Genesys Cloud
All-in-One Omnichannel Cloud Contact Center & Communications Solution Delivered and Supported by Star Telecom
OMNICHANNEL
Genesys Cloud is a true omnichannel solution in 1 platform
BIG ROI
Businesses have seen 570% ROI in 3 years
SCALABILITY
Easily scale without going to IT, or worse, a third party partner
Genesys Cloud Contact Center Platform for Small to Mid-Sized Businesses
The Genesys Cloud Contact Center Platform is a true omnichannel (web chat, email, text, voice) contact center solution suitable for small to mid-sized businesses. It’s critical to meet your customers where they are. Master the new era of multichannel touchpoints and deliver the consistent and personalized experiences that customers expect. Having easy access to relevant data means you can effectively manage your call center performance & and target new KPI’s. The Genesys platform was designed so business users can add on & off-site agents, adjust work schedules, and even modify IVR settings on the fly without the need for IT getting involved. The cloud contact center market is expected to grow from 6.4 billion UD in 2017 to 24.1 billion USD in 2023, a CAGR of 25%! Join the Cloud Contact Center evolution to provide better customer experiences today.
Improve Customer Interactions - the Star Telecom Team Makes Genesys Cloud Even Better
With more than two decades of experience in designing, developing and managing hosted and cloud-based contact center solutions, Star Telecom is the best choice for migrating your contact center onto Genesys Cloud. With full-service capabilities including managed SIP Trunking, SMS, 24x7 Support and Development and Training, Star Telecom will reduce your learning curve with Genesys Cloud and continue to support your organization.
The Genesys Cloud platform was built from the ground up as an omni-channel call center. It delivers a single interface for all customer interactions, integrates with dozens of other customer-facing applications and does so simply and cleanly. Communicate with customers, collaborate internally, consolidate technologies and drive your business forward.
Give your Customers Options
Positive customer experiences don’t stop at short hold times on the phone anymore. Customers now expect multiple ways to reach out for support, through web chat, text, phone, email and social media. Customers also want to feel like you know them well, so when they call in, the agent has a full understanding of their previous interactions allowing them to have their issue resolved faster. Offer self service options for your customers to make payments or account changes without having to wait for an agent. Save your agent’s time to handle more complex issues, and allow them to handle interactions faster with more detail. Contact us to learn more about the benefits of Genesys Cloud, a true Omnichannel Cloud Contact Center.
Features
- Web Chat, Email, Text, Voice in One Platform
- Call Center Analytics & Insights
- Automate Call Routing
- CRM Integration
- Automate Outbound Communications Through Multiple Channels
- Business Automation / Workforce Management
- Security that meets and exceeds industry standards
- Self Service for Your Customers
Genesys Cloud Benefits
- Provide High Quality Customer Service
- Increase Your Contact Center Productivity by 25%
- Reduce Transfers by 35%
- Cut Average Call Handle Time by 40 Seconds
- Gain Insights Into Your Operations & Identify KPI’s
- Scale for a growing organization without the need for an IT department or third-party resource
Star Telecom Benefits
- Designed, Deployed and Supported by Star Telecom
- Managed SIP Services
- 24x7 Voice, Email, & Ticket Technical Support
- Fast implementation and change delivery
- Dedicated Account Management
- Global coverage
- Sustainment / support as a service
- Custom integrations and solutions
Customer Success Stories
The best Genesys Cloud® contact center platform for your business
Genesys Cloud 1
Solve customer problems faster.
60 € EUR
per agent per
month*
or
55c EUR
per agent per
hour*
(billed annually)
Minutes sold separately.
Genesys Cloud 2
More channels, more success.
88 € EUR
per agent per
month*
or
80c EUR
per agent per
hour*
(billed annually)
Minutes sold separately.
Genesys Cloud 3
Unlimited channel surfing.
112 € EUR
per agent per
month*
or
1.01 € EUR
per agent per
hour*
(billed annually)
Minutes sold separately.
With different platform packages, you can choose the best option for your company.
Genesys Cloud Communicate pricing
Your phone has big dreams.
8 € EUR
per user per
month*
(billed annually)
Minutes sold separately.
Flexible voice options
Take
business communications entirely to
the cloud with
pay per minute
Genesys Cloud Voice services.
Or, keep
your existing carrier contract
and
manage your own voice
cost.
