Name: Genesys IVR
Rating: 4.9 (11 reviews)
Author: Genesys

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Development

Alumni Management

School Management

Education

Association Management

Business Intelligence (BI)

Collaboration

Enterprise Resource Planning (ERP)

Environmental, Social, and Governance (ESG)

Facility Management

Meeting Management

Unified Communications as a Service (UCaaS)

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

HR Management

On-Demand Payment

Payroll

Talent Intelligence

Talent Management

Vendor Management Systems (VMS)

Workforce Analytics

Workforce Management

Human Resources

Asset Tokenization

Cloud Storage

Continuous Delivery

Data Center Backup

Data Governance

Fraud Detection

Graph Database

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

Managed Print

Master Data Management (MDM)

Message Oriented Middleware

Metadata Management

Network Function Virtualization (NFV)

Network Performance Monitoring

Network Traffic Analysis (NTA)

Robotic Process Automation (RPA)

SQL Server Performance Monitoring

Security Validation

Software-Defined WAN

Virtual Private Network (VPN)

Web Scraping

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Content Management

Contest Management

Customer Loyalty Program

Email Marketing

Location Intelligence

Marketing Automation

Marketing Resource Management

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Job Site Management

Project Management

Transcription

Waste Management

Professional Services

Customer Communication Management

Customer Relationship Management (CRM)

Sales

Automotive

Car Rental

Clinical Data Management

Equation Editors

Healthcare Learning Management

Vertical-Specific

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Genesys provides IVR (interactive voice response) products and services.

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Genesys IVR

Voice Recognition

Likelihood to Recommend

Genesys is the world’s leading provider of customer service and contact center software and services — with a 100% focus on customer experience and a mission of “saving the world from bad customer service.” 

With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s new customer conversation. 

Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. 

Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise. Following the acquisition of Interactive Intelligence, the Genesys product portfolio has expanded to include additional tools focused on customer experience, and solutions for a wider variety of company sizes.

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Genesys IVR 2022-07-01 09:32:04

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Genesys IVR 2022-03-17 09:44:51

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Customization options

Communication channels

Customer interaction

Multiple teams

Easy task

Bit complicated

Text to speech

Natural language

Chat bots

Create customized

Able to configure

User interface

Web page

Friendly and easy

Text messaging

Easy to use

Home

Voice Recognition Software

I develop and implement Genesys IVR for our customers in Kuwait who are mainly from the banking sector. We provide customized IVR applications to provide the customers of the banks with a voice-powered digital interface for their banking needs. Genesys IVR is powerful, highly customizable through code, and integrates with all industry-leading third-party applications to provide modern features such as ASR, Voice Biometrics, analytics, fraud detection, etc. Genesys IVR is capable of integrating with back-end systems to provide dynamic IVR features and enable powerful transactions for its users.

Back End Integration
Third-Party Integration
Highly Customizable

UI Could be made more user friendly
Better reporting capabilities
Code Versioning

Enhanced CX
A useful touchpoint in the customer journey
Taking Digital Banking to the next level

Genesys Multicloud CX, Nuance Dragon Speech Recognition

We use Genesys IVR to manage and funnel large volumes of inbound calls to our organization. With multiple teams supporting different lines of business we need to ensure our toll free numbers are routing efficiently and correctly. That is where Genesys IVR comes in. We use Genesys to act as our first line gatekeeper.

Route large volume of clients to the correct queue
Enable customization of IVR messages and routing
Enable flexibility to control which specific clients get routed to with teams or agents.

Changing IVR messaging or logic takes quite a bit of time and IT hours
Requesting a change involves multiple teams. Not seen as an easy task

Saves cost of hiring additional staff on the phones.
Saves AHT (Average handle time) by reducing the amount of transfers required.
Allows the business to handle more clients.

Wrike, NICE Back Office Workforce Management, Oracle Siebel CRM

Genesys IVR

Overview

What is Genesys IVR?