Genesys

Genesys Telecommunications

Composite Score

7.1 /10

CX Score

7.5 /10

8 Reviews Write a Review

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What is Genesys Telecommunications?

Today's leaders deliver innovative products and services and differentiated customer experience to stand apart from the competition. Only Genesys allows you to cost-effectively and efficiently deliver consistent service across all interaction channels to deliver the reliable and robust customer experience your customers expect.

Company Details

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Genesys Telecommunications Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

100 Plan to Renew

78 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 97%
Negotiation and Contract:: 78%
Conflict Resolution:: 89%
Strategy & Innovation:: 96%
Service Experience:: 90%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+91 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Genesys Telecommunications?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Enables Productivity
Unique Features
Respectful

Feature Ratings

Average 78

Data Quality

Analytics and Reporting

Workflow Management

Inventory Management

Electronic Data Interchange

Service Management

Order Management

Configuration Management

Network Management

Capacity Management

Catalog Management

Vendor Capability Ratings

Average 79

Ease of Customization

Availability and Quality of Training

Usability and Intuitiveness

Business Value Created

Quality of Features

Ease of IT Administration

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Implementation

Vendor Support

Genesys Telecommunications Reviews

Role: Information Technology
Industry: Telecommunications
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Nov 2022

Amazing product!

Likeliness to Recommend

9 /10

Pros

Reliable
Enables Productivity
Unique Features
Includes Product Enhancements

Cons

Vendor's Interest First
Under Delivered

Role: Operations
Industry: Healthcare
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Feb 2022

Real-time agent metrics; Easy to learn and use.

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Saves Time

Genesys Telecommunications

What is Genesys Telecommunications?

Company Details

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Genesys Telecommunications Ratings

84 Likeliness to Recommend

100 Plan to Renew

78 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+91 Net Emotional Footprint

How much do users love Genesys Telecommunications?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Data Quality Includes data cleansing, data profiling, and data integrity.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Workflow Management Includes ability to support flexible and comprehensive workflow-based capabilities.

Inventory Management Includes units tracking and purchasing, backorder status, and product history through barcodes, RFID, IoT and other methods of tracking inventory

Electronic Data Interchange Includes payment systems, product database, stock control, and administration.

Service Management Includes all aspects of service management, service orders, requests, field service and contracts.

Order Management Includes order entry, order processing, order tracking, and parts management.

Configuration Management Includes application delivery, device management, and settings management.

Network Management Includes network device monitoring, performance analysis, and intelligent notifications.

Capacity Management Monitor system utilization and provide alerts when pre-defined thresholds are reached.

Catalog Management Includes customizable shipping and payment options, product pricing, advanced catalog search, and navigation.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Genesys Telecommunications Reviews

Amazing product!

Likeliness to Recommend

Pros

Cons

Real-time agent metrics; Easy to learn and use.

Likeliness to Recommend

Pros

Feature Ratings

Data Quality

Analytics and Reporting

Workflow Management

Inventory Management

Electronic Data Interchange

Service Management

Order Management

Configuration Management

Network Management

Capacity Management

Catalog Management

Vendor Capability Ratings

Ease of Customization

Availability and Quality of Training

Usability and Intuitiveness

Business Value Created

Quality of Features

Ease of IT Administration

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Implementation

Vendor Support