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

"...Genesys iWD makes sure we distribute tasks, reminders, and follow-ups at the right time to the appropriate agent...." Peer review by Michaela Prajslerova, Call Center Manager, Slovak Telekom, Slovak Telekom

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.

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
See all business priorities See less business priorities

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 ★

Read Reviews (71)

"...Genesys iWD makes sure we distribute tasks, reminders, and follow-ups at the right time to the appropriate agent...."
engaging and following up

4.94/5 ★

Read Reviews (42)

"...This service enables Genesys partners to quickly adapt to partner relationship management (PRM) tools, plan and execute successful campaigns, and stay engaged with available marketing programs. ..."
Customer Feedback Management with Promotions, Text SMS, Coupons and Mobile

4.94/5 ★

Read Reviews (31)

"...The Genesys platform makes a great contribution to improving customer satisfaction while our efficiency and agent management benefit, too...."
measuring customer satisfaction

4.90/5 ★

Read Reviews (21)

"...Leadership must be measured in terms of market share, customer satisfaction and loyalty...."
Contact List Management with Omnichannel

4.76/5 ★

Read Reviews (27)

"...These insights stem from an opinion survey sponsored by Genesys, the global leader in omnichannel customer experience and contact center solutions...." US Employers Expect Growth of Artificial Intelligence in the Workplace But Not Major Job Reductions
contacts history

3.35/5 ★

Read Reviews (2)

"...U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive appeared first on MarTechSeries...."
PEER EXPERIENCES
Engagement Management

4.96/5 ★

Read Reviews (71)

"...Genesys iWD makes sure we distribute tasks, reminders, and follow-ups at the right time to the appropriate agent...." Peer review by Michaela Prajslerova, Call Center Manager, Slovak Telekom, Slovak Telekom
engaging and following up

4.96/5 ★

Read Reviews (42)

Customer Feedback Management with Promotions, Text SMS, Coupons and Mobile

4.94/5 ★

Read Reviews (31)

"...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
measuring customer satisfaction

4.94/5 ★

Read Reviews (21)

Contact List Management with Omnichannel

4.76/5 ★

Read Reviews (27)

"...These insights stem from an opinion survey sponsored by Genesys, the global leader in omnichannel customer experience and contact center solutions...." US Employers Expect Growth of Artificial Intelligence in the Workplace But Not Major Job Reductions
contacts history

4.76/5 ★

Read Reviews (2)

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?

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?

Tenfold, Oracle Advertising And Customer Experience (CX), Twilio and Relay Network are popular alternatives for Genesys Cloud.

Where is Genesys Cloud located?

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

Popular Business Setting

for Genesys Cloud

Top Industries

  • Information Technology and Services
  • Computer Software

Popular in

  • Small Business
  • Mid Market
  • Large Enterprise

Peers used Genesys Cloud to Acquire customers and Enhance customer relationships

Peer and Expert Opinion on Features

for Genesys Cloud

  • Low
  • Medium
  • High
FEATURES RATINGS AND REVIEWS
Feedback surveys

4.78/5 ★

Read Reviews (44)
Personalization

4.67/5 ★

Read Reviews (23)
Alerts: popups & Notifications

4.90/5 ★

Read Reviews (21)
Recording

4.85/5 ★

Read Reviews (15)
bot

4.45/5 ★

Read Reviews (10)
FEATURES RATINGS AND REVIEWS
Feedback surveys

4.78/5 ★

Read Reviews (44)
Personalization

4.67/5 ★

Read Reviews (23)
Alerts: popups & Notifications

4.90/5 ★

Read Reviews (21)
Recording

4.85/5 ★

Read Reviews (15)
bot

4.45/5 ★

Read Reviews (10)

IT and Other Capabilities

for Genesys Cloud

  • Low
  • Medium
  • High
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

4.94/5 ★

Read Reviews (30)
Data Import

4.86/5 ★

Read Reviews (73)
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

4.94/5 ★

Read Reviews (30)
Data Import

4.86/5 ★

Read Reviews (73)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
24/7 Support

4.87/5 ★

Read Reviews (134)
Chat Support

4.83/5 ★

Read Reviews (20)
Email Support

4.68/5 ★

Read Reviews (12)
Phone Support

4.47/5 ★

Read Reviews (16)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
24/7 Support

4.87/5 ★

Read Reviews (134)
Chat Support

4.83/5 ★

Read Reviews (20)
Email Support

4.68/5 ★

Read Reviews (12)
Phone Support

4.47/5 ★

Read Reviews (16)
CAPABILITIES (OTHER) 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 (OTHER) 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

Vendor Profile Details

Company Name

Genesys

Company Website

https://www.genesys.com/

Year Founded

1990

HQ Location

2001 Junipero Serra BlvdDaly City, CA 94014, USA

Employees

5001-10000

Social

Financials

PRIVATE