Genesys Cloud Overview

Genesys-cloud offers a scalable modern cloud architecture for future-proof contact centers. Built on a solid foundation, it provides open platform capabilities.

Use Cases

Customers recommend Engagement Management, Customer Feedback Management, Contact List Management, as the business use cases that they have been most satisfied with while using Genesys Cloud.

Other use cases:

  • Call Recording
  • Collaboration
  • Helpdesk Management
  • Communication Management
  • Call Transcription
  • Loyalty Management
  • Product Marketing
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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 Cloud.

Other priorities:

  • Increase Sales & Revenue
  • Enter New Markets Internationally Or Locally
  • Scale Best Practices
  • Improve ROI
  • Improve Efficiency
  • Improve Stakeholder Relations
  • Grow Market Share
  • Improve Internal Communications
  • Build Brand Awareness
  • Manage Risk
  • Launch New Products
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Genesys Cloud Use-Cases and Business Priorities: Customer Satisfaction Data

Genesys Cloud works with different mediums / channels such as Promotions. Text SMS. Coupons etc.

Genesys Cloud's features include Feedback Surveys, Personalization, Alerts: Popups & Notifications, etc. and Genesys Cloud support capabilities include 24/7 Support, Chat Support, AI Powered, etc. also Genesys Cloud analytics capabilities include Analytics, and Custom Reports.

Reviews

"...The most important benefit is our new ability to engage customers who would have previously left our website without a sale...." Peer review by Smyths Toys, Customer Care Manager, Smyths Toys

Peer review evidence (same sources as the product rating summary)

"...He is a technical leader with proven capabilities in idea incubation, innovation, major program execution, customer engagement and people leadership. ..." Why build your tech career atop the flourishing start-up scene in Galway?
"...By bringing together Genesys cloud-based and on-prem omnichannel customer experience and contact center solutions with Oracle Communications Enterprise Session Boarder Controllers (E-SBCs), Enterprise Operations Monitor and Fraud Monitor enterprises get a customer-experience solution that can address core KPI demands for Mean Time to Resolution (MTR) and First Call Completion (FCC) for both employee and customer satisfaction. ..." Say Hello to Genesys-Oracle Partnership for Securing and Futureproofing Call Centers and CX
"...This is the result of the global leader in omnichannel customer experience and contact center solutions being named an awardee of the General Services Administration (GSA) IT 70 Automated Contact Center Solutions (ACCS) IM 132-20 contract vehicle. ..." Genesys Awarded GSA s New Contact Center SIN for Automation

Genesys Cloud, Retently, Oracle Advertising and Customer Experience (CX), Tenfold, Insider One, etc., all belong to a category of solutions that help Customer Experience Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Genesys Cloud

Top Industries

  • Information Technology and Services
  • Computer Software

Popular in

  • Small Business
  • Mid Market
  • Large Enterprise

Genesys Cloud is popular in Information Technology And Services, and Computer Software, and is widely used by Small Business, Mid Market, and Large Enterprise.

Genesys Cloud Customer wins, Customer success stories, Case studies

How does Genesys Cloud facilitate Engagement Management?

Why is Genesys Cloud the best choice for Customer Feedback Management?

What solutions does Genesys Cloud provide for Contact List Management?

Why is Genesys Cloud the best choice for Collaboration?

10 buyers and buying teams have used Cuspera to assess how well Genesys Cloud solved their Customer Experience Management needs. Cuspera uses 998 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Experience Management needs.

 

Genesys International bags NMCG contract for Ganga aerial survey across four states

Genesys International secured a contract from the National Mission for Clean Ganga to conduct an aerial LiDAR survey and geotagged videography along the Ganga River. The project, spanning four Indian... states, aims to enhance river management and pollution monitoring using advanced geospatial technologies.

Read on →
 

Genesys Archives - Page 2 of 11

Coca-Cola Bottlers' Sales and Services is improving its customer experience by implementing the Genesys Cloud platform to enhance business interactions.

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Strong Enterprise Adoption of Genesys Cloud AI Drives Company Momentum ...

Genesys Cloud achieved nearly $2.4 billion in annual recurring revenue (ARR) with over 30% year-over-year growth, driven by strong enterprise adoption of its AI-powered experience orchestration platf...orm. The company secured an eight-figure annual contract with a major public sector organization and reported significant customer success stories, including BCD Travel and Empathy Health Tech. Genesys continues to innovate with partnerships, such as with Scaled Cognition, to enhance AI-driven customer experiences.

