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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
36
User Reviews
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We have used the PureConnect product…

We have used the PureConnect product line since 2010. We have been through many upgrades and feature additions during this time. The product keeps getting better over time! With the recent purchase Genesys made of Interactive Intelligence, it has only strengthened the R&D situation of the product. We simplified our architecture by moving to this platform and it has only helped us position ourselves to add technology to our organisation at the pace we feel comfortable with. This solution is full featured and easily maintained!

We have used the PureConnect product line since 2010. We have been through many upgrades and feature additions during this time. The product keeps getting better over time! With the recent purchase Genesys made of Interactive Intelligence, it has only strengthened the R&D situation of the product. We simplified our architecture by moving to this platform and it has only helped us position ourselves to add technology to our organisation at the pace we feel comfortable with. This solution is full featured and easily maintained!

Pros: All in one solution. Industry leader in technology. Constant R&D to not only keep up with new technology but also to lead new ideas!.
Cons: Not too many negatives with this product, but the WFM space is always an area that can use more features.
Would Recommend: Yes

I have found Genesys to be a reliable…

I have found Genesys to be a reliable product and easy to use from a front end user perspective. There are some parts which are a little more difficult to fathom out and the support pages are not easy to navigate. Overall I think if you get the full package it would be a fantastic product, but if you get the basic package it lacks some features

I have found Genesys to be a reliable product and easy to use from a front end user perspective. There are some parts which are a little more difficult to fathom out and the support pages are not easy to navigate. Overall I think if you get the full package it would be a fantastic product, but if you get the basic package it lacks some features

Pros: One product for all.
Cons: Extra costs for everything!.
Would Recommend: Yes
Shannon T.'s review forGenesys

Genesys has really stepped up their…

Genesys has really stepped up their game over the past couple of years. We have monthly standing meetings with a team from Genesys which has greatly assisted us in many areas. In these meetings we review our annual goals and what’s next opportunities. We are able to ask questions in regards to any possible challenges that we may have. Overall this time allows us to build our knowledge and ensure that we are using these products in the most efficient way.

Genesys has really stepped up their game over the past couple of years. We have monthly standing meetings with a team from Genesys which has greatly assisted us in many areas. In these meetings we review our annual goals and what’s next opportunities. We are able to ask questions in regards to any possible challenges that we may have. Overall this time allows us to build our knowledge and ensure that we are using these products in the most efficient way.

Would Recommend: Yes
Chetan R.'s review forGenesys

We are very happy to use Genesys Pure…

We are very happy to use Genesys Pure Engage Platform for our call centre setup to create better CX with our end customers. The seamless integration using Genesys BGS with our Microsoft Azure based CHAT BOT helped us to reduce the number intercations to our live chats agents. We are easily able to replace the NICE recording system with GIR and SPM application.

We are very happy to use Genesys Pure Engage Platform for our call centre setup to create better CX with our end customers. The seamless integration using Genesys BGS with our Microsoft Azure based CHAT BOT helped us to reduce the number intercations to our live chats agents. We are easily able to replace the NICE recording system with GIR and SPM application.

Would Recommend: Yes
Sam A.'s review forGenesys

PureCloud is a great solution that…

PureCloud is a great solution that provides an easy-to-use application. The flexibility of Cloud phone service is great. From setup to front end user, it is simple and visually appealing. One con is that using the web rtc softphone can sometimes have issues. Inability to answer an inbound call is a periodic issue that has not been fully diagnosed, and could be from multiple factors.

PureCloud is a great solution that provides an easy-to-use application. The flexibility of Cloud phone service is great. From setup to front end user, it is simple and visually appealing. One con is that using the web rtc softphone can sometimes have issues. Inability to answer an inbound call is a periodic issue that has not been fully diagnosed, and could be from multiple factors.