Compare Plans
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| ACD Voicemail Routing | ✓ | ✓ | |
| Bullseye Routing | ✓ | ✓ | |
| Callback Objects (IVR & Web) | ✓ | ✓ | |
| Customer Journey | ✓ | ✓ | |
| ✓ | ✓ | ||
| External Contacts | ✓ | ✓ | ✓ |
| In-Queue Audio Configuration | ✓ | ✓ | ✓ |
| In-Queue Call Flows | ✓ | ✓ | ✓ |
| Messaging Inbound | ✓ | ||
| Priority FIFO Routing | ✓ | ✓ | ✓ |
| Response Management | ✓ | ✓ | |
| SMS Inbound | ✓ | ||
| Skills-based Routing | ✓ | ✓ | |
| Social Media (Twitter) | ✓ | ||
| Voice | ✓ | ✓ | ✓ |
| Voice Co-browse | ✓ | ||
| Voice Screen Share | ✓ | ||
| Web Chat | ✓ | ✓ | |
| Web Chat Co-browse | ✓ | ||
| Web Chat Screen Share | ✓ | ||
| Wrap-up Codes | ✓ | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| ASR-Supported Languages | ✓ | ✓ | ✓ |
| Audio Debug a Call Flow | ✓ | ✓ | ✓ |
| Dependency Tracking | ✓ | ✓ | ✓ |
| Drag & Drop Auto-Attendant | ✓ | ✓ | ✓ |
| Email Flows | ✓ | ✓ | |
| Graphical Task Editor | ✓ | ✓ | ✓ |
| Inbound Call Flows | ✓ | ✓ | ✓ |
| Integrated Prompt Management | ✓ | ✓ | ✓ |
| Integrated Speech Enablement | ✓ | ✓ | ✓ |
| Native Versioning | ✓ | ✓ | ✓ |
| Outbound Call Flows | ✓ | ✓ | |
| Printing a Call Flow | ✓ | ✓ | ✓ |
| Real-time Error Tracking | ✓ | ✓ | ✓ |
| Robust Expression Editing | ✓ | ✓ | ✓ |
| Secure IVR | ✓ | ✓ | |
| TTS-Supported Languages | ✓ | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Adv. Record Processing Rules | ✓ | ✓ | ✓ |
| Agentless/Auto Messaging | ✓ | ✓ | |
| Answering Machine Detection | ✓ | ✓ | ✓ |
| Contact List Management | ✓ | ✓ | ✓ |
| Contact List Rest API | ✓ | ✓ | ✓ |
| Data Export | ✓ | ✓ | ✓ |
| Inbound/Outbound Blending | ✓ | ✓ | |
| Outbound Reports | ✓ | ✓ | ✓ |
| Power Dialing | ✓ | ✓ | |
| Predictive Dialing | ✓ | ✓ | |
| Preview Dialing | ✓ | ✓ | ✓ |
| Priority Preview Dialing | ✓ | ✓ | |
| Progressive Dialing | ✓ | ✓ | ✓ |
| Scheduled Callbacks | ✓ | ✓ | ✓ |
| Wrap-up Codes | ✓ | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Abandon Rate Configuration | ✓ | ✓ | ✓ |
| Caller ID Control | ✓ | ✓ | ✓ |
| Campaign Sequences | ✓ | ✓ | ✓ |
| Filtering for Call Lists | ✓ | ✓ | ✓ |
| Multi-level Caller ID Settings | ✓ | ✓ | ✓ |
| Progress View | ✓ | ✓ | ✓ |
| Outlook-style Schedule View | ✓ | ✓ | ✓ |
| Callable Times | ✓ | ✓ | ✓ |
| Dynamic Do Not Call Lists | ✓ | ✓ | ✓ |
| Multiple DNC Lists Per Campaign | ✓ | ✓ | ✓ |
| Online DNC.com Integration | ✓ | ✓ | ✓ |
| Pacing Control and Overrides | ✓ | ✓ | ✓ |
| Time Zone Mapping | ✓ | ✓ | ✓ |
| Time Zone Support | ✓ | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Ability to Customize Script | ✓ | ✓ | |
| Chat | ✓ | ✓ | |
| Complex Variable Types | ✓ | ✓ | |
| Default Script | ✓ | ✓ | ✓ |
| ✓ | ✓ | ||
| Import/Export Scripts | ✓ | ✓ | |
| Inbound Call Support | ✓ | ✓ | ✓ |
| Outbound Call Support | ✓ | ✓ | ✓ |
| Pre-packaged Validations | ✓ | ✓ | |
| Script Errors Panel | ✓ | ✓ | |
| SMS | ✓ | ||
| Templates | ✓ | ✓ | |
| URL Screen Pop | ✓ | ✓ | ✓ |
| Version Control | ✓ | ✓ | |
| Voice | ✓ | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Historic Schedule Adherence | ✓ | ||
| Intraday Monitoring | ✓ | ||
| Load-based Schedule Generation | ✓ | ||
| Manual Schedule Creation | ✓ | ✓ | |
| Real-time Schedule Adherence | ✓ | ||
| Short-term Forecasting | ✓ | ||
| Time Off Requests | ✓ | ||
