1 Introduction to Genesys Cloud CX

Genesys is the cloud-based call management system used by IM workers to receive, make, and transfer calls, and to listen to voicemail. Genesys is an online platform that does not require users to download anything to their computers. This guide explains the application that enable these call center functions.

A new version of Genesys will be released in phases over the summer of 2024. Through these phases, users who log in to Genesys using the Genesys portal will gradually be given access to the new version. Users will be informed by their supervisors when they have access to the new version.

This guide is for both versions of Genesys. The first 11 sections are for users who log in to Genesys using the portal. The sections that follow that, starting with this one, support the new version. Note that the section numbering in the table of contents restarts at 1 with this section.
 

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Publication Number: P-03208