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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
98%
Recommend It
53
User Reviews
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Genesys PureCloud is a great,…

Genesys PureCloud is a great, userfriendly ACD program. We use this service primarily for voice interactions and it works great. It also includes many other features like chat, email, and more. Their reporting structures are great. Moment-by-moment monitoring is especially useful as well. They continue to improve the site with regular maintenance and improvements.

Genesys PureCloud is a great, userfriendly ACD program. We use this service primarily for voice interactions and it works great. It also includes many other features like chat, email, and more. Their reporting structures are great. Moment-by-moment monitoring is especially useful as well. They continue to improve the site with regular maintenance and improvements.

Would Recommend: Yes
Pritam P.'s review forGenesys

My experience till date fantastic, as…

My experience till date fantastic, as am working as a purecloud support engineer, its very easy to find out the issues and troubleshot as per that. Also, regular updates from genesys is really helpful for new features understanding. Even in integration platform genesys make it very flexible for administrator to configure and manage. Most important genesys support really respond very quick, that i like most, for any issue they are coming with exact answer.

My experience till date fantastic, as am working as a purecloud support engineer, its very easy to find out the issues and troubleshot as per that.
Also, regular updates from genesys is really helpful for new features understanding. Even in integration platform genesys make it very flexible for administrator to configure and manage. Most important genesys support really respond very quick, that i like most, for any issue they are coming with exact answer.

Would Recommend: Yes
Gordon T.'s review forGenesys

A very stable and reliable product with…

A very stable and reliable product with good integration feature for CRM and data management. I have used a variety of other systems and none have matched the same up-time and stability provided by this platform. Software and agent access is very intuitive and easy to use, with very little training required.

A very stable and reliable product with good integration feature for CRM and data management. I have used a variety of other systems and none have matched the same up-time and stability provided by this platform. Software and agent access is very intuitive and easy to use, with very little training required.

Would Recommend: Yes
Isaiah P.'s review forGenesys

The multiple options for ivr platforms,…

The multiple options for ivr platforms, agent management, call & workload routing, and reporting is one of the key reasons we love Genesys. There is something for every business type. Also, the ease of setup and deployment is a huge benefit! Even though the cost can be high, it is worth it for our customers and the system we have.

The multiple options for ivr platforms, agent management, call & workload routing, and reporting is one of the key reasons we love Genesys. There is something for every business type. Also, the ease of setup and deployment is a huge benefit! Even though the cost can be high, it is worth it for our customers and the system we have.

Pros: Multiple options and solutions.
Cons: Cost is high.
Would Recommend: Yes

Transitioning to Genesys was more…

Transitioning to Genesys was more difficult with voice than email and chat – we are working towards asychronous chat/chatbots and what we can use with outbound dialer. There are many features and most is self-taught or knowledge transfer driven from an admin perspective. This is great in the sense that we can learn when it fits our busy schedules – we can find Genesys articles online when implementing something new. If we are still stuck we can always reach out to Genesys support for assistance.

Transitioning to Genesys was more difficult with voice than email and chat – we are working towards asychronous chat/chatbots and what we can use with outbound dialer. There are many features and most is self-taught or knowledge transfer driven from an admin perspective. This is great in the sense that we can learn when it fits our busy schedules – we can find Genesys articles online when implementing something new. If we are still stuck we can always reach out to Genesys support for assistance.

Pros: Great support.
Cons: out of box limits features.
Would Recommend: Yes

I have been using this application from…

I have been using this application from last 12 months as the Administrator and my overall experience is amazing, As I moved as the administrator I was in dilemma to understand the Technology but with the help of this product it become easy to understand and do my regular activities, I strongly recommend this product.

I have been using this application from last 12 months as the Administrator and my overall experience is amazing, As I moved as the administrator I was in dilemma to understand the Technology but with the help of this product it become easy to understand and do my regular activities, I strongly recommend this product.

Would Recommend: Yes
Yoriany M.'s review forGenesys

I like the platform of pure engage…

I like the platform of pure engage since it is very complete at the level of functionalities, such as omnichannel for a contact center. It is a very good platform but it seems very expensive.

I like the platform of pure engage since it is very complete at the level of functionalities, such as omnichannel for a contact center.

It is a very good platform but it seems very expensive.

Would Recommend: Yes

PureCloud has been an excellent…

PureCloud has been an excellent addition to our company, replacing another well-known contact center platform that was plagued with stability issues. The functionality is strong, but importantly, the company is very forward-thinking in the way they approach iterating on the platform. All your standard contact center features: queues, call routing, outbound campaigns, etc, are handled quite well. And the call flow tool – architect – is a powerful way to design call flows. Where it lacks is in small administrative details, from my perspective – not being able to build hierarchies of wrap up codes, or label phone numbers in the number management console. Small things for a large platform really. I’m impressed so far, and look forward to seeing how they continue to develop PureCloud.

PureCloud has been an excellent addition to our company, replacing another well-known contact center platform that was plagued with stability issues. The functionality is strong, but importantly, the company is very forward-thinking in the way they approach iterating on the platform. All your standard contact center features: queues, call routing, outbound campaigns, etc, are handled quite well. And the call flow tool – architect – is a powerful way to design call flows. Where it lacks is in small administrative details, from my perspective – not being able to build hierarchies of wrap up codes, or label phone numbers in the number management console. Small things for a large platform really. I’m impressed so far, and look forward to seeing how they continue to develop PureCloud.

Would Recommend: Yes

Genesys Cloud is very suitable for when…

Genesys Cloud is very suitable for when elasticity is key to commercial demand. In our country we need to keep the local voice, and we use Edge servers, we have tested them to the limit of operations and they work excellent. It is an all-in-one solution that fits our needs. For us, the use of APIs was a very important factor when making the decision and after having carried out proof of concept, we ratified our decision to acquire the solution.

Genesys Cloud is very suitable for when elasticity is key to commercial demand. In our country we need to keep the local voice, and we use Edge servers, we have tested them to the limit of operations and they work excellent. It is an all-in-one solution that fits our needs.

For us, the use of APIs was a very important factor when making the decision and after having carried out proof of concept, we ratified our decision to acquire the solution.

Pros: Real-time agent metrics; Easy to learn and use.
Cons: None.
Would Recommend: Yes

Dear Team, its best CX system of the…

Dear Team, its best CX system of the upcoming decades , all in one platform where you can have voice , digital channel like WhatsApp, facebook ,twitter,Chat,Email and SMS. you can have survey on each channel to enhance the customer experience with current service Agent and Admin are friendly with the interface

Dear Team,

its best CX system of the upcoming decades , all in one platform where you can have voice , digital channel like WhatsApp, facebook ,twitter,Chat,Email and SMS.

you can have survey on each channel to enhance the customer experience with current service

Agent and Admin are friendly with the interface

Pros: all in one platform.
Cons: limited documents.
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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