Genesys

Genesys

Multi-channel contact center

5/5 (2 reviews)

Genesys Overview

Using Genesys customer support agents can manage all communications coming from multiple channels through a single platform. You can manage both non real-time communications such as email, fax and webforms, as well as real-time communications such as SMS, MMS, live chat and social. Along with inbound and outbound IVR and agent routing, Genesys also provides customer self-service, workforce management and optimization, mobile marketing, payments & collections

Genesys offers mobile marketing features for customers reaching you from handheld devices. You can use these tools to deliver mobile coupons, offer on-package QR codes, provide live event engagement and enrollment, send customer satisfaction surveys, send service reminders and other SMS alerts, along with offering text-to-pay. You can also use Genesys to improve employee performance through speech and text employee performance analytics. Genessys CX Analytics, an integrated business intelligence tool, offers deeper understanding of customer and agent behavior.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Canada, Europe, Latin America, Middle-East and Africa, United States

Supported Languages

English

Genesys Reviews

Overall rating
5/5
100% positive reviews
2
Excellent
0
Very good
0
Average
0
Poor
0
Terrible
Khurram A.

Rating only

Reviewed on 2016/02/13
Review Source: GetApp

Rating breakdown

Value for Money
Ease of Use
Customer Support

Srinivasan M.

Rating only

Reviewed on 2015/11/26
Review Source: GetApp

Rating breakdown

Value for Money
Ease of Use
Customer Support

Genesys Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Premier Edition: CLOUD - Up to 250 Users
Business Edition: CLOUD/HYBRID/PREMISE - Up to 1000 Users
Enterprise Edition: CLOUD/HYBRID/PREMISE - Unlimited Users

Contact sales for specific pricing

Genesys Features

  • Automatic Notifications
  • Chat
  • Contact History
  • Instant Messaging
  • Monitoring
  • Multi-Channel Communication
  • Prioritizing
  • Reporting & Statistics
  • Workflow Management

  • API
  • Activity Dashboard
  • CRM Integration
  • Customizable Branding
  • Email Integration
  • Knowledge Base
  • Real Time Monitoring
  • Social Media Integration
  • Surveys & Feedback
  • Third Party Integration
  • Ticket Management

Additional information for Genesys

Key features of Genesys

  • 3rd party CRM integrations
  • Back Office Optimization
  • Business best practice recommendations
  • Business intelligence dashboards
  • Call monitoring
  • Call recording and Voice biometrics
  • Call routing
  • Genesys Agent Scripting
  • Genesys CX Analytics integration
  • Genesys Inbound IVR & Genesys Outbound IVR
  • Genesys Speech and Text Analytics
  • IVR context delivered with the call
  • Mobile marketing
  • Multi-Channel IVR
  • Natural language-based name and address capture
  • Payments & collections
  • Personalized self-service in the IVR
  • Real-Time transcription
  • Real-time monitoring & historical reporting
  • Workforce Optimization

Benefits

  • Routing: Route customers to specific agents, staff members, departments or groups based on a number of factors such as cost, location, service level, intent, last agent and schedule.

  • Inbound IVR solution: Call recording, Voice biometrics, SMS, GPS lookup service, Natural language-based name and address capture, andReal-Time transcription.

  • Genesys CX Analytics: Use dashboards and reports to get valuable metrics on the performance of calls and make changes in real-time.

  • Multi-Channel IVR: Interact with customers on chat, SMS, mobile devices, phone, social, email, fax and more.

    Voice: Inbound, Outbound or Self-Service
    Web: Email, Forms, Chat, WebRTC, Social Media
    Mobile: SMS/Text Messaging, Self-Service, Applications

  • 3rd Party Integrations: With Oracle, Salesforce, SAP, Microsoft, and Zendesk and more.

  • Genesys FAQs

    Below are some frequently asked questions for Genesys.

    Q. What type of pricing plans does Genesys offer?

    Genesys offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Available

    Premier Edition: CLOUD - Up to 250 Users
    Business Edition: CLOUD/HYBRID/PREMISE - Up to 1000 Users
    Enterprise Edition: CLOUD/HYBRID/PREMISE - Unlimited Users

    Contact sales for specific pricing

    Q. What are the main features of Genesys?

    Genesys offers the following features:

    • 3rd party CRM integrations
    • Back Office Optimization
    • Business best practice recommendations
    • Business intelligence dashboards
    • Call monitoring
    • Call recording and Voice biometrics
    • Call routing
    • Genesys Agent Scripting
    • Genesys CX Analytics integration
    • Genesys Inbound IVR & Genesys Outbound IVR
    • Genesys Speech and Text Analytics
    • IVR context delivered with the call
    • Mobile marketing
    • Multi-Channel IVR
    • Natural language-based name and address capture
    • Payments & collections
    • Personalized self-service in the IVR
    • Real-Time transcription
    • Real-time monitoring & historical reporting
    • Workforce Optimization

    Q. Who are the typical users of Genesys?

    Genesys has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does Genesys support?

    Genesys supports the following languages:

    English

    Q. What type of pricing plans does Genesys offer?

    Genesys has the following pricing plans:

    Subscription

    Q. Does Genesys support mobile devices?

    Genesys supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Genesys integrate with?

    Genesys integrates with the following applications:

    Bullseye, Dimelo, InGenius, OmniCore, Pacific Timesheet, Salesforce Service Cloud, Skedify, Zendesk, iAdvize, injixo

    Q. What level of support does Genesys offer?

    Genesys offers the following support options:

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