Accenture + Genesys

Enabling cloud-based intelligent solutions that deliver personalized customer experiences while optimizing operations

Accenture-Genesys strategic alliance

Our strategic partnership offers unrivaled value and expertise to help you deliver a personalized customer experience (CX) to your customers around marketing, sales, and service processes.

We achieve this at scale and across any channel by use of conversational AI – artificial intelligence powered chatbots and virtual assistants.

Transforming customer care

  • Customer Experience: Personalized, proactive services delivered seamlessly across all channels and throughout the customer journey.
  • Analytics: 360-degree, predictive analysis, with speech analytics to understand customer behavior and conversation in real-time.
  • Digital Adoption: Cloud-based and AI-powered for scale, reach, and intelligence.
  • Workforce Optimization: Staffing and scheduling for dynamic demand, and measuring agent performance.
Our solutions are powered by cloud and AI to empower a high-performance workforce.

Our capabilities and service offerings

Accenture, a leader in cloud strategy and implementation, and Genesys, a leader in cloud contact center platforms, bring together comprehensive capabilities and services. Through numerous client implementations, we’ve developed tools and accelerators specifically tuned for Genesys to expedite delivery and time-to-value.

AI-powered customer experience

  • Virtual agent discovery
  • Conversation design
  • Agent assist
  • Using AI platforms; e.g., Google CCAI, Amazon CCI, Microsoft LUIS, IBM Watson

Journey to the cloud

  • Cloud contact center strategy and transformation
  • Capability fit-gap assessment
  • Platform design and implementation

Customer care operations

  • Workforce optimization (WFO)
  • Quality monitoring and automation
  • Operational reporting

Omni-channel orchestration

  • Interaction routing
  • Insight-driven workload distribution

Contact center analytics

  • Text and speech analytics
  • Caller intent and call tree analytics

CRM integration

  • CRM integration, e.g., Salesforce, Microsoft Dynamics, SAP and Pega
  • Agent experience design

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We’ve got the Genesys expertise

We have proven expertise in Genesys.


Years of partnering with Genesys


Times recognized as Genesys partner of the year


Projects across industries


Certified Genesys Professionals


Joint clients


Presence in countries

Our leaders

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