Around since 1990, Genesys is a US-based firm and market leader in contact centre software and the customer experience space.
It offers “Premier” (up to 250 contact centre ‘seats’), “Business” (up to 1,000 seats) and “Enterprise” (unlimited seats) editions of its contact centre software can operate in the cloud or onsite/on-premises.
These are all based on the vaguely named “Genesys Customer Experience Platform” – Genesys’s omnichannel, end-to-end customer journey management engine.
Call routing and management used to be the name of the game for Genesys; it has moved towards “omnichannel” customer service, e.g. a customer seamlessly transitioning from using a company’s app or website to speaking to one of their contact centre agents (or vice versa). Contact centre agents can also attend the customer across email, SMS, live chat, social media and more.
Other services, among a wide array, include mobile marketing features and CX and workforce management analytics.
Here’s a two minute introduction to the company’s strategy that is refreshingly straightforward:
Genesys is out in front when it comes to “completeness of vision” and behind only Cisco in “ability to execute” in Gartner’s Magic Quadrant for Contact Center Infrastructure, Worldwide:
“A company that is willing to go “all in” with one vendor will do the best with Genesys. In my view, a lot is lost in the contact center space when a “best of breed” solution is picked for each individual component, such as IVR, call routing, workforce management, chat, outbound. Integration between vendors in the contact center space is very difficult… if selecting Genesys you need to be prepared to to train and maintain your own development and support team or be prepared to pay for those services.”
“Large call centers can definitely reap the value of utilizing Genesys Contact Center Portfolio, even small call centers benefit but it may not easily be cost justified to implement. Genesys… provides us user friendly, out-of-the box reporting for real-time call and agent availability monitoring. Utilizing [it] has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.”
For people looking to add Genesys software their company’s tech stack, you’ll find it hard to get a ballpark price on the web.
As Genesys offers such a wider range of software, it’s best to contact the company directly – +44 (0)2037 348 133.
DECEMBER 2015 – Acquisition
Genesys acquires Northern Ireland-based SpeechStorm, a provider of self-service applications for mobile, Web and interactive voice recognition (IVR) channels – No Jitter.
— Sheila McGee-Smith (@McGeeSmith) December 23, 2015
MAY 2015 – Integration
Genesys and Skype for Business get natively integrated via the Skype Developer Platform. This will potentially allow enterprise customers to tie employees to the contact centre even if they’re not agents – No Jitter.
Genesys University offers instructor-led courses via virtual and real world classrooms(UK HQ is in Surrey), video on-demand courses and browser-based self-paced eLearning.
Certificates include the beginner’s Genesys Certified Associate (GCA), the Genesys Certified Professional (GCP) in three flavours (developer, support and consultant) and the Genesys Certified Presales Program for consultants.
You’ll need to purchase an exam voucher from your local Genesys University Training representative.
There is a public training schedule for EMEA up to June 2016 where you’ll find course titles, duration and start dates.
Pricing “is based on the country where training takes place”.