Genesys Cloud

Cutting-edge Calling Software for Superior Customer Experiences.

Best For : large enterprises, customer support centers, sales teams, remote workforces, global businesses.

Pricing:$75

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Top Features

Genesys

IVR
Queue Management
Call Monitoring
Call Recording
Reporting/Analytics
Predictive Dialer

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Other Users Choose

Callhippo

Power Dialer
Smart Switch
Global Connect
Reports & Analytics
Gamification
Multi-line phone system

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What is Genesys Cloud: An Overview

Genesys Cloud is an advanced all-in-one cloud contact center solution designed to streamline omnichannel interactions throughout the customer journey. It provides a unified platform where businesses can manage voice, chat, email, text messages, and more, enhancing efficiency and customer satisfaction.

This platform offers a single tool for employees, whether they are agents, supervisors, or IT administrators, simplifying communication management across various channels. Its intuitive interface ensures ease of use, enabling seamless navigation and operation for all users involved in customer interactions.

Genesys Cloud emphasizes scalability and flexibility, allowing businesses to adjust resources and capabilities as needed. It supports dynamic call routing, real-time analytics, and integration with existing CRM systems, enabling personalized and efficient customer service delivery.

For businesses, Genesys Cloud enhances operational efficiency by centralizing communication processes and optimizing workforce management. It empowers agents to handle inquiries more effectively, reducing response times and enhancing overall service quality and customer retention rates.

Genesys Cloud Review

Positive

Based on the majority of Genesys reviews over the internet, it is concluded that it offers a plethora of advanced features, spanning from voice mail and screen recording to workforce management that help in effective call management.
Genesys Cloud’s platform is user-friendly; anyone with zero technology knowledge can navigate with ease, be it transferring calls to agents or analyzing reports.
One standout feature of Genesys’s Cloud CX is its ability to integrate with third-party vendors such as Salesforce and AWS. The integration process is a breeze; it hardly takes a few minutes.
Genesys Cloud’s customer support is superb. No matter how minute or complex your issue is, their technical support is highly knowledgeable and is always there to resolve it in no time.
Last but not least, Genesys Cloud beat its competitors in terms of the APIs and developer-related tools it offers. These make the platform more flexible and provide greater automation functionality for an improved user experience.

Negative

There are several drawbacks associated with Genesys, based on many user reviews. Among these, issues with data access delays through UIs or APIs have been frequently highlighted.
There are many business reviews that point out that Genesys doesn’t work well with Google Chrome. They faced numerous issues with managing calls, such as sometimes being unable to pick up calls or even hear the caller. This issue has been raised numerous times by Genesys customers in their community portal, but still there is no resolution.
Another problem that contributes to user dissatisfaction among Genesys users is their shortcomings in the conversational bot's capabilities, such as the lack of advanced features like generative AI support.
Users have expressed dissatisfaction with the frequent backend updates in Genesys. While the timing of these updates is generally communicated, they occasionally disrupt their internal systems, leading to operational setbacks.

Genesys Cloud Pricing

Genesys pricing plans cater to businesses of all sizes, providing essential features to optimize communication effectively.

A. Genesys Cloud CX 1 – $75/User/Month :- The Genesys Cloud CX 1 plan includes API requests, data storage, inbound and outbound voice, and IVR minutes. This plan is ideal for small businesses, startups, and freelancers seeking better customer engagement features without going over budget.
B. Genesys Cloud CX 2 – $95/User/Month :- The Genesys Cloud CX 2 plan covers all the features of the Genesys Cloud CX 1 plan. Additionally, it includes AI-powered customer engagement, extra IVR minutes, unlimited email, and chat.
This plan is perfect for mid-size businesses aiming for a robust and scalable communication solution to boost customer interactions and engagement.
C. Genesys Cloud CX 3 – $135/User/Month:- The Genesys Cloud CX 3 plan includes all the features of the Genesys Cloud CX 2 plan. In addition, it comes with maximum IVR minutes, SMS and messaging app routing, and workforce engagement management.
The Genesys Cloud CX 3 plan is ideal for large businesses that require comprehensive customer engagement and support capabilities.

Price Comparison

Compared to Genesys Cloud, CallHippo’s pricing plans provide cost-effective solutions without sacrificing functionality, making them ideal for optimizing communication. Take a look at the table below comparing the pricing plans offered by these two top virtual phone system providers:

Genesys Cloud CX 1

$75/User/Month {Ideal for small businesses, startups, freelancers}

Genesys Cloud CX 2

$95/User/Month {Ideal for mid-size businesses}

Genesys Cloud CX 3

$135/User/Month {Ideal for large enterprises}

Basic Plan

$0/User/Month {Ideal for startups}

Starter Plan

$18/User/Month {Ideal for small teams}

Professional Plan

$30/User/Month {Ideal for large teams}

Free trial

10 days

Genesys Cloud Features

1. Targeted Mails

With Genesys Cloud CX, sending targeted emails to both prospective and existing clients with the aim of driving engagements is incredibly streamlined. The intuitive interface of this platform offers several advanced segmentation tools that empower businesses to successfully run email campaigns. Genesys’s built-in analytics and insights into campaign performance help with continuous optimization.

2. Customer Profiles

Genesys Cloud CX has the added functionality of customer profile creation. Businesses can easily create profiles that store key details such as interaction history, behavior patterns, and preferences. Not only does this help in maintaining data across the organization, but it also plays a critical role in having personalized and relevant interactions.

3. Conference Calls

Genesys Cloud CX enables multiple users to make video or voice calls over the internet all at once. This feature supports seamless collaboration among the team members within the organization, regardless of their location, thus enhancing productivity and communication to a great extent.

4. Hold Music

The waiting period for your customers won’t be boring, as Genesys Cloud has the hold music feature that plays music when the caller is on hold. This feature is amazing as it enhances the customer experience by providing a more pleasant and engaging wait time.

5. Automated Attendants

Genesys Cloud offers users the functionality to set up an automated attendant to receive calls and information when the support team is unavailable. This ensures that your customers will get assistance and information, even if someone makes a call outside of business hours or, for some reason, the support team is not able to attend the calls.

6. In-App Messaging

It enables live chat within the app for customer help. This makes support more accessible and convenient, as users can get real-time assistance without the need to leave the app. By integrating the live chat feature into the app, businesses can offer instant responses to customer inquiries, resolve issues quickly, and enhance the overall user experience.