Genesys
Stop automating interactions. Start orchestrating experiences.
Genesys Cloud CX is an AI-powered experience orchestration platform for enterprises. It connects customer intent to the people, systems and workflows that resolve interactions.
| Best for | omnichannel contact centres |
| Website | genesys.com |
Company facts
| Founded | 1990 |
| Headquarters | Menlo Park, US |
| Social profiles | LinkedIn, X, Facebook, Instagram, YouTube, Crunchbase |
Facilities and features
- Published pricing
- Integrations
What stands out
The product uses agentic virtual agents to deliver superior self-service experiences.
“and act like human agents to deliver a superior experience, no matter when.”Genesys, own website
Genesys integrates with Salesforce and ServiceNow via a deep partner ecosystem.
“Genesys integrates with Salesforce, ServiceNow and the deepest partner ecosystem in CX.”Genesys, own website
Strengths and trade-offs
- The AI tool integrates with Salesforce and ServiceNow.
- Genesys natively enables ready-to-use AI capabilities across all plans.
Appears in
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Aircall90.0RANKINGfull ranking →SOFTWAREVERIFIEDEnterprise customer journey mapping software
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Bright Pattern90.0RANKINGfull ranking →How Genesys ranks
#4 in Best contact centre workforce management software
How the score is made up: Evidence on its own site 20; How complete its published information is 18; Fit to this ranking's criteria 40; Buying information on its own site 12.
“Employee performance Workforce management Quality assurance and compliance Knowledge Forecasting and scheduling Speech and text analytics Virtual agents Native bots”Genesys, own website
#4 in Enterprise customer journey mapping software
How the score is made up: Evidence on its own site 20; How complete its published information is 18; Fit to this ranking's criteria 40; Buying information on its own site 12.
“Optimize customer journeys in real time Track, measure and improve holistic experiences with intelligent, AI-powered insights.”Genesys, own website
“We’ve served thousands of SMB and enterprise customers. Currently, we serve over 8,000 of them.”Genesys, own website
Alternatives to Genesys
| FullStory | #1 in Enterprise customer journey mapping software | 94.0 |
| Contentsquare Comprehensive digital experience platform combining multiple analytics tools | #2 in Enterprise customer journey mapping software | 92.0 |
| Smaply Customer journey management that turns evidence into action | #3 in Enterprise customer journey mapping software | 92.0 |
 Lucidchart | #5 in Enterprise customer journey mapping software | 90.0 |
 TheyDoThe experience context platform | #6 in Enterprise customer journey mapping software | 90.0 |
 JourneyTrackDecision intelligence for customer journeys | #7 in Enterprise customer journey mapping software | 88.0 |
Questions about Genesys
Who is Genesys best for?
Genesys is best for omnichannel contact centres.
Where does Genesys rank?
Genesys is ranked #4 in Enterprise customer journey mapping software (Lister Score 90.0), #4 in Best contact centre workforce management software (Lister Score 90.0) and #8 in AI contact centre platforms that integrate with Salesforce (Lister Score 86.0).
What are the best alternatives to Genesys?
The closest alternatives on Lister are FullStory (#1 in Enterprise customer journey mapping software), Contentsquare (#2 in Enterprise customer journey mapping software) and Smaply (#3 in Enterprise customer journey mapping software).
Where is Genesys based?
Genesys is headquartered in Menlo Park, US, and was founded in 1990.
Is this your company?
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