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Genesys Review

Genesys
Our score: 7.5 User satisfaction: N/A

What is Genesys?

Genesys is a tool that provides its users with improved call management, enhanced call routing capabilities to the right resources, and faster resolution of calls. Built with the customer’s satisfaction in mind, Genesys delivers seamless and consistent contact management solutions that enable them to engage customers across their journeys via multiple channels. The patented Customer Experience Platform ensures that clients get to interact with their customers on many touchpoints, allowing them to effortlessly deliver unparalleled customer support anytime.

Overview of Genesys Benefits

Genesys is designed to give users the tools and functionalities that allow them to deliver the ultimate customer support experience. Founded on the Genesys Customer Experience Platform, users are able to to give out the best and optimal journey for each customer without the hassle and with the less cost. With Genesys, businesses can:

  • Design and manage customer experience and journey right from the get go to achieve desired results.
  • Orchestrate the steps before, during, and after every customer interaction.
  • Smooth and seamless transitions across multiple touchpoints and interactions.
  • Gather insights from successful and unsuccessful customer journeys and analyze data from third-party applications to derive to thorough and detailed assessment.
  • Become more proactive in engaging customers to remain consistent in providing positive and seamless customer experience.

Overview of Genesys Features

Genesys Premier Edition
  • Scales up to 250 seats
  • Cloud-based deployment
  • Proven, global cloud Contact Center platform
  • Superior availability and reliability
  • Bundled telecommunications services
  • Intuitive and visual solution configuration
  • Out-of-box CRM integration (Salesforce.com, Zendesk)
Genesys Business Edition
  • Scale up to 1,000 seats
  • Market-leading all-in-one Genesys Platform consolidates the multi-vendor Contact Center stack
  • Meet your customers’ expectations for a consistent experience over the channel of their choice
  • Pre-configured routing and analytics options for rapid deployment and lower cost of ownership
  • Best-in-class routing using full context delivers optimal customer experience with the lowest cost
  • Ease of deployment through cloud, on-premises, or hybrid cloud helps you get up and running faster
  • Pre-integrated hardware appliances for on-premises deployments
  • Rapid deployment
  • Eliminates server hardware procurement cycle
  • No software installation
  • VoIP Gateways, SBCs, and handsets available
  • Inbound and outbound multi-channel support, including email, chat, mobile and advanced self-service channels
  • Real-time performance and operational monitoring and analysis
  • Workforce Optimization including Workforce Management
  • Local telephony connection delivery model
  • Support for growth while protecting your legacy investments
Genesys Enterprise Edition
  • Scale up to unlimited seats
  • Full customer experience capabilities for a sophisticated, cross-channel enterprise contact center , supporting unlimited agent deployments and global reach
  • Cross-channel data services provide context to achieve optimal customer experiences
  • Integrated self-service, analytics, workforce and back-office optimization for peak performance
  • Built-in support for remote and branch workers to span locations and geographies
  • Flexible deployment for on-premises, cloud or hybrid cloud configurations
  • Advanced capability customization to meet your unique requirements
  • Advanced third-party integration to protect legacy investments and support connections to CRM, ERP and BPM systems
  • Unlimited scalability across geographies to meet the needs of a large and dispersed enterprise call center

Genesys Position In Our Categories

Bearing in mind companies have distinct business requirements, it is only sensible that they steer clear of buying an all-encompassing, “perfect” software solution. Needless to say, it would be almost impossible to pinpoint such an app even among branded software products.
The practicable step to undertake can be to take note of the varied major factors which call for a careful thought such as crucial features, costing, skill aptitude of staff, business size, etc. Then, you must do the research through and through. Go over these Genesys analyses and scrutinize the other software products in your shortlist more closely. Such comprehensive product research ascertains you drop mismatched applications and subscribe to the system which offers all the function your company requires.

Position of Genesys in our main categories:

TOP 200

Genesys is one of the top 200 Customer Support Software products

Genesys is also listed in the following subcategories:

It is crucial to keep in mind that almost no software in the Customer Support Software category will be an ideal solution that can match all the goals of all company types, sizes and industries. It may be a good idea to read a few Genesys Customer Support Software reviews first as certain solutions might perform well exclusively in a very narrow set of applications or be prepared with a very specific industry in mind. Others might work with an idea of being simple and intuitive and consequently lack complicated functions needed by more experienced users. You can also find apps that support a large group of users and provide a rich feature set, however this usually comes at a more expensive price of such a solution. Make sure you're aware of your needs so that you buy a solution that has all the functionalities you search for.

How Much Does Genesys Cost?

Genesys Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Pricing available by quote only. Contact Genesys directly for more pricing details.

User Satisfaction

Positive Social Media Mentions 0
Negative Social Media Mentions 0

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Genesys reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Genesys. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac

Deployment

  • Cloud Hosted
  • On Premise

Language Support

  • English

Pricing Model

  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Genesys Comparisons

Genesys user reviews

A true partner that concentrates on end customers CX and business!

Read full review >
Eloise
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.10.2018 Company Size: More than 100 Employees Industry: Telecommunications

A versatile product that should work in just about any company.

Read full review >
Tyrone
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 18.08.2018 Company Size: More than 100 Employees Industry: Utilities

A platform without above-average customer experience.

Read full review >
Claire
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 17.08.2018 Company Size: More than 100 Employees Industry: Unknown

A game changer in the market.

Read full review >
Louise
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.03.2018 Company Size: More than 100 Employees Industry: Automotive

Geneysys is it!