Pros: Easy to use and simple. Up to date technology.
Cons: Softphone use can have issues, whether as a result of network and/or the applications.
Would Recommend: Yes

The Genesys PureConnect product…

The Genesys PureConnect product provides a reliable, feature rich, multi-channel contact center platform in a software centric architecture. Voice is native SIP with good MS Exchange email and SMS Texting integration out-of-the-box. What sets this system apart, however is the ability to customize it meet business needs using a combination of configuration, auto attendant, and low-level handler functions.

The Genesys PureConnect product provides a reliable, feature rich, multi-channel contact center platform in a software centric architecture. Voice is native SIP with good MS Exchange email and SMS Texting integration out-of-the-box. What sets this system apart, however is the ability to customize it meet business needs using a combination of configuration, auto attendant, and low-level handler functions.

Would Recommend: Yes

The PureCloud platform is proving to be…

The PureCloud platform is proving to be a great tool for our organization. The platform allows for us to constantly build on our OMNI wheel strategy in order to improve our flow of business and most importantly to improve on our member experience and journey. As the platform evolves, it is not without its hardships. The WFM system & Reporting capabilities within has much room left to improve, however the partnerships with 3rd party analytics groups certainly helps.

The PureCloud platform is proving to be a great tool for our organization. The platform allows for us to constantly build on our OMNI wheel strategy in order to improve our flow of business and most importantly to improve on our member experience and journey. As the platform evolves, it is not without its hardships. The WFM system & Reporting capabilities within has much room left to improve, however the partnerships with 3rd party analytics groups certainly helps.

Would Recommend: Yes
Jakob I.'s review forGenesys

Genesys PureConnect (formerly CiC CaaS…

Genesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the preferred contact center solution for Carl Zeiss, after a comprehensive vendor selection process. The solution has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation. Our telephony platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality. Historically we had a lack of a common contact center communication concept within our organization, with several different systems and solutions in use. This contributed to inefficient operations and inability to deal with peaks and drops in customer demand throughout our company. With the implementation of a common Contact Centre Communication Concept, the contact centers got an important corner stone in place, in order to transform the function from a transactional overhead operation to a strategic value added point of differentiation that increases revenue & improves margins. Genesys had a good fit with our global contact center requirements specification. At the time of selection it had a good fit with and easy integration with the Skype implementation project we just started within the company. We needed a “one stop shop” provider that can provide all CCC features needed in one solution with minimum of “add-ons“. Genesys could also deliver a global coverage and local support.

Genesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the preferred contact center solution for Carl Zeiss, after a comprehensive vendor selection process. The solution has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation. Our telephony platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality.

Historically we had a lack of a common contact center communication concept within our organization, with several different systems and solutions in use. This contributed to inefficient operations and inability to deal with peaks and drops in customer demand throughout our company.
With the implementation of a common Contact Centre Communication Concept, the contact centers got an important corner stone in place, in order to transform the function from a transactional overhead operation to a strategic value added point of differentiation that increases revenue & improves margins.

Genesys had a good fit with our global contact center requirements specification. At the time of selection it had a good fit with and easy integration with the Skype implementation project we just started within the company. We needed a “one stop shop” provider that can provide all CCC features needed in one solution with minimum of “add-ons“. Genesys could also deliver a global coverage and local support.

Pros: One of the most powerful contact center platforms in the industry.
Cons: More modern and intuitive reporting and dasboards would be a plus!.
Would Recommend: Yes
Henry S.'s review forGenesys

Genesys PureCloud has allowed us to…

Genesys PureCloud has allowed us to connect with customers on new channels. It has improved our agent productivity and by extension our customers experience. The measured ROI for our implementation was 248% and payback was less than 5 months. I’m looking forward to implementing AI in our contact center and I am thrilled with our selection and would highly recommend this solution to anyone!

Genesys PureCloud has allowed us to connect with customers on new channels. It has improved our agent productivity and by extension our customers experience. The measured ROI for our implementation was 248% and payback was less than 5 months. I’m looking forward to implementing AI in our contact center and I am thrilled with our selection and would highly recommend this solution to anyone!

