A cloud solution that doesn't rain on your parade
We use Genesys Cloud across all our customer-facing departments. It enables these departments to collaborate easily, especially while …
Starting at $75 per month
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What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Recent Reviews
How Genesys Cloud CX Differs From Its Competitors
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Popular Features
- Warm transfer (361)8.585%
- Recording (351)8.585%
- Call tracking (351)8.585%
- Agent dashboard (374)7.979%
Reviewer Pros & Cons
Video Reviews
12 videos
Genesys Cloud CX Review | Sales Manager's Experience
07:06
Senior Application Developer's Honest Thoughts | Genesys Cloud CX Review
07:32
Genesys Cloud CX | Providing Quality Client Care
03:42
Pricing
Genesys Cloud CX 1 - Voice
$75
Cloud
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
Cloud
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
Cloud
per month (billed annually) per user
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.genesys.com/pricing
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- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $75 per month
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What is Genesys Cloud CX?
Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys Cloud CX (formerly Genesys Cloud) solution promises to make customer relationships simple. Built to handle any channel, the Genesys Cloud CX (formerly Genesys Cloud) platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.
The solution aims to simplify the way businesses connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX (formerly Genesys Cloud) is a customizable application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.
The software deploys in days, and updates are available each week. The vendor states Genesys Cloud CX has active customers in more than 100 countries around the world.
The solution aims to simplify the way businesses connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX (formerly Genesys Cloud) is a customizable application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.
The software deploys in days, and updates are available each week. The vendor states Genesys Cloud CX has active customers in more than 100 countries around the world.
Genesys Cloud CX Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
Additional Features
- Supported: Voice Routing
- Supported: Web Chat
- Supported: Email Response
- Supported: SMS
- Supported: Social Listening
- Supported: Unified Communications
- Supported: Softphone
- Supported: Workforce Scheduling
Genesys Cloud CX Screenshots
Genesys Cloud CX Integrations
Genesys Cloud CX Competitors
Genesys Cloud CX Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Canada, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, United States, Guam, N. Mariana Island, US Virgin Islands, Puerto Rico, Argentina, Brazil, Chile, Colombia, Dominican Republic, El Salvador, Mexico, Panama, Peru |
| Supported Languages | Arabic, Chinese (simplified), Chinese (traditional), Czech, Danish, Dutch, English, Finnish, French, German, Italian, Hebrew, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Russian, Spanish, Swedish, Thai, Turkish |
Frequently Asked Questions
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Genesys Cloud CX starts at $75.
Reviewers rate Warm transfer and Call tracking and Inbound call routing highest, with a score of 8.5.
The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
Comparisons
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Reviews and Ratings
(689)Attribute Ratings
Reviews
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June 14, 2024
A cloud solution that doesn't rain on your parade
- It's a one-stop-shop, giving our agents the ability to handle all customer interactions in one place.
- Using multi-channel interactions, customers can connect with us their way.
- Architect provides a visual platform to create and configure flows and IVRs.
- Their Email channel needs further development.
- The ability for agents to choose different ringtones is necessary in a busy office environment. Unfortunately, the new tones provided aren't much better.
- Better visual alerting for incoming interactions.
- GDPR function needs further development.
June 14, 2024
Excellent product - full end-to-end solution!
- Seamless Upgrades.
- Feature-Rich Contact Centre Solution.
- User-Friendly Experience.
- Email Channel functionality is a little limited at present.
Score 10 out of 10
Vetted Review
Verified User
- Fully inclusive solution for many aspects of contact centers.
- Integrated AI tools that makes it easy for us to use.
- Simple interfaces that can be mastered easily.
- First line support is not the best.
- Paid training is expensive and basic.
- More examples in Architect for self deployment
June 04, 2024
Ease of use and implementation
Score 10 out of 10
Vetted Review
Verified User
- ACD Routing is a game-changer for our company. It allowed us to customise the flows precisely to our requirements., enhancing our overall efficiency and customer satisfaction.
- Integration into third-party applications has been incredibly beneficial for us. It allowed us to connect to apps like Salesforce, AWS, and Twilio, significantly expanding our client services, and allowing our clients to have s smoother experience.
