Name: Genesys IVR
Rating: 9 (7 reviews)
Author: Genesys

Help Desk

Web and Video Conferencing

Customer Support

PHP Frameworks

Text Editors

Development

Admissions and Enrollment

Online Proctoring Software

Education

Business Intelligence (BI)

Collaboration

Contract Analysis

Corporate Performance Management (CPM)

Payment Facilitation

Visitor Management

Whistleblowing

Enterprise

Accounting

Payment Hubs

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employer of Record (EOR)

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Complex Event Processing

Data Pipeline

Data Virtualization

Database-as-a-Service (DBaaS)

Disk Cloning

Endpoint Security

Enterprise Service Bus

Extended Detection and Response (XDR)

Firewall

Fraud Detection

Hosted Virtual Desktop

Integration Platform as a Service (iPaaS)

Interoperability

Network Performance Monitoring

Software Defined Networking (SDN)

Storage as a Service (STaaS)

User Virtualization

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Channel Management

Content Management

Email Marketing

Marketing Attribution

Marketing Automation

Social Media Management

Survey & Forms Building

Translation

Web Analytics

Marketing

Project Management

Transcription

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Proposal

Sales Intelligence

Sales

Data-Centric Audit Protection (DCAP)

Intrusion Detection

Operational Technology (OT) Security

Security

Aviation

Construction Accounting

Construction Takeoff and Estimating

Fleet Maintenance

Fleet Management

Insurance Policy Administration Systems

Online Fax

Population Health Management

Public Transportation

Telemedicine

Text Analysis

Vertical-Specific

Top Rated 2023

small

medium

large

Google Cloud Contact Center AI

Contact Center

Contact Center Software

Workforce Optimization (WFO)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Google

The Azure AI Speech service provides a range of speech recognition and generation capabilities including speech transcription, text-to-speech and speech translation. It provides a range of speech recognition and generation capabilities including speech transcription, text-to-speech, speech translation, and speaker recognition.

Azure AI Speech

Voice Recognition

Azure AI Speech Azure Cognitive Speech Services

Microsoft

Google Cloud Speech-to-Text

Likelihood to Recommend

Usability

Verint Speech Analytics

Verint

Nuance Dragon Speech Recognition

Support Rating

Nuance Communications, Inc

AssemblyAI

Knowlarity IVR

Knowlarity

Speechnotes

Open Source

Dragon

Sound Business Systems

Nuance Conservational IVR

Tech Cares 2023

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

Dragon Speech Recognition Nuance Dragon Speech Recognition

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

Genesys IVR

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

Reviews

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

Genesys Multicloud CX (discontinued)

Kofax PaperPort

Tungsten Power PDF

Kofax OmniPage

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.

Product Usage

Pros and Cons

Back End Integration
Third-Party Integration
Highly Customizable

Things done well

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

Things done poorly

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.

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

Return on Investment

Genesys Multicloud CX, Nuance Dragon Speech Recognition

Other Software Used

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

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

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.

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

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

Genesys IVR

Overview

What is Genesys IVR?

Genesys IVR defines the way to do IVR

Genesys IVR is a tool large businesses can depend on

Awards

Pricing

Genesys IVR

What is Genesys IVR?

Entry-level set up fee?

Offerings

Would you like us to let the vendor know that you want pricing?

Alternatives Pricing

Dragon Speech Recognition

What is Dragon Speech Recognition?

Google Cloud Speech-to-Text

What is Google Cloud Speech-to-Text?

Product Details

What is Genesys IVR?

Genesys IVR Technical Details

Comparisons

Compare with

Google Cloud Contact Center AI

Azure AI Speech

Google Cloud Speech-to-Text

Verint Speech Analytics

Dragon Speech Recognition

AssemblyAI

Knowlarity IVR

Speechnotes

Dragon

Nuance Conservational IVR

Reviews and Ratings

Reviews

No reviews found