About 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.

Key benefits of Genesys Cloud

• 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.

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

Images

Boost agent productivity with CRM integrations
Queue Activities Detail View
Omnichannel Desktop and Screenshare
Directory view
Contact Center Dashboard
Adherence Dashboard
View 7 more
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

Features

Total features of Genesys Cloud: 66

  • API
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Application Integration
  • Auto-Dialer
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Calendar Management
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Analysis
  • Campaign Management
  • Chat
  • Collaboration Tools
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact History
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Data Import
  • Drag & Drop Interface
  • Email Templates
  • Employee Database
  • File Transfer
  • Filtered Views
  • HIPAA Compliance
  • IVR / Voice Recognition
  • Instant Messaging
  • Lead Assignment
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • PCI DSS Compliance
  • Performance Management
  • Performance Reports
  • Permission Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • Role-Based Permissions
  • SMS Integration
  • Self Service Portal
  • Status Reporting
  • Third Party Integration
  • Two-Way Audio & Video
  • Video Conferencing

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Reviews

Overall rating

4.1 /5
(106)
Value for Money
3.9/5
Features
4/5
Ease of Use
4.2/5
Customer Support
3.7/5

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Showing 5 reviews of 106
Matthew C.
Overall rating
  • Industry: Financial Services
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

99% Sunny and Hot with the odd occasional downpour

Reviewed on 15/11/2018

The overall experience we have had is a great one with a few niggles I would say to describe the...

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.

Kymberli O.
Overall rating
  • Industry: Consumer Services
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

G Cloud

Reviewed on 25/08/2020

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G...

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.

Rodrigo A.
Overall rating
  • Industry: Banking
  • Company size: 5,001-10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Administrator

Reviewed on 14/01/2021

It was a successful experience, very little problems (especially with integrations), that were...

It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution

Pros

Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed.

Cons

Integrations with other legacy products have been an inconvinience.

Verified Reviewer
Overall rating
  • Industry: Automotive
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Not a Big Fan

Reviewed on 05/09/2018

Overall, my experience with this software is mostly negative and I don't know if I'd recommend it...

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

Verified Reviewer
Overall rating
  • Industry: Telecommunications
  • Company size: 501-1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

8/10 product for now, as this product gets better will easily be a 10/10 product in the future

Reviewed on 24/01/2021

I'm happy to be using this product as it becomes better and will be a very strong product to beat...

I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future

Pros

It was easy to implement and start up. For my company as we had multiple software for our CRM, Genesys Cloud really made it easy as it is all in one software

Cons

Some areas still need to be developed, such as the reporting and the Workforce Management addon

Showing 5 reviews of 106 Read all reviews

Genesys Cloud FAQs

Below are some frequently asked questions for Genesys Cloud.

Genesys Cloud offers the following pricing plans:

  • Starting from: US$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)

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

Genesys Cloud has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Genesys Cloud supports the following languages:

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

Genesys Cloud supports the following devices:

Android, iPhone, iPad

Genesys Cloud integrates with the following applications:

AgenTrak, Gong.io, Infobip, Korbyt, Shelf, Stella Connect, Zendesk, boost.ai, livepro, nGAGEMENT

Genesys Cloud offers the following support options:

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

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