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Genesys- Features, Pricing & Deals

Genesys is an industry leader in customer experience (CX) and call center technology, serving over 7,500 organizations in more than 100 countries. Founded in 1990 and headquartered in Menlo Park, California, Genesys has a rich history marked by acquisitions and leadership changes that have helped it grow into a comprehensive platform for enhancing customer loyalty and business outcomes. Under the leadership of Tony Bates, the former CEO of Skype, Genesys continues to innovate in the CX space.

Genesys offers a range of products, each designed to meet the specific needs of customer experience and contact center operations. Notable products include Genesys Multicloud CX, a versatile call center software available on AWS, Azure, and Google Cloud; Genesys Cloud CX, a microservices-based, comprehensive cloud solution built on Amazon Web Services; and PureConnect, originally developed by Interactive Intelligence for managing customer interactions. Another key offering is Genesys DX, which combines CX with AI for enhanced customer engagement.

One of the standout features of Genesys is its omnichannel support, allowing seamless customer interactions across multiple channels like chat, email, messaging, voice, social media, and text. The platform leverages advanced AI to deliver personalized experiences at scale, featuring tools such as Agent Copilot and Genesys Predictive Routing. Additional capabilities include unified communications and collaboration, workforce engagement management (WEM), competitive digital-only licenses, and flexible licensing models to suit various business needs.

Genesys is designed to be flexible and customizable, offering a fair use policy that accommodates most usage needs with options for additional resource consumption at competitive rates. The company also provides a fully automated free trial and comprehensive support through its My Support portal, which includes documentation, FAQs, and multiple contact options.

While specific pricing details are not listed on their website, Genesys offers tailored pricing models that can be discussed with their experts to better fit each organization’s unique needs. With its advanced features and commitment to enhancing customer interactions, Genesys remains a trusted choice for businesses looking to optimize their customer service operations.

Features

  • Genesys Multicloud CX: Formerly known as Genesys Engage and PureEngage, this multicloud call center software is available on AWS, Azure, and Google Cloud, and can be deployed in both public and private cloud settings.
  • Genesys Cloud CX: Previously known as PureCloud, this microservices-based software built on Amazon Web Services provides a comprehensive cloud-based solution for customer experience management.
  • PureConnect: Originally developed by Interactive Intelligence, this customer experience management software is designed specifically for contact centers.
  • Genesys DX: Predictive digital customer engagement software that combines CX with artificial intelligence to enhance customer interactions.
  • Omnichannel Support: Supports multiple channels including chat, email, messaging, voice, social, and text for seamless customer interactions across various touchpoints.
  • AI-Powered Experience Orchestration: Leverages AI to deliver personalized experiences at scale, including features like Agent Copilot, Genesys Predictive Routing, Genesys Predictive Engagement, and various AI-driven bots.
  • Unified Communications and Collaboration: Integrates with popular UCaaS solutions like Microsoft, Zoom, and 8Γ—8, providing unified communications and collaboration capabilities.
  • Workforce Engagement Management (WEM): Available as an add-on, helps manage and optimize workforce performance within contact centers.
  • Digital-Only Licenses: Offers competitive digital-only licenses for companies operating in a digital-only environment, such as Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital.
  • Flexible Licensing Models: Supports both named user and concurrent user license models, allowing businesses to choose the model that best fits their needs, though these models cannot be mixed.
  • Fair Use Policy: Includes minutes for bringing your own carrier, data storage, basic routing/IVR minutes, API calls, voice transcription minutes, and SMS messages within a fair use policy, with additional use available at competitive rates.
  • Free Trial and Support: Offers a fully automated free trial and comprehensive support through its My Support portal, including documentation, FAQs, and contact options for product support.

Pricing

  • Named User Licenses: Each named user can access the software at any time. For example, if 100 people need access, 100 named user licenses are required.
  • Concurrent User Licenses: These allow a specified number of users to access the software simultaneously. For instance, if only 50 out of 100 users will use the software at the same time, 50 concurrent user licenses would be needed. Concurrent user licenses are charged at a premium.
  • Genesys Cloud Packages: Various packages (GC1, GC2, GC3) with different levels of features and capabilities. Specific features and pricing for each package can be discussed with a Genesys pricing expert.
  • Fair Use Policy: Includes minutes for bringing your own carrier, data storage, basic routing/IVR minutes, API calls, voice transcription minutes, and SMS messages when using third-party SMS services. Additional usage beyond the fair use policy is available at competitive rates.
  • Add-ons: Additional capabilities such as digital, workforce engagement management (WEM), and other specialized features can be added to the base licenses. These add-ons are available for subsets of users and are priced separately.
  • AI Experience Tokens: Advanced AI solutions like Agent Copilot, Genesys Predictive Routing, Genesys Predictive Engagement, and bots require AI Experience tokens. These tokens are included with every Genesys Cloud CX package, but additional tokens can be purchased.
  • Unified Communications and Collaboration: Genesys offers unified communications and collaboration services, including integrations with popular UCaaS solutions like Microsoft, Zoom, and 8Γ—8. Pricing for these services is not detailed and would need to be discussed with a Genesys expert.
  • To obtain specific pricing in dollars, you need to contact a Genesys pricing expert. They will help craft a solution tailored to your business needs, budget, and goals.
Last Updated
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August 31, 2024 10:52

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