Audience

Businesses of all sizes in all industries seeking a cloud-based platform that offers tools and services to help businesses manage customer experience, workforce engagement, and business operations.

About Genesys Cloud

Genesys Cloud is the platform for rapid innovation — for organizations of any size, and any industry. It’s an API-first solution, with more than 10 years of testing, refinement, and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multitenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries.

Popular Alternatives
Twilio Voice
Twilio Voice
(409 Ratings)
Create a scalable voice experience with the API that connects millions globally. With Twilio Voice, you can build unique phone call experiences with one API, to create, receive, control and monitor calls with just a few lines of code. Create an engaging voice experience that you can quickly scale and modify with a wide array of customization options and resources, like our Voice SDK. Then, add on features like Interactive Voice Response (IVR), recording transcriptions, and speech recognition to create an experience that your customers will appreciate. Whether you're looking to set up global conferencing or alerts & notifications, Twilio has the support you need for building with Voice. Find docs, code samples, helper libraries, and developer tools such as Twilio Runtime and our visual workflow builder, Studio.
Learn more
Local Measure Engage
Local Measure Engage
(16 Ratings)
Engage is a pre-built, intelligent, cloud contact center platform that transforms customer service. Built for for Amazon Connect and powered by AWS, Engage combines voice and digital communication channels to improve operational efficiency and deliver valuable insights, Engage uses Generative AI to enhance customer service interactions and create personalized experiences that cater to the changing needs of businesses and their customers. Engage is a Contact Center as a Service (CCaaS), meaning we take care of all updates and improvements with no hardware or expensive agent licenses. Our consumption-based pricing caters to businesses of all sizes. Engage includes Voice, Email, SMS and Facebook Messenger, Instagram DM (Direct Message), Twitter DM (Direct Message), WhatsApp, WeChat LINE, and Web Chat.
Learn more
uContact
uContact
(78 Ratings)
Deliver a personalized customer experience with every interaction, across every channel, with uContact, net2phone’s cloud contact center solution. uContact is a scalable, robust contact center platform, geared towards call centers or BPOs with a very high volume of calls, requiring maximum call routing flexibility; or large organizations relying on a contact center environment looking to manage heavy inbound and outbound calls for sales and support teams. Our robust, full-featured platform includes: • Agent & Supervisor Capabilities - Call Queues, Monitoring, Custom Scheduling, Workforce Management, Breaks & Wrap Up, Disposition Coding • Voice - ACD, IVR, Auto Dialers, Call Recording, Screen Pops, Voice Automation, Text to Speech and ASR • Omnichannel - WebChat, SMS/MMS, WhatsApp, Social Media, Video, Email and Interaction Recordings • Automation - Chat Bots, Form Creator, Workflow Designer
Learn more
Twilio Flex
Twilio Flex
(49 Ratings)
Everything you need to deliver personalized customer experiences, all on one powerful platform. Twilio Flex is the programmable cloud contact center platform that gives your company complete control over how, when and what you deploy to deliver digital-first engagement with the widest breadth of communication channels. Unlock hyper-personalization by gathering relevant, contextual information at your agents' fingertips, integrating data from CRM, payment systems, service ticketing, and more. Flex customers have reported lower handle times by up to 38% after giving agents personalized access to information from multiple backend applications. Twilio Flex powers over half a million agents today and is accelerating digital transformation by freeing companies from the limitations of legacy call centers. Find the documentation, sample code, and developer tools needed to tailor your contact center to your business’s unique needs.
Learn more

Pricing

Starting Price:
$75 per user per month
Free Trial:
Free Trial available.

Integrations

See Integrations

Ratings/Reviews - 3 User Reviews

Overall 5.0 / 5
ease 5.0 / 5
features 5.0 / 5
design 5.0 / 5
support 4.7 / 5
More Reviews Write a Review

Company Information

Genesys
Founded: 1990
United States
www.genesys.com

Videos and Screen Captures

Play Video
You Might Also Like
Our Free Plans just got better! | Auth0 by Okta Icon
Our Free Plans just got better! | Auth0 by Okta

With up to 25k MAUs and unlimited Okta connections, our Free Plan lets you focus on what you do best—building great apps.

You asked, we delivered! Auth0 is excited to expand our Free and Paid plans to include more options so you can focus on building, deploying, and scaling applications without having to worry about your secuirty. Auth0 now, thank yourself later.
Try free now

Product Details

Platforms Supported
SaaS
Windows
Mac
iPhone
iPad
Android
Training
Documentation
Live Online
Webinars
In Person
Support
24/7 Live Support
Online

Genesys Cloud Frequently Asked Questions

Q: What kinds of users and organization types does Genesys Cloud work with?
Q: What languages does Genesys Cloud support in their product?
Q: What kind of support options does Genesys Cloud offer?
Q: What other applications or services does Genesys Cloud integrate with?
Q: Does Genesys Cloud have a mobile app?
Q: What type of training does Genesys Cloud provide?
Q: Does Genesys Cloud offer a free trial?
Q: How much does Genesys Cloud cost?

