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
Qualtrics XM for Customer Frontlines
Score 7.9 out of 10
N/A
Software to surface customer friction and guide frontline teams in the moment to better serve clients. Designed to improve processes, products, and digital properties, as well as increase customer lifetime value. The flagship Qualtrics Frontline Digital CX is a customer journey management solution, used to design, visualize, and orchestrate digital experiences that are optimized for the metrics that matter most to a business.
My impression is that Genesys Cloud CX is really well suited for big contact centers. Obviously it is a wonderful tool and actually suitable for all contact centers ranging from 1 employee to hundreds of thousands, however it's cost might be a little bit on the high side for small companies that are not 100% prepared to have this great solution and might prefer simpler solutions
I give CX Social a 9 out of 10 because while it has its cons as any software or solution does. It is an overall unique and efficient Marketing and Social Media Management solution. They have a very fast improving rate so are practically receiving new features and is a very good tool for large companies with lots of social accounts to manage.
CX Social is great for small scale social media management. The reporting and analytics platform is really impressive tapping it to some key metrics and making it relatable to specific campaigns.
The data that Engagor shows about the performance of the users and team is incredibly precise and accurate.
They also have an extremely good vendor for service support.
It has a unique ability to combine customer engagement, social media monioring and analytics features for customer service and marketing.
While customer support is good, I have seen better. But no big issue, as the analytics is excellent and it gets the job done.
CX Social is a great tool but is also an expensive tool, so unless you are a huge agency with lots of accounts, I believe the fee will not be justified.
Needs more detailed Response Time per user in Engagor and The interface could use more personalized settings: certain people and groups usually use the same filters and tags.
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.
We had a complicated implementation because of the requirements around our routing. I recommend that you allow plenty of time for design and testing if you have complicated requirements. We had to push our implementation out several times to make sure it was done properly and still I think some issues were missed, but since fixed
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.
While Sprout Social is a very good tool. CX Social is a bit more advanced and equipt to manage a large number of accounts and delivers far better data. CX Social has a far better dashboard and interface that is simple to access and use. It is more efficient than Sprout Social and their statistic module is better as well.
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.
Because the platform already has all the information on the customer, and every interaction within it, it already brings us a return on investment because we do not have to deploy other legacy systems. For example, for you to monitor calls or interactions, everything is already on the same platform. It would be an extra cost if you had to have another CRM behind Genesys. In this case, Genesys Cloud CX already embeds all the solutions in one.
CX Social has enabled me to increase my client list by 5 percent as opposed to last year. My existing clients are so satisfied with their social accounts and monthly reports that they are eager to send consistently profitable referrals which my company has turned in to a 5 percent margin increase in profits.
I have no bad reports about this Marketing tool. While it does has its cons as stated earlier. It is yet a very dependable and effective solution that delivers as aspected.
It has been the most dependable Marketing and Social Media Management tools I have ever used.
