Name: Genesys IVR
Rating: 8.4 (8 reviews)
Author: Genesys

Help Desk

Web and Video Conferencing

Customer Support

Chatbot

Development

Classroom Management

Education

Business Intelligence (BI)

Collaboration

Corporate Social Responsibility (CSR)

Email Spam Filter

Enterprise

Accounting

Accounting and Tax Services

Financial Risk Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Diversity, Equity, and Inclusion (DEI)

Employee Recognition

HR Management

Payroll

Recruitment Marketing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

Application Virtualization

Browser

Cloud Cost Management

Cloud Storage

Content Delivery Networks (CDN)

Disk Cloning

Fraud Detection

IP Address Management (IPAM)

Integration Platform as a Service (iPaaS)

IoT Security

License Management

MLOps

Managed IT Service

Network Performance Monitoring

Network Security

Operating Systems

Secret Managers

Server Virtualization

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Brand Intelligence

Contact Center

Content Management

Email Marketing

Event Management

Marketing Automation

Product Sampling

Social Media Management

Social Media Marketing

Survey & Forms Building

Video

Web Analytics

Marketing

Meeting Room Booking

Project Management

Professional Services

Construction CRM

Customer Relationship Management (CRM)

Intelligent Virtual Assistant

Lead Generation Services

Sales

Database Security

Video Surveillance

Security

Computer-Aided Manufacturing (CAM)

Construction Takeoff and Estimating

Debt Collection

Hotel Management

InsurTech

Lease Management

Multiple Listing Service (MLS)

Population Health Management

Rental Property Management

Vendor Neutral Archive (VNA)

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Google Cloud Contact Center AI

Google

Nuance Dragon Speech Recognition

Nuance Communications, Inc

Azure AI Speech

Microsoft

Genesys Cloud CX

Genesys

Twilio

Enghouse Interactive Contact Centers

Enghouse

Knowlarity IVR

Knowlarity

CloudTalk

CloudTalk.io

Sprinklr Service

Sprinklr

Five9

Tech Cares 2023

Tech Cares 2024

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

Nuance's Dragon Speech Recognition suite are applications for lawyers, medical practitioners, and other professionals, allowing them to dictate and record notes (according to the vendor) faster than typing, accurately.

Dragon Professional Anywhere

Dragon Legal Anywhere

Dragon Law Enforcement

Dragon Professional Individual, v15

Dragon Legal Individual, v15

Dragon Anywhere

Speech-to-Text on Google Cloud is a tool used to convert speech into text using an API powered by Google’s AI technologies. The vendor states users can transcribe content in real time or from stored files; deliver a better user experience in products through voice commands; and, gain insights from customer interactions to improve service.

Speech-to-Text V1 API

Speech-to-Text V2 API

Google Cloud Speech-to-Text

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.

Genesys Multicloud CX (discontinued)

Tungsten PaperPort

Tungsten Power PDF

Tungsten OmniPage

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

Oracle Siebel Enterprise Marketing Suite (discontinued)

Wrike

Oracle Siebel CRM

NICE Back Office Workforce Management, on CXOne

Avaya UCaaS

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?