Overall
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Genesys

Genesys Verified Reviews & Ratings

Daly City, CA
Powering more than 25 billion contact centers around the world, Genesys is responsible for countless omnichannel interactions every year...
1990
Year Founded
100%
Recommend It
22
User Reviews
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In my opinion Genesys is the best…

In my opinion Genesys is the best contact center’s software. I think The reporting and the routing are the best, but the new components, like the recording, it wasn’t testing enough before to market it. On the other hand, the support are very bad. Genesys doesn’t control their partners and they are poor prepared to give us a service properly

In my opinion Genesys is the best contact center’s software. I think The reporting and the routing are the best, but the new components, like the recording, it wasn’t testing enough before to market it. On the other hand, the support are very bad. Genesys doesn’t control their partners and they are poor prepared to give us a service properly

Would Recommend: Yes

For three years we’ve been Pure Cloud…

For three years we´ve been Pure Cloud costumers. Powerfull tool easy to mantinance and develop. It is easy to set up, train and administer. is amazing and very flexible. You can do just about anything with it,

For three years we´ve been Pure Cloud costumers. Powerfull tool easy to mantinance and develop. It is easy to set up, train and administer.
is amazing and very flexible. You can do just about anything with it,

Pros: Flexibility, support, price.
Cons: Nothing.
Would Recommend: Yes

Genesys PureConnect has seen multiple…

Genesys PureConnect has seen multiple improvements since the initial buyout from Interactive Intelligence that go beyond just modernizing the look and feel. They are taking serious steps to bring the agent and supervisor web applications to a realistic state with parity to the installed applications. They also have a wealth of documentation from the help guides in the applications themselves, the knowledge base of support articles or even the active community forums. Genesys has recently added 24×7 (follow the sun) live support, which has been a bit of a blessing during some late night migrations and upgrades.

Genesys PureConnect has seen multiple improvements since the initial buyout from Interactive Intelligence that go beyond just modernizing the look and feel. They are taking serious steps to bring the agent and supervisor web applications to a realistic state with parity to the installed applications.

They also have a wealth of documentation from the help guides in the applications themselves, the knowledge base of support articles or even the active community forums.

Genesys has recently added 24×7 (follow the sun) live support, which has been a bit of a blessing during some late night migrations and upgrades.

Would Recommend: Yes

The product is great. It is easy to…

The product is great. It is easy to set up, train and administer. The few set backs are a limitation to predictive queues, price range & splitting call flows multiple times. Any other product we have compared it to, Apples to Apples, Genesys comes out above if you take pricing out of the considerations.

The product is great. It is easy to set up, train and administer. The few set backs are a limitation to predictive queues, price range & splitting call flows multiple times.

Any other product we have compared it to, Apples to Apples, Genesys comes out above if you take pricing out of the considerations.

Would Recommend: Yes
Hao P.'s review forGenesys

We are deeply invested in Genesys to…

We are deeply invested in Genesys to provide our support staff and leaders with the tools and analytics to drive positive customer experience and innovation within our support organization. WFM allows us to accurately predict workload demand and minimize coverage gaps to achieve service level targets. Interactive Insights and Pulse provides us with real-time insights into the health of the call center and historical reporting for trend analysis and insightful decision making. We are in the process over replacing our in-house developed agent desktop application, which our support staff has been using for the nine years with Genesys Workspace Desktop Edition (WDE). Target deploy for WDE is Q3 2019. WDE gives our support analysts a modern omnichannel agent desktop to better support our customers and we believe will increase efficiency as well as employee and customer delight.

We are deeply invested in Genesys to provide our support staff and leaders with the tools and analytics to drive positive customer experience and innovation within our support organization. WFM allows us to accurately predict workload demand and minimize coverage gaps to achieve service level targets. Interactive Insights and Pulse provides us with real-time insights into the health of the call center and historical reporting for trend analysis and insightful decision making. We are in the process over replacing our in-house developed agent desktop application, which our support staff has been using for the nine years with Genesys Workspace Desktop Edition (WDE). Target deploy for WDE is Q3 2019. WDE gives our support analysts a modern omnichannel agent desktop to better support our customers and we believe will increase efficiency as well as employee and customer delight.

