11
NPS
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Genesys is ranked #297 in Tech Brands
Genesys is ranked #297 in Tech Brands
About Genesys' Brand
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Genesys’s brand is ranked #896 in the list of Global Best Brands, a carefully curated list of recognized brands as rated by customers of Genesys. When compared to other organizations within the Tech industry, Genesys is ranked #297. Among its major competitors, Genesys is ranked in 5th place for NPS while Salesforce is 1st, and Nuance Communications is 2nd.Their current valuation is $89.41M
Brand at a Glance
78%
Customer Loyalty
3.7/5
Product Quality
3.7/5
Pricing
3.7/5
Customer Service
Genesys CMO
Merijn Booij
Merijn Booij serves as the Chief Marketing Officer of Genesys. Merijn started at Genesys in February of 2016. Merijn currently resides in the San Francisco Bay Area.
Genesys Ranking
- #297 in Tech
- #3 / 4 of its competitors
Genesys NPS
Genesys's Net Promoter Score (NPS) is a 11 with 44% Promoters, 23% Passives, and 33% Detractors. Net Promoter Score tracks whether Genesys's customers would recommend using the product based on a scale of -100 to 100.
Genesys Overall NPS
| 44% | Promoters |
|---|---|
| 23% | Passives |
| 33% | Detractors |
Genesys NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2023 6 | Dec 2023 | 6 |
Jan 2024 6 | Jan 2024 | 6 |
Feb 2024 7 | Feb 2024 | 7 |
Apr 2024 6 | Apr 2024 | 6 |
May 2024 11 | May 2024 | 11 |
Sep 2024 9 | Sep 2024 | 9 |
Oct 2024 9 | Oct 2024 | 9 |
Nov 2024 11 | Nov 2024 | 11 |
Jan 2025 10 | Jan 2025 | 10 |
Feb 2025 9 | Feb 2025 | 9 |
Mar 2025 11 | Mar 2025 | 11 |
Oct 2025 10 | Oct 2025 | 10 |
How Other Brands Compare
Genesys is ranked third for NPS among its competitors. Salesforce and Five9 Inc come in first and second, with inContact coming in at #4. Among those competitors, it is the lowest valued company behind Salesforce.
 Genesys |  Salesforce |  Five9 Inc |  inContact | |
| Global Ranking | #896 | #- | #- | #- |
| NPS | 11 | 36 | 34 | -17 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | $89.41M | $201.44B | $12.57B | $10.52B |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Genesys NPS by Gender
Male customers rated Genesys's NPS 3 points higher than Female customers.
Male
23
Genesys's NPS was rated 23 by Male customers on Comparably.
56%
Promoters
11%
Passives
33%
Detractors
Female
20
Genesys's NPS was rated 20 by Female customers on Comparably.
40%
Promoters
40%
Passives
20%
Detractors
Genesys NPS by Ethnicity
Genesys's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 11 | Caucasian | 11 |
Asian or Pacific Islander 60 | Asian or Pacific Islander | 60 |
Other -34 | Other | -34 |
Genesys NPS by Age
Genesys's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 36-40.
Genesys NPS by Usage
Genesys's NPS was rated the highest by customers who have used Genesys's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 67 | Less than 1 Year | 67 |
1 to 2 Years -67 | 1 to 2 Years | -67 |
2 to 5 Years 75 | 2 to 5 Years | 75 |
5 to 10 Years 34 | 5 to 10 Years | 34 |
Over 10 Years -20 | Over 10 Years | -20 |
Genesys NPS vs. Competitors
Compared to its competitors, Genesys's NPS is rated right above Aspect, and is preceded by ASPECT SOFTWARE, INC..
| COMPANY | NPS Score | |
|---|---|---|
| Salesforce | 36 |
 | Nuance Communications | 36 |
| Five9 Inc | 34 |
 | ASPECT SOFTWARE, INC. | 34 |
| Genesys | 11 |
 | Aspect | N/A |
 | Liveops | -3 |
 | Avaya | -11 |
| inContact | -17 |
Genesys Customer Reviews
Out of the 5 Genesys customer reviews 4 were positive and 1 was constructive. Genesys customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Genesys Customer Loyalty
78%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
78% of Genesys users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Genesys Customer Loyalty Score by Gender
Female customers rated Genesys's Customer Loyalty score 11% higher than Male customers.
