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 Genesys platform makes a great contribution to improving customer satisfaction while our efficiency and agent management benefit, too...." Peer review by Özge M. Tekalp, Head of Contact Centers, Türk Ekonomi Bankası

Genesys Cloud, Retently, Oracle Advertising and Customer Experience (CX), Tenfold, Insider Platform, 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.

Comprehensive Insights on Genesys Cloud Use Cases

What solutions does Genesys Cloud provide for Engagement Management?

What Are the key features of Genesys Cloud for Customer Feedback Management?

What solutions does Genesys Cloud provide for Contact List Management?

How efficiently Does Genesys Cloud manage your Collaboration?

38+ more Business Use Cases

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.

Case Studies

Banking

CASE STUDY HSBC

Genesys Cloud AI orchestration helps HSBC improve customer experience. HSBC predicts $60 million in three-year value from using Genesys Cloud. The solution uses AI to personalize and automate custome...r interactions. HSBC benefits from better customer engagement and efficiency. The platform supports large-scale banking operations. HSBC trusts Genesys for digital transformation in banking.

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CASE STUDY Global Payments

Genesys Cloud CX helped Global Payments improve customer experience. The solution uses AI-powered experience orchestration and contact center software. Global Payments can now deliver personalized ex...periences at scale. The platform supports digital customer engagement and workforce management. The case highlights the benefits of cloud architecture and automation for better service.

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Banking

CASE STUDY Oney Bank

Genesys Cloud CX helped Oney Bank improve customer experience in banking. The solution enabled seamless, personalized interactions across channels. Oney Bank used AI-powered tools to manage customer ...journeys and automate tasks. The platform supported secure and scalable operations. Oney Bank built trust and loyalty with better service. The case highlights the impact of Genesys Cloud CX in the banking industry.

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CASE STUDY Lighthouse Works

Genesys Cloud CX helped Lighthouse Works support blind and low-vision agents. The platform enabled personalized customer experiences at scale. Lighthouse Works used AI-powered tools to improve contac...t center operations. The solution made it easier for agents to work efficiently. The case highlights how Genesys technology supports accessibility in customer service.

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CASE STUDY Naturgy

Genesys Cloud CX helped Naturgy improve their contact center. Naturgy used Genesys to deliver better customer experiences. The solution included AI-powered experience orchestration. Naturgy aimed to ...personalize interactions and drive efficiency. The case highlights how Genesys supports customer engagement at scale.

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Banking

CASE STUDY SBI Securities

Genesys Cloud CX helped SBI Securities improve their contact center. The platform enabled personalized customer experiences at scale. SBI Securities used AI-powered tools to optimize customer engagem...ent. The solution supported seamless banking interactions across channels. The case highlights the benefits of cloud-based contact center software for the banking industry.

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Video

Genesys Cloud Contact Center Overview

Video Thumbnail

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 Platform 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 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

?

for Genesys Cloud

Overall Risk Meter

Low Medium High

Top Failure Risks for Genesys Cloud

Genesys Cloud Services, Inc News

Product

AI-Powered Contact Center as a Service Vendors Battle for Market Share in 2025

Genesys, along with NICE and Amazon Connect, leads the Contact Center as a Service (CCaaS) market in seat count, driven by AI innovations. A recent market report highlights these vendors as top performers due to their AI-enhanced platforms, which boost revenue per seat and support scalable CX modernization. The report emphasizes the strategic role of AI in transforming contact centers from cost centers to experience hubs.

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Customer

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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Product

Introducing Genesys Cloud AI Studio: Empowering Businesses with Responsible, Agentic AI for Transformational Customer Experiences - Business Wire

Genesys has launched Genesys Cloud AI Studio, a centralized platform for building and managing AI-powered customer experience solutions. The first feature, Genesys Cloud AI Guides, lets businesses create no-code virtual agents capable of handling complex, multi-step interactions and initiating enterprise workflows. The platform emphasizes responsible, agentic AI and aims to streamline deployment of advanced customer engagement tools.

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Partnership

Four Inc. Collaborates with Genesys to Deliver Enhanced Customer Experience Solutions to the Public Sector

Four Inc. and Genesys formed a partnership to deliver Genesys AI-powered cloud contact center solutions to public sector organizations. The collaboration enables government agencies to access advanced customer experience technology, improving citizen engagement and operational efficiency through Genesys Cloud.

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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