Genesys Cloud CX Receives FedRAMP Approval to Transform Government CX

Genesys has obtained Federal Risk and Authorization Management Program (FedRAMP) authorization at the Moderate Impact level for their Genesys Cloud CX platform. This achievement comes as the Genesys State of Customer Experience Report highlights that over two-thirds of CX leaders in government agencies have plans to implement a CX platform that integrates systems within the next two years.

With the FedRAMP authorization, Genesys Cloud CX is now accessible to U.S. public sector customers, allowing them to leverage the platform for orchestrating experiences while safeguarding their mission, assets, and resources.

"Government agencies are under tremendous pressure to modernize their infrastructure to provide personalized, empathetic experiences, all while facing limited budgets and compliance mandates unique to the public sector. Genesys Cloud CX provides the secure and compliant, open platform they need to meet the changing needs and increasing expectations of their customers," said Olivier Jouve, Chief Product Officer at Genesys.   

Genesys Cloud CX offers state and federal agencies a comprehensive suite of digital, voice, AI, workforce engagement management (WEM), analytics, and unified communications and collaboration (UCC) capabilities. This powerful combination enables agencies to seamlessly orchestrate the customer experience across various touchpoints.

Key benefits 

Genesys Cloud CX helps U.S. public sector customers elevate their customer experience by gaining real-time access to interactions and data. This enables them to obtain valuable insights into citizen needs, enhance visibility into journey management metrics, and identify areas for improvement. By tracking progress towards goals and leveraging these insights, agencies can deliver exceptional experiences to citizens and continuously enhance their services.

U.S. public sector customers can enhance their employee experience by leveraging employee behavior data. By understanding, predicting, and learning from this data, agencies can gain insights into what employees need to perform at their best and reduce turnover. This enables agencies to create a supportive and engaging work environment that maximizes employee potential and fosters long-term retention.

State and federal agencies can modernize their IT systems by offering remote access to the service from any location with an internet connection. This flexibility allows government employees to work remotely or in the field, facilitating the delivery of services to constituents anytime and anywhere. By embracing Genesys Cloud CX, agencies can enhance their operational efficiency and ensure seamless accessibility for citizens.

The platform prioritizes security and compliance, strictly adhering to FedRAMP requirements. This ensures that government agencies and customers can trust the platform to provide the utmost confidentiality, integrity, and availability of critical systems. With robust security measures in place, agencies can confidently leverage Genesys Cloud CX to safeguard sensitive information and meet their compliance obligations.

FedRAMP program 

FedRAMP is a program implemented across the U.S. government and aims to foster the use of secure cloud services by federal agencies. To achieve this, the program establishes a standardized approach to security and risk assessment for cloud technologies. By implementing transparent standards and streamlined processes for security authorizations, FedRAMP facilitates the faster adoption of cloud computing within the federal government.

In other news, Genesys has introduced a user-friendly task management solution designed to automate workflows and facilitate seamless customer experiences.