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
Discover stories of impact
A market’s leading global logistics company case study
Discover how a leading global logistics company gained greater control over fragmented services, enhanced employee skills and self-service capabilities, and unlocked valuable data insights through migration to Genesys Cloud.
Flying high: a global airline case study
Explore how transitioning to Genesys Cloud empowered a global airline to innovate, integrating key systems and launching WhatsApp as a customer contact channel for premium customers within a month.
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.
Why choose BT for customer contact
Global reach
BT’s network capabilities mean no global location is too hard to connect. We have experience handling bespoke in-country requirements all over the world.
Complex cloud migration
BT offers a truly safe pair of hands and strong architecting and design, having refined an enhanced hybrid delivery model, over 200+ migrations. BT actively manages over 150k agents on cloud globally.
A secure integrated ecosystem
Realising the benefits of integrated workflows and greater automation requires a partner like BT who can get key digital business tools talking to each other safely and securely.
An elite Genesys partner
As the highest level in the Genesys Partner Program, Elite partners bring unmatched expertise, proven success, and exclusive access to cutting-edge CX solutions.
Building reliable customer experience
Gain expert insights on customer experience, workforce satisfaction, and digital transformation in this webinar series. Hosted by Leigh Hopwood, CEO of CCMA UK, these sessions feature expert insights and actionable strategies.
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.
Frequently asked questions
What’s the difference between a cloud contact centre and a hosted contact centre?
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.
Can Genesys Cloud Contact Centre integrate with existing systems and applications?
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.