Read full review >
Brian
5/5

Overall Impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 28.02.2018 Company Size: More than 100 Employees Industry: Consumer Services

What are Genesys pricing details?

Genesys Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Pricing available by quote only. Contact Genesys directly for more pricing details.

What integrations are available for Genesys?

Genesys supports integrations with the following business systems and applications:

  • Salesforce.com
  • Zendesk
  • Oracle
  • SAP
  • Microsoft
  • IBM
  • Aspect
  • Asterisk
  • Avaya/Nortel
  • Cisco
  • Intecom
  • NEC
  • Skype
  • Mitel/Aastra
  • Siemens
  • Unify
  • KnoahSoft

Genesys average rating:

Average score
5/5 (8 user reviews)
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Jorge

PROS: I've been supporting Genesys since 2012. I feel they're one of the best contact center infrastructure in the market with support for different kinds of communication. In addition to their out-of-the-box products and channel engagements, we were able to utilize SDKs for customize integration on top of the the .NET framework from Microsoft.

CONS: Troubleshooting and upkeep entailed a lot of effort so designing and carrying out for a different environment will require careful review.

Reviewed 2 years ago

Read full review >

The least favorable review

Claire

PROS: It's a worthwhile platform for customer expeience with plenty of options at your fingertips. The platform is versatile and based on a cloud. It has very good lync integration as a well as excellent uptime, voice mail, and virtual call facilities.

CONS: While it's a good software in general, it's priced a little higher so it can do a bit better. There have been some instances where its call blocking functionality failed to work. Its Android could use a bit of work.

Reviewed 1 year ago

Read full review >

More reviews from 8 actual users:

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Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

A true partner that concentrates on end customers CX and business!

Read full review >
Eloise
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.10.2018 Company Size: More than 100 Employees Industry: Telecommunications

PROS: Genesys offers high end solutions as well as business consultancy that prints awesome experience for customers and excellent ROI. It's an expert when it comes to engaging customers in all channels. Gensys is the master in organizing customer journey with proactive solutions.

CONS: Most of its features in terms of integration with other solutions makes it a bit difficut to maintain a user-friendly and unified interface. But still, Geneysis offered a worthwhile one.

What do you think about this review? Great Poor

A versatile product that should work in just about any company.

Read full review >
Tyrone
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 18.08.2018 Company Size: More than 100 Employees Industry: Utilities

PROS: Their portfolio products offer solutions for almost every kind of customer interaction today. Their solutions is a lot more transparenet and offers every business user the advantages with its endless possibilities.

CONS: Their license/price model is traditional and it makes it challenging to compare it against some of today's products.

What do you think about this review? Great Poor

A platform without above-average customer experience.

Read full review >
Claire
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 17.08.2018 Company Size: More than 100 Employees Industry: Unknown

PROS: It's a worthwhile platform for customer expeience with plenty of options at your fingertips. The platform is versatile and based on a cloud. It has very good lync integration as a well as excellent uptime, voice mail, and virtual call facilities.

CONS: While it's a good software in general, it's priced a little higher so it can do a bit better. There have been some instances where its call blocking functionality failed to work. Its Android could use a bit of work.

What do you think about this review? Great Poor

A game changer in the market.

Read full review >
Louise
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.03.2018 Company Size: More than 100 Employees Industry: Automotive

PROS: When deployed as intended, Genesys makes it possible to tap in every aspect of your enterprise and streamlining call center and back office tasks in an an organized solution.

CONS: Compared to a majority of companies, Genysys is a bit slow in user interface updates. This makes working with them an acquired skill instead of a convenient and worthwhile experience.

What do you think about this review? Great Poor

Geneysys is it!

Read full review >
Brian
5/5

Overall Impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 28.02.2018 Company Size: More than 100 Employees Industry: Consumer Services

PROS: They make it easier to seek out contacts or cues from within the systems.

CONS: I disapprove their search functionality. I've had a hard time with the profiles since it's hard to open attachments from contacts.

What do you think about this review? Great Poor

An intellectual tool for everyone.

Read full review >
Wallace
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 22.02.2018 Company Size: More than 100 Employees Industry: Telecommunications

PROS: I love their intelligent routing. It's now possible to draw up a call flow that you can customize, integrate, and verify.

CONS: While it does have software upgrades/bug fixes, it tends to, from time to time, create other problems.

What do you think about this review? Great Poor

Genesys makes it a lot easier to customize your contact center for an enhanced CX.

Read full review >
Jorge
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 16.02.2018 Company Size: More than 100 Employees Industry: Banking

PROS: I've been supporting Genesys since 2012. I feel they're one of the best contact center infrastructure in the market with support for different kinds of communication. In addition to their out-of-the-box products and channel engagements, we were able to utilize SDKs for customize integration on top of the the .NET framework from Microsoft.

CONS: Troubleshooting and upkeep entailed a lot of effort so designing and carrying out for a different environment will require careful review.

What do you think about this review? Great Poor

An excellent contact centre platform

Read full review >
Nelson
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 31.12.2017 Company Size: More than 100 Employees Industry: Telecommunications

PROS: Genesys is a stunning contact center platform that leverages the upsides of utilzing a single system rather than opting for different silos. The obvious one is the 360-degree ominchannel customer interaction history that makes you forget all about hotline amnesia.

CONS: Newer products require careful attention and a bit of time for them to mature. But it's all set up, it functions well. But there have been instances where varying configurations are needed to achieve what's favorable. Not many recommendations area available.

What do you think about this review? Great Poor
Reviewed By Nestor Gilbert
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