Genesys Cloud

Mobile optimized cloud call center with multichannel routing

4.1 /5 (101 reviews) Write a Review!

Genesys Cloud Overview

What is Genesys Cloud?

The industry-first Genesys Cloud platform was built from the ground up on a microservices multi-tenant cloud architecture, allowing for not only rapid deployment options, but also continuous delivery of new functionality, and unsurpassed scalability and reliability. The Genesys Cloud platform is an omnichannel contact center and unified communications solution that turns calls, emails, chats, texts and social expressions into a single conversation and seamless customer dialogue. The solution deploys at lightning speed for quick time-to-value and instant scalability.

A contact center infrastructure market leader, Genesys has decades of experience building solutions that embed customer experience (CX) at our core. Up-to-date with industry-standard security certifications, the Cloud solution ensures interactions seamlessly and securely support customer journeys for companies across the world—with user interfaces in 15 languages (more than any other software as a service (SaaS) customer experience cloud provider on the market).

Enable your customers on all the channels they want to engage on. Leverage actionable real-time data that drives efficiency in the contact center, enables predictive analytics, and results in the delivery of a more personalized customer experience. Built-in workforce management capabilities, a robust speech-enabled IVR, inbound and outbound flows, out-of-the-box integrations with major CRM solutions, and open APIs offer powerful functionality that's packaged in an intuitive, simple user interface. A collaboration and unified communications suite that includes a browser-based softphone, company directory, content management system, video and chat tools, and optional VoIP telephony service rounds out an all-in-one platform for your business. But if you prefer to Bring Your Own Carrier (BYOC), a variety of on-premises cloud deployment models are available. Find your best fit with flexible subscription terms.

Genesys Cloud Overview

Pricing

Starting from
$75.00/month

Pricing options

Free Trial
Subscription
Value for money

Cloud 1: $75USD per user, per month (annual payment available)

Cloud 2: $110USD per user, per month (annual payment available)

Cloud 3: $140USD per user, per month (annual payment available)


Genesys Cloud Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, India and 4 others, Japan, Germany, Brazil, Mexico
Supported Languages
Chinese (Simplified), Chinese (Traditional), Dutch, English, French and 11 others, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Turkish

Media

Boost agent productivity with CRM integrations
Queue Activities Detail View
Omnichannel Desktop and Screenshare
Directory view
Contact Center Dashboard
Adherence Dashboard
Genesys Cloud video Genesys Cloud screenshot: Boost agent productivity with CRM integrations Genesys Cloud screenshot: Queue Activities Detail View Genesys Cloud screenshot: Omnichannel Desktop and Screenshare Genesys Cloud screenshot: Directory view Genesys Cloud screenshot: Contact Center Dashboard Genesys Cloud screenshot: Adherence Dashboard

Genesys Cloud Reviews

Genesys Cloud Reviews

Overall rating
4.1
/
5
Excellent
38

Very good
45

Average
11

Poor
3

Terrible
4

Value for Money
3.8
Features
4
Ease of Use
4.2
Customer Support
3.7
82% recommended this app
Matthew C.

99% Sunny and Hot with the odd occasional downpour

The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.


Kymberli O.

G Cloud

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle.


Verified Reviewer

Not a Big Fan

Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.


Bernard G.

Good but complex solution for cloud

Genesys is a good solution for a business with a strong developer team.


Altaf G.

A Cloud like no other

The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.


Matthew C.
Industry: Financial Services
Company size: 51-200 Employees

99% Sunny and Hot with the odd occasional downpour

Used Daily for 6-12 months
Reviewed on 11/15/2018
Review Source: Capterra

The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.

Pros

The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.

Cons

The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Kymberli O.
Industry: Consumer Services
Company size: 501-1,000 Employees

G Cloud

Used Daily for 2+ years
Reviewed on 8/25/2020
Review Source: Capterra

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle.

Pros

Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and innovative.

Cons

There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail. Specific configurations are not always playing nice with each other.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Automotive
Company size: 51-200 Employees

Not a Big Fan

Used Daily for 1+ year
Reviewed on 9/5/2018
Review Source: Capterra

Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.

Pros

Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to use. In terms of profile information for agents it works well. I think the Queue activity is a good function of the software and allows me to monitor the status of inbound calls easily enogh.

Cons

I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though).

My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

Response from Genesys

Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at [email protected] (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Bernard G.
Industry: Telecommunications
Company size: 2-10 Employees

Good but complex solution for cloud

Used Other for 2+ years
Reviewed on 7/18/2020
Review Source: Capterra

Genesys is a good solution for a business with a strong developer team.

Pros

It has both CCaaS and UCaaS and is a leading provider. I was one of the first users years ago. They innovate well

Cons

It is a very complex solution that involves integration challenges every time. It is expensive for using with 3rd party products

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 5.0/10

Altaf G.
Industry: Financial Services
Company size: 501-1,000 Employees

A Cloud like no other

Used Daily for 2+ years
Reviewed on 6/2/2020
Review Source: Capterra

The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.

Pros

I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.

