What is Genesys? Genesys Review, Features

Genesys is a global leader in omnichannel customer experience and contact center solutions, designed to provide a differentiated customer experience to enhance customer loyalty, reduce churn, increase revenue and reduce operating costs.

About Genesys

• Genesys is a one-stop customer-centric contact center software that provides advanced CTI solutions, fundamentally transforming traditional call centers into omnichannel and AI-enabled contact centers that support digital transformation;
• Genesys Customer Engagement Software includes all the capabilities needed to support customers, including call routing, chat, email, messaging apps, social media, screen sharing, self-service IVR, workforce optimization, analytics and reporting, all in one platform to improve customer and agent experience, operational efficiency and drive business transformation with Genesys contact center and digital engagement solutions;
• Genesys has been selected as a leader in Gartner's contact center infrastructure vendor quadrant for 23 consecutive years. More than 11,000 enterprises and government agencies from more than 100 countries trust Genesys and choose omnichannel AI-driven routing, inbound and outbound calls, recording, workforce management and other functions to improve performance and consolidate customer relationships. By integrating AI technology and human wisdom, Genesys implements a satisfactory experience that exceeds customer expectations and realizes the effectiveness of communication: direct, smooth, and skill-enhancing;
• Since its establishment in 1990, Genesys has become a leader in customer experience solutions. Genesys invented the world's first highly scalable CTI solution at the time, helping agents focus on customer needs rather than answering questions repeatedly. Today, Genesys focuses on the core of customer contact and customer experience platforms, and can easily achieve patented technology for optimized allocation, commonly known as routing, to optimally allocate all interactions, cases and back-office tasks to provide highly differentiated customer experiences and minimize operating costs. This capability of the Genesys customer experience platform is designed to provide differentiated customer experiences, thereby improving customer loyalty, reducing customer churn, increasing revenue and reducing operating costs. In 2012, Genesys' shareholders changed from Alcatel-Lucent to Permira Fund. Now, Genesys operates as an independent company, supporting users in various industries to provide continuously evolving customer experiences.

Genesys Products

1. Genesys CloudCX

Deliver personalized experiences on the channels of your customers’ choice, and give your team the tools to make every minute count.

2. Genesys MulticloudCX

Genesys MulticloudCX™ provides choice and control through on-premises deployment, private cloud and public cloud options. Designed with the world’s largest brands in mind, Genesys MulticloudCX combines intelligent channel routing with advanced outbound and self-service capabilities.

3. GenesysDX

Bring human intuition to every digital interaction with GenesysDX™, the future of always-on digital customer engagement. This AI-driven platform makes it quick and easy to design and deliver self-service experiences that wow your customers.

performance

1. Call Center Software

Run your contact centre with software that makes great customer experience easy.

2. Email

Give customer emails the attention they deserve with better management tools.

3. Chat

Make your website a conversation starter with live chat and solve issues in real time.

4. Messaging

Keep the (two-way) conversation going on your customers’ favorite messaging apps.

All features

5. Chatbots

Give your customers 24/7 self-serve assistance with intelligent automation.

6. Voice Machine

Build better bots with natural language understanding for smart self-service.

7. Integrations and Apps

Craft a custom call centre with apps and integrations.

8. Automatic routing

Harness the power of your data with predictive routing.