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Genesys Cloud is an all-in-one customer engagement solution guaranteed to deliver personalized experiences to your customers through an omnichannel approach.
The software is designed to follow conversations everywhere, bringing calls, emails, chats, social comments all to a single platform. Genesys covers everything you need to handle client communications through a call centre.
Read more The software gives you access to features like Call Routing and Interactive Voice Response with AI-driven bots. This helps automate business calls, set up self-service for simple issues, and free up your staff to address more complex client queries. The messaging features allow you to connect communication from different platforms including Messenger, WhatsApp, SMS, and other similar channels. There are dedicated contact centre options that provide you access to a lot of messaging apps you can use for this purpose. You can even utilize AI-driven chatbots to automate messages and provide better and faster customer support. Besides the average chat and voice bots, Genesys allows you to set up AI-powered digital assistants that are able to engage with your customers in natural language. They can identify and answer common questions and address basic queries. The 24-hour availability of these AI-powered assistants makes them a really useful tool for your business. In case something complex comes up which they are unable to answer, the query is passed to a live agent who has access to all the previous information the bot collected. Genesys also provides in-depth analytics on customers from all these channels. Since it automates most of your communications, the data is stored and processed automatically. You can simply view the insights and employ them to make your operations even stronger. Genesys can be a powerful tool if used correctly. Its applications are everywhere including banking, retail, healthcare, government offices, and other private entities. If you are looking for something that can automate customer communications from all channels, you should definitely give Genesys Cloud a chance.
Our Review Verdict
Call Center Management
Chatbots & Voicebots
Call Scheduling
Interactive Voice Response
Automated Routing
Customer Segmentation
AI-Driven Digital Assistants
Reporting & Analytics
Genesys Cloud integrates with the following business systems and applications
Salesforce
Zendesk
Microsoft Dynamics 365
Help Lighting
Skype for Business
Adobe Experience Platform
Oracle Service Cloud
Surveypal
Latitude
Live Pro
Zoom Phone
PCI Pal
Occam
Brightmetrics
Syndeo g-Connect
Display5
Auvious
Tethr It Now
Survey Dynamix
PureSocial
Cognitive View
Eccentex Service Journey
Synaptum
OneView
Zoho CRM
SuccessKPI
Observe.AI
Smoke Customer Intelligence
Agent Assist Express
Dashbot, and a lot more!
You can easily view real-time and historical analytics for all of your queues.
You can make up to 12 simultaneous calls with the advanced dialer.
Call transfer is very smooth and easy.
Learning to use the platform takes a week or two at max.
Most features of the software are fairly new and hence occasionally show bugs.
Calls are recorded in WAV format which means downloading calls for audits takes very long.
Free Trial
30 Days
Genesys Cloud 1
£52.5/month
Genesys Cloud 2
£77/month
Genesys Cloud 3
£98/month
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Price:
4.6
No, the software currently does not support connecting to third-party client applications such as Trillian, Adium, or Pidgin.
Genesys Cloud can connect to any PBX that supports SIP. However, Genesys Cloud cannot currently share data, such as status or prior input, with these PBXs.
To report a problem in Genesys Cloud, select Contact Support from the expanded Help menu.
Genesys allows data to be retained on its platforms for the term of the Genesys Cloud agreement with Genesys.
No, you can’t. Genesys Cloud strives to provide a consistent and continuous experience for all users, so they do not maintain multiple versions. All users always have the latest version.
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