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Top Rated
395 Ratings
2 Ratings
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Score 9 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
395 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Call Center Studio

+ We need to have make a unique survey implemantation. Like we had many surveys after the call and wanted distrubute randomly since they have such a good technical knowledge, we solved many technical obstacles in couple of days and implemented our survey. - I would like to see the dashboard pinned on my agents desktops.
Cigdem Kizilkaya | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX is the right tool to set up a medium contact center platform. Easy and intuitive to handle. Good if your centers using it have good internet comms (webRTC). Not well updated for legacy setups by using softphones or old channels like emails.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Call Center Studio
9.7
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Agent dashboard
Call Center Studio
7.0
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Outbound response
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
7.9
Call forwarding
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Predictive dialing
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
6.7
Interactive voice response
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
8.7
REST APIs
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Call scripts
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Call tracking
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Multichannel integration
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
8.0
CRM software integration
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
7.7
Validate callers
Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
7.9
Click-to-call (CTC)
Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Warm transfer
Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
8.3

Workforce Optimization (WFO)

Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
7.6
Inbound call routing
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Recording
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
8.8
Quality management
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
7.5
Call analytics
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
7.8
Historical reporting
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
7.0
Live reporting
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
7.8
Customer surveys
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Customer interaction analytics
Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Omnichannel inbound routing
Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
7.6

Pros

Call Center Studio

  • User friendly. It has dashboards for each team also able to see all users at the same time.
  • Good account management. We can directly reach our account manager through her mobile. Very fast response for urgent issues.
  • Even the defaults reports fine enough we can always ask for some spesific reporting formats.
Cigdem Kizilkaya | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Extremely customizable setup with endless possibility of integrations and call flows.
  • Fantastic API with a plethora of documentation as well as built in test modules right in the documentation.
  • Customizable dashboards that users can set up to their liking and get all of the information they require for monitoring of users in one place.
Anonymous | TrustRadius Reviewer

Cons

Call Center Studio

  • Dashboards can not be pin to the screen.
Cigdem Kizilkaya | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Adding possibilities to "customize" the historical reports (add/remove columns, change fonts, ...).
  • Improve the "flow designer". Make it more "user friendly". For my mind, [it would be] best if it looked like "Genesys Composer" from "Pure Engage" solution.
  • Add possibility to change the list of "agent states" according to the division/group/queue.
  • Improve the UI for the manager. It would be very useful to have option of creating "subfolders" on the "management screens" (for example: "Telephony/Phone Management/Phones" / "People & Permissions/People").
  • Very important for Israel market option.
  • Give permission to the Schedules/Schedule Groups according to the Division and Group..
  • When agent is working with "Auto Answer" [it would] be good to have the possibility to define some "ringing time" (some seconds that the agent will see the "call alert" before "Auto Answer").
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Call Center Studio

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.3
Based on 17 answers
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
Anonymous | TrustRadius Reviewer

Usability

Call Center Studio

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 36 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Reliability and Availability

Call Center Studio

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.7
Based on 5 answers
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Danette Babyn | TrustRadius Reviewer

Performance

Call Center Studio

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.5
Based on 5 answers
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Nikos Papakonstantinou | TrustRadius Reviewer

Support Rating

Call Center Studio

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.2
Based on 99 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

In-Person Training

Call Center Studio

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 9.1
Based on 2 answers
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
Nikos Papakonstantinou | TrustRadius Reviewer

Online Training

Call Center Studio

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.3
Based on 4 answers
At start, i took online lessons with video and self-test answers which was very helpful. After that, i got training on teams and everything was very well documented with examples and use-cases in order to understand and to learn the product at 100%. I believe the online training is detailed and it covers everything.
Nikos Papakonstantinou | TrustRadius Reviewer

Implementation Rating

Call Center Studio

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 19 answers
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
Matthew Calton | TrustRadius Reviewer

Alternatives Considered

Call Center Studio

cloud based and more flexible.
Cigdem Kizilkaya | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or anything. Incomparable to be honest.
Sebastian Cuadras | TrustRadius Reviewer

Scalability

Call Center Studio

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.8
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | TrustRadius Reviewer

Return on Investment

Call Center Studio

  • I think the most positive effect of CCS is; it is a cloud based application. During the covid period whole our company started working remotely. We didn't need to make any invesment to deliver service to our customers.
Cigdem Kizilkaya | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Genesys Cloud plays a major role in customer loyalty and return of customers as it allows both the organization and the clients to communicate and complete the deals. easily and smoothly.
  • Most of our clients appreciate the service we provide as we are using Genesys Cloud which allow us to follow up in a professional way on the clients orders and requests.
  • Time management and efficiency is what makes Genesys Cloud unique Since the software is being updated all the time.
Jawad Hammash | TrustRadius Reviewer

Screenshots

Pricing Details

Call Center Studio

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Call Center Studio Editions & Modules

Additional Pricing Details

Genesys Cloud CX (formerly Genesys Cloud)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys Cloud CX (formerly Genesys Cloud) Editions & Modules

Edition
Genesys Cloud CX 1$75.001
Genesys Cloud CX 2$110.001
Genesys Cloud CX 3$140.001
Genesys ChoiceContact sales team2
  1. Per User Per Month
  2. Contact sales team
Additional Pricing Details
Pricing plans can also be billed hourly.

Rating Summary

Likelihood to Recommend

Call Center Studio
10.0
Genesys Cloud CX (formerly Genesys Cloud)
7.9

Likelihood to Renew

Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
8.3

Usability

Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Reliability and Availability

Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Performance

Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Support Rating

Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
7.2

In-Person Training

Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
9.1

Online Training

Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
8.3

Implementation Rating

Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Scalability

Call Center Studio
Genesys Cloud CX (formerly Genesys Cloud)
8.8

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