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Oney Bank - Financial Services - Large

Lille, France

Oney Bank moved to the Genesys Cloud platform to improve customer experience using AI. The bank uses AI-powered analytics and email processing to boost agility. Oney Bank plans to use agent copilot t...ools to further optimize customer interactions. The goal is to stay ahead of changing customer needs. The case highlights digital transformation in financial services with Genesys Cloud.

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Naturgy - Utilities - Medium

Mexico City, Mexico

Genesys Cloud CX helped Naturgy triple its Net Promoter Score from 21% to 60%. The company reduced its call abandonment rate from 25% to 5%. 80% of customer inquiries are now answered within optimal ...response times. Naturgy unified its support channels and gained real-time visibility into customer interactions. Integration with Salesforce improved data control and service personalization. The platform enables Naturgy to respond quickly, even during emergencies.

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Lighthouse Works - Business Process Outsourcing - Medium

Orlando, USA

Genesys Cloud helped Lighthouse Works improve accessibility and efficiency for its blind and low-vision agents. The platform reduced average speed of answer from 23 to 8 seconds and cut 45–60 seconds... from certain call types. Agent retention increased, and churn rates are five times lower than the industry average. Virtual assistants and integrations with JAWS screen reading software made workflows faster and more inclusive. Lighthouse Works now delivers higher service levels and a fully accessible contact center environment.

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Genesys Cloud Contact Center Overview

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Frequently Asked Questions(FAQ)

for Genesys Cloud

What is Genesys Cloud used for?

Genesys Cloud is a Customer Experience Management Software mainly used by its customers to Acquire Customers and Enhance Customer Relationships by Engagement Management, Customer Feedback Management and Contact List Management .

What are the top features of Genesys Cloud?

Feedback surveys, Personalization and Alerts: popups & Notifications are some of the top features of Genesys Cloud.

Who uses Genesys Cloud?

Genesys Cloud is used by Information Technology And Services, Computer Software among other industries.

What are Genesys Cloud alternatives?

Retently, Oracle Advertising And Customer Experience (CX), Tenfold and Insider One are popular alternatives for Genesys Cloud.

Where is Genesys Cloud located?

Genesys Cloud is headquartered at 2001 Junipero Serra BlvdDaly City, CA 94014, USA.
lightning

Peers used Genesys Cloud for engagement management and customer feedback management

Genesys Cloud Competitors

Genesys Cloud Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.71/5 ★

Read Reviews (85)
Analytics

4.86/5 ★

Read Reviews (63)
Custom Reports

4.62/5 ★

Read Reviews (67)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.71/5 ★

Read Reviews (85)
Analytics

4.86/5 ★

Read Reviews (63)
Custom Reports

4.62/5 ★

Read Reviews (67)

Software Failure Risk Guidance

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for Genesys Cloud

Overall Risk Meter

Low Medium High

Top Failure Risks for Genesys Cloud

Genesys Cloud Services, Inc News

Partnership

Genesys & Meta Expand AI Customer Engagement on WhatsApp

Genesys and Meta have expanded their partnership to enhance AI-powered customer engagement on WhatsApp. This collaboration allows organizations using Genesys Cloud to integrate voice, messaging, and AI services within WhatsApp, enabling seamless transitions between messaging and voice interactions. The integration aims to improve customer experiences by providing personalized and efficient communication solutions. Over 1,000 organizations are already leveraging this combined capability, supporting 420 million messages monthly.

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Partnership

Genesys Partners With Meta To Bring AI-Powered Customer Engagement To ...

Genesys and Meta have formed a partnership to enhance customer engagement through AI-powered solutions. This collaboration aims to integrate advanced AI capabilities into customer service platforms, leveraging Meta's technology to improve user interactions and experiences.

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Partnership

GenesysMeta Tie-Up Powers Seamless, AI-Driven Customer Engagement on WhatsApp

Genesys has expanded its partnership with Meta to enhance customer engagement on WhatsApp through its Genesys Cloud platform. This collaboration integrates messaging, voice, and AI, allowing seamless transitions between communication modes without leaving WhatsApp. The unified platform aims to improve customer experience, operational efficiency, and engagement for over 1,000 organizations globally, supporting 420 million messages monthly.

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Partnership

Genesys to Deliver Comprehensive Customer Engagement on WhatsApp

Genesys has partnered with Meta to enhance customer engagement on WhatsApp through Genesys Cloud. This integration allows seamless transitions between messaging and voice, supported by AI, to improve customer interactions. The solution, now available globally, supports over 1,000 organizations and manages 420 million messages monthly, offering features like outbound messaging and interactive tools.

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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