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Male
80%
Yes
Female
91%
Yes
Genesys Customer Loyalty Score by Ethnicity
Genesys's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Genesys.
70
out of 100
Caucasian
100
out of 100
Asian or Pacific Islander
100
out of 100
Other
Genesys Customer Loyalty Score by Age
Genesys's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Genesys.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 78% | 26-30 | 78% |
31-35 100% | 31-35 | 100% |
36-40 70% | 36-40 | 70% |
51-55 100% | 51-55 | 100% |
Genesys Customer Loyalty Score by Usage
Genesys's Customer Loyalty score was rated the highest by customers who have used Genesys's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Genesys Customer Loyalty Score by Industry
Genesys's Customer Loyalty score was rated the highest by Architecture and Planning industry customers, and the lowest by Tech industry customers.
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Genesys Customer Loyalty vs. Competitors
Compared to its competitors, Genesys's Customer Loyalty score is rated right above Salesforce, and is preceded by Five9 Inc.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Five9 Inc | 78% |
| Genesys | 78% |
| Salesforce | 75% |
| Liveops | 69% |
| Nuance Communications | 67% |
| Avaya | 67% |
| inContact | 57% |
| ASPECT SOFTWARE, INC. | N/A |
| Aspect | N/A |
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Customer Loyalty for Other Tech Brands
In the Tech industry, Genesys's Customer Loyalty score is rated right below Peloton.
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Genesys Product Quality
3.7/5
Genesys has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Genesys Product Information
Genesys serves markets in the United States, Asia, Europe, Middle-East and Africa, Australia, Canada, and Latin America. Genesys supports iOS, Web, and Android devices and offers products for medium and large sized businesses.
Genesys’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Architecture and Planning industry rated Genesys's product the highest. Reviewers from the Tech industry rated Genesys the lowest at 3.6.
- Website
- http://www.genesys.com
- Company Size
- 5,001-10,000 Employees
Industry
Tech
AI, Big Data and Analytics
Business Services
SaaS
Languages Supported
English
Product Type
Communication Software
Customer Experience Software
Testing Software
Call Center Software
Contact Center Software
IVR Software
Quick Insights into Genesys Product Quality
Genesys's Product Quality score was rated highest by customers ages 31-35, and rated lowest by customers who have used Genesys's products/services for 1 to 2 Years.
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Ranked Genesys Product Quality the Highest
Ranked Genesys Product Quality the Lowest
Genesys Product Quality Score by Gender
Female customers rated Genesys's Product Quality score 0.6 stars higher than Male customers.
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Male
3.6/5
Female
4.2/5
Genesys Product Quality Score by Ethnicity
Genesys's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Other 3.5 | Other | 3.5 |
Genesys Product Quality Score by Age
Genesys's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Genesys.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.6 | 26-30 | 3.6 |
31-35 5 | 31-35 | 5 |
36-40 3.1 | 36-40 | 3.1 |
51-55 3.7 | 51-55 | 3.7 |
Genesys Product Quality Score by Usage
Genesys's Product Quality score was rated the highest by customers who have used Genesys's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Genesys Product Quality Score by Industry
Genesys's Product Quality score was rated the highest by Architecture and Planning industry customers, and the lowest by Tech industry customers.
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Genesys Product Quality vs. Competitors
Compared to its competitors, Genesys's Product Quality score is rated right above Liveops, and is preceded by Five9 Inc.
| COMPANY | Product Quality Score | |
|---|---|---|
| ASPECT SOFTWARE, INC. | 4.1/5 |
| Salesforce | 4/5 |
| Five9 Inc | 3.8/5 |
| Genesys | 3.7/5 |
| Liveops | 3.4/5 |
| Nuance Communications | 3.2/5 |
| Avaya | 3.1/5 |
| inContact | 2.2/5 |
| Aspect | N/A |
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Product Quality for Other Tech Brands
In the Tech industry, Genesys's Product Quality score is rated right below ROBLOX.
