Genesys
4.81
0
Genesys enhances loyalty and business outcomes through personalized, omni-channel customer experiences with AI-driven solutions.
Genesys Reviews
4.81
Based on 32 reviews
How would you rate Genesys?
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Hiroshi Tanaka
March 9, 2025
What do you like most about using Genesys?
The proactive engagement tools are fantastic. They help us anticipate customer needs rather than just reacting.
What do you dislike most about using Genesys?
The pricing model can be a bit complex when scaling, and it would be great to see more clarity in that area.
What problems does Genesys help you solve, and how does this benefit you?
It enhances our customer service quality, allowing us to provide timely and relevant interactions that drive satisfaction.
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Sofia Petrova
March 9, 2025
What do you like most about using Genesys?
The level of customization available is fantastic. We can tailor interactions to fit our specific customer segments, leading to more effective communication.
What do you dislike most about using Genesys?
At times, the system can feel overwhelming due to its vast array of features. A more guided onboarding process would be beneficial.
What problems does Genesys help you solve, and how does this benefit you?
With the predictive engagement tools, we are able to engage customers proactively, which has resulted in higher conversion rates and reduced churn.
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Nina Kovalenko
March 8, 2025
What do you like most about using Genesys?
The flexibility in channel options means we can reach our customers in the way they prefer, which is invaluable.
What do you dislike most about using Genesys?
I found the initial learning curve to be steep, but the long-term benefits are worth the effort.
What problems does Genesys help you solve, and how does this benefit you?
It allows us to handle high volumes of customer queries without compromising on quality, which is critical in our industry.
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Jin Wang
March 8, 2025
What do you like most about using Genesys?
The integration with existing UCaaS solutions like Microsoft Teams has been seamless, making it easy for our team to adopt.
What do you dislike most about using Genesys?
I wish there were more ready-made templates for common workflows. Customization takes time, and pre-built options would speed up deployment.
What problems does Genesys help you solve, and how does this benefit you?
Genesys helps us manage customer inquiries more effectively, resulting in reduced call center costs and improved customer retention.
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Rajesh Kumar
March 8, 2025
What do you like most about using Genesys?
The AI features are impressive, especially the predictive routing which ensures the right agent handles the right query.
What do you dislike most about using Genesys?
There are occasional performance hiccups, particularly during peak usage times. It's something that could improve.
What problems does Genesys help you solve, and how does this benefit you?
It significantly reduces our average handling time and helps in improving customer satisfaction, which is crucial for our business.
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Tariq Aziz
March 6, 2025
What do you like most about using Genesys?
The omnichannel capabilities are outstanding. They allow us to connect with customers through their preferred channels.
What do you dislike most about using Genesys?
Some features could be more intuitive. A more user-friendly design would improve the overall experience.
What problems does Genesys help you solve, and how does this benefit you?
It helps us to significantly enhance our customer experience, leading to better retention and satisfaction.
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Maya Nguyen
March 4, 2025
What do you like most about using Genesys?
The ability to personalize customer journeys is outstanding, making each interaction feel special.
What do you dislike most about using Genesys?
The initial cost can be a barrier for some teams. A tiered pricing model could help.
What problems does Genesys help you solve, and how does this benefit you?
It allows us to manage customer inquiries more efficiently, which leads to higher satisfaction and loyalty.
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Mateo Gonzalez
February 26, 2025
What do you like most about using Genesys?
The predictive routing feature is fantastic. It ensures customers are connected with the right agents quickly, enhancing their experience.
What do you dislike most about using Genesys?
There are times when the platform can be slow during peak hours, which can frustrate both agents and customers.
What problems does Genesys help you solve, and how does this benefit you?
It effectively minimizes customer wait times and boosts our agents' productivity, leading to higher sales conversions.
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Omar Saeed
February 25, 2025
What do you like most about using Genesys?
The predictive engagement tools have really helped us in anticipating customer needs and responding efficiently.
What do you dislike most about using Genesys?
The complexity of some features can be daunting for new users. Better tutorials would help.
What problems does Genesys help you solve, and how does this benefit you?
We have been able to significantly enhance our customer satisfaction scores due to quicker response times facilitated by Genesys.
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Elena Nikolov
February 24, 2025
What do you like most about using Genesys?
I appreciate the flexibility of the platform, allowing us to customize features according to our business needs.
What do you dislike most about using Genesys?
The customer support response time could be improved; we sometimes have to wait longer than expected.
What problems does Genesys help you solve, and how does this benefit you?
It significantly reduces the complexity of managing customer interactions across various channels, leading to a more organized workflow.
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Sofia Rojas
February 24, 2025
What do you like most about using Genesys?
The customer engagement features are top-notch. They help us to create personalized experiences that resonate with our customers.
What do you dislike most about using Genesys?
