Genesys Cloud CX 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.
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Genesys PureConnect (discontinued)
Score9 out of 10
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Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.
Telecommunications Engineer in Information Technology at Evolve Bank & Trust (Banking, 501-1000 employees)
Chose Genesys Cloud CX
Genesys PureConnect was much more customizable than the Genesys Cloud CX product. However it appears that Genesys is doing a good job of filling the gaps between the products and are extremely public with their plans for the Genesys Cloud CX product. The future looks great …
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Verified User
Chose Genesys Cloud CX
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Genesys Cloud CX
Genesys cloud is much easier to use and does not require software installation. This makes it easier to scale up and down with seasonality and customizable to each client's needs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Genesys Cloud CX
Genesys Cloud CX is so much better overall than PureConnect. No installs...cloud-based systems are the way to go!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Genesys Cloud CX
It doesn't compare; so many features available at your fingertips with the cloud-based solution.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Genesys engineer in Information Technology at DriveTime Automotive (Automotive, 1001-5000 employees)
Chose Genesys Cloud CX
I have worked with Genesys PureConnect for 6.5 years and I just recently switched over to the cloud version. It has been great using Genesys Cloud CX. No more upgrades to newer versions on PureConnect. This is done automatically in the Genesys Cloud.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Genesys Cloud CX
Lets be honest Genesys Cloud CX is the only call center solution that offers all features in one package. Every other call center solution you will need to buy a third party add-on for a feature you want. Examples I have seen would be Analytics, Recordings, WFM not included …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Genesys Cloud CX
Genesys stacks up very well. We chose Gcloud for the Cloud.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Client Services Manager in Information Technology at GA 811 (Non-profit Organization Management, 51-200 employees)
Chose Genesys Cloud CX
The modernization of the user interface was huge. The contact center team finds Genesys cloud much easier to use. There are so many cool things built in like internal chat and status timers that have made their lives easier since moving over. I will say from an administrations …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Genesys Cloud CX
The Genesys Cloud platform is tightly knit in a consistent and easy-to-use UI, whereas others were often bolted together products that had been acquired, resulting in UI inconsistencies and limitations of data sharing. The AppFoundry capabilities enable the benefits of adding …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Solution Owner at Raymour & Flanigan Furniture and Mattresses (Retail, 5001-10,000 employees)
Chose Genesys Cloud CX
Genesys Cloud CX goes into way more detail than pureconnect did. We are able to do everything we need to all in one tool. We selected Genesys Cloud CX due to the technical advances and resources put into Cloud and how we can assist our customers and even better.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Genesys Cloud CX
Genesys Cloud CX is way better than Genesys PurecCnnect because we eliminate the use of premise servers. Genesys Cloud is also more user-friendly and easier to support.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Senior Genesys System Engineer in Information Technology at IST Networks (Information Technology & Services, 201-500 employees)
Chose Genesys Cloud CX
Genesys is leading the customer experience market by providing an omnichannel platform to achieve all your complex business goals within it. Sometimes tasks might be duplicated in other solutions but in Genesys Cloud (formerly PureCloud), tasks are done once and it can be …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Case Analyst in Quality Assurance at Commucnity Tax (Legal Services, 501-1000 employees)
Chose Genesys Cloud CX
The comparison of sugar is much better since it allows us to interact with the client more clearly and we have better follow-ups since we moved to Genesys. It has proven to be a very easy to use and control application, but sugar also allows us to save more records and steps to …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Systems and ISMS Manager in Information Technology at MarketLinc (Telecommunications, 51-200 employees)
Chose Genesys Cloud CX
Genesys Cloud was the leader among many that we were evaluating. Part of the reason is that it had more features that we needed, while each of the other platforms had one thing or another that were trade-offs. Genesys Cloud was also the only platform with a concurrent user …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
IT Operations Manager in Information Technology at EMS, Inc (Outsourcing/Offshoring, 201-500 employees)
Chose Genesys Cloud CX
This is a tough question only because the Genesys Cloud product is still young. Genesys as a whole is a very mature company with deep resources dedicated to the evolution of its portfolio. I can tell you that you need not worry about an "upgrade path". The product receives …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Genesys Cloud CX
