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

"...With full integration between sites we ve improved agent collaboration and boosted customer service levels...." Peer review by Luc Greefs, Director Shared Delivery Services, Cegeka

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

"...In addition, customers can also make changes to their subscription bundle, such as increasing hours and adding digital channels or workforce engagement management seats...." Genesys Introduces Experience as a Service Enabling Organizations to Deliver True Personalization
"...With these solutions, we aim to maximize customer satisfaction by increasing the ratio of answered calls by using the intelligent customer recognition system to route them via the contact center...." Peer review by Çığır Hızlı, Director of CRM, Türk Ekonomi Bankası
"...Genesys is a leading provider of customer service and contact center solutions...." Peer review from Featured Customers

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

What makes Genesys Cloud ideal for Engagement Management?

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

How can Genesys Cloud enhance your Contact List Management process?

How can Genesys Cloud optimize your Collaboration Workflow?

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.

Read on →
 

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.

Read on →

Rush University System for Health - Hospital & Health Care - Large

Genesys Cloud CX helped Rush University System for Health cut average handle time by up to 15% across 37 queues. The health system improved self-service, streamlined routing, and integrated Epic and ...Salesforce for better agent support. Rush saw a 39-second drop in average speed of answer and doubled its self-service success rate. These changes made patient experiences more empathetic and efficient. Rush now offers more self-service options and faster, more informed agent interactions.

Read more →

Elkjøp Nordic - Retail - Large

Genesys Cloud CX helped Elkjøp Nordic cut contact center systems by 50% and reduce workforce management support by 83%. The company completed a seamless 12-week migration to the Genesys Cloud platfor...m. Advisors now manage chat, email, voice, and social channels from one interface. Elkjøp Nordic improved first-contact resolution and Net Promoter Score. The solution unified digital and voice channels and simplified IT operations.

Read more →

ENGIE Australia & New Zealand - Utilities - Large

Genesys Cloud CX helped ENGIE Australia & New Zealand cut manual effort by 40%. The utility company saw a 75% improvement in Net Promoter Score and a 120% reduction in customer complaints. AI-powered... features like Agent Copilot and Supervisor Copilot improved agent focus and productivity. Gamification boosted engagement and accountability. ENGIE now delivers more consistent, seamless customer experiences.

Read more →

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 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

?

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.

Read more →
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.

Read more →
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.

Read more →
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.

Read more →

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