Genesys Cloud Product Features

Auto Dialer

Call Center Management
Call Recording
Call Reporting
Call Scripting
Lead Management
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Surveys

Business VoIP

Call Recording
Contact Management
Encryption
IVR / Voice Recognition
Ring Groups
SIP Trunking
Unified Communications
Voice Quality Enhancement
Call Parking

Call Center

Blended Call Center
Call Logging
Call Scripting
Campaign Management
Escalation Management
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Real-time Chat
Reporting/Analytics
Call Recording
Database
IVR / Voice Recognition
Queue Management

Customer Engagement

Analytics
Communication Management
Feedback Collection
Gamification
Live Chat
Video Content
Churn Management
Community Management
Content Syndication

Customer Experience

Action Management
Analytics
Customer Segmentation
Dashboard
Multi-Channel Collection
Sentiment Analysis
Text Analysis
Trend Analysis
Feedback Management
Knowledge Management
Survey Management

Customer Satisfaction

Analytics
Call Reporting
Complaint Monitoring
Feedback Collection
360 Degree Feedback
Survey Management

Customer Service

Alerts / Escalation
Appointment Management
Knowledge Base
Live Chat
Performance Metrics
Self Service Portal
Surveys & Feedback
Call Center Management
Email Management
Queue Management
Social Media Integration
Virtual Assistant
Workflow Management

Help Desk

Automated Routing
Document Storage
Email Integration
Interaction Tracking
Multi-Channel Communication
Real-time Chat
Self Service Portal
Alerts / Escalation
Community Forums
Customizable Branding
IT Asset Management
Incident Management
Knowledge Base
Known Issue Management
Live Chat
Multiple Brands / Products
Network Monitoring
Service Level Agreement (SLA) Management
Ticket Management

IVR

Call Center
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customization
Voice Mail

Live Chat

Canned Responses
Proactive Chat
Screen Sharing
Third Party Integration
Website Visitor Tracking
Customizable Branding
Geo Targeting
Offline Form
Transfers / Routing

Predictive Dialer

Call Monitoring
Call Recording
Call Results
Call Transfer
Callback Scheduling
Campaign Specific Caller ID
Contact Management
FCC Compliance
FTC Compliance
Lead Management
Lead Capture

Telephony

Call Center Management
Call Monitoring
Contact Management
IVR / Voice Recognition
Inbound Reporting
Outbound Reporting
Predictive Dialer
Telemarketing Management
VoIP
Voice & Data Integration
Auto-Dialer

Genesys Cloud Additional Categories

Genesys Cloud Reviews

Write a Review
  • A Genesys User
    Senior Technical Support
    Used the software for: 1-2 Years
    Frequency of Use: Weekly
    User Role: User
    Company Size: 100 - 499
    Design
    Ease
    Features
    Pricing
    Support
    Probability You Would Recommend?
    1 2 3 4 5 6 7 8 9 10

    "All in one Support Dashboard"

    Posted 2020-08-27

    Pros: #1- Genesys makes it easy to support the different platforms into one dashboard.
    #2- It makes it easy for support teams.
    #3- Productive Salesforce integration.
    #4- Easy to communicate with Genesys.

    Cons: #1- We had an overall positive experience with it.

    Overall: Genesys is an excellent platform for the contact center to gives support on multi-platforms. It allows us to centralize our email, social media and chats requests in Genesys's dashboard. It helps our support team to work collaborate and effectively.

    Read More...
  • A Genesys User
    Manager
    Used the software for: 6-12 Months
    Frequency of Use: Daily
    User Role: User
    Company Size: 26 - 99
    Design
    Ease
    Features
    Pricing
    Support
    Probability You Would Recommend?
    1 2 3 4 5 6 7 8 9 10

    "Advanced Contact Center hub"

    Posted 2020-08-20

    Pros: Best to establish and maintain business contact centers from one hub. Powerful reporting. Internal knowledge base section. Intuitive chats. Client profiles and activities.

    Cons: It worked great for me. Nothing to share about cons.

    Overall: Genesys is an advanced customer engagement platform. It offers to manage and streamline contact center with ease. We can use this for both internal and external use. The reports are available in realtime.

    Read More...
  • Ryan L.
    Consultant     Posted 2018-09-10
    genesys purecloud is a robust & solid Contact center platform! i like that it includes: - ivr building tool and IVR minutes included - call center agent/supervisor/administrator included in every license - reporting and analytics - PureCloud app store > "app foundry" for add-ons and integrations - blended agents - real-time and historical wallboards
  • Previous
  • You're on page 1
  • Next