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A contact center with collaboration features goes beyond just basic communication channels. It equips agents with tools to work together seamlessly.

This can involve features like real-time chat with colleagues, easy access to shared knowledge bases, and even the ability to consult with supervisors during a call. By fostering teamwork, these contact centers aim to improve agent efficiency, resolve customer issues faster, and ultimately provide a better overall customer experience.

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Key differentiators

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Capabilities

8.6

Innovation

9.1

Easy support

Easy ease of implementation

Low cost $

p4gxufGenesys9.89.7Contact Center, CCaaS, IVR and ACD, Digital Only, Digital and Social, Data Analytics, Speech Analytics, WFM and WEM, WFM, WEM, Self Service Chat/Social Bot, Self Service Voice Bot, Quality Monitoring Automated, Agent Assist Voice Only, Agent Assist All Channels, Training and LMS, VoIP and Network with Security, VoIP and Network without Security, Post Call Surveys, Voice and Video Communication, Multichannel Communication, Cloud and VoIP Telephony, UCaaS, Collaboration, Outbound DialerLarge Enterprise BusinessSMB, Mid-Market, EnterpriseGenesys Cloud is a cloud-based software platform designed to revolutionize the way businesses handle customer interactions. Billed as the world's leading experience orchestration platform, it goes beyond simply managing calls. Genesys Cloud offers a comprehensive suite of tools that integrate various communication channels, workforce management, and even artificial intelligence. This allows companies to provide a seamless and personalized customer experience across all touchpoints, from phone calls and emails to web chats and social media.The platform itself is built on a modern, cloud-based architecture. This means it's scalable and secure, accessible from anywhere with an internet connection, and requires minimal on-site IT support. Genesys Cloud boasts an intuitive design that simplifies configuration and use, even for non-technical users. Additionally, the platform is built with a modular approach, allowing businesses to pick and choose the features they need to create a customized solution. This composable design ensures businesses aren't stuck with unnecessary features and can adapt the platform to their specific needs. In essence, Genesys Cloud empowers businesses to deliver exceptional customer service. By unifying communication channels, streamlining agent workflows, and leveraging AI for automation and personalization, Genesys Cloud helps businesses create a frictionless customer journey, improve agent productivity, and ultimately, achieve better business outcomes.Strong platform with rich features including WFM and QA;Robust 3rd party app store with approved integrations;Large, fast moving development roadmapOmnichannel support, Call routing, IVR (Interactive Voice Response), Analytics and reporting, CRM integration, Call recording and monitoring, Quality monitoring, Workforce management, Predictive dialing, Voicemail, Customer interaction history, Real-time agent monitoring, Skill-based routing, Agent scripting, Speech analytics, Desktop integration, Web chat, Email management, Social media integration, SMS/text messaging, Real-time metrics and dashboards, Call queuing, Automatic call distribution, Remote agent support, Outbound campaign management, Call conferencing, Call transfer, Call whispering, Call barging, Call routing based on customer profilesAdvanced customer journey analytics, Video chat support, Gamification features, Predictive analytics, Advanced sentiment analysisModerateModerate$$www.genesys.comhttps://www.palomarr.com/wp-content/uploads/2025/05/supplier-logo-Genesys-02.jpghttps://www.palomarr.com/wp-content/uploads/2024/06/supplier-screenshot-Genesys-01.jpghttps://www.palomarr.com/wp-content/uploads/2024/06/supplier-screenshot-Genesys-02.jpghttps://www.palomarr.com/wp-content/uploads/2024/06/supplier-screenshot-Genesys-03.jpghttps://www.palomarr.com/wp-content/uploads/2024/06/supplier-screenshot-Genesys-04.jpghttps://www.palomarr.com/wp-content/uploads/2024/06/supplier-screenshot-Genesys-05.jpg

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