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Genesys IVR

N/A

Unavailable

What is Genesys IVR?

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

Entry-level set up fee?

No setup fee

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

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Product Details

About
Tech Details

What is Genesys IVR?

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

Genesys IVR Technical Details

Deployment Types	Software as a Service (SaaS), Cloud, or Web-Based
Operating Systems	Unspecified
Mobile Application	No

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Reviews and Ratings

(7)

Reviews

(1-2 of 2)

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July 02, 2022

Genesys IVR defines the way to do IVR

Verified User

Consultant in Information Technology

Banking Company, 10,001+ employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Use Cases and Deployment Scope

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.

Pros and Cons

Back End Integration
Third-Party Integration
Highly Customizable

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

Likelihood to Recommend

Genesys IVR is an industry-leading IVR application. IVR is one of the core features of a contact center system and Genesys IVR plays an important role in Genesy's offering. The capability to customize it using code, and its ability to write complex backend logic, makes it a very powerful application capable of providing the end-users a plethora of options and enhancing the end-users CX.

Return on Investment

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

Other Software Used

Genesys Multicloud CX, Nuance Dragon Speech Recognition

March 19, 2022

Genesys IVR is a tool large businesses can depend on

Verified User

Manager in Sales

Insurance Company, 1001-5000 employees

Score 7 out of 10

Vetted Review

Verified User

Incentivized

Use Cases and Deployment Scope

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.

Pros and Cons

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

Likelihood to Recommend

Genesys IVR Works, it's efficient, and gets the job done. The support team is good and is willing to help out when issues arise. It is a consistent system that can be depended on by large corporations. I would recommend Genesys IVR as a solution for any medium to large business.