- Reporting - While Genesys has out of a box reporting, we still need to rely on power bi to customise the reporting for our business recruitments.
- Genesys is going exceptionally well in the call routing; we have bulls eye routing which can choose the more appropriate agents to route the call and IVR's can do precise routing login using the architect scripts.
- The Genesys Cloud solution centralizes omnichannel processing, system configuration, administration, and reporting, while also consolidating multiple vendors to one.
- The Genesys Cloud migrations provides fast deployment and cost-saving.
- WebRTC softphones vs expensive hardphones vs softphones.
- WebRTC softphone, On-demand call recording, Corporate and workgroup directories.
- Voicemail and unified messaging which gives exceptional enhancements in our call center environment.
- Realtime Transcription
- Sentiment Analysis
- We need to rely on the stability and the quality of the user’s Internet connections bandwidth.
- In case of any features which need in house development, and we need to wait for the more time.
- Genesys should focus calling plans instead of going to other PSTN service providers.
May 27, 2024
Don't settle for less, Go for the Best!
Score 10 out of 10
Vetted Review
Verified User
- Voice functionalities
- 3rd party system integrations
- Reporting
- Omnichannel capabilities
- Real time reporting/dashboards very limited
- Reports sorting on different columns within the UI
- Improvements on UI, dark theme mode
Score 9 out of 10
Vetted Review
Verified User
- Omnichannel customer engagement
- AI and Automation
- Analytics and Reporting
- Complex UI
- Steady stream of feature releases
- Different product tiers
Score 10 out of 10
Vetted Review
Verified User
- Consistent Agent Experience
- Intuitive Administration and Configuration
- Drag and Drop Flow Editor
- Simplified Bot Development
- Lacking some UC functionality
- Support process can be frustrating
- Feature Request Process needs improvement
May 20, 2024
Very happy with Genesys Cloud CX
Score 10 out of 10
Vetted Review
Verified User
- Workforce management
- AI
- Agent interface
- More advanced help files
- Better small to medium contact center schedule accuracy
- Better level 1 support
May 20, 2024
Genesys Cloud CX user
Score 9 out of 10
Vetted Review
Verified User
- Reliable
- Easy to use
- Continuous Enhancements
- Partner vs Vendor
- Email handling
- Bulk scheduling in WEM
May 16, 2024
Great tool for a multi-billion dollar company.
Score 8 out of 10
Vetted Review
Verified User
- IVR Flow Routing
- Workforce Management
- Connection to other systems
- Network connection reliability in the Salesforce adapter
April 11, 2024
Growing Solution that Solves all OCS needs.
Score 10 out of 10
Vetted Review
Verified User
- Simple Interface
- Reliable service
- Ever expanding feature catalogue
- Useful help function
- Quality of service
- Publicly accessible training
- More robust auditing
April 03, 2024
Great for UCaaS and CCaaS in one
- Call quality
- user friendly
- AI integration
- Public company contacts
- third party integrations
- support
February 15, 2024
Seamless migration, simple to use.
- Easily configurable views.
- Streamlined agent activation/deactivation.
- Easy to create dashboards.
- Customized column orders in views.
- Expected Service Level when changing schedules.
January 12, 2024
Close your sales calls effectively
- Seamless connection
- Clear audio
- Easy UI
- Easy creation of contacts
- Although there is a leaderboard, the calls me and my teammates have made doesn't show up
- I have seen sometimes the calls do not get disconnected even after hanging up, for which I have to reopen the app
- Not sure why i wasn't able to use the app on mobile, access was denied everytime, that would have helped me much better, rather than using it on the laptop everytime
January 11, 2024
Genesys Cloud CX met or exceed expectations.
- Instant Messaging between individuals team members.
- Instant Messaging between groups of team members.
- Multiple communication channels to choose from.
- Notifications for IM's could be more noticeable.
January 10, 2024
Genesys Cloud CX Review
- Dashboard reporting is great for our managers to see where their agents are at
- Supervisors can change and update agent queues and skills easily without CTI intervention
- It either needs more focus on the abilities for the Salesforce embedded client, or they need to stop advertising the ability. All the new functions come out for the stand alone site, leaving the customers that integrated stranded with nothing. This conference opened my eyes to the capabilities of Genesys Cloud CX, but how almost none of it is for the agents integrated with Salesforce.
