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Genesys Review

Genesys OUR SCORE 75%
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our score 75%
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  1. What is Genesys
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Technical Specifications
  6. Available Integrations
  7. Customer Support
  8. Pricing Plans
  9. Other Popular Software Reviews

What is Genesys ?

Genesys is a customer service software solution that incorporates a variety of features that allow businesses to manage customer journeys across different channels simultaneously. With this tool, enterprises can have improved call management, faster call resolution times, and improved call routing capabilities. The vendor offers users with three options–the PureCloud Platform, the PureConnect Platform, and the PureEngage. The latter platform is specifically designed for large-scale businesses and offers a combination of top-notch intelligent routing, real-time contextual journeys, and digital transformation. PureConnect, on the other hand, is made specifically for medium- to large-scale business. It allows users to connect with their customers over social media, text, chat or over phone seamlessly.

Product Quality Score

Ease of use
Customer support
Value for money

Genesys features

Main features of Genesys are:

  • Cloud-based deployment
  • Contact Center platform
  • Local telephony connection delivery
  • Real-time performance
  • Operational monitoring
  • Analysis
  • Integrated self-service
  • Cross-channel data services
  • Workforce Optimization
  • Workforce Management
  • Enterprise contact center
  • Unlimited agent deployments
  • VoIP Gateways, SBCs, and handsets
  • Inbound and outbound support
  • Bundled telecommunications services
  • Out-of-box CRM integration
  • Built-in support for remote workers

Genesys Benefits


The main benefits of Genesys are its easy communication capabilities, seamless integrations, valuable insights and more efficient lead generation and conversion. Here are the details:

Ease of communication with clients across channels

A business response time to a concern or queries can make or break a customer’s trust and loyalty to the brand. It is important to monitor customer issues before they go out of hand. Similarly, getting to the right prospect in a timely manner can increase the chance of turning them into paying customers. Genesys offers its users with collaboration tools and analytics that allows them to enhance customer engagement and improve overall customer experience.

Seamless integrations

Genesys customer service solution enables a team to meet or even exceed their daily KPIs, increase productivity, promote services and products, and streamline processes. Seamless integration with the customer’s CRM systems and other apps guarantee a consistent and dependable customer experience.

Offers valuable customer insights

The platform helps the users collect insights from both successful as well as unsuccessful client or customer journeys. Therefore, businesses can come up with a detailed and thorough assessment. The customer insights can be valuable in creating marketing campaigns that deliver results.

Lead generation and conversion made easier and more effective

The platform helps user access customer data that can help in creating targeted campaigns. By being able to seamlessly communicate with the prospective clients or customers from their first contact to acquisition, from offline to online, to up-sell and eventually win-back, marketing teams can enjoy a high conversion rate. Customers usually want to feel valued and marketers and business can accomplish it by keeping open communication lines and responding to any issue in real time.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android
  • Desktop

Customer types

  • Small business
  • Medium business
  • Enterprise

Support Types

  • Phone
  • Online

Genesys Integrations

The following Genesys integrations are currently offered by the vendor:

  • Mitel/Aastra
  • Avaya/Nortel
  • SAP
  • NEC
  • Intecom
  • Asterisk
  • Unify
  • KnoahSoft
  • Microsoft
  • Cisco
  • Siemens
  • Zendesk
  • Aspect
  • Skype
  • Oracle
  • IBM


Customer Support


Pricing Plans

Genesys pricing is available in the following plans:

Free trial
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