Genesys Cloud contact centre

Transform your customer and employee experience with a modern, API-first experience orchestration platform. Genesys Cloud contact centre uses a full suite of omnichannel options, built-in employee experience, turnkey AI, and end to end journey management.

Transform your customer and employee experience with a modern, API-first experience orchestration platform. Genesys Cloud contact centre uses a full suite of omnichannel options, built-in employee experience, turnkey AI, and end to end journey management.

Established market leader in customer and agent experiences

All-in-one orchestration platform with Workforce Engagement Management (WEM)

Genesys Cloud unifies contact centre operations with WEM, seamlessly integrating voice, chat, email, and social channels while enhancing employee performance and customer satisfaction.

AI Integration

Genesys Cloud leverages AI to optimise customer interactions, automate tasks, and provide real-time insights, creating a smarter, more efficient contact centre.

Secure and seamless connectivity

BT enhances Genesys Cloud with its extensive voice and data networks, while enterprise-grade security safeguards customer interactions and sensitive data.

Scalable and flexible

Built to grow with businesses, Genesys Cloud offers flexible deployment and powerful features, adapting to evolving organisational needs.

BT and Genesys: Future-ready customer
experience platform

Genesys Contact: what you can expect

See Genesys Cloud CX at work with an interactive demo

Get a firsthand look at Genesys Cloud CX with our interactive demo. Watch the video or explore the interactive platform yourself to see how it enhances customer and agent experiences by clicking the button below.

Explore the interactive demo on Genesys
truck driving over high bridge
ConnectivityOctober 21, 2025

Logistics And Courier Service Provider case study: Genesys Cloud contact centre

We've supported their seamless transition to a Genesys cloud-based contact centre, unlocking the power of omnichannel engagement and transforming how customers connect with the brand.

Read the logistics and courier service case study
airside engineer talking on radio near aircraft on runway low-angleview
ConnectivityOctober 21, 2025

Global Airline case study: Genesys Cloud contact centre

Discover how a leading global airline partnered with BT and Genesys Cloud to transform customer experience by adopting an omnichannel contact centre strategy.

Read the global airline case study

A UK telecom company case study

Learn how migration to Genesys Cloud streamlined telephone number transitions by business function, enhancing customer service and operational efficiency on an evergreen platform.

Read UK telecom company case study

UKI Customer case study: The Home Office

Robbie Warwick from The Home Office discusses the strategic cloud migration, highlighting innovation and the careful balance between risk and security.

people-talking-in-a-factory.
Contact centre sustainability: Is your reporting accurate enough?

Net zero progress must be comprehensively reported for credibility, so contact centre operators need appropriate reporting for their cloud-based private data centre services.

Read Contact centre sustainability insight

Frequently asked questions

A cloud contact centre is a contact centre solution where everything – from the infrastructure to the software and services – is hosted and delivered over the internet. Often it’s subscription-based, which means you can scale up or down, depending on your needs.

A hosted contact centre sometimes also has cloud elements to it, like remote access. But often, it’s an on-premises contact centre with data stored on physical servers.

Yes. It supports multiple types of integration and can connect to business systems in a number of different ways – using market-leading APIs.

It easily integrates with your customer relationship management (CRM) systems, enterprise resource planning (ERP) systems, databases, enterprise data repositories, enterprise service buses, and other backend systems.