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Genesys far outstrips Q Master, our previous Contact Centre technology which was outdated by decades. Genesys brings our contact centre needs into the 21st century allowing us to support our students in new ways previously inaccessible to us. The efficiency gains have been …
We get the good omnichannel experience and fast implementation, Webex phone features and also cost effective solution.Genesys WEM/WFO is very good and its helps business for the forcasting and enabling the shift plans as well.
The major advantage Genesys has over these platforms is in its code nocode user interface. It empowers the end user to deliver most of the functionalities on their end without the dependency on the vendor. The app foundry is also vast with lots of reliable tools which can be …
Significantly improved over PureConnect. Much more reliable and much more flexible and feature-rich. There are some features I strongly miss, like on-device logging for errors - in PureConnect, there were rolling logs for all components like the phone, recording, desktop app …
It's comparative rating with unique features as a Contact Centre Cloud offering. It has many contact centre features that help us upscale as needed. We certainly we need more visibility on customized reporting aspects of Genesys Cloud CX where out of box of performance views …
There's more control as an admin with Genesys Cloud CX compared to other cloud solutions. Features are also appreciated by the business users and the platform feels more streamlined than the competition. There's thought behind a lot of the features from the end users …
We used to use our internal software which has its own disadvantages. Major one was storage. We had so much data which was difficult to store. Switching to Genesys Cloud, the storage is not an issue now. We wanted a software which consist all the feature in one place. …
When compared to other platforms, Genesys appears to be a more stable and mature product, offering ease of use. Although there is an initial learning curve, once you have a fair understanding of the platform and know how to set up the contact center for new customers, as an …
Compared to avaya, Genesys Cloud CX was able to give us better way to connect to customers. It also gave the customers an option to call back which was not there on avaya. The audio clarity is better in avaya. The call logs were also stored in Genesys Cloud CX which wasn't the …
We have been a long time genesys on Prem customer so we never had the desire to evaluate other cloud solutions because we are very happy with genesys and did not entertain the idea of jumping to a completely different solution.
Genesys Cloud CX had more flexibility on connecting to different SIP trunks and integrations, like being used as an embedded dialer in other CRMs we developed ourselves.
Much simpler to use and more adaptive. To use Enghouse in the cloud, we would have needed to install vir machines, etc. Genesys Cloud CX was out of the box.
For most of our latest projects, we used this technology. It includes all the needed modules, and there is no need to add to the solution 3-rd party products (like a recording system, Database, CRM integration and so on). Everything is included in the one package. It's very …
Genesys Cloud CX has been a proven leader and early adopter with virtual routing technology constantly innovating and improving solutions features available.
Genesys fit our needs better and based on review had a better support than other two products. Cost was also one of the factors.
Verified User
Analyst
Chose Genesys Cloud CX
We previously utilized Genesys Engage. The analytics and reporting in Genesys Engage cannot even compare to what we are seeing in Genesys Cloud CX. Genesys Cloud CX provides a very "hands on" experience for supervisors as well as analytics teams. Call recordings and analytics …
Pre-existing relationship with Genesys Cloud CX did influence our decision. Genesys Cloud CX seemed better suited to the size of our business. Genesys Cloud CX is also investing heavily in advanced AI capabilities that will heavily enhance the customer experience. Genesys Cloud …
Great for large centers with multiple sites, particularly if you are leveraging Genesys Cloud Voice and let them "be the carrier". Handles queues and campaigns well. Powerful when fully optimised but can be built over time. If you want to be able to build a third-party application to suit your business requirements, Genesys has a lot of API endpoints to allow this. Less suited to smaller orgs or orgs that only need simple flows - as the per agent cost can be expensive, and some features require additional licenses (and expense) on top.
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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
In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.
My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.
We previously utilized Genesys Engage. The analytics and reporting in Genesys Engage cannot even compare to what we are seeing in Genesys Cloud CX. Genesys Cloud CX provides a very "hands on" experience for supervisors as well as analytics teams. Call recordings and analytics in Genesys Cloud CX provided a full view of the conversation and allow for a better understanding of the customer journey.
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
