Genesys Cloud Evaluation–The Good & Dangerous

Genesys Cloud is an enterprise-level contact heart and enterprise communications platform. It’s a scalable choice for international organizations with 1000’s of staff—significantly for contact facilities that wish to provide assist through social media, texting, and net chat, along with cellphone calls. Nevertheless it comes at a premium worth level, and it’s method too difficult for smaller corporations. 

How Does Genesys Cloud Examine to the Finest Name Middle Software program?

Nextiva is our favourite name heart software program in the marketplace. It gives options for each enterprise measurement, from model new groups to midsize or enterprise facilities that span the globe. RingCentral is a good alternative for midsize name facilities in search of superior workforce administration and optimization options.

Genesys Cloud is much extra superior than most name heart software program, together with Nextiva and RingCentral. Nevertheless it’s priced considerably larger, and it’s positively extra of an enterprise-grade answer. 

You need to think about Genesys Cloud if you have already got over 1,000 staff throughout a number of contact heart areas. However Nextiva or RingCentral are a greater place to start out for those who’re not there but.

Try our full listing of the greatest name heart software program to study extra about extra choices. 

Genesys Cloud: The Good and The Dangerous

Genesys Cloud is thought for its superior options, scalability, and centralizing communication throughout a number of channels. It’s extremely versatile, and even comes with built-in features for workforce collaboration and workforce administration. 

Simply be forewarned that it’s costly and considerably difficult. There are just a few sales-specific points to concentrate on, and it’s possible you’ll must depend on a third-party supplier to help along with your setup.

The Good

Superior options: To say that Genesys Cloud is a robust answer can be drastic understatement. It’s one of the superior enterprise communication instruments in the marketplace, loaded with each characteristic or functionality you would think about. It’s a unified communications software that comes with predictive routing, ACD, speech-enabled IVR, self-help bots, voicebots, predictive engagement—the listing goes on and on. 

Extremely scalable: Huge manufacturers with a worldwide viewers depend on Genesys Cloud as a contact heart and enterprise communication platform. From airways with over 20,000 staff to healthcare corporations with practically 400,000 members, Genesys is constructed to scale irrespective of what number of brokers, staff, or clients you’ve. Genesys Cloud powers over 45 million conversations daily. 

Omnichannel assist: Past cellphone assist, Genesys Cloud helps you to run a contact heart through chat, textual content, social media, and net messaging—all below one roof. This offers your present and potential clients extra choices to contact you, whereas offering your brokers with a unified platform that brings all of these conversations collectively in a single place. 

Constructed-in workforce engagement administration (WEM): Choose plans include an entire WEM platform, which may help enhance your worker retention charges whereas managing your assets successfully. This can be a essential characteristic for bigger organizations that will in any other case must get such a a software elsewhere. However by pairing it along with your contact heart answer, you get added advantages like agent sentiment evaluation, high quality assurance, and compliance options, all in the identical place. 

Built-in agent collaboration instruments: Genesys Cloud doubles as an inner communication platform. Your contact heart brokers and your entire group may have entry to options like video chat, display sharing, doc administration, workforce chat, and extra. It brings your entire inner and exterior communication wants collectively below, as an all-in-one answer. 

Versatile and customizable: Genesys is strong sufficient out-of-the-box with its native elements. However when you have inner IT assets and wish to do extra, its potentialities are actually limitless. Because of the cloud-first ecosystem, open APIs, and huge companion community, you possibly can absolutely customise Genesys to suit your distinctive wants. You possibly can hold your personal service, embed it on net apps, and join it with over 350+ pre-built integrations. 

The Dangerous

Costly: The beginning worth of Genesys Cloud is 4-5 occasions larger than different enterprise communication instruments in the marketplace. To unlock all the platform’s capabilities, together with AI add-ons, you would be spending upwards of $200 monthly per consumer. These charges aren’t an choice for a lot of companies. 

