**YouTube** is an American [online video-sharing](https://en.wikipedia.org/wiki/Video_hosting_service "Video hosting service") [platform](https://en.wikipedia.org/wiki/Web_platform "Web platform") headquartered in [San Bruno, California](https://en.wikipedia.org/wiki/San_Bruno,_California "San Bruno, California")

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IVR (“Interactive Voice Response”) systems are often the first point of contact for customers as part of an enterprise’s contact care system. Unfortunately, IVRs often fall short on the promise of providing “self-service” solutions for customers as IVRs are only capable of connecting to systems that are accessible via API, which even when available can be expensive to implement such solutions.

  

With UiPath’s Robotic Process Automation (RPA) platform, Genesys Cloud can be connected to any system via RPA, drastically expanding IVR fulfillment capabilities to gather information and perform actions across a plethora of systems from on-prem mainframes to cloud-based web services. Increasing the success rate of customer requests being fulfilled by the self-service IVR frees your contact center agents up to work on more complex customer issues. The results? Improved customer and employee experiences, enhanced accuracy, reduced Average Handling Time (“AHT”), and acceleration of your digital transformation initiatives, resulting in a rapid return on investment.

  

The UiPath Enterprise Platform connects Genesys Cloud to _any_ system, including those not previously accessible via Genesys PureCloud. This enables a zero-touch, **fully automated contact center solution** and **complete customer self-service**, **freeing up agents** to work on more complex customer issues.​ This integration services all regions where Genesys Connect is available globally across Americas, EMEA, and APAC.

Key Features
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\- **Integrate with all applications with UiPath UI automation and native integrations**. UiPath world-class UI automation capabilities enables automation of any application, browser, or virtual environment. Leveraging UI automation or native integrations, UiPath integrates with any system that your contact center relies on, including systems previously not accessible by Genesys PureCloud​

\- **Seamlessly transfer requests from self-service to contact center agent with human-in-the-loop.** UiPath robots can be leveraged for a seamless handoff from a self-service IVR channel to a live agent, helping agents solve customer problems faster, reduce AHT, and improve satisfaction.

\- **Quickly scale to adjust to business needs.** From small automation projects to company-wide extensive scopes, UiPath Orchestrator and UiPath Robots can quickly scale alongside Genesys PureCloud to meet any enterprise need for normal business cycles or unplanned spikes in call volume in your contact center.

The UiPath Enterprise Platform connects Genesys Cloud to any system, including those not previously accessible behind a firewall.

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MIT License Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the 'Software'), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED 'AS IS', WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

Connecting UiPath Automation to Genesys Cloud