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
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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
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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

"...The Genesys Customer Experience Platform can successfully route different WeChat engagements to the right resources and remain stable during high peak hours...." Peer review by Li Nong, Chief Marketing Officer, 12301

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

What Are the key features of Genesys Cloud for Engagement Management?

How can Genesys Cloud enhance your Customer Feedback Management process?

What benefits does Genesys Cloud offer for Contact List Management?

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.

Case Studies

CASE STUDY UNITEC

Genesys Cloud platform helped UNITEC get the reliability and flexibility it needed. The platform supports contact center operations. UNITEC uses Genesys Cloud to deliver better customer experiences. ...The solution offers cloud architecture and AI-powered features. The case highlights improved reliability and flexibility for UNITEC.

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Non-Profit Organization Management

CASE STUDY The Salvation Army Australia

Genesys Cloud CX helped The Salvation Army Australia improve their contact center. The solution enabled personalized experiences at scale. The organization used AI-powered tools to connect with peopl...e across channels. The case highlights how Genesys supports non-profits in delivering better service. No specific numbers or metrics are mentioned in the content.

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Education

CASE STUDY Western Governors University

Genesys Cloud CX helped Western Governors University improve the student experience. The university used Genesys to deliver better contact center support. The solution enabled more personalized and e...fficient service for students. This led to a richer and more engaging student journey. The case highlights the impact of AI-powered experience orchestration in education.

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Banking

CASE STUDY Westpac NZ

Genesys Cloud CX helped Westpac NZ build a top service organization. The bank used Genesys to deliver better customer experiences. The solution improved service across channels. Westpac NZ now provid...es more seamless support for its customers. The bank strengthened trust and loyalty with Genesys technology.

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Telecommunications

CASE STUDY Vodafone Germany

Genesys Cloud CX helped Vodafone Germany unify AI-based digital messaging. Vodafone wanted to improve customer experience. They used Genesys to connect channels and automate messaging. The solution m...ade customer service faster and more personal. Vodafone Germany amplified the customer experience with AI-powered tools.

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CASE STUDY Telefoonaanname.nl

Telefoonaanname.nl moved to Genesys Cloud in one afternoon. The company used Genesys Cloud CX to improve their contact center. The migration was fast and smooth. The solution helped them deliver bett...er customer experiences. The case shows how Genesys Cloud can be deployed quickly for immediate impact.

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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 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

Awards

Genesys Named a "Best-Led Company" by Glassdoor

Genesys has been recognized as one of Glassdoor's Best-Led Companies of 2025, highlighting its strong leadership and commitment to a workplace culture of trust, collaboration, and transparency. This accolade is based on employee feedback regarding CEO approval, senior management ratings, and overall leadership sentiment.

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Partnership

ServiceNow and Genesys announce strategic partnership to elevate customer and employee experiences ChannelBuzz.ca

Genesys and ServiceNow have expanded their strategic partnership to enhance customer and employee experiences through AI-powered solutions. The collaboration introduces Agent2Agent orchestration, enabling AI agents to autonomously manage tasks across platforms. This partnership integrates Genesys Cloud AI with ServiceNow's AI Platform, offering synchronized workflows and intelligent routing. The unified service model aims to simplify AI adoption and improve operational efficiency, with new capabilities expected by early 2026.

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Product

Gartner's 2025 Magic Quadrant for Contact Center as a Service (CCaaS) Report Released Again, NiCE and Genesys Lead the Way

Gartner released its 2025 Magic Quadrant for Contact Center as a Service (CCaaS), highlighting NiCE and Genesys as leaders. The report evaluates vendors based on platform depth, global implementation, and customer feedback. AWS, Five9, and Talkdesk also feature as leaders, with notable mentions of their AI capabilities and market adaptability. Content Guru emerged as a challenger, showcasing significant market influence.

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Awards

Genesys Named a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service for 11th Consecutive Year

Genesys Named a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service for 11th Consecutive Year

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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

Facebook Linkedin Twitter

Financials

PRIVATE