Genesys offers advanced customer relationship management (CRM) by creating personalized, AI-driven customer journeys at scale. While support responsiveness varies, the platform’s powerful feature set, proven scalability, and all-in-one design offer a compelling value proposition for enterprises.
Genesys Specifications
Customer Communication Tracking
Customer Service/Support
Social Media Integration
Analytics and Reporting
What Is Genesys?
Genesys is an all-in-one, cloud-based contact center platform built to unify customer interactions and streamline service operations for mid-sized to large businesses. It consolidates communications from voice, email, social media, and more into a single agent interface. With features like intelligent, skills-based routing and predictive engagement, Genesys helps businesses reduce resolution times, improve agent productivity, and deliver consistent, personalized experiences across every customer touchpoint.
Genesys Pricing
Genesys pricing is structured across two categories, as detailed below:
Named License:
- Genesys Cloud CX 1: $75/user/month
- Genesys Cloud CX 2: $115/user/month
- Genesys Cloud CX 3: $155/user/month
- Genesys Cloud CX 4: $240/user/month
Concurrent License:
- Genesys Cloud CX 1: $110/user/month
- Genesys Cloud CX 2: $170/user/month
- Genesys Cloud CX 3: $230/user/month
- Genesys Cloud CX 4: $360/user/month
Disclaimer: The pricing is subject to change.
Genesys Integrations
The software supports integration with multiple systems and platforms, such as:
- Salesforce
- Microsoft Teams
- ServiceNow HR
- Zendesk
- Amazon Web Services
- Microsoft Dynamics 365
- Jira Software
Who Is Genesys For?
Genesys is ideal for a wide range of industries and sectors, including:
- Healthcare
- Banking
- Insurance
- Retail
- Government
- Automotive
- Education
Is Genesys Right For You?
Genesys is ideal for medium to large enterprises needing a scalable, all-in-one platform to manage complex customer journeys. Its deep AI integration transforms CRM data into actionable insights for personalized, automated service. Recognized by Gartner as a leader in contact center as a service (CCaaS) for 10th consecutive years, Genesys delivers a trusted solution for businesses prioritizing exceptional customer experience.
Still unsure about Genesys? Contact our customer support staff at (661) 384-7070 for further guidance.
Genesys Features
Genesys offers intuitive analytics tools that turn customer interaction data into actionable insights. The platform includes customizable dashboards with real-time and historical metrics, such as handle times and sentiment scores, helping businesses monitor performance and make informed, data-driven decisions.
See How It WorksThe platform enhances efficiency through AI-powered tools that streamline customer service. Features include virtual agents for self-service, predictive routing to connect users with the right agent, and Agent Copilot, which provides live support to agents during conversations for better outcomes.
See How It WorksThe software equips support teams with integrated tools to boost agent performance and morale. Key capabilities include AI-driven forecasting, quality monitoring, and performance tracking, enabling supervisors to provide targeted coaching, improve scheduling accuracy, and foster long-term employee satisfaction and productivity.
See How It WorksGenesys leverages AI to monitor real-time user behavior and deliver proactive support. The system can automatically trigger live chat invitations or present targeted content, helping businesses reduce bounce rates, personalize experiences, and increase engagement at critical points in the customer journey.
See How It WorksThe platform improves agent motivation and accountability through real-time scorecards, leaderboards, and gamified performance tracking. Supervisors can deliver tailored coaching and training modules, while employees gain insight into goals, enabling continuous growth, skill development, and alignment with business performance targets.
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