Genesys updates: Call centre software, university, pricing, review

An image with the text The Genesys updates hub featuring a cartoon scientist offering a comprehensive guideWhat’s in our Genesys updates hub?

What is Genesys?

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 review: What the analysts say

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:
Gartner’s Magic Quadrant for Contact Center Infrastructure, Worldwide

The few TrustRadius reviews of Genesys that are there reveal a positive picture. One anonymous consultant in customer service at a large financial services firm commented:

“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.”

 

Sharon Woodard, IT Service Desk Manager at BlueCross BlueShield of Tennessee, says:

“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.”

Genesys pricing: How much is it?

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.

Genesys call centre software: What’s new?


 

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.


OCTOBER 2015 – Marketplace launch
The Genesys AppFoundry is launched – an online marketplace for CX-related apps, integrations and services – Business Wire.

A screenshot of the Genesys appfoundry homepage


 

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: Training and certification

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”.

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Thomas Quillfeldt

Thomas Quillfeldt

Editor, Callcentre.co.uk

Thomas Quillfeldt is a writer for UBM covering customer technology across Technology for Marketing, eCommerce Insights and Callcentre.co.uk. In another universe, he enthuses about music and video games. Oh, and it's "Tom".

February 15, 2016

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