JSON twin: https://www.healthaidb.com/software/genesys.json
Genesys
https://www.genesys.com/genesys-cloud
Genesys Cloud is a cloud-based omnichannel contact center and experience orchestration platform used in healthcare to manage patient, member and provider communications with embedded AI and EHR/CRM integrations.
Genesys Cloud (Health CX) provides HIPAA/HITRUST-capable contact center capabilities for healthcare: omnichannel routing (voice/chat/email/SMS), virtual agents and bots, predictive routing, workforce engagement, quality monitoring, analytics, outbound campaign management, and native integrations (eg, Epic, Salesforce) to streamline patient access, triage, revenue cycle and care coordination at scale.
yes
1990
Multi-region cloud hosting (selectable regions including US, EU, AU/Asia Pacific; region choice for tenant data)
P0640
2025-09-07
commercial proprietary
Subscription-based SaaS with multiple tiers and add-ons (Genesys Cloud plans); public tier/pricing available on vendor site for Cloud CX but healthcare deployments typically require enterprise pricing—contact vendor for quote; free trials/demos available.
subscription
2015
product
1.0
{
"company_name": "Genesys",
"company_url": "https://www.genesys.com",
"company_offices": [
"United States",
"Canada",
"United Kingdom",
"Germany",
"France",
"Australia",
"India",
"Japan",
"Netherlands",
"Brazil"
],
"company_founding": "1990",
"product_url": "https://www.genesys.com/genesys-cloud",
"categories": [
"administrative",
"patient-facing",
"telehealth",
"communication",
"ai and automation"
],
"market_segment": [
"enterprise",
"smb"
],
"links": [
"https://www.genesys.com",
"https://www.genesys.com/genesys-cloud",
"https://www.genesys.com/solutions/healthcare",
"https://www.genesys.com/pricing",
"https://www.genesys.com/company/trust",
"https://www.genesys.com/global-offices",
"https://developer.genesys.cloud",
"https://www.g2.com/products/genesys-cloud-cx/reviews",
"https://www.capterra.com/p/179417/Genesys-Cloud/reviews/",
"https://aws.amazon.com/marketplace/pp/prodview-hy7mzpidw3yjy"
],
"summary": "Genesys Cloud is a cloud-based omnichannel contact center and experience orchestration platform used in healthcare to manage patient, member and provider communications with embedded AI and EHR/CRM integrations.",
"description": "Genesys Cloud (Health CX) provides HIPAA/HITRUST-capable contact center capabilities for healthcare: omnichannel routing (voice/chat/email/SMS), virtual agents and bots, predictive routing, workforce engagement, quality monitoring, analytics, outbound campaign management, and native integrations (eg, Epic, Salesforce) to streamline patient access, triage, revenue cycle and care coordination at scale.",
"target_users": [
"contact center agents",
"clinical call center staff",
"care managers",
"administrators",
"IT/ops teams",
"patients/members",
"health plan representatives",
"life sciences support teams"
],
"specialties": [
"patient access / scheduling",
"triage/clinical routing",
"revenue cycle / claims support",
"population health / care management",
"non-emergency medical transport (NEMT) support",
"life sciences patient support & clinical trials",
"telehealth patient engagement"
],
"regions_available": [
"United States",
"Canada",
"United Kingdom",
"Germany",
"France",
"Spain",
"Brazil",
"Australia",
"India",
"Japan"
],
"languages_supported": [
"English",
"Spanish",
"French",
"German",
"Portuguese",
"Japanese"
],
"pricing_model": "subscription",
"pricing_details": "Subscription-based SaaS with multiple tiers and add-ons (Genesys Cloud plans); public tier/pricing available on vendor site for Cloud CX but healthcare deployments typically require enterprise pricing—contact vendor for quote; free trials/demos available.",
"license": "commercial proprietary",
"deployment_model": [
"SaaS (cloud)"
],
"os_platforms": [
"Web (browser)",
"iOS",
"Android",
"Windows",
"macOS",
"Linux (browser)"
],
"features": [
"Omnichannel routing (voice, chat, email, SMS, social)",
"Automatic call distribution (ACD) and skill-based routing",
"Interactive voice response (IVR) and self-service flows",
