GeneSys

Genesys is a brand and company name associated with customer experience and contact center technology. It refers to a family of software solutions designed to help organizations manage multichannel customer interactions, automate routing, and analyze performance. Genesys products are available as cloud services and on-premises deployments, allowing organizations to host contact center software in the cloud or within a private data center.

Genesys Cloud, formerly known as PureCloud, is a cloud-based platform that handles inbound and outbound interactions across voice, chat, email, social media, and messaging channels. It includes intelligent routing, IVR, workforce management, and analytics, with capabilities for AI-assisted customer engagement, agent assistance, and self-service bots. Genesys Engage (formerly PureEngage) targets larger enterprises and provides on-premises or private cloud deployments, offering highly customizable routing, integrations, and control over security and data governance.

Technology and ecosystem: Both platforms leverage APIs and connectors to CRM and enterprise systems, support omnichannel workflows, real-time and historical reporting, and a developer ecosystem with customization options and marketplaces. The solutions emphasize scalability, security, and compliance to support global call centers and enterprise IT environments.

History and market position: Genesys traces its origins to the 1990s as part of Genesys Telecommunications Laboratories, a vendor for call-center technology. The company has changed ownership through acquisitions and restructurings and operates globally, maintaining a leading position in the contact center software market alongside other major providers.

Other uses: In tabletop gaming, Genesys is also the name of a generic role-playing game system published by Fantasy Flight Games in 2017, designed to be adaptable to multiple genres.