Can I use my existing phone number with Genesys?

Yes, Genesys offers seamless portability to allow you to transfer your existing business number to Genesys Cloud Voice. This helps businesses leverage the advanced features while maintaining existing customer relationships.

Can I make outbound calls using Genesys Cloud CX Voice?

Yes, Genesys Cloud CX supports both, inbound and outbound calls. It has advanced features like self-service campaigns that help enhance the efficiency of outbound campaigns.

Can I get a free Genesys demo?

Yes, you can request Genesys to offer a demo after entering the basic details like email, telephone, etc. on the contact form. The permitted free trial period is not explicitly quoted in the Genesys pricing plans.

How does Genesys compare to DilaerHQ?

Both Genesys and DialerHQ are leading cloud-based phone system providers. When it comes to pricing, DialerHQ has an edge as it has a basic free plan and cheaper premium plans than Genesys. Though DialerHQ is cheaper, it does not compromise on its features and functionalities. So, if you have budget limitations, DialerHQ is a viable Genesys alternative.

Can I make video calls with Genesys?

Yes, Genesys phone system supports video calling and conferencing with other agents and customers. You can also screen share and co-browse with customers to understand the problem in real time and offer a quick fix.

Can I access Genesys software on a regular phone?

Yes, you can access Genesys software with your existing mobile device. As Genesys routes calls over the internet, you can access the application on your desktop or mobile application. It does not require any special equipment.

Does Genesys phone system support small businesses?

Yes, Genesys offers multiple pricing plans to support small businesses. If you require just the voice-calling abilities, then you can choose Genesys Cloud CX1 which starts at $75 per month.

Genesys: Features, Pricing, Reviews and More 2024

Top Features

Genesys

Automatic Call Distribution
Voicebot and Chatbot Self-Service
Screen Sharing and Co-Browsing
Customizable IVR Systems
Speech and Text Analytics
AI-Powered Workforce Management
Consolidated Desktop

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Other Users Choose

DialerHQ

Call Center Analytics
Call Recording
PBX System
Voice Broadcasting
Call Monitoring
Power Dialer
Call Queuing

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What is Genesys: An Overview

Genesys is an AI-powered communication platform with customizable features for businesses of all sizes and scales. Genesys phone system equips employees with the end-to-end functionalities and tools needed to enhance their productivity and streamline internal collaboration.

With AI abilities, Genesys has predictive abilities that automatically match the incoming call requirements with the agent’s abilities and route accordingly. It has chatbots and voicebots that can be configured and trained to deliver personalized responses to frequently asked questions. Agents can also seek real-time assistance and conversational guidance during live calls.

AI abilities enhance call quality and boost customer satisfaction levels. Genesys tools can be integrated with other platforms in the Genesys Cloud CX or with other third-party tools using API.

Genesys can deliver an omnichannel experience allowing customer service agents to respond to customers via Email, SMS, social media, etc. This enhances customer satisfaction as businesses can serve customers through their preferred channels.

Genesys phone system offers real-time analytics and reports that offer real-time insights on call quality, queues, and agent performance. With the right analytics, it helps improve agents’ productivity. Genesys identity resolution offers a single, consolidated view of the customer’s journey so they can deliver personalized, informed responses.

Genesys has a mobile app as well as a desktop app. The mobile application allows agents to respond to customer queries on the go. This makes Genesys software appropriate for organizations with a remote workforce.

Ratings	Genesys	DialerHQ
Value for Money	4.0	4.8
Ease of Use	4.5	4.6
Features	4.0	4.6
Customer Support	4.0	4.6

Genesys Reviews

Positive

Genesys Cloud is easy to use and has an intuitive interface. There are reports and templates that offer historical information about customer conversations, queues, agent performance, etc.
Genesys phone system offers a greater level of customization, from call handling and distribution to integration support. This makes Genesys appropriate for organizations functioning in different industries and requires a higher degree of customization.
Genesys offers a detailed configuration aiding in the solution design. The on-premises Genesys Cloud CX supports businesses that deal with sensitive business data.
In Genesys online reviews, customers have appreciated its ability to integrate with a variety of third-party tools and apps including Salesforce. This helps agents streamline their sales calls and reach out to more people at once.
Genesys phone system helps businesses offer support via multiple contact channels like email, chat, text, voicemail, etc. This is a win-win for both customers and businesses. Customers can reach out to businesses in a channel of their choice and businesses can find new avenues to sell their products and services.
Genesys software has different licensing packages for different business sizes. With APIs, you can connect to any third-party app and draw excellent insights and analytics.

Negative

Supervisor and admin interfaces need major improvements. They are not user-friendly and hard to navigate. Users have reported that it was hard for them to find even the basic features and complete the common tasks.
The license model is hard to understand and seems expensive for the features. There are other applications that offer the same features at relatively lower costs.
Businesses have reported poor call quality. Call clarity is lost when the internet connectivity is poor. There are also technical glitches in the app and some users have reported that there is a 10-second lag. All of these impact the customer service quality.
Users have reported a higher learning curve. Customer support takes time and is not very responsive. Online reviews have called out the lack of post-sales support and inadequacy of their self-service system.
The reporting abilities of the Genesys phone system need to be updated. Though the dashboard and reporting are robust, they are limited to a certain number of rows. Also, building chatbots was complex, and customization abilities were limited.
In online Genesys reviews, customers have called out its expensive pricing plans when compared to other cloud-based communication platforms.

Genesys Pricing

Genesys offers different pricing plans to support businesses with varied features, and budget requirements. It also offers custom pricing plans to cater to specific business demands. Here is a summary of the important Genesys pricing plans.