Too advanced for smaller companies: Even for those who’re a smaller firm with deep pockets, Genesys is probably going too difficult to assist your wants. You might make it work and configure it for a small workforce, however there’s no purpose to take action when there are far easier options in the marketplace. 

Some points for gross sales groups: Genesys Cloud can be utilized for a variety of use instances, together with inbound and outbound gross sales. However there are a number of buyer critiques pointing to some sales-specific issues with the platform. For one, the agent capabilities accessible inside Genesys Cloud don’t lengthen to the Salesforce-embedded app. Different clients talked about that the gross sales leaderboard characteristic doesn’t at all times work as marketed, and misses some calls within the standings. 

Could require third-party setup and assist: Many companies use a third-party supplier within the Genesys companion listing to deploy the system. These providers are generally used for setup, configuration, outsourced coaching, consulting, gadget pairing, infrastructure design, provisioning—principally every part that will usually be supplied instantly by the platform. Your choices right here will range relying in your location, and there’s some inconsistencies between what’s supplied and supplied by totally different corporations within the companion community. 

Genesys Cloud’s Noteworthy Options

AI-Powered Voicebots

Genesys is among the solely contact heart options we’ve seen that makes use of AI voice to automate and drive caller interactions. It’s one factor to grasp what callers are saying after which route them to the suitable division (a lot of instruments do that), however these bots really converse along with your clients. 

It’s powered by pure language understanding (NLU) and voice recognition, which is designed to grasp the caller’s intent to allow them to rapidly reply questions. These bots can be utilized to interchange the necessity for human interplay each time essential. But when the bot can’t serve the caller, they will merely route them to the correct agent or division. 

When escalated or handed alongside to a human agent, the AI routinely gives contextual info and particulars from the decision. So callers received’t must repeat themselves after they’re linked to an actual individual. 

Automated Name Distribution (ACD)

You have got a number of totally different routing choices at your disposal when with Genesys. You might simply use fundamental ACD to maintain issues easy—by sending incoming calls or digital interactions to brokers who’ve been idle the longest. Or you possibly can simply route calls to the primary accessible agent.

Past the fundamentals, Genesys Cloud has a number of superior ACD choices to contemplate as properly. Choices embody most well-liked agent routing, data-based routing, conditional routing, dynamic agent routing, and extra. These choices may help you meet SLAs or be certain that incoming interactions are routed to folks with the correct talent units. If the identical agent is offered, you possibly can even arrange your ACD to route calls or messages to somebody who has handled this buyer prior to now. 

General, this is among the most superior ACDs we’ve seen in the marketplace. 

Speech-Enabled IVR

Much like the ACD and call-routing capabilities, the interactive voice response (IVR) supplied by Genesys is extra superior than many others you’ll discover. It’s way more superior than a easy auto-attendant, as this IVR makes use of speech recognition to make sure conversations really feel extra pure.

They’re extremely personalised and adaptive—supporting a buyer’s journey throughout totally different channels. This characteristic accomplishes a number of issues concurrently. It reduces agent workload, will increase workforce productiveness, and helps present buyer self-service whereas eliminating the necessity for a receptionist. 

You may as well present clients with a visible IVR, which has a touchscreen navigation component. It’s a bit extra personalised and clients aren’t pressured to recollect the menu choices. 

Internet Messaging, SMS, E mail, and Social Media Assist

That is an space the place Genesys actually shines, and it’s one of many primary explanation why so many giant companies join a Genesys Cloud that features digital communication channels. 

You possibly can in the end present inbound assist and even outbound gross sales through net chat, e-mail, textual content messaging, and social media. The character of Genesys Cloud is so customizable that you may embed totally different chat containers and widgets on web sites and apps. And since every part is centralized and asynchronous, a buyer who reaches out through Fb after which once more by your web site received’t must repeat their query—every part is compiled in a steady dialog. 

