Genesys Sucks Customer Reviews and Feedback

From Everything.Sucks

Genesys, or Genesys Telecommunications Laboratories, Inc., is a company that sells customer experience and call center technology to mid-sized and large businesses. It sells both cloud-based and on-premises software. Genesys is headquartered in Daly City, California, and has offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia. The company was founded in 1990 and was most recently acquired by Permira Funds and Technology Crossover Ventures in February 2012.

A former Information Analyst shares his experience on indeed.com, "You know something is really wrong and fishy when a company as unprofessional as Genesys is staying afloat. I hope I never have to work at another company as unprofessional as this was. Worst management ever, horrible cutthroat environment where everyone is trying to one up everyone else, rather than really working together. Management seems to enjoy seeing everyone bump heads to see who ends up surviving. Nothing remains consistent around here, company is just pushing people out the door, yet the rest of us are still expected to keep up with the demand even though they can't seem to find people they want. It's just a toss you in the deep end and see if you can swim type of enviornment. No real motivation around here."

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Former Employee - Solutions Consultant says

"Too many inner circles. If you aren't part of a "clique" then your stuck in your position. Too many egos. Crappy comp program."

Former Employee - Technical Support Analyst says

"The Salt Lake City office has a totally toxic environment that Genesys allows to continue. Don't get me wrong it's not everyone. You have some great employees but then you have some that are power hungry, some needing anger managment classes and some that are downright inept in their job title. If you are an hourly employee, you are required to be in the office to justify a physical presence for Genesys. You are not allowed to telecommute even though Geneesys touts it as one of the benefits. One of the members of Care is remote as is the HR agent for this group. This office is notorious for bringing back former employees into higher positions but need to be careful as some individuals make promises they are not authorized to make which has caused an employee that was brought back to leave. The constant revolvoing door of management is something to be aware of. During my over 4 (four) years I've had 6 managers. Only 2 (two) were worth their salt, the rest were useless in thier role. The idea of training for Care was sending 4 (four) individuals from Salt Lake City to Saint John NB Canada for 2 (two) weeks. The staff in Canada has no training materials, schedule or synopsis for training. At the cost of over $100k, the training was a joke but the agents got a great paid vacation out of it."

Former Employee - Engineer says

"Genesys has a practice to falsely accuse the negative reviews are false information, in order to ask Glassdoor to take negative reviews down. I do not know how many reviews have been taken down over the years. You can take a guess on the number yourself. Consequently, in my view, Genesys's rating on Glassdoor cannot be trusted. Realistically speaking, looking at the rating, won't you think it is too high to be true, in comparison to other companies such as GE and facebook? If you really want to post anything negative about Genesys, be very careful even if you are telling the truth. I would not be shocked at all if I am later told that they come after a negative review and sue the reviewer for defamation, among other things."

Current Employee - Engineer says

"H&F, owner of Genesys, is a comprised company and does not deserve anyone to work for their benefit."

Former Employee - Solutions Consultant says

"-The culture has completely changed and has shifted away from what made Genesys so great. -The internal hoops to jump through to try and sell something is ridiculous. Management needs to relax on trying to ensure they can put their stamp on everything and let the sales team do what they do best. -PAY. Genesys will say they are "above average" in comparison with competitors, but that is simply not true. Do your research and don't believe the false promises. -Raises are minimal at best. Don't expect to shoot up in salary -No visibility into management's decisions. Tough to sell something when solutions and go forward strategies change without communication to the sales teams until after the deal is complete. -Work life balance can be tough to manage"

Current Employee - Anonymous Employee says

"- Average pay - Unlimited vacation policy basically means you never get any vacation time or accrue any payable amount - They have stopped granting options, so overall package is worse than what you might make at a small startup"

Former Employee - Anonymous Employee says

"Gross arrogance across the board. Culture is terrible, they claim to be great, but prepare to be put into a class type of environment."

Former Employee - Manager says

"I personally like working in the office too. But in the modern workplace, flexibility is important and where we can, we frequently allow people to work remotely some of the time if it better suits their schedule and we can make it work. Most people see this as an advantage. For the record, no one paid me to write a 5 star review: I’m here because I truly enjoy working for this company and I’m proud to acknowledge it! Best of luck in your future endeavors, Tracy (Tracy Cote', Chief People Officer)"

Full Time Employee (Former Employee) says

"Toxic work environment and management. The company is all talk and doesn't care about its employees. They low ball every offer and expect you to be available at all hours given the time differences between CA, IN, and overseas locations. Management treats everyone like garbage and chooses not to listen to any of the negative feedback that they receive on the "anonymous" employee surveys. I don't know a single person who doesn't regret working here or doesn't harbor negative feelings towards this company years after leaving. I've also never seen so many people on several teams quit without jobs lined up just to get out. It's THAT BAD."

