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Genesys Cloud: Use-Cases, Insights and Reviews | 2025 Cuspera

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Genesys Cloud | Genesys

AI Powered

App Partner

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

See all use cases See less use cases

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

See all business priorities See less business priorities

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

"...Genesys SIP-based solutions enable us to centrally manage our multiple contact centers into a virtualized integrated platform, which improved our business scalability dramatically...." Peer review by Schneh Ying Wan, Chief Operating Officer, Home Credit China

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

How efficiently Does Genesys Cloud manage your Engagement Management?

Genesys Cloud Engagement Management offers a comprehensive solution for managing customer interactions across various channels. It provides tools for engaging customers through SMS, mobile coupons, and live events, while also offering customer journey analytics. These capabilities enable businesses to provide a consistent customer experience across channels and improve operational efficiency. However, the system may be limited in its ability to handle complex integrations with legacy systems.

"...And now we re in the midst of a customer experience revolution that s driving a need to create a more engaging workplace for contact center employees...." Partner Blogs April 2019

How does Genesys Cloud facilitate Customer Feedback Management?

What makes Genesys Cloud ideal for Contact List Management?

Genesys Cloud enables businesses to manage customer interactions across various communication channels through a single, flexible platform. This platform allows for the creation of dedicated points of contact for specific situations. Genesys Cloud Contact List Management lacks advanced features such as contact list segmentation based on demographics or purchase history.

"...Genesys improved our ability to provide the same high level of service in our virtual contact center that customer have come to expect in our stores...." Peer review by John Jordan, Senior Vice President, Total Wine & More

How can Genesys Cloud enhance your Collaboration process?

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

Financial Services

CASE STUDY Siam Commercial Bank

Siam Commercial Bank used the Genesys Cloud platform to improve customer service. They needed a modern solution to manage interactions across channels. The bank cut repeat calls by 50%, reduced avera...ge wait time by 25%, and decreased handle time by 3%. The new system replaced costly, inflexible on-premises solutions, allowing for seamless updates and better customer experience.

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CASE STUDY Almosafer

Almosafer faced growth challenges due to siloed channels. They implemented the Genesys Cloud platform to provide an omnichannel experience. This allowed customers to book seamlessly and agents to acc...ess customer insights. As a result, Almosafer improved cross-selling, operational efficiency, and scalability.

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Banking

CASE STUDY M&T Bank

M&T Bank wanted to improve its customer service but faced challenges with outdated technology. They decided to modernize their customer experience platform with Genesys. After implementation, they sa...w a 100% increase in banker productivity, an 11% reduction in cost per call, and an 80% decrease in dropped calls.

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Financial Services

CASE STUDY Newcastle Greater Mutual Group

Newcastle Greater Mutual Group faced challenges with a complicated post-merger IT landscape. They used dense manuals and mechanical workflows. To address this, they standardized their contact center ...operations on the Genesys Cloud platform. AI-powered innovations like Agent Copilot and auto summarization helped reduce average handle time by 50 seconds and hold time by 30 seconds per call. This led to 50% faster agent competency.

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CASE STUDY COOntacto

COOntacto was struggling with a customer service platform that didn't meet its KPIs. They switched to the Genesys Cloud CX solution. This change improved their service levels from 27% to 89%. Their s...ervice-level compliance rates increased from 73% to 96%. They also saw a 15% reduction in abandonment rate.

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Retail

CASE STUDY Grands Moulins de Paris

Grands Moulins de Paris needed a simple and flexible customer experience technology. They chose Genesys Cloud for its ease of use and ability to meet current and future customer needs. The solution s...implified call flows and improved agent support. It also allowed for easy addition of new functionalities without disrupting the business.

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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 Competitors

More Genesys Cloud Alternatives...

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

Product 25/05/2025

MyPureCloud/terraform-provider-genesyscloud

The MyPureCloud/terraform-provider-genesyscloud project provides a Terraform provider for automating the deployment and management of Genesys Cloud resources. This open-source integration enables infrastructure-as-code workflows for contact center and customer experience solutions on the Genesys Cloud platform.

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Customer 14/05/2025

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 interactions across its contact centers. This move supports IHGs digital transformation and commitment to improving customer service in the hospitality sector.

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Customer 13/05/2025

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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Awards 23/12/2024

Genesys Recognized in Gartner Peer Insights Voice of the Customer for Enterprise Conversational AI Platforms

Genesys is recognized as a Strong Performer in the 2024 Gartner Peer Insights Voice of the Customer report for Enterprise Conversational AI Platforms, with high ratings for its AI capabilities in enhancing customer and employee experiences.

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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

Financials

PRIVATE