"Workforce engagement (WEM) — scheduling, forecasting",
"Quality management and recording",
"Real-time and historical analytics / dashboards",
"Predictive and skills-based routing",
"Outbound dialer and campaign management",
"Speech and interaction analytics",
"Bots and conversational AI (virtual agents)",
"Screen pop / CRM context for agents",
"Contact and interaction history",
"Supervisor tools (coach, barge, whisper)",
"Workforce optimization (WFO) integrations",
"PCI redaction for payment interactions",
"APIs and developer platform (custom integrations)",
"Genesys Cloud AI capabilities (assistants, automation)",
"Monitoring and observability tools"
],
"optional_modules": [
"Workforce Engagement Management (WEM/WFO)",
"Advanced Analytics / Interaction Analytics",
"Predictive Engagement / Outbound Campaigns",
"Quality Management module",
"Genesys Cloud AI Studio",
"Health CX (Epic integration offering)"
],
"integrations": [
"Epic (Health CX / Epic Workshop integrations)",
"Salesforce",
"Microsoft Teams",
"ServiceNow",
"Zendesk",
"Twilio",
"Zoom",
"Microsoft Azure AD / Active Directory",
"Amazon Web Services (for partner solutions)",
"Google Cloud (for partner solutions)",
"NICE (recording/analytics partnerships)",
"Cisco (telephony/SIP trunking)",
"Third‑party CTI connectors and AppFoundry apps (various EHR connectors)",
"Payment gateways / PCI redaction partners",
"Custom REST/SOAP integrations via APIs"
],
"data_standards": [
"FHIR (via integrations)",
"HL7 v2 (via integrations)",
"SIP (telephony signaling)",
"REST APIs",
"OAuth 2.0 / OpenID Connect",
"SAML (federated auth)"
],
"api_available": "yes",
"system_requirements": "",
"compliance": [
"HIPAA (supports covered entity / BAA agreements)",
"GDPR (data protection / privacy controls)",
"SOC 2",
"ISO/IEC 27001"
],
"certifications": [
"SOC 2 (Type II)",
"ISO 27001"
],
"security_features": [
"Encryption in transit (TLS) and at rest",
"Role-based access control (RBAC)",
"Single sign-on (SAML, SSO)",
"Audit logging and activity trails",
"Multi-factor authentication (MFA)",
"Network and application monitoring"
],
"privacy_features": [
"Business Associate Agreement (BAA) availability",
"PCI redaction for sensitive payment data",
"Access controls and consent-capable integrations",
"Data retention controls / configurable retention policies"
],
"data_residency": "Multi-region cloud hosting (selectable regions including US, EU, AU/Asia Pacific; region choice for tenant data)",
"customers": [
"Fanatics",
"Coca-Cola Bottlers' Sales and Services",
"Amica",
"Prvidr",
"Randstad",
"IONOS",
"EWE",
"Callexcell"
],
"user_reviews": [
"Yes, the software is shit. There is a 2 sec delay on the calls which always makes the customers think we are over talking them.",
"The call quality is good and the overall system is stable. We rarely face any major issues during work.",
"Migration to Genesys Cloud CX was pretty easy. The tool was very easy to use and we could easily train new employees.",
"Modern, new, fresh and can handle daily inbound and outbound calls amongst other things. Pros: great soft phone and stat reporting.",
"Good system, but has reliability issues and lacks ease-of-use functionality.",
"Powerful omnichannel features and robust analytics, though some configuration quirks and learning curve exist."
],
"ratings": [
"G2: 4.3/5 (overall, reported Mar 2025)",
"CX Today report: Genesys Cloud CX has strong G2 rankings (4.3/5 referenced)",
"TrustRadius: multiple positive user reviews (summary rating referenced on TrustRadius page)"
],
"support_channels": [
"ticketing",
"community",
"phone",
"chat",
"email"
],
"training_options": [
"documentation",
"webinars",
"live_online",
"certification"
],
"release_year": "2015",
"integration_partners": [
"Amazon Web Services (AWS)",
"Google Cloud",
"Boost.ai",
"NTT (implementation partner)",
"Kerv (implementation partner)",
"Lumen (service partner)",
"AppFoundry partner ecosystem"
],
"id": "P0640",
"slug": "genesys",
"type": "product",
"version": "1.0",
"last_updated": "2025-09-07",
"links_json": {
"self": "https://www.healthaidb.com/software/genesys.json"
}
}