Genesys is undeniably a leader when it comes to servicing very large enterprise companies — their customers include PayPal, Quicken, Vodafone, and international bank and finance companies. They offer multilingual contact center and customer experience services to mid-sized and enterprise businesses that want to drive performance at scale. Their services uniquely combine UCaaS (from RingCentral), CCaaS, and Work Flow Management with true omnichannel engagement and include more features and customization in comparison to their competitors.
They should always be quoted for large complex contact center opportunities — increased regulatory scrutiny, significant capacity constraints, location challenges, and more require a communication platform with the pedigree in the industry to support these large enterprises. Their IVR (Interactive Voice Response) products are the gold standard; coupling their IVR with ACD (Automatic Call Distributor) and Dialer capabilities creates a formidable combination of services that is capable across many industry verticals.