Information Analyst (Former Employee) says

"You know something is really wrong and fishy when a company as unprofessional as Genesys is staying afloat. I hope I never have to work at another company as unprofessional as this was. Worst management ever, horrible cutthroat environment where everyone is trying to one up everyone else, rather than really working together. Management seems to enjoy seeing everyone bump heads to see who ends up surviving. Nothing remains consistent around here, company is just pushing people out the door, yet the rest of us are still expected to keep up with the demand even though they can't seem to find people they want. It's just a toss you in the deep end and see if you can swim type of enviornment. No real motivation around here.nonemanagement"

Dietary Aide (Current Employee) says

"Do not go or work at genesys they are not fair to their employees from the consistent yelling and under payed staff they do not treat the customers or staff rightnoneeverything"

Account Executive (Former Employee) says

"For such a large organization there is a lot that needs to be improved. Resources are lacking throughout. Almost every product has gaps and corner cases that prevent sales. Very few referenceable customers. High turnover in the sales organization (frontline and management). Management has unrealistic expectations of results."

Sales Director (Former Employee) says

"Genesys is a technology leader with great market opportunity. They do have challenges aligning strategy to tactics and in creating a culture that fosters innovation. They need to learn from companies like Amazon in creating an environment where having a backbone and providing factual and candid customer feedback should not be viewed as confrontational but an opportunity for change..."

Technical Support Engineer (Former Employee) says

"Hands down the worst experience of my life. Don't think for a moment that you're going into a company that is built on a foundation of integrity, structure, morals, professionalism, people who value education, and above anything else, empathy. Every one of these things and more are nearly completely lacking at Genesys. You're exposed to all the glitz and glamour so to distract you from all of their short comings as much as humanly possible and believe me, this company has little, to no structure. I learned nothing while I was there because they were consistently changing the format for their ICCE curriculum 3 different times. They say the exams will be a certain format, and then when test day arrives, you're subjected to something completely different, and the excuses are the same across the board, "We didn't have study guides, we just had to figure it out." Essentially they think everyone's mentality works the same way. The managers are absolutely horrible. Zero empathy, only cared about performance, and not how to really help people become successful. "Just figure it out, that's what we all had to do." Those aren't the words of a leader, only power hungry, lazy, hypocrites that will say one thing during the interviews, and act completely different once you're hired on. Be prepared to ALWAYS have things change on a daily basis with workflow, assignments, expectations, and other various tasks. NOTHING is consistent with this company whatsoever. Some of my co-workers were supportive, but unfortunately they weren't running the show. The hardest part of this job was coming toSometimes lunch was covered. They seem flexible for families, as long as you're resolving your weekly numbers.Serious lack of communication, pretentious, self-entitled, lazy, blue-collar, unprofessional, inconsistent, unpredictable, hypocritical, the list goes on..."

Network Operations Center Technician (Former Employee) says

"Monitoring all platforms for all telecom, network, system, software problems, and maintenance. Bringing up bridges for break/fix and paging the on call person if something can be fixed by the on call.Free drinksNo breaks, vacation, or sick time because of staffing."

Senior Manager, Corporate Taxes (Current Employee) says

"I would not recommend Genesys as a good employer. Culture, work life balance and communication are all very poor. They preach that these are all important however I've never seen in my twenty years anything like it. Employees are leaving at a quick pace because of it."

Analyst (Former Employee) says

"Telecom Software company that is making a name for itself against much larger software companies. Culture makes the company a no go. Employees are unprofessional, managers can't lead, workflow systems are inefficient.Work life balance, open time offthe managers, toxic culture, workflow systems"

Not available (Current Employee) says

"The work environment is micro-managed by the venture capital owners. "Goalposts" are constantly changing, along with available budgets and budget reporting requirements. Lots of unnecessary overhead in a job that should be a lot more simple than it is."

