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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

"...Proactively sending appointment reminders via SMS has not only helped our cable client streamline installation processes, but also increased their customer satisfaction levels...." Peer review by Lindsay Shields, Solutions Engineer, OnProcess Technology, OnProcess Technology

Genesys Cloud, Tenfold, Oracle Advertising and Customer Experience (CX), Twilio, Relay Network, 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.

"...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 efficiently Does Genesys Cloud manage your Customer Feedback Management?

What solutions does Genesys Cloud provide 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, the global leader in omnichannel customer experience and contact center solutions, is showcasing its cloud, artificial intelligence and digital engagement offerings with participation in panel discussions and partner demonstrations throughout Enterprise Connect 2019. ..." Genesys to Showcase Customer Success Using Cloud, AI and Digital Channels at Enterprise Connect 2019

How efficiently Does Genesys Cloud manage your Collaboration?

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

COMPANY	INDUSTRY	CASE STUDIES
ICICI Bank Banking	Banking	CASE STUDY ICICI Bank ICICI Bank improved customer experience by using Genesys AI solutions, optimizing engagement and efficiency across channels, and enhancing their omnichannel contact center. Read More
Cleartrip	NA	CASE STUDY Cleartrip Cleartrip improved customer experience with self-service options using Genesys solutions, enhancing engagement and efficiency. Modivcare saved over $17M by adopting a digital-first strategy. Read More
An Post	NA	CASE STUDY An Post An Post enhanced customer interactions using Genesys solutions, leading to improved efficiency and personalized experiences across multiple channels. 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?

Tenfold, Oracle Advertising And Customer Experience (CX), Twilio and Relay Network 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

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.

23/12/2024 - source

Genesys Named a Leader in the 2024 Gartner Magic Quadrant for Contact Center as a Service for 10th Consecutive Year - Business Wire

Genesys has been recognized as a leader in the 2024 Gartner Magic Quadrant for Contact Center as a Service for the 10th year.

29/10/2024 - source

Modivcare Boosts Health Care Experiences with Genesys Cloud AI - Business Wire

Modivcare is enhancing healthcare experiences by using Genesys Cloud AI technology.

14/10/2024 - source

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