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.
$75
per month (billed annually) per user
MangoApps
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
MangoApps is a unified workforce platform designed to help organizations inform employees, align teams, and run daily work—especially across frontline and distributed environments where execution happens shift by shift. MangoApps brings together employee communications, intranet, collaboration, workforce operations, and HR support. Instead of relying on disconnected tools for messaging, knowledge, scheduling, tasks, and employee support, organizations can use MangoApps…
$299
per month 25 users included
Pricing
Genesys Cloud CX
MangoApps
Editions & Modules
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Pro
$299
per month 25 users included
Basic
$990
per year 25 Users Included
Standard
$1,490
per year 25 Users Included
Pro
$2,990
per year 25 Users Included
Enterprise (Self-Hosted)
Contact Sales
for 2000+ users
Enterprise
Contact Sales
per year per user
Offerings
Pricing Offerings
Genesys Cloud CX
MangoApps
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
Pricing plans can also be billed hourly.
Volume discounts apply for large enterprise organizations. Non-profit organization discounts also available.
The Data table provided in Genesys cloud which is very useful, dynamic and easy of operations team on their day to day changes in menu prompts, priority, etc. With the routing methods we have, we can use preferred routing initially for our contact centre and if no suitable agents are available, we can expand the routing ring and can go wide and look for more suitable agents. These are some of the scenarios in which Genesys cloudCX came in handy.
The ability to create optional interest groups for users to join if they like is a great way brings users together, and promote group meet ups and events. The polls ability is always great for taking a quick check of people's availability, we've used it to gauge interest in events and dates. One thing that could be improved is that there is both a messaging and an instant message functionality which seems a little redundant having users being able to message you from different places in separate inboxes, however this may be due to our set up.
MangoApps provide a large number of options to interact within a community. People can post updates, ask questions, create polls, quizzes, wiki, surveys, chats, or forms.
The Web interface is a modern application (Facebook inspired). The navigation (although not the most efficient) is overall quite intuitive.
MangoApps has a web interface, and apps for desktop (Windows, Mac), and mobile.
MangoApps features a centralized notification system. Unread messages are notified from the Web app, the mobile, or the desktop app. The synchronization status is synchronized.
There is a limit of 5 Audiohook monitor integrations for Genesys, which could have been more.
Genesys customer support could have been more proactive and helpful, similar to other major companies like Salesforce and AWS. However, whenever I raised a concern, in most cases, they would directly tell me it was a custom requirement, so I should post in the dev community or contact their Professional Services (PS) team.
In the Genesys Dev community, if you post any of your problems, it's unlikely that they will be noticed, and you will likely not receive a resolution to this issue. Moreover, if no one replies to you within 30 days, that post of yours will also be closed.
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.
The first engineer that we had work with our team was not able to grasp our needs. However, Genesys Cloud CX quickly replaced that person with an overqualified engineer who joined our implementation team because he wanted to support our work.
Genesys Cloud CX offers the most mature all‑in‑one, cloud‑native microservices platform with strong AI, orchestration, and omni‑channel depth. Webex Contact Center is improving rapidly but remains relatively new, with strengths in Cisco ecosystem integration and enterprise UC alignment. Five9 provides a reliable, scalable CCaaS with strong global redundancy and mature telephony, excelling in high‑volume voice‑centric operations. Overall, Genesys leads in advanced CX/AI, Webex in UC integration, and Five9 in voice resilience.
Although, Facebook at Work featured a very modern interface and was praised by many of the beta testers, we primarily didn't choose Facebook at Work due to data security reasons.
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.
Strategic Agility- Genesys Cloud CX has delivered both immediate cost benefits and long-term value through improved customer relationships, operational resilience, and administrative satisfaction.
Enhanced Customer Experience- With advanced analytics and personalized interactions, we’ve seen an improvement in routing to address customer needs.
Cost Savings and Operational Efficiency- The platform’s cloud-based architecture can eliminate on-premise infrastructure and maintenance in some cases.
