# What is Genesys Cloud CX used for?

What is Genesys Cloud CX used for?

##### Post Metadata
- Posted at: almost 3 years ago
- Author title: Pinned by G2 as a common question
- Net upvotes: 2


## Comments
### Comment 1

It's a Cloud Contact Center as a service (CCaaS) hosted on AWS. 
> It is used for very basic communication/chat between internal users Globally, as well as > for running and enterprise business throughout the world, having advanced & complex automated routing and AI powered bots, Workforce Management, Reporting and other self-help functionalities.

Preferred by top Enterprises due to its robustness, scalability & efficiency.

##### Comment Metadata
- Posted at: about 1 month ago
- Author title: Consultant



### Comment 2

Core Uses

Omnichannel Support: 

It unifies customer conversations from phone calls, emails, live web chats, SMS text messages, and social media into a single desktop interface for support agents.

AI & Automation: 

It runs AI-powered virtual assistants, voice bots, and chatbots that handle routine customer questions automatically without needing a human agent.

Smart Routing:

 It instantly directs incoming customer inquiries to the right department or specialized employee based on the customer's history and needs.Workforce Engagement: It provides managers with tools for tracking agent performance, recording calls for quality assurance, scheduling shifts, and analyzing real-time support data.

##### Comment Metadata
- Posted at: about 2 months ago
- Author title: Approachable



### Comment 3

Genesys Cloud CX is a contact center platform which allows businesses to manage custoner interactions across voice,chat, email and social media. It allows Artificial interliigence automation, call routing, analytics,  to enhance the customer experience and operational efficiency.

##### Comment Metadata
- Posted at: over 1 year ago
- Author title: Travel Agent - Schedule change




## Related Product
[Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews)

## Related Category
[AI Customer Support Agents](https://www.g2.com/categories/ai-customer-support-agents)

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