33 reviews
WH Score

Genesys Overview

What is Genesys?

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.

Categories:Contact Center

Genesys Recent Reviews

Reviewed on 13 October 2023

Enhanced Mobile Office Communication

Calls forwarded to my cell phone often ring only once or twice before diverting to voicemail, potentially causing missed calls if my phone isn't within immediate reach.

  • Ability to seamlessly integrate my cell phone into my office communication
  • The issue of calls ringing only briefly before going to voicemail can be inconvenient and potentially lead to missed important calls

Reviewed on 14 April 2023

Amazing product for sales

We are able to provide excellent customer service and support to our users and customers through our helpdesk. Additionally, the system is easy to manage and use for our reps."

  • The fact that this product offers an all-in-one solution for contact centers of all sizes, making it a great global solution for all my company's branches.
  • I have not found anything to dislike about this product yet
  • It seems to be a perfect solution for our needs.

Genesys Pricing

Genesys Cloud CX 1
per month
Genesys Pricing Details

Genesys Key Features

Phone System Features
  • Inbound Calling
  • Outbound Calling
  • Local Calling
  • International Calling
  • Three-Way Calling
Call Management & Administration
  • Call Forwarding
  • Call Hold
  • Call Transfer
  • Call Redial
  • Call Back
  • Call Queue
  • Voicemail
  • IVR
  • Voice Assistant
  • Call Flow
Call Routing Types
  • Skills-Based Routing
  • Event-Driven Routing
Genesys Features Details

Genesys Media


Genesys Wheelhouse Score

What is this?

The Average Wheelhouse score for the Contact Center category is 7.4

Genesys Scores

  • Ease of Use
  • Meets Requirements
  • Learning Curve
  • Quality of Support
  • Ease of Admin

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