What is Genesys?
Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Visit www.genesys.com
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Genesys Reviews (1)
- ★★★★★0
- ★★★★★0
- ★★★★★0
- ★★★★★0
- ★★★★★1
Review Summary
Generated using AI from real user reviews
Genesys failed to deliver on promised features and customer service in this user's experience. The core complaint centers on promised integrations — specifically Salesforce support outlined in the contract — that were never implemented. When the customer pressed for delivery over a year, they were told the features would only appear at a significantly higher price, with no willingness to negotiate or acknowledge the original commitment.
Beyond the feature gap, the reviewer found the platform overly complicated relative to competitors like Fonality, with an unfriendly user interface. The customer also cited concerns about technical competence among Genesys staff and poor communication when trying to resolve the issue. This single review paints a picture of unmet expectations, unresponsive support, and frustration with both the product and vendor relationship.
★★★★★
Friday, July 31, 2015
“We were promised quite a few features, including Salesforce integration,…”
We were promised quite a few features, including Salesforce integration, that were in the specs we agreed to when we agree to a price. Those features were never created, and when we asked for them for over a year we were finally told that we could get them if we paid far more money. When sharing the documents they had created that promised these features, we were stonewalled, offered no concessions, and were treated horribly. Our experience with Genesys is that the system is overly complicated compared to competitors like Fonality, is unfriendly to users, many of the staff are technically incapable, and they don't deliver what they promise. They were a waste of money, and extremely disappointing.