January 04, 2024
Genesys Cloud CX Review
- Since I've come on and with my roles in it, the big thing that I like about it so far is that it seems to constantly be growing. Some of the big parts in Allman are on the quality side of sentiment analytics topics getting into the AI bots. Since we got into those, it has changed so much and we just keep seeing more and more on the roadmap of upgrades coming
- There are definitely some features and functionality we'd like to see. We have groups in workspaces, but they don't seem to be tied into very many portions of Genesys Cloud CX. You can only use groups and workspaces in specific places. It'd be nice if we could integrate those more where we already have these groups rather than building those same groups of people in another form to use in this section.
- One thing I hear constantly from my quality monitors is: can we add a mass delete button for interactions that have been delivered? I had a person recently, they had a policy running, forgot about it. A couple months later they went in and they had 300 interactions, so they had to delete them all one by one by one. Little things like that that hopefully are in the roadwork.
December 18, 2023
Seamless call routing, with constant updates with Genesys Cloud CX.
- Excellent router for communication.
- It is compatible with different platforms, making everything easier.
- Intuitive and consolidated platform architect.
- Ability to notify eventualities.
- Nothing has failed us since we have been using this generous tool, so all customers remain satisfied, and therefore dividends are increasing day by day. Genesys Cloud CX keeps complex routing simple, fast and very easy.
October 18, 2023
Kore.ai integrated to Genesys for a powerful product.
- Integrations.
- API
- Cloud services.
- Not very technically hands-on with the product.
September 29, 2023
Genesys Cloud CX Review
- We have a project, for example, in a solar energy company, where we do all the customer support services of the solar energy platform from contracting, new products, SAC, and so on. With Genesys Cloud CX, we are able to put the service platform into operation on the contractor's website, where the customer enters the site and he already starts the interaction, he can finish a contract and everything, all on the same platform. For example, if he enters by chat and he comes back by email, it doesn't matter, he can follow and continue with his interactions in the same way.
- For us, what would be necessary to be different in the platform today, I understand that for outbound, for dialing, as a dialler, it still has to adapt to some situations, even legal ones in Brazil. So, today the platform still has this need to adapt, such as time zones and so on.
September 29, 2023
Genesys Cloud CX Review
- One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
- We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
September 29, 2023
Genesys Cloud CX Review
- It's very easy to use. Surprisingly, considering we moved from a system that I've been using for years, the learning curve's been surprisingly low. It's actually very easy to learn the amount of support that's out there with the communities and is actually very, very robust. I've learned a lot just by asking questions. But just overall, everything makes sense with it.
- Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
- I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
September 29, 2023
Genesys Cloud CX Review
- This product has particularly good integration between the bot and the IT system of our customers. It's much easier with code than the other products to connect our example solution to it, and our customers to be able to provide personalized journals for the users. Implementing bots and AI is also very easy.
- Genesys Cloud CX can probably improve the support of other languages than English. We still need to wait for a little time. Some features are available in French. They can be improved in analytics. It's still sometimes quite difficult to get the Pro Analytics.
September 29, 2023
Genesys Cloud CX Review
- Architect, which is a Genesys flow designing tool. A lot of the architect flows could be done with a lot of ease compared to our Genesys Engage platform. From a design standpoint, we really like that platform and the Genesys admin tool where everything can be done within the Genesys admin tool itself be it workforce management, be it configuring user profiles. A lot of that stuff can be automated. A lot of the integrations could be done much more efficiently by using the App Foundry, things like that. So it's a lot of automation with Genesys Cloud that we never had in Genesys Engage.
- As far as missing functionality or hard to use, I think a better job could be done with the roles and permissions feature of Genesys Cloud CX, even though it's actually much more simplified than Genesys Engage. I think the scope for improvement, because it can get confusing at times as to what roles or permissions could be provided for a particular user or for a particular product that is being used, or so it could get a bit confusing. I think that could be improved.