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Top Reasons to Choose Genesys Cloud CX CCaaS Solution.

Updated: Apr 17

Below are the top reasons you should choose Genesys CCaaS solution for your cloud migration.




Top 20 Reasons for choosing Genesys Cloud CX CCaaS Solution

Top 20 reasons to choose Genesys Cloud CCaaS solution.



  • Genesys Cloud CX is one of the few CCaaS providers, that offers all contact center solutions from the same cloud, including Collaboration, Messaging, Workforce Management (Not reliant on 3rd party), Quality Management, Outbound Dialler, Unified Communications & Contact Centers.


  • Genesys Cloud CX architecture is a Layered platform hosted on AWS & layering is based on concentric microservice, including Collaborate, Communicate, and Contact Center. Collaborate is the innermost & contact centre is outermost, Each layer uses the bottom layer as its base foundation (Communicate uses collaborate & Contact centre uses communicate layer as base foundation).


  • Genesys Cloud CX is a leader as per Gartner's 2022 magic quadrant, carries a strong legacy & a mature Cloud CCaaS Platform.


  • Genesys Cloud CX has come a long way since Genesys Engage framework, pureconnect, purecloud to fully evolve as a true cloud-based Omnichannel solution.


  • Genesys Cloud CX's Architect IVR development tool is a zero download, fully GUI enabled & with robust low-level programming options. For basic IVR & ACD routings, it offers no coding options for non-programmers and business users.


  • Architect IVR tool supports omnichannel including Voice, Chat, SMS, Email, Social, BYOC ( Bring your own channel), Twitter etc.


  • Genesys offers Build, Test, and Publish – all from the same CX interface.


  • Genesys has support for built-in Data Actions ( Static & Custom) to Integrate with CRM & Backend services,


  • Genesys offers fully featured REST API testing, development & integration tool ( No need for an external API builder tool), you can design develop APIs for use in IVR Call Flows & applications.



  • Genesys Cloud CX offers Single administration interface across voice and all channels


  • Genesys Cloud CX has competitive pricing with Agent-based Monthly Subscription bundles, and offers three licensing tiers ( CX1, CX2, CX3)


  • Genesys boasts of more than 99.99% availability due to its distributed architecture on AWS.


  • Genesys offers out-of-box CRM integrations with most of the providers, including salesforce, ServiceNow, SAP, Zoho, Zendesk etc.


  • Genesys offers fully OOB ( out of Box) integration with Salesforce with embedded Genesys agent clients for both Classic & Lightening versions of Salesforce.



  • Genesys platform is AI & Bot ready. It offers AI integrations with ChatGPT, Amazon Lex, Google CCAI, and IBM Watson.


  • Genesys AppFoundry has more partners and solutions than any other CCaaS Provider in the market, Genesys development community & partner network ( App Foundry) is strong.


  • Genesys knowledge network includes a great collection of Public APIs, Blueprints, templates, stacks, GitHub community to easily build complex applications.



  • Genesys outbound dialer is a feature Rich, outbound supports all campaign modes ( predictive, preview, power, progressive)


  • Genesys cloud CX offers detailed & in-depth Real time, Historical analytics for IVR, ACD Queuing & Agent Reportings, out of box IVR navigation reports.


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