On the agent facet, all of that is introduced into one unified view. Clients may even let brokers see their screens in real-time for a co-browsing expertise, serving to to supply white-glove assist and guided help. 

Inbound/Outbound Mixing

That is one other distinctive characteristic that we don’t usually see from contact heart options. Genesys Cloud helps blended brokers—which means you possibly can arrange your contact heart workers to deal with each inbound and outbound communication capabilities. 

One agent can subject incoming calls and reply to inbound social media messages whereas concurrently chatting with somebody reaching out through reside chat in your web site. If none of this stuff are occurring, that very same individual also can dial out to succeed in a possible lead. 

This helps you maximize how your brokers spend their time, whereas getting every part you want from the identical platform. With different instruments in the marketplace, you’ll must get a number of merchandise for inbound cellphone assist, omnichannel communication, and gross sales dialing. However Genesys has all of it. 

Genesys Pricing, Plans, and Add-Ons

There are 5 totally different Genesys Cloud plans to select from. Let’s take a more in-depth take a look at every one beneath.

• Genesys Cloud 1 (Voice) — $75 per consumer monthly
• Genesys Cloud 2 (Digital) — $95 per consumer monthly
• Genesys Cloud 2 (Digital + Voice) — $115 per consumer monthly
• Genesys Cloud 3 (Digital + WEM) — $135 per consumer monthly
• Genesys Cloud 3 (Digital + Voice + WEM) — $155 per consumer monthly

These are the usual charges charged per consumer, billed yearly. Nevertheless, you can too inquire about per-hour pricing when you have contact facilities with part-time workers. Genesys additionally has a concurrent pricing mannequin the place you possibly can pay for simultaneous customers working throughout a number of shifts inside a 24-hour interval. 

Most companies begin with the Cloud 2 (Digital + Voice) tier. It’s a good worth when you think about the price of getting these instruments individually prices $170, however the bundled fee is $115. 

Plus, utilizing such a sophisticated platform like Genesys Cloud for voice-only doesn’t appear logical. The entire level of going this route is to faucet into superior capabilities, which you’ll get with the digital communications platform—overlaying net messaging, SMS, e-mail, social media, and extra. 

We usually received’t suggest any of the choices that don’t embody voice. Whereas there are some potential use instances for this, the value for Genesys Cloud with out voice capabilities simply isn’t price it. You might use different omnichannel assist platforms and pay much less for an easier deployment. 

You possibly can optionally buy the AI Expertise add-on for $40 per consumer monthly with any plan. This offers you entry to predictive engagement, voice bots, predictive routing, automation instruments, and real-time contextual insights for brokers. 

Is Genesys Proper for You?

Genesys is a stable alternative for giant enterprises. In case you have 1,000, 10,000 and even 20,000 staff, Genesys Cloud is superior and scalable sufficient to assist your wants as a contact heart and inner communication software. 

It really works rather well for offering omnichannel communication through cellphone, SMS, reside chat, e-mail, and social media. The software program centralizes all of those totally different channels in a single place, so it’s a seamless transition in your brokers, and clients can join with you thru their most well-liked channels. 

You may additionally wish to think about Genesys if you need superior AI and automation options. It comes with unbelievable AI-powered voice bots and self-help automations to supply buyer assist with none human interplay. 

With that mentioned, there’s no purpose to contemplate Genesys when you have a small enterprise. Even bigger organizations and scaling midsize organizations can discover a more cost effective and easier answer elsewhere, with out sacrificing any superior options that you just’ll really need. 

Should you don’t have the funds upwards of $90,000 or much more yearly on a name heart answer, there are many viable options to contemplate. 

You may use Genesys Cloud as a voice-only name heart (there’s a plan for this). Nevertheless it’s a lot better when paired with different communication choices. So for those who simply want conventional calling capabilities in your name heart, we advise you to look elsewhere. 

Study extra about Genesys Cloud right here, and discuss with our critiques of the greatest name heart software program to see the opposite instruments that we suggest.