Genesys

What is Genesys?

Genesys is a leading AI-powered experience orchestration platform used by over 8,000 organizations in more than 100 countries to enhance loyalty and business outcomes through creating exceptional customer and employee experiences. It offers personalized experiences across various channels such as chat, email, messaging, voice, social, and text, driving growth, customer loyalty, and employee productivity while reducing costs. Genesys Cloud, their AI-powered platform, enables organizations of all sizes to deliver empathetic, personalized experiences at scale.

Genesys Cloud can serve as a single platform for both business and customer communications, offering a UCC-only license for companies seeking this integration. It also provides turnkey integrations with popular UCaaS solutions like Microsoft, Zoom, and 8×8. Determining the required number of Genesys Cloud AI Experience tokens depends on the AI solutions utilized, such as Agent Copilot, Genesys Predictive Routing, Genesys Predictive Engagement, and bots, each with unique token requirements based on specific usage factors. Data storage and foundational services are typically covered by Genesys' fair use policy, including minutes for BYOC, data storage, basic routing/IVR minutes, API calls, voice transcription minutes, and SMS messages for certain use cases.

Who created Genesys?

Genesys was founded by Gregory Shenkman, Mark Sherman, and Alec Miloslavsky. The company serves over 8,000 organizations in more than 100 countries with AI-powered experience orchestration solutions. Genesys Cloud provides personalized experiences through various communication channels, enhancing customer loyalty and business outcomes globally.

What is Genesys used for?

• Drive growth, customer loyalty, and employee productivity while reducing costs through personalized experiences at scale across various communication channels
• Improve loyalty and business outcomes by creating the best experiences for customers and employees
• Empower organizations to provide empathetic, personalized experiences at scale
• Accelerate growth for organizations by enabling them to differentiate with the right customer experience at the right time
• Enhance workforce engagement, efficiency, and operational improvements
• Offer AI-powered experience orchestration capabilities such as call routing, IVR, outbound campaigns, analytics, native bots, predictive engagement, and more
• Provide options for named and concurrent licenses to meet unique business needs
• Support digital-only licenses for companies operating in a digital-only environment
• Deliver UCC-only licenses for companies desiring a single platform for both business and customer communications
• Enable turnkey integrations with popular UCaaS solutions like Microsoft, Zoom, and 8x8
• Digital capabilities add-on license
• Workforce engagement management (WEM) add-on license
• UCC-only license for unified business and customer communications
• Determining AI Experience tokens for Agent Copilot, Genesys Predictive Routing, Predictive Engagement, and bots
• Consuming Genesys Cloud Voice services or bringing your own carrier (BYOC)
• Genesys Cloud AI Experience tokens metering and pricing
• Data storage and foundational services costs
• Digital-only licenses
• Turnkey integrations to popular UCaaS solutions
• Additional usage for unique cases with competitive rates
• Personalized experiences at scale across chat, email, messaging, voice, social, and text
• Improving loyalty and business outcomes for customers and employees
• Driving growth, customer loyalty, and employee productivity
• Reducing costs through an AI-powered platform
• Creating empathetic and personalized experiences
• Enhancing workforce engagement, efficiency, and operational improvements
• AI-powered experience orchestration capabilities and pricing options
• Voice channel, call routing, speech-enabled IVR, outbound campaigns, analytics and reporting
• Omnichannel routing, quality assurance, compliance, knowledge, predictive engagement, agent copilot
• Employee performance, resource management, AI-powered forecasting and scheduling, speech and text analytics
• Delivering personalized experiences at scale across chat, email, messaging, voice, social, and text
• Improving loyalty and business outcomes for organizations
• Creating empathetic and personalized experiences for customers and employees
• Driving growth, customer loyalty, and employee productivity while reducing costs
• Empowering organizations to differentiate with the right customer experience at the right time
• Driving stronger workforce engagement, efficiency, and operational improvements
• Utilizing Genesys Cloud as a single platform for both business and customer communications
• Determining the number of Genesys Cloud AI Experience tokens needed for AI solutions
• Offering carrier options with Genesys Cloud including Genesys Cloud Voice services or bring your own carrier (BYOC)
• Providing fair use policy for data storage and other foundational services

Who is Genesys for?

• Customer service representatives
• Sales Representatives
• Contact Center Agents
• Workforce management professionals
• Business analysts
• Marketing specialists
• IT professionals
• Contact Center Managers
• Marketing professionals
• Customer Experience Professionals
• Telecommunication professionals
• Business communications professionals

How to use Genesys?

To use Genesys effectively, follow these steps:

1. Free Trial: Begin with a fully automated free trial offered by Genesys to explore the platform before purchasing.

2. Purchasing Process: If you decide to purchase Genesys Cloud, contact Genesys directly for a straightforward purchasing process. They can guide you on the best options that suit your business needs and budget.

3. Licensing Options: Understand the licensing models available, such as named users and concurrent users. Named users have access at all times, while concurrent users access simultaneously. Choose the model that best fits your requirements.

4. Adding Functionality: For users requiring additional functionality, such as digital capabilities or workforce engagement management, consider purchasing specific add-on licenses on top of your existing Genesys Cloud license.

5. Carrier Options: Genesys Cloud offers the flexibility to use Genesys Cloud Voice services or bring your own carrier (BYOC). BYOC minutes are provided monthly at no extra charge.

6. AI Experience Tokens: To determine the number of AI Experience tokens required, identify which AI solutions your business will utilize. Different solutions like Agent Copilot, Genesys Predictive Routing, Predictive Engagement, and bots have varying token requirements.

7. Genesys Cloud as a Unified Platform: Genesys Cloud can serve as a single platform for both business and customer communications. It also integrates seamlessly with popular UCaaS solutions like Microsoft, Zoom, and 8x8.

8. Data Storage and Services: Most usage needs, including data storage, basic routing, API calls, voice transcription minutes, and more, are typically covered by Genesys through their fair use policy. Additional usage beyond standard needs is charged at competitive rates.

9. Genesys Cloud Terms: Access Genesys Cloud terms and conditions in the Resource Center for detailed information regarding usage policies and guidelines.

By following these steps, you can effectively utilize Genesys Cloud for improved customer experiences and streamlined communication within your organization.