Business Users

Genesys Cloud provides capabilities for users to collaborate, including searching for coworkers, starting chats and video calls, uploading files, and more. Users can download desktop and mobile apps, complete their profile, and begin collaborating after logging into their Genesys Cloud account if system requirements are met.

Genesys Cloud provides a full-featured cloud contact center platform with capabilities for calls, including using the Genesys Cloud WebRTC phone, answering/making calls, muting, holding calls, conferencing, transferring, forwarding, recording, entering numbers, sending faxes, voicemail, and a unified inbox for managing voicemails, faxes, recordings, and interaction evaluations. The platform enables agents to easily make and manage calls with key features like muting, holding, transferring, conferencing, forwarding, and more. The unified inbox consolidates voicemails, faxes, recordings and evaluations into one place for simplified management.

Genesys Cloud chat lets you instantly share your ideas with people inside your organization without sending an email. Persistent chat history allows you to start a conversation with your colleagues and continue it anywhere anytime. You can use the chat roster to see current chats, check user availability, start chats and video chats, send messages with emojis and formatting, share files and media, monitor and participate in group chats, customize notifications, search message history, see recent activity, and integrate with webhooks. Administrators can enable features like message reactions, pinning, and editing, and can turn Collaborate chat on or off across the organization.

Genesys Cloud's Documents feature provides secure file storage, organization, and sharing capabilities for enterprise users. The platform supports multiple file types including text documents, images, faxes, videos, voicemails, call recordings, emails, and photos. Users can manage content through personal workspaces with customizable organization systems, including file tagging for quick retrieval. Key features include file versioning, thumbnail previews, local file downloads, desktop app integration, and workspace collaboration tools. The system offers robust search functionality with tag-based, keyword, and filtered search options. Security features include encryption, enterprise-grade protection, searchable audit trails, and secure access over cellular and wireless networks, helping organizations meet compliance requirements. Users can perform actions such as file sharing, fax sending, workspace management, and file property viewing through the Documents dashboard.

Genesys Cloud enables organizations to create groups for communities within the company based on common skills, relationships, location, or other information. Administrators and authorized users can create groups for any purpose such as subject matter experts, projects, or locations. Members can be added individually or automatically using membership rules. Dynamic groups can also be created based on skill expressions. Group profile pages show members, and a person's profile page displays their group memberships. Users can browse and search groups to find and request to join those they need. Group members can communicate via one-on-one or group chats, monitor conversations, ask questions, and make announcements. Personal group chat rooms can also be created without an official group.

Genesys Cloud profiles display users' contact information, relationships, location, groups, education, skills, and more. Profile data enables advanced searches and creating groups. Key features include standard profile fields, searching the directory, managing profiles, configuring fields and sections, completing user profiles, and hierarchy views showing reporting structures. Profiles are central to Genesys Cloud, enabling users to connect and be found within an organization.

Genesys Cloud enables users to search the directory to find people, groups, locations, or external contacts by typing in the search field or searching by categories like skill, title, department, certification, and more. Users can also search profiles to find people by tags or relationships, start chats and calls, view contact cards, and add favorites directly from search results. Additional capabilities include searching chat history to find previous messages and searching documents using tags, keywords and filters to quickly locate files.

Genesys Cloud provides customizable settings that enable users to configure their experience, including user profile, presence, location sharing, phone selection, audio profiles, notifications, chat preferences, passwords, and more. Users can view their profile, update status and presence, share location, select phones, create audio profiles, set sound levels, enable call forwarding, change app preferences and notifications, customize chat and video settings, change password and voicemail PIN, use keyboard shortcuts, and reset forgotten passwords.

Genesys Cloud provides presence, status, and activity indicators to let others know immediately whether you are available for a call or chat. Users can set their presence to states like available, away, or offline and add custom status messages. Genesys Cloud displays user activity like when they are on a call and can optionally show geolocation. Admins can manage statuses, view agent status reports, change agent statuses, and set statuses for multiple users. Key capabilities include presence settings, status messages, activity indicators, geolocation sharing, status management, and status reporting.

Genesys Cloud video chat lets users hold video conferences with others in their organization. Users can start video chats and conferences from group chats or by invitation. Features include continuing to chat while talking, screen sharing to demonstrate work and ideas, and troubleshooting tools to diagnose camera, microphone, and connection issues.

Genesys Cloud voicemail allows callers to leave messages when users aren't available. Users can manage their voicemail box options, listen to, forward, download, add notes to, and delete messages. Admins can customize voicemail settings like PIN requirements, maximum length, notifications, transcription, remote access, and not available behavior. Key capabilities include voicemail transcription, adding notes, remote access, custom unavailable greetings, and analytics.