Genesys Cloud Overview
This is a summary of the comprehensive capabilities and benefits of Genesys Cloud based on over 998 insights from peer reviews, customer testimonials, and expert opinions. We included citations from these sources so you can read the full content at the original source if you wish.
Genesys Cloud, Tenfold, Oracle Advertising and Customer Experience (CX), Twilio, Relay Network, 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.
Do you need to check if Genesys Cloud is right for your needs? Our Cuspera AI engine can evaluate how Genesys Cloud fits your specific business needs, industry, and context. Get your personalized assessment report today.
Genesys Cloud supports business activities such as:
- Engagement Management
- Customer Feedback Management
- Contact List Management
- Call Recording
- Collaboration
Genesys Cloud can help you with many business goals, such as Acquire Customers, Enhance Customer Relationships, Increase Sales & Revenue, Enter New Markets Internationally Or Locally, Scale Best Practices, etc. It can help manage these activities if you use Promotions Text SMS Coupons etc. for these needs. As a solution, Genesys Cloud's capabilities include Feedback Surveys, Personalization, Alerts: Popups & Notifications, etc.
Genesys Cloud was founded in 1990. Information Technology and Services Vertical is its biggest customer base.
Reviews
"...A new U.S. nationwide survey of 800 consumers over the age of 18 finds that more than two-thirds (68%) have positive interactions with customer service bots when they require support...." Genesys Survey Shows U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive
Cuspera Reviews
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.
Business Priorities
Acquire Customers and Enhance Customer Relationships are the most popular business priorities peers achieved using Genesys Cloud.
Use Cases
Peers recommend Engagement Management , Customer Feedback Management , Contact List Management , as the business use cases that they have been most satisfied while using Genesys Cloud.
Read Peer Reviews and Expert Experience for Business Use Cases
BUSINESS USE CASES | RATINGS | CUSTOMER AND EXPERT EXPERIENCES |
---|---|---|
Engagement Management |
4.96/5 ★ |
"...A new U.S. nationwide survey of 800 consumers over the age of 18 finds that more than two-thirds (68%) have positive interactions with customer service bots when they require support...." Genesys Survey Shows U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive |
engaging and following up |
4.94/5 ★ |
"...Genesys Rapid ResponseThe company's Rapid Response offer allows organisations to launch a secure cloud contact centre with the fundamental capabilities needed to engage effectively with customers and colleagues from anywhere...." Genesys helps organisations manage increased customer service demands and establish remote workforces during COVID-19 pandemic |
Customer Feedback Management with Promotions, Text SMS, Coupons and Mobile |
4.94/5 ★ |
"...The 24sessions integration with the Genesys PureEngage platform enables organizations to add high quality video calls to their customer contact channels to increase customer satisfaction and sales results of contact center agents...." 24sessions Now Available on Genesys Appfoundry |
measuring customer satisfaction |
4.90/5 ★ |
"...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 |
Contact List Management with Omnichannel |
4.76/5 ★ |
"...The acquisition of BroadSoft inspired the launch of a CCaaS that carried the short-lived brand of Customer Journey Platform (CJP) but is now called the WebEx Contact Center...." Cisco to Acquire CloudCherry, Placing Emphasis on Continuity |
contacts history |
3.35/5 ★ |
"...U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive appeared first on MarTechSeries...." Genesys Survey Shows U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive |
PEER EXPERIENCES | |
---|---|
Engagement Management |
4.96/5 ★ |
"...A new U.S. nationwide survey of 800 consumers over the age of 18 finds that more than two-thirds (68%) have positive interactions with customer service bots when they require support...." Genesys Survey Shows U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive |
|
engaging and following up |
4.96/5 ★ |
Customer Feedback Management with Promotions, Text SMS, Coupons and Mobile |
4.94/5 ★ |
"...The 24sessions integration with the Genesys PureEngage platform enables organizations to add high quality video calls to their customer contact channels to increase customer satisfaction and sales results of contact center agents...." 24sessions Now Available on Genesys Appfoundry |
|
measuring customer satisfaction |
4.94/5 ★ |
Contact List Management with Omnichannel |
4.76/5 ★ |
"...The acquisition of BroadSoft inspired the launch of a CCaaS that carried the short-lived brand of Customer Journey Platform (CJP) but is now called the WebEx Contact Center...." Cisco to Acquire CloudCherry, Placing Emphasis on Continuity |
|
contacts history |
4.76/5 ★ |
38+ more Business Use Cases
Our AI advisor, Wyz, harnessed 998 insights from peers and experts to help you assess how these Genesys Cloud use cases fit your Customer Experience Management needs.
Frequently Asked Questions(FAQ)
for Genesys Cloud
What is Genesys Cloud used for?
What are the top features of Genesys Cloud?
Who uses Genesys Cloud?
What are Genesys Cloud alternatives?
Where is Genesys Cloud located?
Popular Business Setting
for Genesys Cloud
Top Industries
- Information Technology and Services
- Computer Software
Popular in
- Small Business
- Mid Market
- Large Enterprise
Genesys Cloud Alternatives
Peer and Expert Opinion on Features
for Genesys Cloud
- Low
- Medium
- High
FEATURES | RATINGS AND REVIEWS |
---|---|
Feedback surveys | Read Reviews (44) |
Personalization | Read Reviews (23) |
Alerts: popups & Notifications | Read Reviews (21) |
Recording | Read Reviews (15) |
bot | Read Reviews (10) |
FEATURES | RATINGS AND REVIEWS |
---|---|
Feedback surveys | Read Reviews (44) |
Personalization | Read Reviews (23) |
Alerts: popups & Notifications | Read Reviews (21) |
Recording | Read Reviews (15) |
bot | Read Reviews (10) |
IT and Other Capabilities
for Genesys Cloud
- Low
- Medium
- High
CAPABILITIES (DATA) | RATINGS AND REVIEWS |
---|---|
Data Export | Read Reviews (30) |
Data Import | Read Reviews (73) |
CAPABILITIES (DATA) | RATINGS AND REVIEWS |
---|---|
Data Export | Read Reviews (30) |
Data Import | Read Reviews (73) |
CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
---|---|
24/7 Support | Read Reviews (134) |
Chat Support | Read Reviews (20) |
Email Support | Read Reviews (12) |
Phone Support | Read Reviews (16) |
CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
---|---|
24/7 Support | Read Reviews (134) |
Chat Support | Read Reviews (20) |
Email Support | Read Reviews (12) |
Phone Support | Read Reviews (16) |
CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
---|---|
AI Powered | Read Reviews (85) |
Analytics | Read Reviews (63) |
Custom Reports | Read Reviews (67) |
CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
---|---|
AI Powered | Read Reviews (85) |
Analytics | Read Reviews (63) |
Custom Reports | Read Reviews (67) |
Software Failure Risk Guidance
?for Genesys Cloud
Overall Risk Meter
Top Failure Risks for Genesys Cloud
Vendor Profile Details
HQ Location
2001 Junipero Serra BlvdDaly City, CA 94014, USA
Employees
5001-10000
Social
Financials
PRIVATE