Genesys
Brief
Genesys Contact Centre Software is a leading provider of omnichannel customer experience solutions, trusted by over 11,000 companies across more than 100 countries. Their cloud-based platform, Genesys Cloud CX, enables businesses to deliver personalized, AI-driven experiences for customers and employees daily.
Key Benefits
Omnichannel customer experience
AI-powered personalization
Improved agent productivity
Significant ROI
Scalable solution
Unified platform
Workforce engagement
Industry leadership
Pros
All-in-one customer engagement platform
Scalable for various business sizes
Omnichannel experience
Easy third-party integrations
Advanced analytics
AI-driven automation
Customizable
Cons
Occasional technical issues
Inconsistent customer support
Limited customization in lower-tier plans
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Integrations
CRM systems: Salesforce, Microsoft Dynamics, Zendesk, SAP, Oracle
Workforce management: Verint, Calabrio, Teleopti, Aspect
Collaboration tools: Microsoft Teams, Slack, Zoom
Business intelligence: Tableau, Power BI, QlikView
AI and chatbots: Google Dialogflow, IBM Watson, Amazon Lex
Speech analytics: CallMiner, Nexidia
Electronic media: Facebook, Twitter, LinkedIn, Instagram.
E-commerce platforms: Shopify, Magento, WooCommerce
Cloud platforms: AWS, Microsoft Azure, Google Cloud Platform
APIs and SDKs: RESTful APIs, JavaScript SDKs, .NET SDKs
Product Updates
Improved AI capabilities
Increased integrations
Expanded customization options
Enhanced security
