25 reviews
WH Score

Genesys Reviews & 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 Pricing

Genesys Cloud CX 1
per user / per month
Genesys Pricing Details

Genesys Key Features

Reporting & Analytics
  • Engagement Analytics
  • KPI Tracking
  • Sentiment Analysis
  • CX Analytics
  • Dashboard
  • Performance Evaluations
  • Forecasting
  • Call Log Reports
  • Trend Indicators
  • Update/Patch Management
  • Agent Management
Call Management & Administration
  • Call Flow
  • Call Back
  • Call Queue
  • IVR
  • Call Queue
Governance, Risk, & Compliance (GRC)
  • Quality Management
Drag-and-Drop Builders/Designers
  • Campaign Builder
Chat/IM Management
  • Chatbots
Language & Speech
  • Speech-to-Text
Automation Technologies
  • Artificial Intelligence (AI)
Remote Support
  • Screen Sharing
Integration Options
  • APIs
Phone Systems
  • Outbound Calling
  • Inbound Calling
Supported Channels
  • Email
  • SMS
  • Voice
Collaboration Tools
  • Workspace
  • Gamification
Call Routing Types
  • Event-Driven Routing
  • Skills-Based Routing
Genesys Features Details

Genesys Media


Genesys Reviews

Pros & Cons Preview
  • This is so convenient that I can use my cell phone as if I were on the office phone.
  • Even when I am outside office, traveling or picking up kids, etc.
  • I can use my cell phone and communicate with my clients as if I were in the office.
  • Poor support-finding solutions takes long.
  • The price for what you get is high.

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