Genesys Cloud Review

Genesys
Product:
Vendor:
Founded:
Headquarters:
Genesys Cloud
Genesys
1990
Daly City, CA
Ownership:
Customers:
Deployment Model:
Free Trial:
Public
11,000+
Cloud
Yes

Genesys Cloud At A Glance

Good: Customer self-service functionality, agents can manage their customer interactions in a single view, text/speech analytics.
Bad: Initial learning curve for new users.
Bottom Line: Contact center solution that accommodates inbound and outbound environments with omnichannel capability.

Product Overview

Genesys Cloud (formerly called PureCloud) is a cloud-based contact center software that helps companies improve the customer experience. Businesses can provide customers with self-service options before referring their issue or question to an agent. Agents can connect with customers in any channel (e.g., phone, email, text or live chat), and supervisors can manage their call center’s performance using the interactive dashboards that display data across all locations or customer channels. Genesys Cloud offers three flexible pricing plans, so companies can scale up or down based on their needs.

The software can connect with Genesys’ PureConnect solution for an unified platform, meaning companies won’t need to manage multiple business systems. PureConnect is built on an open-standard architecture, so it can be customized to meet a contact center’s specific needs, and can be integrated with third-party applications. Genesys Cloud also offers collaboration tools that help teams stay connected and reduce silos.

Additional benefits of Genesys Cloud include:

  • Self-service and automation features that enhance the customer experience
  • Intuitive interface with minimal training required
  • Implementation within days instead of weeks or months

Note that the vendor also offers the Genesys Engage customer experience platform, which is geared toward larger organizations. It’s customizable to a business’s unique needs and helps them personalize the customer journey with features like omichannel capability and artificial intelligence (AI).

Features

Genesys Cloud has many robust features. Here are a few of its key ones.

Voice – Organizations can connect Genesys Cloud with their public telephony network via VoIP, with the option of using their existing phone numbers or voice carrier or purchasing new ones. The vendor offers unlimited inbound and outbound calling within the U.S. at a low per-minute rate, and it provides affordable international distance calling rates.

Inbound – Supervisors can customize their interactive voice response (IVR) and automatic call distribution (ACD) routing processes to give customers a more personalized experience. For example, they can customize the IVR menus so that customers can communicate by voice or by touch-tone buttons. There is also conversational IVR that uses machine learning to recognize speech more naturally.

Call centers can integrate their ACD and IVR features with their customer relationship management (CRM) software or other systems so that calls can be routed seamlessly. The ACD can route all channel communications (phone, email, social media, chat) to the agent based on their skills and availability.

In addition to IVR, companies can create other self-service capabilities, such as a chatbot that asks qualifying questions to website visitors to determine if they need to be routed to an agent.

Outbound – The predictive dialing feature makes calls and then connects the agent when the recipient answers the call. It filters out disconnected numbers or voicemails, increasing the odds of reaching a live person. Users can also create and send personalized notifications to a customer from any channel (e.g., appointment reminders, payment alerts). In addition to predictive dialing, Genesys Cloud has four dial modes: preview (information about contact is presented to agent), progressive (dialing one contact for each available agent), power (analyzes previous call attempts and then waits until agent is available before placing a call) and agentless (automatically responds to live contact or voicemail).

Omnichannel – As mentioned, Genesys Cloud supports customer communications in multiple channels, including email, live chat and social media. Agents use a desktop interface that stores a customer’s profile, interactions and more from multiple sources in a single screen. In turn, they won’t need to access the individual channel and can respond to customers faster.

Workforce optimization – Supervisors can use the workforce optimization tools to manage agents’ performance, such as quality monitoring, multichannel recording and customer feedback. They can also create or modify the agent’s script by using drag-and-drop building and editing tools. There’s a forecasting tool that allows supervisors to plan and budget future scheduling needs (e.g., how many agents they’ll need per shift daily or weekly). And there’s a full-featured scheduling tool, so supervisors can create shift schedules and manage time-off leave and overtime.

Reporting and analytics – Users can create custom reports and dashboards that display real-time metrics, such as wait times, resolution rates and customer satisfaction. They can also compare current versus historical data in a single view and drill down into the data for more details. Marketing and sales teams can track customer journeys and proactively offer promotions or other opportunities to create conversions.

There are also speech analytics and text analytics features that search phone and message interactions for specific keywords, so users can get insights on customers’ needs. Finally, the predictive analytics features combine historical data and business intelligence to find trends and predict future customer behavior.

Target Market

Genesys Cloud targets sales, marketing and customer service teams in many industries, including health care, education, finance and technology. We’ve listed 10 of its clients below.

  • AstraZeneca
  • Bosch
  • Emirates
  • Marks & Spencer (M&S)
  • PayPal
  • Philips
  • Princeton University
  • Quicken
  • T-Mobile
  • Woolworths

Implementation/Integration

New clients can sign up for a 30-day free trial and opt to use the self-start resource materials if they don’t need deployment assistance. They can also work with a dedicated Customer Success Manager who will serve as a point of contact both during and after deployment. The implementation process can vary based on a client’s needs, but Genesys boasts that it can deploy the software within days.

The vendor also offers a training portal, Genesys University, that has online or self-paced courses on the software’s various features and customer service best practices. Organizations can purchase an annual learning subscription that includes access to existing training and any new content that’s added throughout the year.

Genesys Cloud integrates with many different third-party applications via its AppFoundry marketing and open API infrastructure, such as CRMs, workforce management systems and business process tools.

Customer Service & Support

Users can submit an online ticket for support, as well as access a resource center that includes webinars, a FAQ section, a community forum and more. Genesys also has an operational status page with live updates on any software outages. In addition, it offers premier success services, such as 24/7 emergency phone support, priority support and Q&A webinars.

Pricing

There are three pricing plans, which are billed annually.

  • Genesys Cloud 1 – This plan costs $75 per user, per month and includes speech-enabled IVR, voicebots, inbound voice routing, basic outbound campaigns, unified communication, interaction recording, application integration and reporting features.
  • Genesys Cloud 2 – This plan costs $110 per user, per month and has all of the features of the Genesys Cloud 1 plan, plus unlimited email and chat routing, IVR and web callback, advanced outbound campaigns, inbound and outbound blending and quality management.
  • Genesys Cloud 3 – This plan costs $140 per user, per month and has all of the features of the other two plans, plus screen recording and workforce management.

Shortcomings

Although the interface doesn’t require much training, Genesys Cloud can be challenging for new users.

Screenshots

Genesys Screenshot 1
Genesys Screenshot 2
Genesys Screenshot 3

About

Genesys strives to use Experience as a Service to help companies build lasting relationships with their customers. It was founded in 1990 as a computer telephony provider and evolved over the years from a call center software to a customer experience platform with omnichannel and AI capabilities. Genesys holds that it delivers more than 70 billion customer experiences for organizations in over 100 countries.

The company has been consistently named a leader in Gartner’s Magic Quadrant over the years. It also received the Frost & Sullivan’s 2018 North American Contact Center Company of the Year Award and other accolades from esteemed organizations, such as Forrester and Ovum.

Genesys is headquartered in Daly City, CA, and has offices in many other locations, including Canada, Mexico, France, the U.K., China and Australia.

Send feedback or corrections to feedback@betterbuys.com.

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