Genesys Cloud
by Genesys Telecommunications | 1990, Daly City, CA
Categories:
- Call Center Software
- AI Chatbots
- Auto Dialer Software
- Automatic Call Distribution Software
- Call Center Scripting Software
- Call Center Software for Small Businesses
- Call Monitoring Software
- Call Recording Software
- Chatbot Platforms
- Chatbot Software
- Chatbots For Support
- Computer Telephony Integration Software
- Conversational AI Platforms
- IVR Systems
- Live Chat For Customer Service & Support
- Live Chat Software
- Predictive Dialer Software
What is Genesys Cloud?
Industry Specialties: Serves all industries
Genesys Cloud is a consolidated, cloud-based contact center solution. It allows employees to field inbound and outbound communications, predict potential customer issues and collaborate efficiently using chat, voice, video and search functions.
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Genesys Cloud Pricing
Based on our most recent analysis, Genesys Cloud pricing and cost details are described here:
- Price
- $$$$$
- Starting From
- Still gathering data
- Pricing Model
- Still gathering data
- Free Trial
- Still gathering data
Genesys Cloud Benefits and Insights
Why use Genesys Cloud?
Key differentiators & advantages of Genesys Cloud
- Work Remotely: Connect partners, vendors and customers with staff from anywhere in the world to streamline communication and improve business outcomes.
- Increase Security: Protect data with logical isolation, strong encryption, multi-factor authentication and stringent security standards
- Simplify Configurations: Empower frontline agents and managers to design, automate and create workflows without IT. Design IVR workflows with an engaging and intuitive drag-and-drop editor that can configure prompts, sub-menus and data dips.
- Innovate: Deploy a deep and broad set of AI-powered capabilities without disruptions or downtime, encouraging rapid access to new functionalities.
Industry Expertise
Caters to businesses of all sizes.
Genesys Cloud Reviews
Average customer reviews & user sentiment summary for Genesys Cloud:
798 reviews
Synopsis of User Ratings and Reviews
Based on an aggregate of Genesys Cloud reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.
Pros
Cons
Researcher's Summary:
Genesys Cloud is an omnichannel contact center solution that streamlines customer relationships. It brings calls, chats, emails and other communications into one centralized interface to produce seamless interactions.
Users report that the interface covers the essentials and is easy to use and configure. They are also impressed by its customer support, noting that it’s easy to get through to representatives and resolve problems. However, some users say that the product would benefit from more advanced functionality and improvement to some of its basic features. In all, Genesys Cloud is suitable for businesses of all sizes that wish to offer comprehensive customer support.
Key Features
- Customer Self-Service: Use speech-enabled IVR and Natural Language Understanding (NLU) to help customers resolve issues without the need for a live agent. Simplify support experiences and offer 24/7 assistance with conversational voice bots and AI-powered chatbots. Design a knowledge base of support resources for customers and agents..
- Cloud CX Voice: Get public access to any subscribed cloud CX service via VoIP telephony through new or existing phone numbers..
- Bring Your Own Carrier (BYOC): Integrate with any cloud-based or on-site carrier to unify communications and supplement existing infrastructure.
- Inbound Routing: Ensure positive, consistent customer experiences with call routing, voicemail, custom greetings and an automated callback option for when lines are busy.
- Outbound Campaigns: Target the right customers through predictive dialing and proactive outreach through customers’ preferred channels. Engage website visitors with personalized messages. Decrease the volume and variability of inbound communications.
- Workforce Engagement: Monitor agent performance and support employee development through interactive training, such as gamifying contact center KPIs. Maintain quality across customer experiences with monitoring and forecasting enhanced by AI.
- Unified Communications: Enhance customer interaction rates by allowing agents to work from anywhere in the world. Connect business users, contact center users, partners, vendors and customers to boost agent response times and business outcomes.
- Reporting and Analytics: Analyze an agent’s performance on a single dashboard and generate reports to track call times, resolution rates, service levels, customer satisfaction and other integral KPIs. Manage multiple teams and channels.
- Digital Channels: Route digital communications to the appropriate agent based on content analysis. Create long-lasting live conversations through SMS and web messaging apps with minimal risks of losing content and context. Co-browsing and screen-sharing capabilities allow agents to be hands-on in resolving customer queries.
Limitations
At the time of this review, these are the limitations according to user feedback:
- Prone to outages and glitches.
- Data lags when accessed through the UI or APIs.
Suite Support
mail_outlineEmail: Not mentioned.
phonePhone: +1 (866) 951-0381.
schoolTraining: Engage with peers in the community and learn to solve problems and boost performance. Access the knowledge base and watch tutorials for more information.
local_offerTickets: Not available.
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