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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
19
User Reviews
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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

Genesys PureEngage is amazing and very…

Genesys PureEngage is amazing and very flexible. You can do just about anything with it, as the palette is wide-open. We primarily use inbound voice and love it. Upgrades are easy and all versions are backwards-compatible. The support from Customer Care is great.

Genesys PureEngage is amazing and very flexible. You can do just about anything with it, as the palette is wide-open. We primarily use inbound voice and love it. Upgrades are easy and all versions are backwards-compatible. The support from Customer Care is great.

Would Recommend: Yes
Serdar K.'s review forGenesys

Previously, we were using IN-IN call…

Previously, we were using IN-IN call center technology. After that, we moved and began to use Genesys Pure Engage. This is a big leap for us. The reason for this change was a refreshment on our IVR and routing ability. We got really good customer feedback after this change. With designing new IVR which provides and improves our AHT values and makes effective use of our Agents. Therefore, Genesys PureEngage solution is well suited. It has also improved our customer experience directly. Mobil Chat is one example for customer experience.

Previously, we were using IN-IN call center technology. After that, we moved and began to use Genesys Pure Engage. This is a big leap for us. The reason for this change was a refreshment on our IVR and routing ability. We got really good customer feedback after this change.

With designing new IVR which provides and improves our AHT values and makes effective use of our Agents. Therefore, Genesys PureEngage solution is well suited. It has also improved our customer experience directly. Mobil Chat is one example for customer experience.

Pros: I like the product that's why we have changed from IN-IN (former name of Genesys PureConnect) to Genesys PureEngage. The services we're taking from the vendor is also satisfying.
Cons: Genesys support side took some time to solve issues, maybe it can be improved.Other than this, real-time reporting should be improved as well, CCPulse or Pulse isn't efficient for us.
Would Recommend: Yes
Kamal G.'s review forGenesys

1. Interaction Routing Capabilities are…

1. Interaction Routing Capabilities are very impressing in Pure Engage Solution. it provides facility to configure scenarios like overflow of interactions from one site to another, Last agent routing etc. 2. Pure Engage comes with integration of Genesys Framework components with WFM solution which enables seamless data between both systems due to which WFM solution becomes very effective in complex Contact Center environments. 3. Speechstorm product in the suite helps to generate customer Journey reports which can be used in analytics to derive customer experiences on IVR. Genesys Management tools like CME & SCI should not be discontinued. There should be more development on these tools. Composer and IRD should be more user friendly

1. Interaction Routing Capabilities are very impressing in Pure Engage Solution. it provides facility to configure scenarios like overflow of interactions from one site to another, Last agent routing etc.

2. Pure Engage comes with integration of Genesys Framework components with WFM solution which enables seamless data between both systems due to which WFM solution becomes very effective in complex Contact Center environments.

3. Speechstorm product in the suite helps to generate customer Journey reports which can be used in analytics to derive customer experiences on IVR.

Genesys Management tools like CME & SCI should not be discontinued. There should be more development on these tools. Composer and IRD should be more user friendly

Pros: 1. Routing Capabilities. 2. SpeechStorm for Customer Journey. 3. Integrated WFM with other Genesys components.
Cons: 2. GAX interface can be more user friendly. 2. More simpler approach for IRD. 3. No Support for thick clients like IRD, CME and SCI.
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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