Genesys Review 2021: Alternatives, Pricing, Features

Phil Strazzulla, HR Tech Expert
October 14, 2020

Genesys uses automation to simplify the customer experience, even providing client self-serve capabilities.

What's Inside

Genesys Review

Genesys offers customer experience and contact center solutions to mid-sized and large businesses. Its omnichannel support combined with its AI-powered analytics facilitate customer engagement, feedback collection, and insights extraction.

Genesys automates customer support with its AI-powered chatbot, voicebot, and speech-enabled IVR, enabling customers to self-serve and significantly decreasing your ticket volume. It also offers features that enhance your team’s performance including agent coaching, support gamification, workforce management, resource management, and quality assurance.

Among Genesys’ features are Customer Journey Management and Predictive Web Engagement that allow you to make data-driven decisions to drive satisfaction rate and improve customer experience.

Genesys Customers

AXA, BBVA, eFinancial, Ethiopian Airlines, Lenovo, Microsoft, PayPal, Quicken, Singapore Airlines, Swisscom, TechStyle, Ticketmaster, Vodafone, Vivo, Whirlpool.

Genesys Stats

  • 400% increase in digital sales
  • 25% increase in agent productivity
  • 100% ROI in < 3 months

Genesys Resources

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Key Genesys Features

  • Customer self-service (Speech-enabled IVR, Voicebots, Chatbots)
  • Chat and email, SMS and messaging apps routing
  • Voicemail
  • Quality management and compliance
  • Team communication and collaboration
  • Workforce management
  • Team performance dashboards
  • Analytics and reporting

Genesys Implementation

Genesys Customer Success

Genesys has a help center with articles, tutorials and technical documentation for customers to self-serve. Customers can also submit a support request if further help is needed.

Genesys Key Integrations

Genesys Cloud integrates with Salesforce and other CRM solutions to help you sync data seamlessly and add context to customer journeys.

What to be aware of

Genesys Pricing

Genesys has 3 pricing plans: 

  • Genesys Cloud 1: $75 per user per month
  • Genesys Cloud 2: $110 per user per month
  • Genesys Cloud 3: $140 per user per month

Besides the per-user-per-month pricing structure, Genesys also has a pay-by-the-hour pricing model for companies to pay only for the time used by logged in users, and a concurrent pricing model, which is best suited for companies with agents across multiple shifts and multiple peak times in a 24-hour period.

Genesys Alternatives

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Automated text and speech analyzing


AI-powered platform


Holistic CX platform


Strong text analytics features


Omnichannel support

Adobe Experience Manager

Content and asset management capabilities

Zoho CRM Plus

Unified experience and engagement


Robust customer support and experience management

SAS Customer Intelligence 360

Used by Fortune 100


Customizable surveys