Genesys Contact Center as a Service (CCaaS)

Genesys is a prominent American call center software company focused on customer experience and contact center solutions for businesses ranging from mid-sized to large enterprises. Established in 1990 by Gregory Shenkman and Alec Miloslavsky, the company has a rich history of growth and evolution, including significant investments and acquisitions that have expanded its market presence globally. Genesys was acquired by investment firms Permira Funds and Technology Crossover Ventures in 2012. With its headquarters in Menlo Park, California, and offices worldwide, Genesys provides call center software to organizations across various regions to enhance customer interaction and service delivery.

Genesys offers a wide array of products and services designed to optimize customer experience across multiple channels. The company's portfolio includes Genesys Cloud CX, an all-in-one cloud contact center solution built on a powerful AI-driven experience orchestration platform. This platform is renowned for its ability to enable personalized and empathetic customer interactions at scale, fostering better loyalty and business outcomes. Additionally, Genesys provides Genesys Multicloud CX, Genesys Cloud CX, PureConnect, and Genesys DX among others. These products cater to diverse customer experience management needs, from multi-cloud call center software deployed on major public cloud platforms to predictive digital customer engagement software harnessing artificial intelligence. Genesys's solutions support seamless, fluid customer interactions across various channels, driving stronger workforce engagement, efficiency, and operational improvements within organizations.

Genesys.com is a leading provider of contact center solutions that offer a comprehensive set of features and capabilities designed to enhance customer experience and operational efficiency. Features of the genesys.com contact center software include:

1. **Artificial Intelligence and Automation**: Genesys integrates AI across its platform to automate and optimize customer interactions and backend processes. Key AI-driven features include Agent Assist, Chatbots, and Virtual Assistants, which help in managing conversations across different channels and assist agents by providing them with real-time information and suggestions.

2. **Omnichannel Customer Engagement**: The platform delivers seamless omnichannel customer engagement by enabling businesses to connect with customers across various communication channels.

3. **Predictive Engagement and Routing**: Through predictive engagement, Genesys leverages data analytics to foresee customer needs and behaviors, allowing businesses to proactively engage with customers in a more personalized way. Predictive routing intelligently matches customers with the best available agent, improving resolution times and customer satisfaction.

4. **Knowledge Management Tools**: These tools assist in organizing and managing informational content, enabling agents to quickly find answers to customer questions.

5. **Genesys Cloud CX**: Highlighted for its global availability, the Genesys Cloud platform emphasizes flexibility, rapid deployment of innovations, and transparent, scalable pricing. It supports businesses in quickly adapting to changes and scaling operations without the worry of maintenance fees or unexpected costs. The platform offers a range of features, including AI/Machine Learning, API access, comprehensive activity tracking, and customizable alerts and notifications.

6. **Transparent Pricing Models**: Genesys Cloud CX has relatively simple and transparent pricing, which offers different license tiers designed to meet various business needs. This allows businesses to scale their operations and pay only for what they use without commitments that could lead to unplanned expenses.

7. **Comprehensive Feature Set**: From access controls and permissions to an activity dashboard, alerts, and escalations, Genesys offers an extensive suite of features that cater to the nuanced needs of modern customer service and support operations, ensuring that businesses are equipped to deliver superior service quality.

For businesses evaluating contact center solutions, Genesys.com provides a robust, AI-driven platform designed for enhancing customer interactions and service delivery across multiple channels, backed by flexible and transparent pricing models.

Genesys.com offers a range of pricing options for its products, specifically for its Genesys Cloud CX platform. The pricing editions are designed to accommodate different business needs, sizes, and budgets. There are three main pricing plans:

1. **Genesys Cloud 1**: Priced at $75 per agent, per month. The Cloud 1 plan includes essential features such as speech-enabled IVR, voicebots, inbound voice routing, voicemail, basic outbound campaigns, unified communications, interaction recording, access to AppFoundry marketplace, platform APIs, real-time and historical views, and historical reporting and performance dashboards. This plan is recommended for call centers looking for an affordable yet effective way to handle simple customer cases.

2. **Genesys Cloud 2**: Priced at $110 per agent, per month. This plan builds upon the offerings of Cloud 1 with additional features like chatbots, unlimited chat and email routing, callback (IVR & web), advanced outbound campaigns, inbound/outbound blending, and quality management and compliance. The Genesys Cloud 2 plan is ideal if your agents are overwhelmed with calls or if you seek a more efficient way to manage common inquiries.

3. **Genesys Cloud 3**: The most advanced plan, priced at $140 per agent, per month. It encompasses all features included in Cloud 1 and Cloud 2, plus additional capabilities to support a comprehensive customer support operation. Features such as co-browse and screen share, SMS and messaging apps routing, screen recording, and workforce management are included. This plan is suited for businesses aiming to provide real-time, interactive, and personalized customer support.

All plans are billed annually, and there is no free plan available. However, prospective users can evaluate the software with a 30-day free trial. The Genesys Cloud platform requires a minimum commitment of $2,000 per month. This pricing structure is designed to offer flexibility, allowing businesses to scale and pay based on usage, without maintenance fees or unplanned commitments.

Some customers of Genesys.com include:

- Beyond Bank: Activated new AI capabilities to streamline call handling and improve service.

- APAC National Domestic Violence Hotline: Transformed service to survivors and enabled workforce mobility through cloud and AI innovation.

- Schneider Electric: Transformed customer experience while optimizing operational efficiency worldwide.

- Tokio Marine Management Australasia: Delivered superior customer experience with leading cloud technology.

- NSW Department of Communities and Justice: Implemented an agile cloud solution to empower agents for same-day customer outcomes.

- Ignite Travel Group: Took customer experience to the cloud and mobilized for international expansion.

- Nordea Bank: Innovated to grow digital connections, enabling customers to make contact on their terms.