Genesys

What is Genesys?

Genesys is a top-tier platform that helps businesses orchestrate customer experiences, powered by AI. Over 8,000 companies in more than 100 countries rely on it to build stronger customer and employee relationships, ultimately boosting loyalty and business results. It’s designed to create personalized experiences across all sorts of channels – think chat, email, messaging, voice, social media, and even text. By doing this, Genesys helps companies grow, keep customers coming back, and make employees more productive, all while keeping costs in check. Their AI-powered Genesys Cloud platform is built to help organizations of any size deliver truly empathetic and personalized experiences, even when dealing with a lot of customers at once.

Genesys Cloud can even act as your all-in-one platform for both business and customer communications. If that’s what you’re looking for, they offer a UCC-only license. Plus, it works smoothly with popular unified communications as a service (UCaaS) solutions like Microsoft, Zoom, and 8x8. When you’re figuring out how many Genesys Cloud AI Experience tokens you’ll need, it really depends on the specific AI tools you plan to use. For example, things like Agent Copilot, Genesys Predictive Routing, Genesys Predictive Engagement, and bots all have their own token requirements based on how you’ll use them. Generally, Genesys covers data storage and basic services under their fair use policy. This includes things like minutes for bringing your own carrier (BYOC), data storage, standard routing and IVR minutes, API calls, voice transcription minutes, and SMS messages for certain situations.

Who created Genesys?

Genesys was founded by Gregory Shenkman, Mark Sherman, and Alec Miloslavsky. Today, the company supports over 8,000 organizations across more than 100 countries with its AI-driven solutions for orchestrating customer experiences. Genesys Cloud is key to this, enabling personalized interactions through a wide range of communication channels, which in turn helps improve customer loyalty and overall business success on a global scale.

What is Genesys used for?

• It helps businesses grow, build customer loyalty, and boost employee productivity while lowering costs, all by offering personalized experiences at scale across various communication channels.
• It improves customer loyalty and business outcomes by focusing on creating the best possible experiences for both customers and employees.
• It empowers organizations to deliver empathetic and personalized experiences, even when handling a large volume of interactions.
• It helps organizations accelerate their growth by allowing them to stand out with the right customer experience delivered at the right moment.
• It enhances workforce engagement, boosts efficiency, and drives operational improvements.
• It offers a suite of AI-powered experience orchestration capabilities, including call routing, interactive voice response (IVR), outbound campaigns, analytics, built-in bots, predictive engagement, and much more.
• It provides flexible licensing options, including named users (who have constant access) and concurrent users (who access at the same time), to match your specific business needs.
• It offers digital-only licenses for companies that operate exclusively in the digital space.
• It provides UCC-only licenses for businesses that want a single, integrated platform for both their internal business communications and customer interactions.
• It allows for easy, ready-to-go integrations with popular UCaaS solutions like Microsoft, Zoom, and 8x8.
• There’s an optional add-on license for digital capabilities.
• An add-on license is available for workforce engagement management (WEM).
• A UCC-only license is available for unified business and customer communications.
• You’ll need to determine the number of Genesys Cloud AI Experience tokens required for specific AI solutions like Agent Copilot, Genesys Predictive Routing, Predictive Engagement, and bots.
• You can use Genesys Cloud Voice services or bring your own carrier (BYOC).
• There are specific pricing and metering details for Genesys Cloud AI Experience tokens.
• Costs for data storage and foundational services are also a consideration.
• Digital-only licenses are an option.
• Turnkey integrations with popular UCaaS solutions are available.
• Additional usage for unique cases can be accommodated with competitive rates.
• It enables personalized experiences at scale across chat, email, messaging, voice, social, and text.
• It’s used for improving loyalty and business outcomes for customers and organizations.
• It helps drive growth, customer loyalty, and employee productivity.
• It reduces costs through its AI-powered platform.
• It’s designed for creating empathetic and personalized experiences.
• It enhances workforce engagement, efficiency, and operational improvements.
• It offers AI-powered experience orchestration capabilities with various pricing options.
• It supports the voice channel, call routing, speech-enabled IVR, outbound campaigns, and analytics and reporting.
• Key features include omnichannel routing, quality assurance, compliance tools, knowledge management, predictive engagement, and Agent Copilot.
• It helps with employee performance, resource management, AI-powered forecasting and scheduling, and speech and text analytics.
• It delivers personalized experiences at scale across chat, email, messaging, voice, social, and text.
• It’s used to improve loyalty and business outcomes for organizations.
• It focuses on creating empathetic and personalized experiences for customers and employees.
• It drives growth, customer loyalty, and employee productivity while also reducing costs.
• It empowers organizations to stand out by providing the right customer experience at the right time.
• It drives stronger workforce engagement, efficiency, and operational improvements.
• It allows you to use Genesys Cloud as a single platform for both business and customer communications.
• It helps you figure out the number of Genesys Cloud AI Experience tokens needed for your AI solutions.
• It offers carrier options, including Genesys Cloud Voice services or the ability to bring your own carrier (BYOC).
• It provides a 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 get the most out of Genesys, here’s a simple guide:

1. Start with a Free Trial: Genesys offers a completely automated free trial. It’s a great way to explore the platform and see what it can do before you commit to buying.
2. Buying Genesys Cloud: If you decide Genesys Cloud is the right fit, just reach out to Genesys directly. They make the purchasing process straightforward and can help you find the best options that align with your business needs and budget.
3. Understand Your Licensing Options: Get familiar with the different licensing models, like named users (who have access anytime) and concurrent users (who access at the same time). Pick the model that best suits how your team works.
4. Add More Functionality: If you need extra features, like digital capabilities or tools for workforce engagement management, you can purchase specific add-on licenses to go along with your main Genesys Cloud license.
5. Choose Your Carrier Options: Genesys Cloud gives you flexibility. You can use Genesys Cloud Voice services, or you can bring your own carrier (BYOC). They provide BYOC minutes monthly at no extra charge.
6. Figure Out AI Experience Tokens: To know how many AI Experience tokens you’ll need, think about which AI solutions your business will use. Different tools, such as Agent Copilot, Genesys Predictive Routing, Predictive Engagement, and bots, each have their own token requirements.
7. Genesys Cloud as Your Unified Platform: You can use Genesys Cloud as a single platform for both your internal business communications and your customer interactions. It also integrates smoothly with popular UCaaS solutions like Microsoft, Zoom, and 8x8.
8. Data Storage and Services: Most of your usage, including data storage, basic routing, API calls, voice transcription minutes, and more, is generally covered by Genesys under their fair use policy. If you go beyond the standard usage, you’ll be charged at competitive rates.
9. Genesys Cloud Terms: For all the details on usage policies and guidelines, you can find the Genesys Cloud terms and conditions in the Resource Center.

By following these steps, you can effectively use Genesys Cloud to improve your customer experiences and streamline communication within your organization.