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Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate over 24 billion contact center interactions per year in the cloud and on premises.
Pacific. 2001 Junipero Serra Blvd. Daly City, CA, 94014, San Francisco, United States
2.8
3 reviews
Hasn’t replied to negative reviews
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The support teams hide behind the impossible log captures and submitted ideas for development. They are not very supportive and only ever come back with the same mantra and never really help.
Non adaptive 2025
Says it all.
A very bad platform and now every case takes double the time.
It amaes us how a company can make such a bad design.
Its loses connection all the time and a lot f downtime on top of it all.
They are not even ready at launch with the features we payed for.
Really want to warn others from this trainwreck
Genesys presents itself as a cutting-edge, AI-powered omnichannel solution – but the reality is deeply disappointing. The onboarding experience was chaotic: even the simplest setups can’t be done independently. You're forced to work with external partners, and the prices they charge are outrageous. I was quoted over €3,000 for minor tasks I later managed to do myself via freelancer.
Technologically, the platform is outdated. The AI branding is mostly smoke and mirrors – there's no real intelligence behind it. The omnichannel experience sounds promising but is poorly executed: the interface is unintuitive, the collaboration between channels is clumsy, and it’s simply not user-friendly. The only thing that works reliably is the routing – and that alone doesn’t justify the cost.
The most frustrating part is the company’s attitude: it’s all about squeezing money from customers. Partners are forced to meet revenue targets, and customer satisfaction is clearly not a priority. You really feel like a lemon being squeezed for as long as possible.
Conclusion: Genesys looks good on the surface, but the product behind the marketing is weak. If you value independence, modern tech, and fair pricing, I strongly advise you to think twice. This was an expensive and frustrating experience I wouldn’t want others to go through.
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