Genesys Cloud
by Data Direct Group
by Data Direct Group
Profile Information Last updated on: 28 August 2024
Profile Information Last updated on: 28 August 2024
by Data Direct Group
by Data Direct Group
Profile Information Last updated on: 28 August 2024
Profile Information Last updated on: 28 August 2024
Genesys Cloud is an all-in-one cloud contact center solution that unifies customer and agent experiences across various channels such as phone, email, chat, text, and social media. It’s designed to anticipate needs and respond so fully that customers feel pleased with every interaction. The platform is used by thousands of businesses globally to provide effortless, empathetic experiences. Genesys Cloud is built on top of Amazon Web Services (AWS) and uses a distributed cloud environment that provides secure access to organizations around the world with a marginal IT footprint. It integrates various layers of service for a unified experience. The Genesys Cloud Platform provides the core architecture for all other services, including all of the APIs that power the browser, mobile, desktop, and telephony applications. The platform offers a wide range of services including omnichannel communications, data analytics, workforce management, and more. It features an intuitive design for effortless experiences and can be configured as needed without requiring technical expertise. It also oversees customer experiences and workforce engagement management (WEM) with ease.
Genesys Cloud uses AI to free agents from routine tasks and provide valuable insights from data, offering a future-proof platform with native components, a partner ecosystem, and open APIs. Genesys Cloud stands out in the customer experience management industry due to its comprehensive features, including call routing, IVR, workforce optimization, and analytics. Its flexibility and scalability make it an ideal choice for businesses of all sizes, from small startups to large enterprises. Genesys Cloud's strong integration capabilities allow businesses to customize their solution with third-party applications and platforms. Its intuitive and user-friendly interface enhances agent productivity and efficiency.
Seller
Data Direct Group
HQ Location
Menlo Park, CA
Company Website
https://www.genesys.com/
Contact
+1 8884363797
Year Founded
1990
AI/Machine Learning
Access Controls/Permissions
Alerts/Notifications
Speech-enabled IVR
Voicebots
Chatbots
Inbound voice routing (ACD)
Voicemail
$ 75
per User per Month
$ 115
per User per Month
$ 154
per User per Month
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Where in GCC does Genesys Cloud have offices?
Genesys Cloud has offices in the Gulf Cooperation Council (GCC) region, specifically in the following locations:
Riyadh, Saudi Arabia: Genesys has recently expanded its presence in Saudi Arabia by opening a new office located in Home Offices in the heart of Riyadh.
Who are Genesys Cloud customers in the Middle East?
Leading UAE Retailer: A privately held luxury goods retailer and distributor headquartered in Dubai, UAE. This company is one of the largest retail operators in the Middle East and has improved its Genesys Cloud Contact Center stability through managed services.
Government Entities in the UAE: Various government departments in the UAE, such as the Ministry of Justice and Dubai Civil Defense, utilize Genesys Cloud to enhance their customer service and operational efficiency.
Financial Services, Oil and Gas, Healthcare, and Travel Sectors: Genesys Cloud powers customer experiences for organizations in these major sectors across the Middle East.
What is Genesys Cloud local address?
The local address for Genesys Cloud in the GCC region is:
Dubai, United Arab Emirates:
Genesys Office: Dubai Internet City, Building 1, 3rd Floor Office 306
Additionally, Genesys has expanded its presence in Saudi Arabia:
Is Genesys Cloud platform available in Arabic?
Yes.
Does Genesys Cloud platform use AI?
Yes, the Genesys Cloud platform uses AI extensively to enhance its customer experience and contact center solutions. Here are some specific areas where AI is utilized within the Genesys Cloud platform:
Personalized Customer Interactions: Genesys Cloud employs AI to deliver personalized experiences at scale across various channels, including chat, email, messaging, voice, social, and text. This helps in making every interaction personal and empathetic, improving customer satisfaction and loyalty.
Automation and Efficiency: AI is used to automate routine tasks and processes, which increases efficiency and reduces operational costs. For example, AI-driven chatbots and virtual assistants can handle common customer inquiries, freeing up human agents to focus on more complex issues.
Predictive Engagement: The platform uses predictive analytics and machine learning to anticipate customer needs and behaviors, enabling proactive engagement. This includes predicting the best time to contact customers and the most effective communication channels to use.
Sentiment Analysis: AI-driven sentiment analysis helps in understanding customer emotions and feedback in real-time, allowing businesses to respond appropriately and improve the overall customer experience.
Workforce Optimization: AI is also used for workforce management, including forecasting demand, scheduling staff, and optimizing resource allocation to ensure that the right number of agents are available at the right times.
What AI does Genesys Cloud use? Chat GPT, etc.
Conversational AI: This includes chatbots and voicebots that can handle customer interactions across multiple channels (chat, voice, messaging). These bots use natural language processing (NLP) and natural language understanding (NLU) to understand and respond to customer queries.
Generative AI: Genesys Cloud incorporates generative AI capabilities, such as auto-summarization in Agent Assist, which helps agents by automatically summarizing conversations and reducing post-interaction work.
Predictive AI: This includes predictive engagement and predictive routing. Predictive engagement analyzes visitor behavior on websites to personalize interactions, while predictive routing uses machine learning to match customer interactions with the best available agents based on various performance indicators.
Agent Assist: This feature uses AI to provide real-time support to agents by suggesting responses, surfacing relevant knowledge base articles, and automating routine tasks. It leverages both conversational and generative AI to enhance agent productivity and customer service quality.
Sentiment Analysis and Empathy Detection: These AI capabilities analyze customer interactions to gauge sentiment and emotional tone, helping agents respond more empathetically and appropriately.
Speech and Text Analytics: AI-driven analytics tools transcribe and analyze voice and text interactions to provide insights into customer behavior and agent performance, facilitating continuous improvement.
Is Genesys Cloud a Web3 company?
No.
Are there any Web3 components?
Genesys Cloud does not primarily position itself as a web3 company, but there are some indications that it has explored or integrated certain web3 components. Here are the relevant details:
Blockchain and Decentralized Technologies: While Genesys Cloud itself is not a web3 platform, there are indications that Genesys as a broader entity has explored blockchain and decentralized technologies. For instance, the Genesys Blockchain initiative combines DeFi blockchain technology and community solutions to create scalable and low-cost web3 products and services for crypto transactions and NFTs.
Web3 Solutions: Genesys Growth, a part of the Genesys ecosystem, has developed web3 solutions such as an NFT campaign launcher, customized crypto-wallet, and high-performance, low-cost cloud hosting IaaS.