This is really for the same reasons I stated previously. The usability of Genesys Cloud is better with its visual appeal, simplicity, and flexibility. Although I do not have specific complaints about the other systems, I would select PC over them. Another area I appreciate …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Genesys Cloud CX
With a microservices architecture, Genesys Cloud is able to provide higher uptime than the monolithic architecture that InContact has.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
VP - Contact Center Innovation Architect in Research & Development at Avtex Solutions, LLC (Telecommunications, 501-1000 employees)
Chose Genesys Cloud CX
Genesys Cloud is the next generation of PureConnect offering one of the only truly all-in-one platforms with a single interface for business users, agents, supervisors, quality managers, and admins. The ease of use of Genesys Cloud surpasses any other cloud-based contact …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Genesys Cloud CX
As I've said in other places in this review, we didn't go with Genesys Cloud. This doesn't mean that I would discourage others from doing so assuming that the other factors that have been spelled out in this review line up for your business. If you're looking for something …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Genesys Cloud CX
Five9 doesn't have all the same functionallity, deploy flexibility or updates available in Genesys. Twilio Flex requires too much configuration to be plug-and-play and the per-usage cost is more expensive than the local SIP trunk alternative. Zendesk Talk doesn't have an …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Director, Business Optimization and Integration in Corporate at Media Sales Plus Inc (51-200 employees)
Chose Genesys PureConnect (discontinued)
We used PureConnect before moving to Cloud CX. The PureConnect had more features and functions at the time we switched, but Cloud CX has been making up ground to compete feature to feature with their on-premise solutions.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Genesys Cloud CX is particularly well suited for organizations looking to consolidate customer interactions across multiple channels into a single platform. In our experience, it works very well for omnichannel customer service, especially when voice, digital channels, routing, reporting, and customer experience need to be managed together. The flexibility of its routing capabilities and the ability to integrate with other business systems are especially valuable for more complex customer journeys.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration. CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
From an administrator point of view Genesys Cloud CX provides a drag & drop omni channel flow building option using Genesys Architect tool. The interface is very intuitive and provides flexible options to design call flows
Genesys Cloud CX has deep integration with Salesforce & ServiceNow
Genesys Cloud CX provides native Workforce Engagement Management. This reduces the dependency to unnecessarily procure products from other vendors for quality assurance auditing, screen recording or agent scheduling
We can also deploy BYOC (Brin Your Own Carrier) for telecom SIP trunk deployment. This is a big bonus when we want to reuse our existing DID's with our SIP trunk providers
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Reporting - the removal of the basic reporting tab, which was available earlier. We can bring something like that back to Genesys CloudCX. Just have a standard out of box reports.
Log analysis: Difficulties sometimes arise when an issue cannot be resolved with the basic information available. We can enable a log analysis tool that collects data from multiple components over time and can be reviewed in case of issues or failures. Similar to logs available in Genesys Engage.
Last Routed Agent - We can bring back the LRA to Genesys cloud cx for voice as an option or a function that can be enabled at the Architect or Queue level. Which will help many customers as they have used it previously.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The interface is only semi user-friendly on almost every front. Agent experience is lacking and we have found many limitations within the system. Workforce forecasting is not as robust as expected. Quality continues to be a struggle. Interaction searches are not robust.
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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.
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect). As far as IVR operations, web service calls, database operations: they all operate reasonably.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
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Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
Genesys Cloud CX is much easier to manage than PureConnect - all from one system rather than needing separate components to install and validate. The ease of use when utilising all of the functionality really brings us to present day technology. Where it falls down is in its Outbound systems, currently we are still using pureconnect as an outbound platform and shortfalls in the Cloud CX system has meant we must look elsewhere for our future operations.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
For a product-based company like ours, we have existing Genesys customers who can use our product, as we have already integrated our product & solution into Genesys.
By viewing Genesys as a contact center, we generate numerous ideas about what features need to be implemented.
Genesys is the best choice for big, enterprise-level businesses as it can handle multiple calls simultaneously seamlessly.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
