth.

With Genesys Cloud, companies are equipped to navigate the complexities of modern customer service environments, ensuring that every customer interaction is an opportunity to reinforce trust and forge the kind of brand loyalty that keeps businesses thriving for the long term.

Take a self-guided tour of Genesys Cloud.

Try it now


“Genesys Cloud means we no longer need three or four systems to do one job. Consequently, we’ve seen a 35% leap in productivity.”

Ryan Ervin
Senior Director
Customers for Life, TCC Round Room




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About Genesys

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, a leading AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, full-featured platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Visit us at genesys.com or call us at +1 888-436-3797.

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