Wheelhouse Score
1.97/5
Average
Rating
3.60/5
Above Average
Features
1.26/5
Average
Pricing
Mid-Range

Aging call center platforms and burdensome equipment capital are quickly finding themselves questioned in the modern era. The costs of maintaining traditional infrastructure with upgrades and replacements may prove as detrimental to a business model as the risk of customer dissatisfaction in the eve...

Overview

Aging call center platforms and burdensome equipment capital are quickly finding themselves questioned in the modern era. The costs of maintaining traditional infrastructure with upgrades and replacements may prove as detrimental to a business model as the risk of customer dissatisfaction in the event of service outages and delays from inadequate maintenance. Genesys offers a modernizing solution to the company looking to maintain its competitive edge with full virtualization of enterprise services. Increases in customer satisfaction, revenue growth, employee engagement, and significantly lowered costs are just a few of the many benefits to gain from making the move.

Omnichannel Support Drives the Customer Experience Forward

Traditional multichannel interactions are well-known for being difficult to manage smoothly and often create a confusing, frustrating pathway to solutions for customers. Genesys innovates this experience by providing unique omnichannel touchpoints that enable seamless transitions between channels that maintain context and history to ensure a more comfortable consumer experience. Support for multiple digital channels includes all common forms of web and mobile communication to retain consistency from start to finish.

Improvements at the Operating Level

Genesys’s Enterprise Solution knocks down walls operational silos to encourage open communication and routing between departments. Improvements in agent performance and satisfaction in delivering positive results are the cornerstone of the Continuous Workforce Optimization their service is calibrated to enhance.

Service Across Multiple Industries

Patchwork technology and highly differentiated service experience is an unfortunate hallmark of touchpoints at large organizations over many industries. Genesys removes this impediment to business and enables a comprehensive framework for improving regulatory compliance with quality monitoring and intelligence capabilities suited for the following fields:

  • Banking
  • Government
  • Healthcare
  • Energy & Utilities
  • Travel & Hospitality
  • Insurance
  • Retail
  • Telecommunications

Dynamic self-service options provide an additional layer of support, empowering customer-initiated transactions and saving on personnel costs.

Packages

Genesys Cloud 1

Solve customer problems faster
  • Omni-Channel Routing Features
    • Interactive Voice Response (IVR)
  • Reporting and Analytics Features
    • Real-Time and Historic Reporting APIs
    • Historical Reporting
    • Real-Time Dashboards
  • Automations and AI
    • Voicebots
    • Skills-Based Routing
    • Automatic Routing
  • Outbound Calling Features
    • Campaign Management
  • Contact Center Features
    • Unified Communications (Voice, Video, Chat, Email)
  • Social Media Features
    • Customer Interaction
  • Contact Center Types
    • Inbound
    • Outbound
  • Inbound Calling Features
    • Call queuing

Genesys Cloud 2

Most Popular - More channels, more success
  • Omni-Channel Routing Features
    • Interactive Voice Response (IVR)
  • Reporting and Analytics Features
    • Real-Time and Historic Reporting APIs
    • Historical Reporting
    • Real-Time Dashboards
  • Automations and AI
    • Voicebots
    • Skills-Based Routing
    • Automatic Routing
    • Chatbots
  • Outbound Calling Features
    • Campaign Management
  • Contact Center Features
    • Unified Communications (Voice, Video, Chat, Email)
    • Web Callback
  • Social Media Features
    • Customer Interaction
  • Workforce Optimization Features
    • CX Analytics
    • Quality Management
  • Contact Center Types
    • Inbound
    • Outbound
  • Inbound Calling Features
    • Call queuing

Genesys Cloud 3

Unlimited channel surfing
  • Omni-Channel Routing Features
    • Interactive Voice Response (IVR)
  • Reporting and Analytics Features
    • Real-Time and Historic Reporting APIs
    • Historical Reporting
    • Real-Time Dashboards
  • Automations and AI
    • Voicebots
    • Skills-Based Routing
    • Automatic Routing
    • Chatbots
  • Outbound Calling Features
    • Campaign Management
  • Contact Center Features
    • Unified Communications (Voice, Video, Chat, Email)
    • Web Callback
    • Screen Sharing
    • SMS
  • Social Media Features
    • Customer Interaction
  • Workforce Optimization Features
    • CX Analytics
    • Quality Management
    • Agent Management
    • Performance Management
    • Gamification
  • Contact Center Types
    • Inbound
    • Outbound
  • Inbound Calling Features
    • Call queuing

Media

Pricing

Request a custom quote for your business

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