Procurement (Former Employee) says

"What was on ce an amazing culture and cool little startup from Indianapolis is now just another cog in the private equity firm wheel of Genesys at the end of the day if you're a developer project manager in sales it's probably a good gig but if you were part of interactive intelligence and you're hiring manager leaves well your clock is ticking.A questionable amount of free foodA questionable amount of revenue"

Current Employee (Current Employee) says

"There is no work/life balance and employees are expected to be available to management 24/7. Immense struggle between CA and Indianapolis teams. CA team constantly creates conflict and unnecessary drama to attempt to belittle the new service center when most issues stem from CA operations.No work/life balance"

Senior System Engineer (Current Employee) says

"A typical day is working your cases, taking calls, and keeping your head down. We are supposed to work priority customers first. With a manager who can go off at any moment. While we are expected to help over 300 companies we have few set guidelines. They have poor management and poor management/ employee balance. For instance, they have management (who do not work the job (take cases or calls if in Support) over 3 employees?? Additionally, my manager is rarely working (at least for us) and just shoves off work she should do onto her employees. The manager does not respond most times, does not care for you reaching out (even when it is an escalation), and changes their mind often for no reason. We support the customer is software, databases, etc. but often have to help with the customer's environment (even though this is not our job per them) and we sometimes get in trouble for doing what they asked us to do with another customer. We take calls and cases that we often have to self prioritize. We are asked (forced) to work off hours with no compensation (as this is our JOB per them) but this is normally things that could have been handled in the day as it is review of cases, etc. I have MANY comp days and time I could never take as she would say oh you took that or not right now. The workplace culture is toxic and difficult. Do not have an 'alternate lifestyle' or be different as they will ride you till you leave. You will be the first to get 'let go' as well. My manager has made it more than plain that she does not like non hetro people and forced most to quit. I myselfPaycheck (it is lower than average)Bad management, moving jobs overseas, closing offices, loading down the current employees"

Monitoria de qualidade (Former Employee) says

"EU fui funcionaria e amei estar dentro da genesys so que por funcionários não tão qualificados fui desligada e ficou bem claro que a supervisoras não foram com minha cara,e levando para o lado pessoal fui desligada. Não tiveram ne,nhum tipo de consideração,pois para que desenvolvesse o trabalho que me foi,oferecido eu tive que investir,realizei compras assim colocando minha família em situação precária e ainda deixando faltar suprimentos alimentar para meus filhos que são menores. Não tive chance nen de aprender e me desenvolver,fui descartada como um objeto sem valor. Assim mexeu com meus sentimentos pessoal e me senti ofendida Mas enfim estou viva e a vida prossegue tenho muito que aprennder e sei que a vida me dara chance para vencer"

Software Engineer (Current Employee) says

"Everything is red tape. decisions are made by committee. no one communicates. We "merged" with Interactive, but if you notice all the old crew is gone. Vacation is Open Time Off, which is great if your manager is ok with it. People are leaving in droves and no one new is being hired. There's lofty goals being set by executives, but no one is left to actually see them through.401k match, HSA seed, Advocacy ServicesNo maternity leave (unless legally required in your area), red tape"

BILLING CLERK (Current Employee) says

"If you are looking for training, this is not the company. They have a "figure it out" way of operation. I went into the company hoping to launch my entry level accounting career but this is not what I got. When I voiced my concern about lack of training and understanding, I was simply told that no one was trained and everyone had to figure it out. When errors occurred, I was scalded instead of given a solution.Cafeteria on campus and 10 minute commute from homeTerrible training, non-approachable management"

Software Engineer (Current Employee) says

"Merger has been anything but smooth and resulted in a hyper political work environment. Wave after wave of layoffs has resulted in a tremendous number of incomplete projects and missed deadlines. The company is also fond of outsourcing jobs to cheaper oversea locations. Managers are in meetings with upper management all day. Due to the political and silo nature of the business, do not expect to get any sort of guidance on company goals or direction. Meetings and messages from high level managers feel more akin to a high school pep rally than anything useful you can take back to your desk. The culture is toxic due to the politics that play out everyday.Benefits package is generous, open time off policyLayoffs, politics, silos, outsourcing"

ASSISTANT (Former Employee) says

"In the beginning it was a pleasant place to work. As restucturing took place it became a bit stressed. I would prefer not to say much more about this organization."

Senior Vice President, SaaS Solutions (Former Employee) says

"talented engineering team, driven by executive steering committee lack of strategic vision and working towards greater goal for company. They continually chase the revenue forever altering vision and direction to the detriment of the long term strategy. Driving HUGE costs increases and continue re-work when they refocus to the vision/strategygreat engineering teams, fun work environment, global companyleadership by committee, silo'ed and hidden agenda's, lack of knowledge about SaaS"

Director (Current Employee) says

"Genesys has changed from being a great place to work to stripped down ill, skeleton of its former self. The management does little for the staff but is only focussed on top and bottom line regardless of the consequences for the staff. No team work anymore, no fun, not a great place to work anymore. The people there are great but are stressed and afraid for their jobs with the layoffs happening on a weekly basis.PayManagement"