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Genesys Pricing
Genesys ROI & Value For Money
3.7/5
Genesys has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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Genesys Pricing Plans
Genesys has a pricing structure that accommodates medium and large businesses.
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Tech industry. The users from the Architecture and Planning industry think that they had the lowest ROI from Genesys.
Who Uses Genesys?
Medium Businesses
Large Enterprises
Quick Insights into Genesys ROI
Genesys's ROI score was rated highest by customers who have used Genesys's products/services for Over 10 Years, and rated lowest by customers who have used Genesys's products/services for 1 to 2 Years.
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Ranked Genesys ROI the Highest
Ranked Genesys ROI the Lowest
Genesys ROI Score by Gender
Female customers rated Genesys's ROI score 0.6 stars higher than Male customers.
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Male
3.3/5
Female
3.9/5
Genesys ROI Score by Ethnicity
Genesys's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.1 | Caucasian | 3.1 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Other 3.5 | Other | 3.5 |
Genesys ROI Score by Age
Genesys's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 4 | 26-30 | 4 |
31-35 3.8 | 31-35 | 3.8 |
36-40 2.8 | 36-40 | 2.8 |
51-55 3.3 | 51-55 | 3.3 |
Genesys ROI Score by Usage
Genesys's ROI score was rated the highest by customers who have used Genesys's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Genesys ROI Score by Industry
Genesys's ROI score was rated the highest by Tech industry customers, and the lowest by Architecture and Planning industry customers.
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Genesys Pricing vs. Competitors
Compared to its competitors, Genesys's ROI score is rated right above Liveops, and is preceded by ASPECT SOFTWARE, INC..
| COMPANY | Pricing Score | |
|---|---|---|
| Salesforce | 4/5 |
| Five9 Inc | 3.8/5 |
| Nuance Communications | 3.7/5 |
| ASPECT SOFTWARE, INC. | 3.7/5 |
| Genesys | 3.7/5 |
| Liveops | 3.6/5 |
| Avaya | 3.3/5 |
| inContact | 2.4/5 |
| Aspect | N/A |
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ROI for Other Tech Brands
In the Tech industry, Genesys's ROI score is rated right below ROBLOX.
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Genesys Customer Satisfaction (CSAT)
Genesys Customer Satisfaction (CSAT) Score
71 / 100
Genesys has an overall Customer Satisfaction score of 71 rated by its users and customers.
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Very Satisfied
30%
Satisfied
41%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
Very Dissatisfied
15%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Genesys Customer Satisfaction
Genesys's Customer Satisfaction score was rated highest by customers who have used Genesys's products/services for 2 to 5 Years, and rated lowest by customers who have used Genesys's products/services for 5 to 10 Years.
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Ranked Genesys Customer Satisfaction the Highest
Ranked Genesys Customer Satisfaction the Lowest
Genesys Customer Satisfaction Score by Gender
Male customers rated Genesys's Customer Satisfaction score 8 points higher than Female customers.
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83 / 100
MaleVery Satisfied | 50% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 17% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
75 / 100
FemaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 25% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Genesys Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Genesys' Customer Satisfaction (CSAT) score was rated 76% according to Caucasian users and customers.
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76 / 100
Very Satisfied
13%
Satisfied
63%
Neither Satisfied nor Dissatisfied
24%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Genesys' Customer Satisfaction (CSAT) score was rated 75% according to Asian or Pacific Islander users and customers.
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75 / 100
Very Satisfied
75%
Satisfied
0%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Genesys' Customer Satisfaction (CSAT) score was rated 67% according to Other users and customers.
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67 / 100
Very Satisfied
33%
Satisfied
34%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
Genesys Customer Satisfaction Score by Age
Genesys's Customer Satisfaction score was rated the highest by customers ages 51-55, and the lowest by customers ages 26-30.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 67% | |||||||||||||||
| 51-55 | 80% |
Genesys Customer Satisfaction Score by Usage
Genesys's Customer Satisfaction score was rated the highest by customers who have used Genesys's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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Genesys Customer Satisfaction Score by Industry
Genesys's Customer Satisfaction score was rated the highest by Architecture and Planning industry customers, and the lowest by Tech industry customers.
