Who Uses Genesys Cloud?

Genesys Cloud is for everyone! Progressive IT and contact centre operations that prefer rapid delivery, all-in-one, cloud contact centre solution.

What Is Genesys Cloud?

Genesys Cloud is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, social and more. An intuitive interface makes it easy to use. Rapid innovation ensures you'll exceed customer expectations today and tomorrow. Genesys Cloud is simply powerful and powerfully simple.

Genesys Cloud Details

Genesys

https://www.genesys.com/genesys-cloud

Founded 1990

Genesys Cloud Pricing, Cost & Reviews - Capterra UAE 2020

Genesys Cloud does not have a free version but does offer a free trial. Genesys Cloud paid version starts at $75.00/month.

Starting Price

$75.00/month
See pricing details

Pricing Details

Genesys Cloud pricing starts at $75.00 per month, per user, or $0.68 hourly

Free Version

No

Free Trial

Deployment

Installed - Mac

Cloud, SaaS, Web

Installed - Windows

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Online

Genesys Cloud Features

Auto Dialer Software
CRM
Call Disposition
Call Recording
Call Scheduling
Call Scripting
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Escalation Management
Inbound Call Center
Interactive Voice Response (IVR)
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content
Analytics
Customer Segmentation
Dashboard
Knowledge Management
Multi-Channel Data Collection
Negative Feedback Management
Predictive Analytics
Sentiment Analysis
Survey/Poll Management
Text Analysis
360 Degree Feedback
Analytics
Call Reporting
Complaint Monitoring
Feedback Collection
Survey Management
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Call Center
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customization
Voice Mail
Call Monitoring
Call Recording
Call Scheduling
Call Transfer
Campaign Management
Campaign Specific Caller ID
FCC Compliance
FTC Compliance
Lead Management
List Management

Genesys Cloud Reviews

Showing 5 of 99 reviews

Overall
4.1/5
Ease of Use
4.2/5
Customer Service
3.6/5
Features
4/5
Value for Money
3.8/5
Matthew C.
Communications Manager
Financial Services, 51-200 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    3/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 15/11/2018

"99% Sunny and Hot with the odd occasional downpour"

Comments: The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.

Pros: The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.

Cons: The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.

  • Reviewer Source 
  • Reviewed on 15/11/2018
Altaf G.
AVP, Telecom Systems
Financial Services, 501-1,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 02/06/2020

"A Cloud like no other"

Comments: The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.

Pros: I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.

Cons: A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.

  • Reviewer Source 
  • Reviewed on 02/06/2020
Verified Reviewer
Analyst
Automotive, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    3/5
  • Ease of Use
    2/5
  • Features & Functionality
    2/5
  • Customer Support
    3/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 05/09/2018

"Not a Big Fan"

Comments: Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.

Pros: Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to use. In terms of profile information for agents it works well. I think the Queue activity is a good function of the software and allows me to monitor the status of inbound calls easily enogh.

Cons: I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though). My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

Vendor Response

by Genesys on 06/09/2018

Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at [email protected] (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth

  • Reviewer Source 
  • Reviewed on 05/09/2018
Murat A.
System Analyst
Banking, 10,001+ Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 29/04/2020

"Genesys Pure Cloud"

Pros: It is easy to use this product it is like a rock

Cons: Price policies are not flexible and scalable.

  • Reviewer Source 
  • Reviewed on 29/04/2020
Verified Reviewer
Data Analyst
Computer Hardware, 10,001+ Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 08/11/2019

"Genesys is a great cloud phone system"

Comments: My overall experience is a with Genesys has been great. The cloud is the future of landlines.

Pros: The system is fairly easy to use and it appears to have good security features. The calls are very clear and you have activity history stored in the system. You also have access to voicemail, which can be accessed at any time.

Cons: It is sometimes difficult to understand the menu. For example, I was not sure how to call someone without asking first. I see room for improvement in making this product easier to use.

  • Reviewer Source 
  • Reviewed on 08/11/2019