The cost structure can be a bit confusing, especially when calculating usage-based fees.
What problems does Genesys help you solve, and how does this benefit you?
It effectively addresses communication gaps, ensuring customers feel heard and valued, which drives loyalty.
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Freya Nielsen
February 23, 2025
What do you like most about using Genesys?
The analytics features are powerful. They provide insights that are crucial for understanding customer behavior.
What do you dislike most about using Genesys?
Some reporting tools are not very intuitive and could use a redesign to make them more user-friendly.
What problems does Genesys help you solve, and how does this benefit you?
It helps in optimizing our customer interactions, ensuring we address their needs efficiently and effectively.
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Luca Bianchi
February 17, 2025
What do you like most about using Genesys?
I appreciate the omnichannel capabilities. It allows us to connect with customers wherever they are, which is essential for our business model.
What do you dislike most about using Genesys?
The pricing structure can be a bit confusing, especially with the AI tokens. It would help if there were more clarity on potential costs based on usage.
What problems does Genesys help you solve, and how does this benefit you?
Genesys has helped us streamline our customer support processes, allowing us to handle more inquiries without increasing staff. This efficiency has resulted in cost savings.
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Amir Alvi
February 17, 2025
What do you like most about using Genesys?
I love how Genesys integrates seamlessly across multiple channels. Whether it's voice, chat, or social media, customers receive consistent and personalized experiences. The AI capabilities, like predictive routing, have drastically improved our response times.
What do you dislike most about using Genesys?
The initial setup took some time and required significant training for our team to fully utilize all features. However, once we got past that, it was smooth sailing.
What problems does Genesys help you solve, and how does this benefit you?
Genesys has significantly enhanced our customer engagement by allowing us to tailor interactions based on past behaviors. This not only improves customer satisfaction but also increases loyalty and retention.
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Yara Hassan
February 14, 2025
What do you like most about using Genesys?
The omni-channel capabilities are a significant advantage. Customers can reach us through their preferred method, and we can track all interactions easily.
What do you dislike most about using Genesys?
The initial setup was somewhat complicated, requiring extensive support from the Genesys team.
What problems does Genesys help you solve, and how does this benefit you?
It helps us maintain consistent communication across channels, which is crucial for delivering a unified customer experience.
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Samir Patel
February 13, 2025
What do you like most about using Genesys?
The comprehensive analytics tools allow us to monitor customer interactions closely and make informed decisions based on real-time data.
What do you dislike most about using Genesys?
The cost can be a concern for smaller businesses, especially when scaling up with additional features.
What problems does Genesys help you solve, and how does this benefit you?
It provides a robust solution for managing customer support more efficiently, which translates into cost savings and improved service levels.
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Sara Morris
February 11, 2025
What do you like most about using Genesys?
The scalability of Genesys is impressive. It can grow with our business needs without any hassle.
What do you dislike most about using Genesys?
The pricing can be a little daunting for smaller enterprises but worth it for the features provided.
What problems does Genesys help you solve, and how does this benefit you?
It has significantly improved our customer engagement metrics, leading to better retention rates.
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Julian Schmidt
February 6, 2025
What do you like most about using Genesys?
The integration with various platforms, such as Zoom and Microsoft, is seamless and enhances our overall communication strategy.
What do you dislike most about using Genesys?
The initial learning phase can be a bit overwhelming, but the long-term benefits outweigh this challenge.
What problems does Genesys help you solve, and how does this benefit you?
It allows us to provide a more personalized experience to our customers, which is reflected in our improved customer feedback.
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Elena Vasquez
February 6, 2025
What do you like most about using Genesys?
The ability to create personalized customer journeys is something that sets Genesys apart from other tools we’ve used.
What do you dislike most about using Genesys?
Sometimes the interface can be unintuitive, especially for new users. A more user-friendly design would enhance the experience.
What problems does Genesys help you solve, and how does this benefit you?
It helps us optimize customer interactions and drive engagement, which are essential for maintaining competitive advantage.
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Niko Petrov
February 4, 2025
What do you like most about using Genesys?
The analytics dashboard provides valuable insights into customer behavior, helping us to refine our strategies.
What do you dislike most about using Genesys?
Sometimes, the integration with third-party tools can be a bit challenging, requiring additional IT support.
What problems does Genesys help you solve, and how does this benefit you?
It allows us to better manage customer inquiries, reducing the backlog and improving overall service levels.
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Liam Kavanagh
February 1, 2025
What do you like most about using Genesys?
I love the seamless integration of multiple communication channels. Having everything from chat, email to voice in one place simplifies our workflow significantly.
What do you dislike most about using Genesys?
Sometimes the learning curve can be steep for new users. A more user-friendly onboarding process would be beneficial.
What problems does Genesys help you solve, and how does this benefit you?
