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Simplify your customer support and help desk

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. Genesys recruiters will never ask for sensitive personal or financial information during the application phase. Initial inquiries might come through LinkedIn, but all communication thereafter is through an official Genesys portal. Continue to stay alert and safe.



Genesys
2016
United States
  • Accounting
  • Banking
  • Financial-services
  • Information-services
  • Information-technology-services
  • Marketing-advertising
6 Industries
  • English
1 Language
Industries
  • Accounting
  • Banking
  • Financial-services
  • Information-services
  • Information-technology-services
  • Marketing-advertising
Licensing & Deployment
Support
  • Email
  • Chat
  • Phone
  • 24x7 Support
Training
  • Webinar
  • Documentation
Knowledge Base
  • Help Guides
  • Video
  • Blog
  • Webinar
  • On-Site Training

Media

Genesys
Genesys

Genesys Core Features

Focus of Help Desk Feature
  • Analytics & Reporting
  • Alerts
  • Customer Review
  • Dashboards
  • Email Integration
  • Escalation
  • Interaction Tracking
  • Multi-Channel
  • Multilingual
  • Response Template
  • SLA
  • Ticketing Management
Focus of Call Center Feature
  • Call Logging
  • Call Scripting
  • Campaign Management
  • Conference Calling
  • Escalation Management
  • Manual Dialer
  • Predictive Dialer
  • Queue Management
  • Voicemail
Focus of Auto Dialer Feature
  • Call Center Management
  • Call Recording
  • Call Scripting
  • Campaign Control
  • Contact List
  • Lead Management
  • Predictive Dialer
  • Preview Dialer
  • Real Time Reports
  • Scheduled Callbacks
Focus of Customer Engagement Feature
  • Communication Management
  • Feedback Management
  • Gamification
  • Live Chat
  • Reporting/Analytics
  • Self Services
  • Video Support
Focus of Customer Experience Feature
  • Action Management
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Data Collection
  • Predictive Analytics
  • Reporting & Analytics
  • Sentiment Analysis
  • Survey/Poll Management
  • Text Analysis
  • Trend Analysis
Focus of Live Chat Feature
  • Alerts/Notifications
  • Canned Responses
  • Chat Bots
  • Proactive Chat
  • Reports & Analytics
  • Secured Encryption
  • Visitor Tracking
Focus of Accounts Receivable Feature
  • Audit Trails
  • Account Security
  • Billing & Invoicing
  • Collections Management
  • Customer Communication
  • Dashboard
  • Predictive Analysis
  • Receivables Ledger
  • Recurring Billing
  • Streamlined Payments
Focus of Contact Center Feature
  • Call recording and monitoring
  • Call routing and queuing
  • Integration capabilities
  • Interactive voice response (IVR)
  • Multi-channel communication
  • Omnichannel support

Genesys Pricing

Pricing Type
  • Per Feature
Preferred Currency
  • USD ($)
Free Version
  • No
Free Trial
  • 30 Days Trial
Payment Frequency
  • Quote Based
Vendor pricing page Download Pricing Document

Genesys Reviews

4
Total Reviews
4.5/5
Overall Rating
0
Recent Reviews

What Users Say

Genesys is a suite of cloud- services that enable companies to deliver a personalized experience that makes life easier.
Anthony Horton
Anthony Horton
Solid products with good support, and the clout behind them to keep developing.
Kristopher Kauth
Kristopher Kauth
Great Call Center phone systems
Richard Oberle
Richard Oberle
Genesys Cloud - all the technology and know-how under one roof!
Robert Wakefield-Carl
Robert Wakefield-Carl

What Users Like The Most

  • Has the majority of needed features (no provider checks all of the boxes).
  • Has a concurrent user pricing model option, which is a slam dunk for companies with multiple shifts.
  • Has the ability to supervise and manage teams of users (e.g. contact center), where most other products in the market don't have that concept.

What Users Like The Least

  • Chat and Messaging configuration in CX is not as good as others in the marketplace (e.g. even Genesys DX).
  • Some aspects of administration are more complex to plan and understand than others.
  • I feel it still needs to improvise the workflow.

Genesys Reviews

4.5 4 Reviews
  • Relevance
  • Most Recent
  • Rating: high to low
  • Rating: low to high
Write a Review
Anthony Horton

Genesys is a suite of cloud- services that enable companies to deliver a personalized experience that makes life easier.

Nice and very helpful solution. This suite has made my life at work so much easier. Super-fast to submit a ticket, I can input plenty of information, plus I can see all updates. customized domain, knowledge base, and self-service portal. Overall, it is a cool tool that makes it easier to track your work.

What was the project name that you have worked with Genesys?

Help Desk Software

How long have you used Genesys?

8 Months

How frequently you use Genesys?

Daily

What do you like the most about Genesys?

Flexible and good products for the helpdesk.

Very reliable and great interface.

Straight forward with all the best features.

What do you like the least about Genesys?

I feel it still needs to improvise the workflow.

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating
Kristopher Kauth

Solid products with good support, and the clout behind them to keep developing.

We began with a product called PureConnect, which worked well for our contact center. It has tons of features and configuration options, and could be on-premises, in the cloud, or blended (we were on-prem). With changes in our company structure and goals, we decided to switch to the new PureCloud (now Genesys Cloud CX), which allowed us to use the product as a completely hosted solution and even to connect to our cloud carriers for voice traffic. This is a newer product from Genesys, so it is still playing catch-up on some features compared to others (mainly related to chat/messaging), but they are continually updating it, because Genesys is a large, established company, with plenty of resources. One of the main decision points for us to use Genesys was that they have a concurrent user pricing model option. When running a business with multiple shifts (e.g. morning to evening, or 24 hours), then this is the only option to consider.

How long have you used Genesys?

8 Years

How frequently you use Genesys?

Daily

What do you like the most about Genesys?

Has the majority of needed features (no provider checks all of the boxes).

Has a concurrent user pricing model option, which is a slam dunk for companies with multiple shifts.

Has the ability to supervise and manage teams of users (e.g. contact center), where most other products in the market don't have that concept.

What do you like the least about Genesys?

Chat and Messaging configuration in CX is not as good as others in the marketplace (e.g. even Genesys DX).

Some aspects of administration are more complex to plan and understand than others.

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating
Richard Oberle

Great Call Center phone systems

I have enjoyed the Genesys Call Center phone systems for years. Their support has been excellent. I have to say that I see the quality of their support degrading recently however. As they put all their energy into Cloud, premise support is waning. No one wins in that scenario.

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating
Robert Wakefield-Carl

Genesys Cloud - all the technology and know-how under one roof!

With Genesys Cloud, there is not the need to hunt and shop for bolt-ons to fit your needs. Being fully cloud-based, our users can be anywhere, especially from home presently and access all the features as if they were sitting in the office. Our cloud integrations allows our agents full features at home and IT-support is none existent. With all channels in a single interface and features like Agent Assist, our people get up to speed faster and have the tools at their fingertips without leaving their single pane of glass. Even advanced technologies like speech analytics, learning management, and and workforce engagement are just part of the package and not a 3rd-party add-on. With Genesys Cloud, we have one back to pat and one source for routing of any interaction.

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating
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