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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 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

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 does Genesys Cloud facilitate 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.

"...Chris Connolly: Genesys has been around for about 27 years, focused on customer experience software; how do we engage with consumers with what is now called CTI, or Computer Telephony Integration, sitting on top of other peoples phone systems...." Small Business Optimism High And Work Environment Fun Despite Trade War

How does Genesys Cloud facilitate Customer Feedback Management?

Genesys Cloud enables organizations to manage customer feedback effectively. The platform provides tools for gathering feedback, such as customer satisfaction surveys and SMS alerts. This feedback can be used to improve customer satisfaction and increase agent productivity.

"...By bringing together Genesys cloud-based and on-prem omnichannel customer experience and contact center solutions with Oracle Communications Enterprise Session Boarder Controllers (E-SBCs), Enterprise Operations Monitor and Fraud Monitor enterprises get a customer-experience solution that can address core KPI demands for Mean Time to Resolution (MTR) and First Call Completion (FCC) for both employee and customer satisfaction. ..." Say Hello to Genesys-Oracle Partnership for Securing and Futureproofing Call Centers and CX

What benefits does Genesys Cloud offer 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.

"...U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive appeared first on MarTechSeries...." Genesys Survey Shows U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive

How can Genesys Cloud optimize your Collaboration Workflow?

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

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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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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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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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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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.

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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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Video

Genesys Cloud Contact Center Overview

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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

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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Product 13/07/2025

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 29/06/2025

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 24/06/2025

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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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