Omnichannel routing
Voice, email, chat, WhatsApp and social in one queue, with predictive routing that matches each customer to the agent most likely to resolve them.
Products
The platforms we implement, run and answer for.
Eight platforms, one accountable partner. Pick one to see what it does, who it is built for and how it connects to the rest of your stack.
Pick a platform
Contact centre
Quality & insight
Data
Voice
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Genesys Cloud Premier Partner
Built for enterpriseEvery channel.
Every agent.
One platform.
Genesys Cloud is the contact centre platform for organisations that cannot afford to get customer experience wrong: voice, digital, workforce engagement and AI on one cloud, with agents that now act as well as assist. We design it, implement it and stay on the hook for it.
- 11 years
- A Leader in the Gartner Magic Quadrant for CCaaS, most recently in 2025
- 8,000+
- organisations run their customer experience on Genesys
- 600+
- ready-made integrations in the AppFoundry marketplace
What's in the platform
Five capabilities that usually take five vendors.
AI for customers and agents
Virtual Agents that resolve routine requests, Agent Copilot that listens and suggests, and AI Studio to build and govern it all.
Workforce engagement
Forecasting, scheduling, quality management and gamification native to the platform, plus Supervisor Copilot for team leaders.
Journey orchestration
Predictive Engagement watches web journeys and steps in with a chat or offer at the moment a customer is about to give up.
An open platform
Open APIs and AppFoundry connect Salesforce, Microsoft Dynamics, payments and your back office without custom middleware.
New · Agentic AI
From AI that suggests to AI that gets work done.
Announced at Xperience 2025, Genesys's agentic AI can complete tasks end to end across the front and back office, under rules you set.
Work Automation
AI agents that carry a request through to done, not just to the next queue.
Genesys Cloud Associate
Connects the contact centre to back-office teams, so hand-offs stop falling through.
Virtual Supervisor
Watches queues and performance around the clock and acts on what it sees.
Open to your AI
Support for MCP and Agent2Agent, so Genesys agents can work with the AI you already run.
Licensing
Start where you are. Climb when you're ready.
CX 1
Voice contact centre: routing, IVR, recording and reporting.
CX 2
Adds digital channels: email, chat, messaging and social.
CX 3
Adds workforce engagement: forecasting, scheduling and quality.
CX 4
Adds journey management, Virtual Agents, Supervisor Copilot and AI Experience tokens.
Why through Safricloud
The platform is half the answer. The rest is how it's run.
Designed around your operation
As a Genesys Cloud Premier Partner we build routing, IVR and integrations from how your contact centre actually works, then hand over with your team trained on it.
South African voice underneath
Local numbers and carrier voice through SafriTalk Voice, supported by the same team that runs your platform.
The rest of the stack plugs straight in
CX Index and Tracxion are listed on Genesys AppFoundry; Evaluagent and Callbi both connect to Genesys Cloud.
CX Index · feedbackQPC Tracxion · dataEvaluagent · qualityCallbi · speech
See Genesys Cloud running a contact centre like yours.
Request a Genesys Cloud demo
Every conversation.
Every customer.
One screen.
QContact puts calls, WhatsApp, email, chat and social next to the customer’s history, so agents stop switching tabs and start resolving. Contact centre, CRM and AI in a single product, priced in rand, with every feature on every plan.
- Voice
- Live chat
- SMS
- TikTok
- Telegram
- X
Built in, not bolted on
CRM and ticketing
Customer records, cases and history live in the same system as the conversation. Or connect Salesforce, Dynamics, ServiceNow, Zendesk and 20+ others.
Communications AI, included
Transcription, summaries, sentiment, agent assist and translation at no extra cost, plus automatic QA and a knowledge base that builds itself.
Outbound that performs
Predictive, progressive and preview dialling blended with inbound queues, with real-time wallboards for supervisors.
R25M+
invested by QContact in South Africa, with its team in Cape Town
SOC 2
compliant, running on Microsoft Azure
Hear every call.
Listen to none of them.
Callbi is speech analytics built in Stellenbosch for the way South Africa actually talks: callers who switch between English, isiZulu and Afrikaans mid-sentence, transcribed and scored on every call.
Manual QA sample2 in 100
A QA analyst hears a handful of calls per agent a month. The complaint, the missed disclosure and the upsell that worked are almost always in the other 98.
With Callbi100 in 100
Every call is transcribed, scored against your QA form and searchable, so analysts spend their time on the calls that need a human.
Languages
Global speech engines stumble on code-switching. Callbi was trained on it.
Proprietary speech-to-text with more than 15 years of development behind it.
South African EnglishisiZuluAfrikaansSesothoSetswanaand all of them in one call
Automated QA
Your scorecard applied to 100% of calls, with the evidence linked to each score.
