Genesys

Genesys

Overview

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

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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
Request a detailed Genesys cost breakdown tailored to your specific needs and budget.

Disclaimer: The pricing is subject to change.

Genesys Integrations 

The software supports integration with multiple systems and platforms, such as: 

Watch the Genesys demo to learn more about its integration arrangements.

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.

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The 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.

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The 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.

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Genesys 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.

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The 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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Pros And Cons of Genesys

Pros

  • Highly reliable with industry-leading system uptime and stability

  • Robust integration options with APIs and major platforms

  • Automatic software updates provide new features with minimal effort

Cons

  • Reporting dashboards lack advanced visualization and customization options

  • Complex process automation features require technical expertise to implement

Genesys Reviews

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AR

Arjay R.

Mid Market, 500+ employees

4.0
December 2024

“I'm satisfied with it!

Pros

My experience with this platform has been really positive overall. Initially had some reservations during the transition but it quickly proved itself by meeting our customer experience management needs through its innovative and reliable features. The implementation went smoothly since learning the system was easy, the Beyond Learning courses made everything much easier to grasp. Their support team has been very helpful whenever we've had questions or needed assistance. What really impressed me was how well it integrates multiple communication channels, handling voice, email, messaging and social media all in one place. It's packed with useful features and the developers keep making improvements. This tool has serious potential to become our go-to resource for everything.

Cons

The reporting features could use some work and the Workforce Engagement Management add-on feels underdeveloped. Also, the interface looks outdated and isn't very simple to use.

Rating Distribution

Ease of use

9

Value for money

8

Customer Support

9

Functionality

8

MC

Matthew C.

Small Business, 11-50 employees

5.0
October 2024

“Innovative solutions keep it leading

Pros

I really appreciate how versatile this platform is and how they keep pushing out new features. After using it for six years, I've watched it evolve constantly especially with the AI stuff like Google Agent Assist and those new Guided Flows. These tools have made things so much smoother for our agents and they get the right info instantly which cuts down response times and makes customers happier. What I love is how it handles everything, voice, email, SMS, chatbots , all in one place.

Cons

The setup and configuration can be pretty complex especially when you're trying to build advanced flows or integrate AI-driven tools. It's quite difficult to use and New features sometimes feel rushed too. so, they'll roll out updates that lack proper documentation or need refinement after release. It would be helpful to have more detailed onboarding and examples showing best practices for implementation. The team is responsive to feedback though and I've noticed many issues get addressed in later updates.

Rating Distribution

Ease of use

8

Value for money

10

Customer Support

10

Functionality

10

EG

Esteban G.

Small Business, 11-50 employees

5.0
September 2024

“Impressive contact center capabilities

Pros

The functionality and usability really stands out compared to other options out there. What impressed me most is how well it integrates with different CRMs and systems and the data analytics and reporting capabilities are beyond what I've seen elsewhere in the market. Innovation paired with user-friendly design makes everything feel friendly. Setting it up was surprisingly simple and quick, definitely the most plug and play experience I've had.

Cons

Our market often gets overlooked when it comes to language support and while things have improved, we're usually the last to get new features translated. Since we serve customers across the Nordics, they want access to new functionality right away but the language barriers force us to come up with workarounds as a partner. The support quality could definitely be better too. When I reach out for help, I frequently get responses that don't address my actual problem or get asked to try basic troubleshooting steps we've already completed.

Rating Distribution

Ease of use

9

Value for money

9

Customer Support

7

Functionality

9

Frequently Asked Questions

Genesys supports integration with a wide range of platforms and systems, including Amazon Web Services, Microsoft Dynamics 365, Salesforce, Jira Software, Zendesk, ServiceNow HR, and Microsoft Teams.

Genesys provides 24/7 web portal support with response times based on issue severity, along with self-service resources, dedicated success services, and professional support for implementation and specific requirements.

Genesys features are used by medium to large enterprises across various industries, including banking, healthcare, retail, insurance, and government.

Yes, Genesys offers an API.

Yes, Genesys offers mobile apps for both iOS and Android devices.

Genesys software supports Arabic, Chinese (Simplified and Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Italian, Hebrew, and many more languages.

Genesys cost starts at $75/user/month for a Named license (Cloud CX 1) and goes up to $240/user/month for Cloud CX 4. For Concurrent licenses, pricing ranges from $110/user/month to $360/user/month, depending on the selected Cloud CX tier. Get a custom Genesys price estimate based on your requirements.