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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
6
User Reviews
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Happy customer, 3 countries, 100+ seats…

Happy customer, 3 countries, 100+ seats. Love the Architect, API, UI, the regular releases notes with new options/functions, Quality management module etc. Great developers forum and good users forum. Of course there are also cons but not in relation to all the benefits of the product.

Happy customer, 3 countries, 100+ seats. Love the Architect, API, UI, the regular releases notes with new options/functions, Quality management module etc.
Great developers forum and good users forum.

Of course there are also cons but not in relation to all the benefits of the product.

Pros: API, Architect, Multi channel, Easy to use and learn, Fast deployment.
Cons: E-mail channel is not on a high level, but that will come.
Would Recommend: Yes

One of the best inbound calling solutions…

One of the best inbound calling solutions on the market. We’ve been utilizing Genesys for over 3 years, and it’s been a game changer for our inbound call center. The system is extremely powerful, and our team loves it!

One of the best inbound calling solutions on the market. We’ve been utilizing Genesys for over 3 years, and it’s been a game changer for our inbound call center. The system is extremely powerful, and our team loves it!

Would Recommend: Yes

The PureCloud platform is starting…

The PureCloud platform is starting to become a very robust platform, but it is still behind some of the market leaders when it comes to reporting capabilities and automation.

The PureCloud platform is starting to become a very robust platform, but it is still behind some of the market leaders when it comes to reporting capabilities and automation.

Would Recommend: Yes

I switched recently from another…

I switched recently from another provider because they didn’t support our CRM. I’ve been very pleased with Genesys because of their support portal and integration features and they’re excellent customer service, I always get a live person on the phone within a few rings.

I switched recently from another provider because they didn’t support our CRM. I’ve been very pleased with Genesys because of their support portal and integration features and they’re excellent customer service, I always get a live person on the phone within a few rings.

Pros: Nomorobo support, excellent customer service ice.
Cons: None so far.
Would Recommend: Yes
Lindsay H.'s review forGenesys

We have been on PureCloud by Genesys…

We have been on PureCloud by Genesys for almost a year now and we love it. Implementation was very quick and painless. The features are great and our agents love the agent desktop. We haven’t experienced a single outage since switching to PureCloud. The reliability has been the best part of the switch for us. Our customer satisfaction for chat has grown by 14.6%. Considering that our previous chat solution was down on a regular basis and our customers couldn’t even get to the survey to express their frustration, we are thrilled with that growth. We are also very excited about the continuous development for PureCloud. What has been developed and is being developed for asynchronous messaging and SMS messaging and social media messaging is very important for our operations in the future.

We have been on PureCloud by Genesys for almost a year now and we love it. Implementation was very quick and painless. The features are great and our agents love the agent desktop. We haven’t experienced a single outage since switching to PureCloud. The reliability has been the best part of the switch for us. Our customer satisfaction for chat has grown by 14.6%. Considering that our previous chat solution was down on a regular basis and our customers couldn’t even get to the survey to express their frustration, we are thrilled with that growth.

We are also very excited about the continuous development for PureCloud. What has been developed and is being developed for asynchronous messaging and SMS messaging and social media messaging is very important for our operations in the future.

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, California, with various offices in those 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 at the center innovation since.

Powering their growth through acquisitions, Genesys has brought in and leveraged new technologies into their existing portfolio building out one of the most comprehensive 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.

Available Solutions

With a focus on both On-Premises and Cloud based solutions, Genesys offers a complete platform for the mid-size to large business. With three main solutions, Genesys offers a range of solutions to build out a complete contact center, or even just a local call center as well as workforce and workload management, and even business analytics.

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

Service Plans Availabile

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.

PureEngage: Enterprise 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

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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