| Verint Integration | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| 100% Email Recording | ✓ | ✓ | |
| 100% Encryption | ✓ | ✓ | ✓ |
| 100% Voice Recording | ✓ | ✓ | ✓ |
| 100% Web Chat Recording | ✓ | ✓ | |
| Callback | ✓ | ✓ | |
| Dual-channel Call Recording | ✓ | ✓ | |
| Evaluation Audit Trail | ✓ | ✓ | |
| Flexible Search with Facets | ✓ | ✓ | ✓ |
| Long-term Cloud Storage | ✓ | ✓ | ✓ |
| Permission-based Playback | ✓ | ✓ | ✓ |
| Policy-based Retention | ✓ | ✓ | ✓ |
| Recording Audit Trail | ✓ | ✓ | ✓ |
| Screen Recordings | ✓ | ||
| Secure Pause | ✓ | ✓ | ✓ |
| Single-channel Call Recording | ✓ | ✓ | ✓ |
| SMS | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Recordings & Evaluation Scores | ✓ | ✓ | |
| Calibration Process | ✓ | ✓ | |
| Evaluation Assignment | ✓ | ✓ | |
| Evaluation Form Designer | ✓ | ✓ | |
| Evaluation Workflows | ✓ | ✓ | |
| Faceted Evaluation Search | ✓ | ✓ | |
| Multiple Question Types | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Speech-to-Text Transcription | ✓ | ✓ | |
| *via third-party integration |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Agent Activation | ✓ | ✓ | ✓ |
| Assistance | ✓ | ✓ | ✓ |
| Listen (Monitoring) | ✓ | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Flexible API Access | ✓ | ✓ | ✓ |
| Contact Center Dashboard | ✓ | ✓ | ✓ |
| Interactions Details Views | ✓ | ✓ | ✓ |
| Queues Activity Real-time Views | ✓ | ✓ | ✓ |
| Performance Views | ✓ | ✓ | ✓ |
| Agent Availability Report | ✓ | ✓ | ✓ |
| Interaction Details Report | ✓ | ✓ | ✓ |
| Queue Metrics Report | ✓ | ✓ | ✓ |
| Scheduled Reports | ✓ | ✓ | ✓ |
| Wrap-up Codes Report | ✓ | ✓ | ✓ |
| Performance iPad App | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Microsoft Dynamics | ✓ | ✓ | ✓ |
| Salesforce | ✓ | ✓ | ✓ |
| REST API Access | ✓ | ✓ | ✓ |
| Zendesk | ✓ | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Call Logging | ✓ | ✓ | ✓ |
| Click-to-Dial | ✓ | ✓ | ✓ |
| Embedded Genesys Cloud UI | ✓ | ✓ | ✓ |
| Screen Pops | ✓ | ✓ | ✓ |
| *$15 USD add-on per agent |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Embedded Genesys Cloud UI | ✓ | ✓ | ✓ |
| Screen Pops | ✓ | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Click-to-Dial | ✓ | ✓ | ✓ |
| Make Call from Context Menu | ✓ | ✓ | ✓ |
| Embedded Genesys Cloud UI | ✓ | ✓ | ✓ |
| Screen Pops | ✓ | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Prospect Conversion | ✓ | ✓ | ✓ |
| *$110 USD add-on per user |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Active Directory | ✓ | ✓ | ✓ |
| Microsoft Exchange | ✓ | ✓ | ✓ |
| REST API Access | ✓ | ✓ | ✓ |
| SharePoint | ✓ | ✓ | ✓ |
| SQL Database | ✓ | ✓ | ✓ |
| Workday | ✓ | ✓ | ✓ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| Chat Integration | ✓ | ✓ | ✓ |
| *5 USD add-on per user |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
| GDPR | ✓ | ✓ | ✓ |
| HIPAA Compliance | ✓ | ✓ | ✓ |
| PCI DSS - Secure IVR | ✓ | ✓ | |
| PCI DSS - Secure Pause | ✓ | ✓ | ✓ |
| Collaborate | Communicate | |
| Audio Conferencing | ✓ | |
| Call Recording | ✓ | |
| Chat | ✓ | ✓ |
| Cloud IP PBX | ✓ | |
| Desktop Sharing | ✓ | ✓ |
| Directory | ✓ | ✓ |
| File Sharing | ✓ | ✓ |
| Group Ring, Hunt Groups | ✓ | |
| Inbound & Outbound Faxing | ✓ | |
| Native mobile application | ✓ | ✓ |
| Unified Inbox | ✓ | |
| Video Calling - peer-to-peer | ✓ | ✓ |
| Video Calling - multi-user | ✓ | |
| Voicemail | ✓ | |
| WebRTC Softphone | ✓ |
