Genesys Altocloud Overview

Genesys-altocloud uses AI and machine learning for predictive web engagement. Customer experiences and website sales conversions are enhanced through guided interactions.

Use Cases

Customers recommend Engagement Management, Lifetime Value Management, Measuring Customer Satisfaction, as the business use cases that they have been most satisfied with while using Genesys Altocloud.

Other use cases:

  • Contacts History
  • Proposal & Quote Management
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Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Genesys Altocloud.

Other priorities:

  • Increase Customer Life Time Value
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Genesys Altocloud Use-Cases and Business Priorities: Customer Satisfaction Data

Genesys Altocloud works with different mediums / channels such as Phone Calls.

Genesys Altocloud Customer wins, Customer success stories, Case studies

How does Genesys Altocloud facilitate Engagement Management?

 

Arkan Powers DHLs Genesys Cloud CX Rollout Across the Middle East in Collaboration with British Telecom

DHL Express has expanded its deployment of the Genesys Cloud CX platform across Kuwait, Qatar, and Jordan, integrating local PSTN lines using Arkan Genesys Cloud Connect. Managed globally by British ...Telecom, this rollout supports DHLs regional digital transformation. The solution leverages Arkans SBCaaS for secure, compliant, high-quality voice integration with Genesys Cloud CX in complex Middle Eastern markets.

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Genesys Cloud integration enhances guest experiences at IHG

IHG Hotels & Resorts has selected Genesys Cloud to enhance its global guest booking experience. By deploying the Genesys Cloud platform, IHG aims to deliver more personalized, AI-powered customer int...eractions across its contact centers. This move supports IHGs digital transformation and commitment to improving customer service in the hospitality sector.

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Redefining Hospitality through Innovation: Genesys Cloud Elevates the IHG Guest Experience

Genesys announced that IHG Hotels & Resorts has unified its global call center operations on the Genesys Cloud platform. This deployment leverages AI-powered experience orchestration to enhance guest... services and deliver more personalized hospitality. The solution aims to modernize IHGs customer interactions and elevate the overall guest experience in the hospitality sector.

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City of Clearwater - Government

The City of Clearwater wanted to improve employee morale and customer service. They upgraded to the Genesys Cloud platform. This led to a 108% improvement in call answer rates in two weeks. Abandoned... calls dropped from 53% to 3%. The average speed of answer was 82% faster than nearby providers. Employee turnover fell from 40% to zero. Customer complaints and escalations decreased significantly.

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Aeromexico - Airline

Aeromexico used the Genesys Cloud platform to improve its contact center. They gained visibility into customer interactions and better workforce management. This led to a 55% higher Net Promoter Scor...e, 20% reduction in agent turnover, and 40% savings in telecommunications costs. The airline also saw a 75% reduction in call abandonment and a 13% increase in first-contact resolution.

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Benify - Human Resources

Benify improved its employee benefits service using the Genesys Cloud platform and Salesforce integration. The integration was set up in four hours, saving $1.65 million in total costs. It reduced ti...me to resolution by 20% and errors by 23%. Receipt processing efficiency improved by 30%, and total cost of ownership decreased by 17%.

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Genesys Altocloud Features

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FEATURE RATINGS AND REVIEWS
AI Powered

3.87/5 ★

Read Reviews (9)
Custom Reports

3.92/5 ★

Read Reviews (10)
Analytics

3.91/5 ★

Read Reviews (12)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

3.87/5 ★

Read Reviews (9)
Custom Reports

3.92/5 ★

Read Reviews (10)
Analytics

3.91/5 ★

Read Reviews (12)

Software Failure Risk Guidance

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for Genesys Altocloud

Top Failure Risks for Genesys Altocloud

Genesys Cloud Services, Inc News

Product

YU-GI-OH! TCG Announces New Genesys Format

Konami has introduced a new format for the Yu-Gi-Oh! Trading Card Game called Genesys. This format excludes Pendulum and Link Monsters and uses a point system for deck construction, with a standard cap of 100 points. Konami plans to support Genesys at upcoming events and potentially expand it to Master Duel. This format aims to simplify gameplay for new players and offer fresh opportunities for casual duelists.

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Awards

Genesys Named a "Best-Led Company" by Glassdoor

Genesys has been recognized as one of Glassdoor's Best-Led Companies of 2025, highlighting its strong leadership and commitment to a workplace culture of trust, collaboration, and transparency. This accolade is based on employee feedback regarding CEO approval, senior management ratings, and overall leadership sentiment.

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Partnership

ServiceNow and Genesys announce strategic partnership to elevate customer and employee experiences ChannelBuzz.ca

Genesys and ServiceNow have expanded their strategic partnership to enhance customer and employee experiences through AI-powered solutions. The collaboration introduces Agent2Agent orchestration, enabling AI agents to autonomously manage tasks across platforms. This partnership integrates Genesys Cloud AI with ServiceNow's AI Platform, offering synchronized workflows and intelligent routing. The unified service model aims to simplify AI adoption and improve operational efficiency, with new capabilities expected by early 2026.

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Product

Gartner's 2025 Magic Quadrant for Contact Center as a Service (CCaaS) Report Released Again, NiCE and Genesys Lead the Way

Gartner released its 2025 Magic Quadrant for Contact Center as a Service (CCaaS), highlighting NiCE and Genesys as leaders. The report evaluates vendors based on platform depth, global implementation, and customer feedback. AWS, Five9, and Talkdesk also feature as leaders, with notable mentions of their AI capabilities and market adaptability. Content Guru emerged as a challenger, showcasing significant market influence.

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Genesys Cloud Services, Inc Profile

Company Name

Genesys Cloud Services, Inc

Company Website

https://www.genesys.com/

Year Founded

1990

HQ Location

2001 Junipero Serra BlvdDaly City, CA 94014, USA

Employees

5001-10000

Social

Facebook Linkedin Twitter

Financials

PRIVATE