Compliance monitoring
Flags missed disclosures and risky phrases before an auditor or regulator does.
Callbi AI
Ask your calls a question in plain English and get summaries and answers back.
Agent Assist
Real-time guidance for agents while the customer is still on the line.
- ISO/IEC 27001:2022 certified
- Works with any call recorder
- Built in Stellenbosch since 2017
Every agent scored.
Human or AI.
Evaluagent scores every voice, chat and email conversation automatically, turns the results into coaching, and now checks your virtual agents and bots with the same rigour as your people.
Your people
- Auto-QM on 100% of conversations, not a sample.
- Coaching tied to the score, with the exact moments to review.
- Gamification that rewards the behaviours your scorecard measures.
- At-risk workflows that flag a conversation while there is still time to save it.
Your AI agents
- Hallucination detection before a bot's wrong answer becomes a complaint.
- Hand-over quality: did the bot pass the customer to a person cleanly?
- Context Engine checks answers against your own policies and knowledge base.
90%
less time spent on QA, as reported by Evaluagent
25%
higher quality scores, as reported by Evaluagent
Connects to
Genesys Cloud · Salesforce · Zendesk · Amazon Connect · NICE CXone · Five9 · Talkdesk
SOC 2 Type II · ISO/IEC 27001:2022 · GDPR · Cyber Essentials Plus
Request an Evaluagent demo
Ask in the moment.
Act before they leave.
CX Index is voice-of-the-customer built for Genesys Cloud. It surveys customers straight after an interaction, reads what they say, and turns an unhappy answer into a case someone owns, so feedback changes something instead of filling a dashboard.
The loop
The interaction ends
A call, chat or message closes in Genesys Cloud.
The customer is asked
On the channel they just used: IVR, SMS, WhatsApp, email, chat or web.
The answer is read
NPS, CSAT or effort score, with sentiment pulled from the comment.
A detractor raises a case
The right team leader is alerted and the case has an owner.
The loop closes
The customer hears back, and the agent is coached on the call itself.
Native to Genesys
Listed on Genesys AppFoundry. Post-call IVR and SMS surveys trigger from your existing flows.
Beyond the survey
Social listening, case management and employee feedback from the same platform.
Secure by standard
ISO 27001:2022 certified, and recognised by Gartner among the voice-of-customer vendors leading the way.
Runs alongside Genesys Cloud.
All your CX data.
One live layer.
Tracxion by QPC pulls data from your contact centre platforms and workforce tools into one precise, real-time layer, so planners, supervisors and now AI agents all work from the same numbers.
Where data lives today
Genesys Cloud
NICE
Avaya
Talkdesk · LivePerson
Your WFM and BI tools
Tracxion
One normalised, real-time data layer
What you get out
WFM Adaptor
Accurate interval and adherence data for your planners.
Real-Time Reporting
One live view across every platform you run.
Tracxion MCP
NEWLive contact centre data for your AI agents through one API.
35%
more customers served per employee
QPC customer case study
Moving to Genesys Cloud? Keep your planning intact.
Tracxion Drive, on Genesys AppFoundry, can stand in for the standard WFM adapter, carrying adherence, interval and customer-effort data across during a migration so your workforce team doesn't fly blind.
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SafriTalk VoiceA Safricloud network
Our network.
Our engineers.
Your calls connected.
Wholesale and retail voice termination, origination and numbers for contact centres, BPOs and resellers who need South African and pan-African calls to connect, sound right and bill transparently.
Spec sheetSafriTalk Voice
- Termination
- Wholesale and retail, dynamically routed across operator networks over secure trunks.
- Origination
- Inbound numbers delivered to your platform: Genesys Cloud, QContact or your own PBX.
- Numbers
- South African and pan-African DID inventory, with porting.
- Fraud control
- Real-time fraud detection on every trunk.
- Support
- 24/7 voice NOC run by Safricloud engineers.
- Commercials
- Transparent per-minute rates.
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Cloud PBXBusiness phones.
No server room.
A hosted phone system on a carrier-grade softswitch. Desk phone, laptop or mobile, the same extension follows your people, and you pay month to month for the users you have.
IVR and ring groups
Route callers to the right team first time.
Call recording
Every call kept, searchable when you need it.
Any device
Softphone, desk phone and mobile twinning.
Keep your numbers
Port South African numbers across.
Voicemail
Messages kept until someone can take them.
1 to hundreds of users
Month to month, no minimum commitment.
Room to grow
You are here
Cloud PBX
Business phone system
When calls become a queue
QContact
Omnichannel contact centre and CRM
At enterprise scale
Genesys Cloud
AI-powered orchestration platform