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Genesys REVIEW

Customer Support Software

8 user reviews
USER SATISFACTION 98%
OUR SCORE 7.5

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

Position of Genesys in our main categories:

200

Genesys is one of the top 200 Customer Support Software products

200

Genesys is one of the top 200
Customer Support Software products


Genesys is also listed in the following subcategories:

Category:Position:Category:Position:
Call Center Software#26
Category:Position:
Call Center Software#26

Every company has different needs and requires a software that can be personalized for their size, kind of workers and buyers, and the particular industry they are in. For these reasons, no system can proffer perfect features out-of-the-box. When you look for a software product, first be sure what you require it for. Read some Genesys reviews and ask yourself do you desire basic features or do you want sophisticated functionality? Are there any industry-specific features that you are seeking? Get the answers to these queries to aid your search. There are plenty of aspects that you need to mull over and these include your finances, particular business requirements, your organization size, integration needs etc. Take your time, use a few free trials, and finally zero in on the system that offers all that you require to boost your company effectiveness and productivity.

How Much Does Genesys Cost?

Genesys Pricing Plans:

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

User Satisfaction

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.

POSITIVE SOCIAL MENTIONS

16

NEGATIVE SOCIAL MENTIONS

3

Video

Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
Language Support
  • USA
  • Canada
  • India
Pricing Model
  • Quote-based
Customer Types
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted
  • On Premise

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • TRAINING
  • TICKETS

What are Genesys pricing details?

Genesys Pricing Plans:

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

User reviews


User reviews in total: 8

6
2
0
0
0

Average Rating:

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The most favorable review

Jorge

2 months ago


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.

The least favorable review

Tyrone

2 months ago


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.

Published 2 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 2 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 2 months ago
Verified
user
I love their intelligent routing. It's now possible to draw up a call flow that you can customize, integrate, and verify.



What do you think about this review? Great Poor
Published 2 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 4 months ago
Verified
user
They make it easier to seek out contacts or cues from within the systems.



What do you think about this review? Great Poor
Published 4 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 4 months ago
Verified
user
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...



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