Genesys | My Support

Contact Us

Please select PureCloud, PureConnect or PureEngage to display the appropriate Customer Care regional phone numbers

PureCloud customers and partners should visit the PureCloud Resource Center and explore available education courses and webinars to learn about PureCloud features, support apps, and billing information. If you are a PureCloud user and would like to open a case or view the status of a case, please return to the My Support login page and sign in. If you need information on how to use My Support including opening and managing cases, please reference the My Support Info Guide PureCloud.

Please use these regional phone numbers to reach the Customer Care analysts for PureCloud. PureCloud phone support is for Severity 1 issues (emergencies) only.

See Before You Contact PureCloud Customer Care for the information you must have before opening a Support Case.

System outages should be reported using these numbers 24x7.

Americas

United States

+1-866-353-6587 (Toll-Free)
+1-317-957-1001

Latin America

+1-317-957-1498

Brazil

+55-11-3882-0339

EMEA

United Kingdom

+44-1753-519100
+49-6995=106-6305

Germany

+31-2065-00005

Netherlands

+966-1125-02905

Saudi Arabia

+60-3277-63306

South Afroca

+27-8774-00901

APAC

Australia

+61-2804-71092 (Sydney)
+61-3808-00204 (Melbourne)
+61-8622-00306 (Perth)

Japan

+81-3-5989-1106

Malaysia

+60-3277-63306

New Zealand

+64-9307-8557

Location

Operation availability(non-outage issues)

Americas

M-F, 8:00am - 5:00pm EST

APAC

M-F, 8:00am - 5:00pm AEST

EMEA

M-F, 9:00am - 6:00pm CET

Japan

M-F, 9:00am - 5:30pm JST

Information

Please visit PureCloud Customer Care for additional support information and to access the PureCloud Resource Center.

Email is for case follow-up or to report My Support login problems. For open cases, please include the case # in the Subject line (for example: Case #1234567890). Do not open new Support Cases or report admin issues using email; please submit new Support and Admin Cases through My Support.

Please use these regional phone numbers to reach the Customer Care analysts for PureConnect. While Standard Support is only available during regional business hours, Priority and Emergency Support services are always available.

North America

Customer Support

1-866-353-6402
1-317-715-8600

M-F, 7am-9pm EST

Interaction Collector (Latitude)

1-866-396-2599
(1-904-680-7100)

M-F, 8am-7pm EST

Interaction Decisions (BayBridge)-Premises

1-866-297-0356

M-F, 9am-5pm EST

Interaction Decisions (BayBridge)-Cloud

1-866-329-6962

M-F, 9am-5pm EST

Latin America

Portugese

Customer Support

+55-11-3882-0338

M-F, 9am-6pm BRST

Spanish

Customer Support

Columbia:
+57 (1) 744-7022
US:
+1 317-957-1485

M-F, 7am-6pm COT/CST

EMEA

Customer Support

+44-800-917-9214
+44-1753-418-801

M-F, 8am-5pm GMT/WET

BENELUX (NL)

Customer Support

+31-20-650-0001

M-F, 8:30am-5pm CET

DACH (DE)

Customer Support

+49-69-951066-112

M-F, 8am-5pm CET

Middle East (KSA)

Customer Support

+966-11-2502998

Su-Th, 9am-6pm GST

South Africa

Customer Support

+27-877-400-911

M-F, 8am-5pm SAST

APAC

Asia (MY)

Customer Support

+603-2776-3333

M-F, 8am-6pm MST

Japan

Customer Support

+813-5989-1302

M-F, 9am-5:30pm JST

Australia

Customer Support

1 800 503 304
(+612-8918-4888)

M-F, 8am-8pm AEST

New Zealand

Customer Support

0800 25 20 20

M-F, 8:30am-5:30pm NZST/NZDT

Information

Please visit the PureConnect Resource Center for additional information.

PureConnect users can also log in to the PureConnect Support Portal for assistance with existing Support Incidents.

Please use these regional phone numbers to reach the Customer Care analysts for PureEngage. While Standard Support is only available during regional business hours, Priority and Emergency Support services are always available.

North America (USA & Canada)

International

+1-506-674-6767

Toll-free, N. America only

+1-888-369-5555

Europe, Middle East, Africa

International

+44 (0) 127-645-7002

Asia Pacific

International

+61-7-3368-6868

Toll-free, India only

+000-800-100-7136

Japan only

+81-3-5989-1450

Japan after hours; critical issues only

+81-3-5989-1135

Toll-free, Malaysia only

+1-800-814-472

Latin America

International

+55-11-3958-3867

Toll-free, Argentina only

+800-444-8420

Toll-free, Brazil only

+08-00-8911-865

Toll-free, Chile only

1-230-0201172

Toll-free, Columbia only

018005183954

Toll-free, Ecuador only

1-800-000-272

Toll-free, Mexico only

1-800-112-2660

Toll-free, Panama only

00800226-8420

Toll-free, Paraguay only

009800110097

Toll-free, Peru only

080077301

Toll-free, Puerto Rico only

18557078420

Toll-free, Uruguay only

00040190763

Toll-free, Venezuela only

08001362031

Information

PureEngage On-Premises customers and partners will be asked to provide their personal PIN. To locate your PIN, login to My Support and select My Profile under My Support Management on the left-side menue.

Email is for case follow-up or to report My Support login problems. For open cases, please include the case # in the Subject line (for example: Case #1234567890). Do not open new Support Cases or report admin issues using email; please submit new Support and Admin Cases through My Support.