Genesys Expert Review, Pricing, Alternatives - 2022

Huda Idris
Technical writer, HR software advisor, and marketing strategist
May 16, 2022
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Genesys Versus the competition

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.

Pros
Cons

Genesys Review

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.

Who shouldn't buy Genesys

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 Key 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 Key Integrations

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

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.

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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.

About Genesys

Genesys Alternatives

Zendesk is a well-known provider in this space. They combine customer support and experience management in one platform that's robust, scalable, and user-friendly.
PickFu is easy to use; you can start creating and deploying polls right away from their website, no account or membership necessary.
Aside from covering all the features you would expect from a CEM solution, Medallia can also integrate with enterprise resource planning (ERP) systems to link financial data with customer experiences and suggest improvements accordingly.
Clarabridge is a feature-rich CEM solution. Through social media analytics, customizable surveys, intent prediction capabilities and more, you can make informed decisions driven by the voice of the customer.
Being a part of a comprehensive digital marketing suite that is the Adobe Marketing Cloud, AEM provides features for content creation, digital asset management, and form building.
SAS Customer Intelligence 360 is a part of a full marketing suite, leveraging data intelligence to let digital marketers make actionable decisions.
Zoho Corp is one of the leading providers of customer support, relationship and experience management tech. You can rely on their CRM Plus solution to deliver exceptional experiences to your customers and convert them into brand advocates.
Qualtrics is all-encompassing experience suite; companies can use it to measure and improve customers, employees, product, and brand experience.
Satmetrix allows you to bring your customers to the center of your decision-making and equips you with all the data you need to drive business performance.
Leveraging AI, Acoustic Experience Analytics (formally IBM Tealeaf) helps businesses analyze and get to the root cause of customer behavior to improve customer retention and conversion rates.
Listed in our research about the Top CEM Solutions
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