Genesys Expert Review, Pricing, Alternatives - 2022
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.
AXA, BBVA, eFinancial, Ethiopian Airlines, Lenovo, Microsoft, PayPal, Quicken, Singapore Airlines, Swisscom, TechStyle, Ticketmaster, Vodafone, Vivo, Whirlpool.
- 400% increase in digital sales
- 25% increase in agent productivity
- 100% ROI in < 3 months
- Customer self-service (Speech-enabled IVR, Voicebots, Chatbots)
- Chat and email, SMS and messaging apps routing
- Quality management and compliance
- Team communication and collaboration
- Workforce management
- Team performance dashboards
- Analytics and reporting
Genesys Cloud integrates with Salesforce and other CRM solutions to help you sync data seamlessly and add context to customer journeys.
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 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.