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    Genesys

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    Sold by: Genesys 
    Vendor Insights
    Genesys is a global cloud leader in customer experience orchestration. We help companies transform the contact center into an experience center by harnessing the power of the cloud, digital, and AI technologies, to orchestrate people-centered customer and employee experiences at scale.

    Overview

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    The experiences you create are just as important as the products and services you sell. But most customer journeys are designed around business processes, not people and how they engage in today's digital world.

    Legacy systems and processes, data silos and shadow IT have led brands to become disconnected from the experiences they deliver. With Genesys cloud contact center solutions, you can evolve from siloed customer interactions to end-to-end customer journeys that are orchestrated across channels. More than 4,000 companies have migrated their contact center to the cloud with Genesys.

    Genesys Cloud CX is an all-in-one composable CX platform built on AWS. The microservices-based architecture, API-first development, open data, and AI give you rapid innovation, agility, and resilience to optimize your CX tech stack. Mix and match innovative productized capabilities - Core, Digital, AI, WEM - or leverage our expansive marketplace and ecosystem to bring your CX vision to life.

    With Genesys, you can connect context across channels to deliver proactive, predictive, and hyper-personalized experiences that deepen the customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

    For custom contract terms, packages, pricing, or additional features please contact awssales@genesys.com .

    Highlights

    • Genesys Cloud CX is an all-in-one composable cloud contact center SaaS solution. It unifies customer and agent experiences across phone, email, chat, text and social channels.
    • Pointilist Customer Journey Management helps customer-centric organizations deliver experiences that anticipate each customer's needs by recognizing their preferences, prior experiences, and current goals.
    • Genesys Cloud EX enables organizations to transform their approach to employee engagement and deliver new levels of efficiency and effectiveness through Unleashing Employee Superpowers.

    Details

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    Features and programs

    Vendor Insights

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    Pricing

    Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for any usage exceeds the entitle amount or not covered in the contract. These charges will be applied on top of the contract price. If you choose not to renew or replace your contract before it ends, access to your entitlements will expire.

    12-month contract (3)

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    Dimension
    Description
    Cost/12 months
    Genesys Cloud 3 Ent
    GC3 500 Agent Enterprise Commitment
    $840,000.00
    Pointilist by Genesys
    Basic Enterprise
    $250,000.00
    Genesys EX
    Genesys Cloud EX Voice Only
    $1,080.00

    Additional usage costs (2)

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    The following dimensions are not included in the contract terms, which will be charged based on your usage.

    Dimension
    Cost/unit
    Usage based charges for Core Service Usage and Overage
    $0.01
    Usage based charges for Telephony and Carrier Services
    $0.01

    Vendor refund policy

    As set forth in the terms or as required by law.

    Legal

    Vendor terms and conditions

    Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .

    Content disclaimer

    Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

    Usage information

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    Delivery details

    Software as a Service (SaaS)

    SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.

    Support

    Vendor support

    Genesys Cloud Customer Care is focused on your experience through a global, live answer 7X24 Genesys Cloud Customer Care model.

    AWS infrastructure support

    AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.

    Product comparison

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    Updated weekly
    By Genesys
    By Talkdesk
    By Zendesk

    Accolades

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    Top
    10
    In CRM, Contact Center
    Top
    25
    In Contact Center
    Top
    10
    In Contact Center, CRM, IT Business Management

    Customer reviews

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    AI generated sentiment from actual customer reviews on AWS and G2
    Positive reviews
    Mixed reviews
    Negative reviews

    Overview

     Info
    AI generated from product descriptions
    Composable Architecture
    Microservices-based architecture, API-first development, and open data that enable rapid innovation, agility, and resilience to optimize the customer experience technology stack.
    Omnichannel Capabilities
    Unifies customer and agent experiences across phone, email, chat, text, and social channels.
    Pointilist Customer Journey Management
    Helps customer-centric organizations deliver experiences that anticipate each customer's needs by recognizing their preferences, prior experiences, and current goals.
    Employee Engagement and Productivity
    Transforms the approach to employee engagement and delivers new levels of efficiency and effectiveness through Unleashing Employee Superpowers.
    Cloud-based Platform
    Genesys Cloud CX is an all-in-one composable cloud contact center SaaS solution built on AWS.
    Omnichannel Engagement
    Provides applications for omnichannel engagement to deliver a better way to achieve great customer experiences
    AI-Powered Solutions
    Includes AI-Powered Virtual Agents, Agent Assist, and AI Trainer to enhance self-service, agent assistance, and call analytics
    Unified Platform
    Provides a single unified platform to access and view customer engagement, workforce engagement, employee collaboration, AI & knowledge, and analytics and insights
    Vertical-Specific Solutions
    Developed purpose-built industry solutions to provide industry-specific workflows, core system integrations, and intelligence built to understand industry language
    Global Footprint
    Serves customers in over 100 countries across 20 different industries and ranks #8 on the 2023 Forbes Cloud 100
    Conversational Channels
    Provide support over messaging, live chat, social, email, or voice channels to meet customers where they are.
    Unified Agent Workspace
    Manage and respond to customers from one unified workspace, with complete customer context including 1,200+ pre-built integrations.
    Automation and Intelligence
    Utilize built-in routing, workflows, and analytics to automate repetitive tasks, optimize your business, and increase agent productivity.
    Platform Integration
    Integrate with the rest of your tech stack, providing a complete view of your customer with built-in analytics and automations.
    Powered by AWS
    Leverage the power and scalability of the AWS platform to deliver reliable and secure customer service solutions.

    Security credentials

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    Validated by AWS Marketplace
    FedRAMP
    GDPR
    HIPAA
    ISO/IEC 27001
    PCI DSS
    SOC 2 Type 2
    -
    -
    No security profile
    No security profile

    Contract

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    Standard contract
    No
    No
    No

    Customer reviews

    Ratings and reviews

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    0 ratings
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    0 AWS reviews
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    4 external reviews
    External reviews are sourced from G2  and are not included in the star rating for this product.
    ale o.

    Genesys is a great work tool

    Reviewed on Nov 14, 2024
    Review provided by G2
    What do you like best about the product?
    the practicality of the platform and it is very comfortable to work with
    What do you dislike about the product?
    some of the updates and their interaction with other clients
    What problems is the product solving and how is that benefiting you?
    the comunicattion with new clients and possibles work efficency
    Retail

    A powerful workforce management tool

    Reviewed on Oct 24, 2023
    Review provided by G2
    What do you like best about the product?
    I really love the API platform and the handy user interface.
    What do you dislike about the product?
    The lack of functionnality in comparison with other solutions.
    What problems is the product solving and how is that benefiting you?
    We need to train our agents with a knowledge database to correctly respond to our customers.
    View all reviews