Pros: Great Support and Quality.
Cons: A Bit Pricey.
Would Recommend: Yes
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Provider Overview

Powering more than 25 billion contact centers around the world, Genesys is responsible for countless omnichannel interactions every year. Serving 10,000 companies in over 100 countries, Genesys has a large international presence, as well as a strong U.S. based offering. Genesys’ headquarters is located in Daly City, California, with various offices in international locations including Canada, Latin America, Europe, the Middle East, Africa, Asia and Australia. Founded in 1990, Genesys is one of the longest running call center providers, and has been the center for innovation in call-center software ever since.

Genesys is always looking for opportunities to innovate and better enable its customers, and over its lifetime, has built out one of the most comprehensive portfolios of call center solution platforms. With a strong focus on mid-sized and large businesses, Genesys offers both On-Premises and Cloud based Omnichannel Contact Center solutions.

Originally founded by Gregory Shenkkman and  Alec Miloslavsky, Genesys completed its IPO in June of 1997, and has been growing since. Most recently, Genesys has completed their acquisition of Interactive Intelligence, call center provider, in 2016.

Genesys Pricing and Services

Available Solutions

With a focus on both On-Premises and Cloud based solutions, Genesys offers multiple platforms the meet the needs of businesses of all sizes: mid-sized, commercial, and large businesses. With three main solutions, Genesys platforms  can help you build out your contact center, structure your workforce, and providing real-time analytics into its performance. Specifically, Genesys portfolio of solutions can help you manage:

  • Customer Engagement
    • Digital
    • Inbound
    • Outbound
    • Self-Service
  • Employee Engagement
    • Workforce Optimization
    • Omnichannel Desktop
    • Collaboration
  • Business Optimization
    • Workload Management
    • Analytics
    • Platform
    • Integration

Service Plans Available

PureCloud: All-In-One Cloud Contact Center Solution with analytics, calling, chat, and video run on Amazon’s AWS. The simple, easy all you need approach for the SMB.

PureConnect: Complete Ominchannel On-Premise or Cloud Contact Center Solution including omnichannel routing, workforce and quality management, recordings, skills-based routing, and off-the-shelf integrations with CRMs and other workforce management tools. A more advanced, robust offering for the SMB.

PureEngageEnterprise Omnichannel Contact Center solution available both On-Premise and in the Cloud. PureEngage delivers a true omnichannel customer engagement platform for global businesses with real-time contextual customer journeys, world-class intelligent routing and digital transformation at any scale.

Specific subscription pricing requires quote from provider.

 

Editor’s Bottom Line of Genesys

The Genesys Customer Experience Platform is a single, integrated platform that is purpose-built to deliver personalized customer engagement and real-time decision-making. It works across all customer touch points, integrating channels. Context and the ability to optimize your workforce and processes. It connects to systems of record including financial, HR, order processing, inventory and CRM solutions. This fluid, flexible platform scales easily as customer expectations and requirements evolve. With every customer moment in a single desktop, agents are free to focus on providing unmatched service. Your team can also improve skill-building and coaching, increase training and more accurately schedule and forecast, which increases agent satisfaction.

The Genesys Customer Experiences Platform Portfolio deploys on-premises, in the cloud, or in a hybrid configuration. No matter what size your company is today or how fast you want to grow, the Genesys Customer Experience Platform delivers a consistent, seamless and personalized next-generation customer experience across all touchpoints, channels and interactions. With a focus on the larger players, from mid-size to Enterprise level businesses, Genesys is capable of handling massive contact center operations that spread around the globe, with multiple digital and legacy channels.

Again, the seamless integration of multiple channels allows users to leverage a massive feature set to offer the best omnichannel experience possible. On the other hand, Genesys also provides some of the most powerful workforce optimization, workload management and analytics tools for businesses to leverage their assets to the fullest and boost both efficiency and productivity with in depth insight gained from analyzing data to improving workflows.

Genesys has also been recognized for multiple industry awards as a leading organization, and for their leading solutions, including recognition from Gartner IDC, Glassdoor’s Best Place To Work 2015, Inc. 5000, and the 2014 Frost & Sullivan Company of The Year Award.

Screenshots
  • Genesys Global Activity Overview
    Genesys Global Activity Overview
  • Genesys Portfolio Campaign
    Genesys Portfolio Campaign
  • Genesys Team Overview
    Genesys Team Overview
  • Genesys Workload Management
    Genesys Workload Management

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