Genesys Cloud CX1 Voice – $75/Month :- The Genesys Cloud CX1 plan offers inbound and outbound voice abilities, call routing, reporting, secure IVR, call recording, and employee workspace. It has a robust orchestration builder that allows businesses to build custom call flows with a drag-and-drop functionality.
The CX1 plan works well for small businesses that require enhanced voice-calling abilities and basic call management features.
Genesys Cloud CX2 Voice + Digital- $115/Month :- The Genesys Cloud CX2 extends the CX1 plan to include omnichannel abilities covering email, SMS, messaging apps, etc., and a knowledge center to help employees refer to information while resolving customer queries. It offers a consolidated customer view, quality management solution, and employee workspace.
The CX2 Voice + Digital plan is ideal for medium-scale business teams and firms that intend to deliver omnichannel support and access advanced abilities.
Genesys Cloud CX3 WEM + Voice + Digital – $155/Month :- The Genesys CX3 plan offers all the features in the CX1 and CX2 plans but offers extended workforce engagement capabilities including employee activity dashboards, AI-powered scheduling and forecasting, gamification, sentiment analysis, in-built coaching and learning modules, etc.
The CX3 Voice + Digital + WEM plan is ideal for medium and large-scale enterprises that have a huge workforce and require AI abilities to automate the training and call handling.

*All prices are in USD, and you can choose between monthly or yearly billing.

Price Comparison

Though Genesys phone system offers different pricing plans to meet the requirements of businesses with varying budget and functionality requirements, it is not as economical as DialerHQ. The premium plans are also cheaper than Genesys. A summary of the DialerHQ and Genesys pricing comparison is given below.

Genesys Cloud CX1 Voice

$75/Month (Ideal for small businesses & startups)

Genesys Cloud CX2 Voice + Digital

$115/Month (Ideal for medium-scale businesses)

Genesys Cloud CX3 Voice + Digital + WEM

$155/Month (Ideal for large-scale enterprises)

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Contact sales

As an enterprise-specific solution, DialerHQ caters exclusively to large teams or organizations. Connect with the DialerHQ sales team at [email protected] for more info.

Free trial

10 days

Genesys Features

1. Automatic Call Distribution

Genesys phone system offers skill-based, intelligent routing abilities following pre-defined rules and criteria. It has a dynamic agent that queues and routes incoming calls to the right agents based on the caller inputs and the agent’s expertise to reduce call handling time and improve customer service quality.

2. Interactive Voice Response

With a self-service, multi-level IVR system, offer 24/7 customer support and allow customers to reach out to you whenever needed. Genesys provides seamless routing of calls from the virtual receptionist to the human agent along with the entire call context so callers don’t have to go through the frustration of repeating their problems.

3. Workforce Engagement Management (WEM)

With simplified operations flow, dynamic performance management, long-term workforce planning strategies, and quality assurance and monitoring, Genesys offers exceptional employee experience. It also has a gamification module that navigates employees to their goals with interesting methods like scorecards and leaderboards.

4. Speech and Text Analytics

A defining feature of Genesys phone system is speech and text analytics which offers transcripts and sentiment analysis to support employees with the right context, knowledge, and insights on customer behavior, conversation history, and other key elements. Enhance the quality of interactions while ensuring quality and compliance.

5. Omnichannel support

Genesys empowers businesses with abilities to deliver customer support across multiple digital channels like email, social media platforms, chatbots, SMS, web messaging, etc. It also supports screen sharing and co-browsing, so agents can resolve customer problems in real time.

6. Consolidated Desktop

Genesys has exceptional features that drive internal collaboration and allow employees to communicate internally using voice calls, chat, video meetings, etc. Employees can set their availability for others to view their presence and send collaboration requests accordingly.

7. AI and Automation

Genesys phone system has extensive AI abilities that help businesses automate repetitive tasks and offer personalized assistance to customers. It supports self-service campaigns with unique customer insights that enhance the productivity and cost efficiency of outbound campaigns.

Frequently Asked Questions

Can I use my existing phone number with Genesys?

Yes, Genesys offers seamless portability to allow you to transfer your existing business number to Genesys Cloud Voice. This helps businesses leverage the advanced features while maintaining existing customer relationships.

Can I make outbound calls using Genesys Cloud CX Voice?

Yes, Genesys Cloud CX supports both, inbound and outbound calls. It has advanced features like self-service campaigns that help enhance the efficiency of outbound campaigns.

Can I get a free Genesys demo?

Yes, you can request Genesys to offer a demo after entering the basic details like email, telephone, etc. on the contact form. The permitted free trial period is not explicitly quoted in the Genesys pricing plans.

How does Genesys compare to DilaerHQ?

Both Genesys and DialerHQ are leading cloud-based phone system providers. When it comes to pricing, DialerHQ has an edge as it has a basic free plan and cheaper premium plans than Genesys. Though DialerHQ is cheaper, it does not compromise on its features and functionalities. So, if you have budget limitations, DialerHQ is a viable Genesys alternative.

Can I make video calls with Genesys?

Yes, Genesys phone system supports video calling and conferencing with other agents and customers. You can also screen share and co-browse with customers to understand the problem in real time and offer a quick fix.

Can I access Genesys software on a regular phone?

Yes, you can access Genesys software with your existing mobile device. As Genesys routes calls over the internet, you can access the application on your desktop or mobile application. It does not require any special equipment.

Does Genesys phone system support small businesses?

Yes, Genesys offers multiple pricing plans to support small businesses. If you require just the voice-calling abilities, then you can choose Genesys Cloud CX1 which starts at $75 per month.

Genesys

Pricing:$75