Pros: Developer friendly.
Cons: Support could be better.
Would Recommend: Yes

Let the Facts do the Talking…

Let the Facts do the Talking, Simple, Straightforward and To-the-Point. It is a robust and scalabe product for growing team ability to access the system from anywhere has allowed us to perform better thereby minimizing any possible delay. It is a simple to configure and user friendly. Genesys has a way of engaging customers beyond numbers

Let the Facts do the Talking, Simple, Straightforward and To-the-Point.
It is a robust and scalabe product for growing team ability to access the system from anywhere has allowed us to perform better thereby minimizing any possible delay.
It is a simple to configure and user friendly.
Genesys has a way of engaging customers beyond numbers

Pros: Genesys has the best and suitable plan forto call centre management. with competitive package and good benefits.
Cons: they release new stuff evertime, trying to keep up with it.None at this moment.
Would Recommend: Yes
Casey M.'s review forGenesys

Genesys is a comprensive solution that…

Genesys is a comprensive solution that has really helped our employees increase productivity. I would like to see improvement on thier WFM tool, however IVR, email and phone routing and outbound campaigns have worked great! The team we had to help develop, launch with hyper care and sales support has been a great experience. I truly felt they wanted us to succeed.

Genesys is a comprensive solution that has really helped our employees increase productivity. I would like to see improvement on thier WFM tool, however IVR, email and phone routing and outbound campaigns have worked great! The team we had to help develop, launch with hyper care and sales support has been a great experience. I truly felt they wanted us to succeed.

Would Recommend: Yes

Overall I think that once everything is…

Overall I think that once everything is up and running the experience is quite seamless. I enjoy the fact that we as a smaller customer can request features and add-ons that are taken seriously reviewed and in some cases put through development. The account manager/relationship manager teams are always there for support and are generally helping expedite issue resolution as soon as they are raised.

Overall I think that once everything is up and running the experience is quite seamless. I enjoy the fact that we as a smaller customer can request features and add-ons that are taken seriously reviewed and in some cases put through development.

The account manager/relationship manager teams are always there for support and are generally helping expedite issue resolution as soon as they are raised.

Would Recommend: Yes
David R.'s review forGenesys

Genesis is a great company they are a…

Genesis is a great company they are a leader in call center technology. Great company, and great product, highly recommend them The Genesys PureConnect system gives exceptional call center features. This tool has everything in one place, it is very customizable to meet each specific need. Their reputation for innovation, and customer support is second to none.

Genesis is a great company they are a leader in call center technology. Great company, and great product, highly recommend them

The Genesys PureConnect system gives exceptional call center features. This tool has everything in one place, it is very customizable to meet each specific need.
Their reputation for innovation, and customer support is second to none.

Would Recommend: Yes

The PureConnect platform is great….

The PureConnect platform is great. Virtually, if you can imagine it, you can do it somehow. It starts the gets bit pricy when you add features. Our maintenance contract more than doubled when Genesys bought out Interactive Intelligence. Tech support has grown leaps and bounds but that comes with acquisitions I think. I love the features offered by the product. The biggest obstacle for me is the maintenance cost. We would consider PureCloud, but the custom things we do are not supported. Overall, great product but cost to maintain is becoming overwhelming.

The PureConnect platform is great. Virtually, if you can imagine it, you can do it somehow. It starts the gets bit pricy when you add features. Our maintenance contract more than doubled when Genesys bought out Interactive Intelligence. Tech support has grown leaps and bounds but that comes with acquisitions I think. I love the features offered by the product. The biggest obstacle for me is the maintenance cost. We would consider PureCloud, but the custom things we do are not supported. Overall, great product but cost to maintain is becoming overwhelming.

Pros: Feature rich, flexible.
Cons: Maintenance expense.
Would Recommend: Yes
Soraya G.'s review forGenesys

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
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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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