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What is iVAC?

Genesis iVAC combines powerful database information retrieval functionalities with flexible plotting and report generation capabilities. This all-encompassing data and knowledge management solution is designed to perform data quality assessments, enable data manipulation, and assimilate various databases seamlessly. Once the data is refined, it opens the door to a variety of analytical opportunities, providing crucial insights for business intelligence. As an integrated tool, Genesis iVAC reveals the hidden potential of your data, making it adaptable to diverse database environments. Its compatibility with most popular reporting systems, along with the ability to customize for others, significantly enhances user interaction. By maximizing the utility of existing data, it supports more strategic management decisions. Furthermore, the web-enabled dashboard feature allows users to monitor data from remote locations, enhancing accessibility and collaboration. This capability not only streamlines workflows but also promotes a more informed decision-making process among team members, ultimately driving better business outcomes.

What is Genesys Cloud CX?

Genesys Cloud CX is a dynamic, cloud-driven platform designed for contact centers that strives to deliver exceptional customer experiences across various communication channels. Emphasizing scalability and flexibility, it integrates voice, chat, email, social media, and messaging into a cohesive interface. The platform harnesses advanced AI and analytics tools to provide real-time insights, automate routine tasks, and customize interactions, which significantly boosts customer engagement effectiveness. Moreover, its robust workforce management capabilities empower organizations to optimize staffing and performance while maintaining high-quality service standards. Suitable for businesses of all sizes, Genesys Cloud CX allows for effortless implementation and adaptability, making it a superior option for entities looking to enhance their customer service functions. As an added benefit, the solution ensures that companies can swiftly adapt to changing customer expectations and technological innovations, positioning them favorably in a competitive landscape. This adaptability not only improves customer satisfaction but also drives long-term business success.

Media

Media

Integrations Supported

2Ring Dashboards & Wallboards
ASAPP
AmplifAI
Automate365
Behavioral Signals
C1 Connected Experience (C1CX)
CDG Elements
Chatlayer by Sinch
Cresta
Gong
InteliWISE
QEval
Resemble AI
Salesforce Service Cloud
Sedric AI
Smartnumbers
Supervity
Thrive Global
Yellow.ai
Zowie

Integrations Supported

2Ring Dashboards & Wallboards
ASAPP
AmplifAI
Automate365
Behavioral Signals
C1 Connected Experience (C1CX)
CDG Elements
Chatlayer by Sinch
Cresta
Gong
InteliWISE
QEval
Resemble AI
Salesforce Service Cloud
Sedric AI
Smartnumbers
Supervity
Thrive Global
Yellow.ai
Zowie

API Availability

Has API

API Availability

Has API

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Pricing Information

$75 per user per month
Free Trial Offered?
Free Version

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Company Facts

Organization Name

Genesis Petroleum Technologies

Date Founded

2005

Company Location

Australia

Company Website

www.genesispetroleum.com.au/products-solutions/

Company Facts

Organization Name

Genesys

Date Founded

1990

Company Location

United States

Company Website

www.genesys.com

Categories and Features

Oil and Gas

Compliance Management
Equipment Management
Inventory Management
Job Costing
Logistics Management
Maintenance Management
Material Management
Project Management
Resource Management
Scheduling
Work Order Management

Categories and Features

Auto Dialer

Call Center Management
Call Recording
Call Reporting
Call Scripting
Lead Management
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Surveys

Business VoIP

Call Parking
Call Recording
Contact Management
Encryption
IVR / Voice Recognition
Ring Groups
SIP Trunking
Unified Communications
Voice Quality Enhancement

Call Center

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

Customer Engagement

Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content

Customer Experience

Action Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Collection
Sentiment Analysis
Survey Management
Text Analysis
Trend Analysis

Customer Satisfaction

360 Degree Feedback
Analytics
Call Reporting
Complaint Monitoring
Feedback Collection
Survey Management

Customer Service

Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management

Help Desk

Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management

IVR

Call Center
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customization
Voice Mail

Live Chat

Canned Responses
Customizable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers / Routing
Website Visitor Tracking

Predictive Dialer

Call Monitoring
Call Recording
Call Results
Call Transfer
Callback Scheduling
Campaign Specific Caller ID
Contact Management
FCC Compliance
FTC Compliance
Lead Capture
Lead Management

Telephony

Auto-Dialer
Call Center Management
Call Monitoring
Contact Management
IVR / Voice Recognition
Inbound Reporting
Outbound Reporting
Predictive Dialer
Telemarketing Management
VoIP
Voice & Data Integration

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

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