38 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.

Genesys Recent Reviews

Reviewed on 7 May 2024

Enhanced Flexibility and User-Friendly Features

Our organizational flexibility has been greatly increased by Genesys Cloud, particularly during the Covid-19 outbreak when we had to quickly shift our workforce to remote work. We were especially able to set up voice, email, and chat queues that were specific to the requirements of each business unit because to the multichannel capacity. Even though we first experienced poor reporting and problems with voice quality, they have gradually improved over time. Although there is constant worry regarding the dependability of the system, there hasn't been much downtime. All things considered, Genesys Cloud has shown to be user-friendly for our agents, enabling them to actively participate in our operational procedures.

  • Multichannel capability, easy transition from previous system, user-friendly features, extensive functionality for agents.
  • Voice quality issues initially, inadequate reporting initially, occasional system downtime concerns.

Reviewed on 18 December 2023

Struggling with SFDC Bridge Connector Setup

The expected benefits and features of PureCloud, particularly those associated with the SFDC bridge connector, remain unrealized due to the difficulties in the setup process. This hinders the platform's potential to deliver optimal performance.

  • None.
  • Setting up the SFDC bridge connector in PureCloud has proven to be a challenging task for our team, and unfortunately, the support from Genesys has been lacking
  • This has resulted in a less-than-ideal experience, contributing to a lower rating.

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 Videos

Genesys Wheelhouse Score

What is this?

The Average Wheelhouse score for the Contact Center category is 7.7

Genesys User Scores

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

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