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}Genesys Customer Satisfaction vs. Competitors
Compared to its competitors, Genesys's Customer Satisfaction score is rated right above Avaya, and is preceded by Nuance Communications.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Salesforce | 79% |
| Five9 Inc | 76% |
| Nuance Communications | 72% |
| Genesys | 71% |
| Avaya | 48% |
| Liveops | 44% |
| inContact | 20% |
| ASPECT SOFTWARE, INC. | 0% |
| Aspect | 0% |
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Customer Satisfaction for Other Tech Brands
In the Tech industry, Genesys's Customer Satisfaction score is rated right above Peloton, and is preceded by ROBLOX.
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Genesys Customer Service
3.7/5
Genesys has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Genesys's Customer Service
Address
1302 El Camino Real, Menlo Park, CA 94025
Website
http://www.genesys.com
Phone Number
650-466-1100
Genesys's Social Links
Quick Insights into Genesys Customer Service
Genesys's Customer Service score was rated highest by customers ages 31-35, and rated lowest by customers who have used Genesys's products/services for 1 to 2 Years.
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Ranked Genesys Customer Service the Highest
Ranked Genesys Customer Service the Lowest
Genesys Customer Service Score by Gender
Female customers rated Genesys's Customer Service score 1.1 stars higher than Male customers.
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Male
3/5
Female
4.1/5
Genesys Customer Service Score by Ethnicity
Genesys's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.3 | Caucasian | 3.3 |
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Other 3.3 | Other | 3.3 |
Genesys Customer Service Score by Age
Genesys's Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 36-40.
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0
20
40
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100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 3.7 | 26-30 | 3.7 |
31-35 4.1 | 31-35 | 4.1 |
36-40 3 | 36-40 | 3 |
51-55 3.4 | 51-55 | 3.4 |
Genesys Customer Service Score by Usage
Genesys's Customer Service score was rated the highest by customers who have used Genesys's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
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Genesys Customer Service Score by Industry
Genesys's Customer Service score was rated the highest by Tech industry customers, and the lowest by Architecture and Planning industry customers.
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Genesys Customer Service vs. Competitors
Compared to its competitors, Genesys's Customer Service score is rated right above Nuance Communications, and is preceded by ASPECT SOFTWARE, INC..
| COMPANY | Customer Service Score | |
|---|---|---|
| Salesforce | 4/5 |
| Five9 Inc | 3.8/5 |
| ASPECT SOFTWARE, INC. | 3.7/5 |
| Genesys | 3.7/5 |
| Nuance Communications | 3.4/5 |
| Avaya | 3.4/5 |
| Liveops | 3/5 |
| inContact | 2.1/5 |
| Aspect | N/A |
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Customer Service for Other Tech Brands
In the Tech industry, Genesys's Customer Service score is rated right above ROBLOX, and is preceded by Spotify.
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Genesys as an Employer
3.3/5
Genesys has a 3.3/5 stars for its overall company culture rated by their employees
top
25%
Consumer vs. Employees
Genesys scored a 11 for Net Promoter Score and a 15 for Employee Net Promoter Score. NPS gauges how likely a customer of Genesys would recommend the brand to a friend. ENPS measures how likely Genesys employees would recommend working at Genesys to a friend.
Net Promoter Score
11
NPS Score
| 44% | Promoters |
|---|---|
| 23% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
15
eNPS Score
| 47% | Promoters |
|---|---|
| 21% | Passive |
| 32% | Detractors |
Global Ranking Snapshot
Genesys is ranked #896 in the Global Top 100 Brands. It ranks just behind Pipedrive and just ahead of Rbc.
Tech Ranking Snapshot
Genesys is ranked #297 in the Tech Industry. It ranks just behind Pipedrive and just ahead of ServiceTitan Inc..
| RANK | COMPANY | Location | |
|---|---|---|---|
295 |  | Primerica | Duluth, GA |
296 |  | Pipedrive | New York City, NY |
297 | | Genesys | Menlo Park, CA |
298 |  | ServiceTitan Inc. | Glendale, CA |
299 |  | DTCC | New York City, NY |
300 |  | Novo Nordisk | |
301 |  | Kia America |
