Genesys Cloud Pros & Cons
IVR is available for all plans
No outbound voice routing as a stock feature
Access to AppFoundry marketplace for free and paid apps and integrations
More expensive compared to other service providers
Offers various insights in all plans, including historical reporting and performance dashboards
Some advanced features, such as chatbots and SMS messaging, are only included in higher tiers
Who Genesys Cloud Is Best For
- Businesses needing a customizable contact center platform: Genesys Cloud allows users to build their own contact center solution, letting them select features that they need to create their blueprint. Additionally, it offers subscription pricing options to ensure that their plans match specific business needs.
Genesys Cloud Pricing
Genesys Cloud’s pricing page shows three plans with fees that start at $75 per seat, per month when billed annually, or 68 cents per hour. The only difference between the plans is access to premium features like screen sharing, unlimited chat and email routing, and chatbots. Genesys Cloud also offers a 30-day free trial.
Genesys Cloud 1
Genesys Cloud 2
Genesys Cloud 3
Businesses that need an IVR to resolve customer issues faster
Those who prefer to utilize more channels and have more engagement usage
Companies that need unlimited channel surfing
Unlimited Chat and Email Routing
SMS and Messaging Apps Routing
*Prices published by Genesys Cloud are based on an annual subscription, where fees are paid in full at the beginning of the billing cycle.
Genesys Cloud offers three subscription options to match particular business needs:
- Named user: This is best for businesses with a predictable number of agents because the plans are billed per logged-in user.
- By the hour pricing: This is designed for teams with frequent usage spikes or part-time agents because fees are based on the amount of time the software is utilized.
- Concurrent pricing: This is recommended for companies with agents who work across multiple peak times and shifts in a 24-hour period because rates are based on simultaneous logged-in users.
Genesys Cloud Features
Genesys Cloud is a contact center software that helps agents provide excellent, personalized customer experiences. Here are some of Genesys Cloud’s most essential features.
Automatic Call Distribution (ACD)
Skills-based and intelligent routing allows automated call transferring to the appropriate agents that the customers need. Genesys Cloud’s ACD also provides agents with insights on past interactions across channels to have the context necessary for effective communications.
Personalize messages, treatments, and menus for individual customers with Genesys Cloud’s IVR, which keeps track of customer context. You may set rules based on the customer, their purpose for calling, and your contact center’s capacity.
Artificial Intelligence (AI)
Deliver personalized customer experiences and augment data and insights into customer-employee and customer-bot interactions with Genesys Cloud’s AI. This feature predicts customer’s intent and addresses issues through best-matched agents or AI-driven bots. It also allows seamless integrations with native AI functions, CRM systems, machine learning algorithms, and third-party software.
Reporting & Analytics
Utilize dashboards with up-to-date information for better decision-making and customer experience management. Comprehensive insights that are available for all users, regardless of their plans, include real-time and historical reviews, historical reporting, and performance dashboards.
Workforce Engagement Optimization
Genesys Cloud is equipped with workforce engagement features that help generate schedules and forecasts, monitor quality and performance, and empower teams. These capabilities allow supervisors to improve company operations, have a more unified team, and achieve customer satisfaction.
Genesys Cloud Alternatives 2020
Call Center Software
Teams seeking a platform with strong reporting and metric functionality
Call centers that want to customize their solution with add-on features
Call centers that want to take advantage of collaboration modules such as shared contacts
Smaller teams that want a free call center solution
Healthcare organizations that require a HIPAA-compliant phone system
Starts at $65/seat/month
Companies with an overseas business presence that need unlimited calling to 52 countries
Starts at $29.95/month for 1-4 users
Most Helpful Genesys Cloud Reviews
Most Genesys Cloud reviews found online are positive. The majority of its users are impressed with its easy-to-use, scalable, and flexible software. Many commended its comprehensive set of features and integrations with commonly used third-party software. Meanwhile, some suggested more capabilities for customizing reports, while some complained about experiencing app lags and crashes.
Impressive & easy-to-configure IVR allows utilizing desk phones from home
A user who left a positive review of Genesys Cloud on TrustRadius likes its great IVR features that are easy to set up and utilize. He also appreciates its “Bring Your Own Carrier (BYOC)” capability for phone lines and the allowed usage of desk phones from home as part of its private branch exchange (PBX) or contact center.
Application bugs & crashes are experienced sometimes
One user shared on Capterra that the application sometimes crashes or displays a blank screen. He added that, based on his experience, its customer support team’s performance isn’t as good as expected.
Genesys Cloud Frequently Asked Questions (FAQs)
Does Genesys Cloud offer a demo?
Yes, it does. If you are interested, you may visit its website and submit your email address to request a demo. The demonstration aims to show call center basics, the latest contact center technologies, and more.
Will Genesys Cloud help me set up and implement its software?
Yes. All plans include access to a Customer Success Manager who will aid and guide you through all of your customer experience transformation phases. Its Genesys Customer Success framework also offers a clear plan to help you reach your goals and tools to achieve them faster.
Is Genesys Cloud secure?
Yes, it is. Genesis Cloud complies and maintains third-party certifications with the following: Payment Card Industry (PCI), Service Organization Control (SOC) 2 Type II, International Organization for Standardization (ISO) 27001, Health Insurance Portability and Accountability Act (HIPAA), Privacy Shield, and General Data Protection Regulation (GDPR).
If you aren’t sure if Genesys Cloud is right for you, this article on the best call center phone systems is a review of our top choices. Our team looked at a variety of solutions and narrowed our recommendations based on pricing, usability, and features, such as interactive voice response, analytics, and reporting.