Genesys helps us streamline customer interactions and ensures we provide personalized experiences, which has boosted our customer satisfaction scores and overall loyalty.
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Giulia Verdi
January 29, 2025
What do you like most about using Genesys?
The platform's ability to provide real-time analytics is invaluable for our operations.
What do you dislike most about using Genesys?
The integration process with some existing systems can be tricky at times.
What problems does Genesys help you solve, and how does this benefit you?
It enables us to streamline our communication efforts, ultimately driving better customer satisfaction.
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Aiden O'Neill
January 28, 2025
What do you like most about using Genesys?
The predictive engagement feature has been a game-changer for our sales team, helping us target the right customers effectively.
What do you dislike most about using Genesys?
The learning curve can be steep for new users, but the investment in training pays off.
What problems does Genesys help you solve, and how does this benefit you?
It has improved our overall customer engagement strategy, leading to increased sales and customer loyalty.
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Carlos Santos
January 26, 2025
What do you like most about using Genesys?
The level of customization is fantastic, allowing us to tailor our customer interactions perfectly.
What do you dislike most about using Genesys?
The pricing can get high for smaller companies, which may deter them from using it.
What problems does Genesys help you solve, and how does this benefit you?
It helps us enhance customer experience and streamline our operations, resulting in greater satisfaction and efficiency.
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Lucas Hoffman
January 24, 2025
What do you like most about using Genesys?
The omnichannel support is fantastic. We can reach customers on their preferred platforms.
What do you dislike most about using Genesys?
Sometimes the software feels slow, especially when there are many concurrent users.
What problems does Genesys help you solve, and how does this benefit you?
It helps streamline our customer service process, making it much more efficient and effective.
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Lara Peterson
January 23, 2025
What do you like most about using Genesys?
The AI-driven insights are fantastic. They help us understand our customers on a deeper level.
What do you dislike most about using Genesys?
The interface can be a bit cluttered at times, making it challenging to find what you need quickly.
What problems does Genesys help you solve, and how does this benefit you?
It improves our ability to engage customers effectively, which has led to increased loyalty and repeat business.
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Chia Lee
January 23, 2025
What do you like most about using Genesys?
The AI-driven insights provided by Genesys are a game-changer. They help us understand customer behavior better, which allows us to make data-driven decisions.
What do you dislike most about using Genesys?
Sometimes the reporting features can be a bit complex to navigate. A more intuitive dashboard would make it easier to pull the data we need.
What problems does Genesys help you solve, and how does this benefit you?
With Genesys, we've been able to reduce customer response time significantly. This has led to higher customer satisfaction rates and ultimately increased sales.
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Tariq Aziz
January 23, 2025
What do you like most about using Genesys?
The ability to analyze customer interactions in real-time has helped us to make informed decisions quickly.
What do you dislike most about using Genesys?
The documentation can be lacking in certain areas, making it difficult to troubleshoot issues independently.
What problems does Genesys help you solve, and how does this benefit you?
It addresses the issue of fragmented communication, ensuring our customers receive consistent service regardless of the channel.
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Aria Singh
January 23, 2025
What do you like most about using Genesys?
The AI-driven insights are incredibly helpful in understanding customer behavior and preferences. This personalization is a game-changer for our marketing strategies.
What do you dislike most about using Genesys?
The pricing can be a bit on the higher side, especially for small businesses. More flexible pricing options would be appreciated.
What problems does Genesys help you solve, and how does this benefit you?
It helps us address customer needs proactively, which reduces response times and increases customer retention rates.
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Emilio Rodriguez
January 22, 2025
What do you like most about using Genesys?
The AI tools are incredibly effective at predicting customer needs, allowing us to be proactive in our service.
What do you dislike most about using Genesys?
Sometimes it can be difficult to find specific features due to the vast array of options available.
What problems does Genesys help you solve, and how does this benefit you?
It enhances our customer interaction quality, which directly impacts our sales and retention positively.
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Ravi Choudhury
January 17, 2025
What do you like most about using Genesys?
The platform's AI capabilities significantly enhance our customer interactions, making them more efficient and effective.
What do you dislike most about using Genesys?
It can sometimes feel overwhelming with the number of features available; a more guided approach would help.
What problems does Genesys help you solve, and how does this benefit you?
It helps us improve response times and customer satisfaction by streamlining processes and automating routine tasks.
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Amina Khan
January 16, 2025
What do you like most about using Genesys?
The AI capabilities in Genesys are top-notch. They really help in personalizing the customer experience.
What do you dislike most about using Genesys?
The setup process could be simplified. It took longer than expected to get everything running smoothly.
What problems does Genesys help you solve, and how does this benefit you?
It allows us to reduce customer wait times significantly, which is crucial for our service-oriented business.
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