Cons

A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
8.2/10
Based on 101 user ratings
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Genesys Cloud Pricing

Genesys Cloud Pricing

Starting from
$75.00/month
Free Trial
Subscription
Value for money

Cloud 1: $75USD per user, per month (annual payment available)

Cloud 2: $110USD per user, per month (annual payment available)

Cloud 3: $140USD per user, per month (annual payment available)

Cloud 1: $75USD per user, per month (annual payment available)

Cloud 2: $110USD per user, per month (annual payment available)

Cloud 3: $140USD per user, per month (annual payment available)

Value for Money
3.8/5
Based on 101 user ratings
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Genesys Cloud Features

Genesys Cloud Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4/5
Based on 101 user ratings
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Categories

Additional information for Genesys Cloud

Additional information for Genesys Cloud

Key features of Genesys Cloud

  • 3rd Party REST API's
  • Advanced omnichannel routing
  • Bring Your Own Carrier (BYOC) deployment models
  • Business chat
  • Business telephony
  • CRM integrations
  • Call-back
  • Campaign management
  • Co-browsing ans screen share
  • Compliance certifications
  • Graphical scripting
  • Historic Reporting
  • Inbound/outbound blending
  • Integrations marketplace
  • Listen, assist, agent activation
  • Omnichannel agent desktop
  • Omnichannel recording
  • Preview, Progressive, Agentless, and Predictive dialing
  • PureCloud Voice telephony service
  • Quality management
  • Real-time dynamic performance views
  • Recording & quality management
  • Response management
  • SMS text
  • Satisfaction surveys
  • Schedule adherence
  • Scheduled callbacks
  • Script designer
  • Short-term forecasting and scheduling
  • Social channel management
  • Softphone
  • Speech analytics
  • Speech-enabled IVR
  • Unifed communications and collaboration
  • Video conference and desktop sharing
  • Voice and screen recording
  • Web chat, email, SMS
  • Workforce management
  • Wrap-up codes
  • iPad Supervisor app

Benefits

• Call Centers have achieved 571% ROI with the Cloud solution: Get payback on your investment in less than 3 months.

• Easy to deploy, easy to use: An intuitive interface allows you to set up your account, integrate with the systems you already use, and be up and running on the Cloud solution today—no complicated setup, and no training needed.

• The power to grow: With any software, you need the power to perform and the foundation to stand the test of time. The Cloud platform gives you a robust environment architected to grow with you and the needs of your customers.

• Unlimited channel surfing: Built from the start to be omnichannel, Cloud follows the conversation everywhere—so you always have the data you need to respond quickly. Wherever customers message you, we’ve got you covered.

• Work better as a team: Bring your team together across channels. With every part of the customer conversation in one place, you can create a lasting depth of collaboration and clarity that brings people closer together.

• Uncover trends in customer data: When you have all the information, you can approach customers with empathy and understanding. Cloud helps you capture and trend data, giving you insight to make human decisions that impact your business.

• Anticipate future needs: No one can predict the future. But with scalable software, rapidly evolving technology and real-time data analysis, rest easy knowing you can anticipate consumer trends and be ready for technology changes to come.

• Total transparency: In the fast-paced world of customer support, the last thing you need is for your contact centre software to fail. We’re here to make sure that never happens. The Cloud team is committed to performance transparency. That’s why we provide straight-forward SLAs and a public facing status page with live updates and proactive notifications.

Genesys Cloud FAQs

Genesys Cloud FAQs

Below are some frequently asked questions for Genesys Cloud.

Q. What type of pricing plans does Genesys Cloud offer?

Genesys Cloud offers the following pricing plans:

Starting from: $75.00/month

Pricing model: Subscription

Free Trial: Available

Cloud 1: $75USD per user, per month (annual payment available) Cloud 2: $110USD per user, per month (annual payment available) Cloud 3: $140USD per user, per month (annual payment available)

Q. What are the main features of Genesys Cloud?

Genesys Cloud offers the following features:

  • 3rd Party REST API's
  • Advanced omnichannel routing
  • Bring Your Own Carrier (BYOC) deployment models
  • Business chat
  • Business telephony
  • CRM integrations
  • Call-back
  • Campaign management
  • Co-browsing ans screen share
  • Compliance certifications
  • Graphical scripting
  • Historic Reporting
  • Inbound/outbound blending
  • Integrations marketplace
  • Listen, assist, agent activation
  • Omnichannel agent desktop
  • Omnichannel recording
  • Preview, Progressive, Agentless, and Predictive dialing
  • PureCloud Voice telephony service
  • Quality management
  • Real-time dynamic performance views
  • Recording & quality management
  • Response management
  • SMS text
  • Satisfaction surveys
  • Schedule adherence
  • Scheduled callbacks
  • Script designer
  • Short-term forecasting and scheduling
  • Social channel management
  • Softphone
  • Speech analytics
  • Speech-enabled IVR
  • Unifed communications and collaboration
  • Video conference and desktop sharing
  • Voice and screen recording
  • Web chat, email, SMS
  • Workforce management
  • Wrap-up codes
  • iPad Supervisor app

Q. Who are the typical users of Genesys Cloud?

Genesys Cloud has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Q. What languages does Genesys Cloud support?

Genesys Cloud supports the following languages:

Chinese (Simplified), Chinese (Traditional), Dutch, English, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Turkish

Q. What type of pricing plans does Genesys Cloud offer?

Genesys Cloud has the following pricing plans:

Subscription

Q. Does Genesys Cloud support mobile devices?

Genesys Cloud supports the following devices:

Android, iPhone, iPad

Q. What other apps does Genesys Cloud integrate with?

Genesys Cloud integrates with the following applications:

Gong.io, Infobip, Korbyt, Microsoft Azure, Shelf, UserVoice, Zendesk, Zendesk, livepro, nGAGEMENT

Q. What level of support does Genesys Cloud offer?

Genesys Cloud offers the following support options:

Online Support, Phone Support, Knowledge Base, Forum, Video Tutorials