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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

"...Thanks to Genesys iWD, we can now leverage the saved capacity to enjoy greater flexibility and efficiency in the planning and management of additional sales activities, such as following-up on leads...." Peer review by Margita Heckova, CRM Development Manager, Slovak Telekom, Slovak Telekom

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

Why is Genesys Cloud the best choice for 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.

"...Strive to create a community where people can be themselves, have a good time, bring their A-game, and employee engagement will follow. ..." This is how you keep your most ambitious employees from leaving

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

What Are the key features of Genesys Cloud 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.

"...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

How does Genesys Cloud address your Collaboration Challenges?

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 Banco Solidario

Genesys Cloud helped Banco Solidario move its customer service to the cloud. The bank wanted to digitalize its customer support. With Genesys Cloud, Banco Solidario improved its service and embraced ...digital channels. The solution made customer interactions easier and more efficient. The bank now delivers better experiences for its customers.

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Insurance

CASE STUDY Tokio Marine Management Australasia

Genesys Cloud CX helped Tokio Marine Management Australasia improve customer experience. The company used leading cloud technology to deliver better service. The solution enabled seamless and persona...lized support for their customers. This led to a superior customer experience. The case highlights the benefits of using Genesys for insurance companies.

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Retail

CASE STUDY Conrad Electronic

Genesys Cloud CX helped Conrad Electronic move to the cloud for better customer service. The company wanted to give each customer a more personal experience. Genesys Cloud CX made it easy to connect ...with customers on many channels. Conrad Electronic can now deliver personalized support at scale. The solution helps them serve customers faster and more efficiently.

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CASE STUDY Universal Assistance

Genesys helped Universal Assistance improve how it helps travelers. The company used Genesys solutions to make customer interactions better. This change made it easier for travelers to get help when ...they needed it most. Universal Assistance now gives faster and more personal support to its customers.

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Health, Wellness and Fitness

CASE STUDY Carestream Dental

Genesys Cloud EX helped Carestream Dental improve workforce engagement. The company used the solution to drive employee efficiency in their contact center. Genesys Cloud EX provided tools to manage a...nd motivate staff. This led to better employee experiences. The platform made it easier for Carestream Dental to support their team and improve service quality.

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Sports

CASE STUDY Brighton and Hove Albion Football Club

Genesys Cloud helped Brighton and Hove Albion Football Club build closer bonds with their fans. The club used Genesys Cloud to deliver personalized experiences at scale. This solution improved their ...contact center operations. The club now connects better with supporters. They use AI-powered tools for customer engagement. The result is stronger relationships with their community.

Read more →

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

?

for Genesys Cloud

Overall Risk Meter

Low Medium High

Top Failure Risks for Genesys Cloud

Genesys Cloud Services, Inc News

Executive 31/08/2025

Genesys Appoints Allen Chiu as Chief Legal Officer | Genesys

Genesys has appointed Allen Chiu as chief legal officer and executive vice president, effective July 1, 2025. Chiu, currently the chief compliance officer and general counsel, will succeed Jim Rene, who is retiring after 25 years. Chiu will report to CEO Tony Bates and will focus on compliance, privacy, and global regulatory matters as Genesys scales its AI leadership.

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Product 31/08/2025

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

Genesys has launched Genesys Cloud AI Studio, a centralized hub for building and managing AI-driven customer engagement. The platform introduces AI Guides, enabling organizations to design and deploy autonomous virtual agents with no coding required. These agents can handle complex interactions, enhancing customer experiences while maintaining governance and compliance. The new capabilities are expected to be available in Q2 of fiscal year 2026.

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Partnership 18/08/2025

Veea and Genesys Impact Launch On-Site AI Safety & Asset Intelligence Platform for MCN

Veea and Genesys Impact have launched an AI-powered safety and asset intelligence platform for MCN Build, enhancing on-site safety and operational efficiency. The platform integrates IoT and AI technologies, providing real-time safety alerts and asset tracking without relying on cloud infrastructure. This deployment aims to improve compliance, reduce risks, and increase asset utilization in construction sites.

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Partnership 29/07/2025

EXL and Genesys collaborate to transform customer experiences with AI-driven insights and intelligent orchestration

EXL and Genesys have partnered to enhance customer experiences using AI-driven insights and intelligent orchestration. This collaboration integrates EXL's data and AI capabilities with the Genesys Cloud platform, enabling enterprises to leverage real-time customer insights for improved engagement and business outcomes. The joint offering targets industries such as insurance, banking, healthcare, and retail, aiming to boost customer satisfaction and operational efficiency.

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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