2/11 in Contact Center as a Service (CCaaS)

Response
Distribution
30Reviews

Genesys

Genesys Cloud

Genesys Cloud creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Provide exceptional experiences for employees and customers and reap the benefits of speedy deployments, reduced complexity and simple administration — transforming your contact center into an experience center.

8.0

Composite Score

Composite
Score

8.2

CX Score

CX
Score

+79

Emotional Footprint

Emotional
Footprint

86%

Likeliness to Recommend

Likeliness
to Recommend

2/11 in Contact Center as a Service (CCaaS)

Response
Distribution
30Reviews

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Category Features
  • Call Recording
  • |
  • Call Scripting and Call Flow Management
  • |
  • Contact Center Analytics
  • |
  • Contact Center Compliance Management
  • |
  • Knowledge Management
  • |
  • Multi Channel Intake Integration
  • |
  • Multi Channel Queue Management
  • |
  • Screen Prompts
  • |
  • Skills Based Routing
  • |
  • Ticket Management
  • |
  • Workforce Management

Report

Product Scorecard

A comprehensive report on a specific software product, aggregating feedback from real IT professionals and business leaders.

  • Net Promoter Score and Planned Renewal Rates
  • Feature and Vendor Capability Breakdown
  • Version and Module Satisfaction Levels
  • Comparisons by Organization Size, Usage, and Role

Word Cloud

As organizations become more and more dependent on software to automate and streamline operations, users are developing strong emotional connections to their applications and vendors. The SoftwareReviews word cloud aggregates the most commonly experienced pain points and prevailing opinions held by its users. Use this at-a-glance summary to evaluate the vendor-client relationship and product effectiveness.

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Product Reviews

  • -
  • 1
  • 2
  • 3
  • 4
Recommends
10/10

Information Technology

Excellent solution for call center

Vendor Capability Satisfaction

  • 4
  • Availability and Quality of Training
  • 3
  • Breadth of Features
  • 4
  • Business Value Created
  • 4
  • Ease of Customization
  • 3
  • Ease of Data Integration
  • 3
  • Ease of Implementation
  • 3
  • Ease of IT Administration
  • 4
  • Product Strategy and Rate of Improvement
  • 4
  • Quality of Features
  • 4
  • Usability and Intuitiveness
  • 3
  • Vendor Support

Product Feature Satisfaction

  • 4
  • Call Scripting and Call Flow Management
  • 4
  • Contact Center Analytics
  • 4
  • Knowledge Management
  • 4
  • Multi Channel Intake Integration
  • 4
  • Multi Channel Queue Management
  • 3
  • Screen Prompts
  • 4
  • Skills Based Routing
  • 4
  • Workforce Management
  • 3
  • Contact Center Compliance Management
  • 3
  • Ticket Management
Recommends
10/10

Operations

Delivers enterprise level technology

Vendor Capability Satisfaction

  • 4
  • Availability and Quality of Training
  • 4
  • Breadth of Features
  • 4
  • Business Value Created
  • 4
  • Ease of Customization
  • 4
  • Ease of Data Integration
  • 4
  • Ease of Implementation
  • 4
  • Ease of IT Administration
  • 4
  • Product Strategy and Rate of Improvement
  • 4
  • Quality of Features
  • 4
  • Usability and Intuitiveness
  • 4
  • Vendor Support

Product Feature Satisfaction

  • 4
  • Call Recording
  • 4
  • Call Scripting and Call Flow Management
  • 4
  • Contact Center Analytics
  • 4
  • Knowledge Management
  • 4
  • Multi Channel Intake Integration
  • 4
  • Multi Channel Queue Management
  • 4
  • Screen Prompts
  • 4
  • Skills Based Routing
  • 4
  • Workforce Management
  • 4
  • Contact Center Compliance Management
  • 4
  • Ticket Management
Recommends
10/10

Information Technology

A real All-in-one solution.

Vendor Capability Satisfaction

  • 3
  • Availability and Quality of Training
  • 3
  • Breadth of Features
  • 3
  • Business Value Created
  • 3
  • Ease of Customization
  • 3
  • Ease of Data Integration
  • 4
  • Ease of Implementation
  • 3
  • Ease of IT Administration
  • 4
  • Product Strategy and Rate of Improvement
  • 3
  • Quality of Features
  • 4
  • Usability and Intuitiveness
  • 4
  • Vendor Support

Product Feature Satisfaction

  • 4
  • Call Recording
  • 3
  • Call Scripting and Call Flow Management
  • 3
  • Contact Center Analytics
  • 3
  • Knowledge Management
  • 3
  • Multi Channel Intake Integration
  • 3
  • Multi Channel Queue Management
  • 3
  • Screen Prompts
  • 3
  • Skills Based Routing
  • 3
  • Workforce Management
  • 3
  • Contact Center Compliance Management
  • 3
  • Ticket Management
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