Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) Reviews

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James Monnier | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
MSP deployed Genesys Cloud across our organization to replace an older Genesys PureConnect system. The system allowed us to remove all tethers to a physical data center and our corporate location and gave us the flexibility to work remotely. We have deployed skill based routing for all interaction types and leverage the ability to do complex call routes in Architect which is much simpler to use than prior telecom systems.
  • Soft Phones
  • Skill Based Routing
  • IVR and Telephone trees
  • Recording features
  • Password expiration alerts and policies
This is a very robust phone system that can enable your agents to work remotely without access to a corporate network. This system is easy enough to spin up and unless you require complex routing rules, queues and call paths can be implemented in just minutes. We highly recommend this system for anyone who needs to implement a cloud phone system with little telecom expertise.
Sam Othman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have an approximately 100 person call center and have over 50 inbound numbers that split out to a variety of different teams & departments. We needed to ensure that all calls are handled promptly and by the correct team. We wanted a cloud-based solution, as we didn't want to maintain much/any on-prem equipment.
  • Very easy to configure as an administrator.
  • Even easier to use for the end users.
  • Frequent updates with just a refresh needed to apply them.
  • Support isn't great.
  • Still young, so it's missing a few features, although they are starting to fill the gaps.
  • Some things aren't customizable as, being a cloud solution, it can be a bit one size fits all in some respects.
Well Suited
- Small to medium call center environments where IVRs & queues are required.
- Corporate environment instead of a PABX. Useful for communicating around the business and handling incoming calls even without the need for queues and flows.
Less Appropriate
- Very large environments where massive amounts of features are required. This will change over time as more features are added.

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Genesys Cloud (formerly PureCloud) as our primary voice solution for our contact center agents. We use this for many accounts within our contact center businesses where we supply the technology platform. Additionally we use Genesys Cloud (formerly PureCloud) to support email and web chat.
  • Rapid speed of deployment
  • Access from any location (provided there is an available Internet connection)
  • Scalability to rapidly handle peaks
  • App foundry components are a bonus where non-standard features are required
  • Chatbot plugins and predictive routing provide excellent functionality
  • Email management and reporting could be better
  • Email campaign management would be a plus
  • Email content searching could be better
Genesys Cloud (formerly PureCloud) is well suited when working with home-based workers. Driven by COVID-19, we sent our workforce home during the pandemic and Genesys Cloud (formerly PureCloud) enabled continuation of services without degradation of service quality.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are a gold partner for Genesys and we are implementing Genesys Cloud (formerly PureCloud) to our customers in the EMEA region. Genesys Cloud (formerly PureCloud) is being used in most business fields (insurance, health, delivery, booking, etc.). It's used to achieve a better customer experience by providing an omnichannel platform with powerful administrative and development features to achieve complex business requirements. It was showing its capability during the COVID-19 pandemic, as the remote agent setup was very quick.
  • Calls and digital interactions transfer capability
  • User friendly with smart UX
  • Easy to understand and support
  • Easy to integrate with (RESTful APIs and SDKs)
  • Powerful CLI (Command Line Interface) feature
  • Agents gamification feature, which increases the productivity of the contact center
  • Continuous improvements and updates
  • Outbound
  • Call disconnection experienced
  • Callback callflows
It's very well suited for small, medium, and a little bit large contact center businesses integrated with all needed platforms (CRM and DevOps). It's also well suited to connect different channels (voice, emails, chat, and messaging) into a unified tool by easily agent utilization and reach a better customer experience.
Ali Kazempour | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Proper support [is] the foundation of a successful business, Genesys Cloud's comprehensive CS platform with the right tools helps a lot to the customers support department of the organizations that are supported by our IT company. The use of artificial intelligence, responsive smart chat robots, using a very strong IVR natural sound system, and correct referral to relevant experts will help the call center a lot. Problems are easier for customers and things go better, and at the same time, customers trust more support and services because it is both fast and gives the right answers.
  • Use artificial intelligence in the right parts
  • IVR technology with natural sound and conveying a good feeling to customers
  • Ability to make free online voice calls through the browser with support
  • Ability to insert voice messages and convert [them] to text and system recognition by sending appropriate responses to the customer
Services and support must be smart and intelligent, because the customer calls the center department to solve their problems, and the two things that are important are speed and understanding the problem that artificial intelligence and chatbots of this platform have a good diagnosis in this system. The developers of this platform have a good understanding of customer support services and have designed a good platform that meets the needs.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud is being utilized by our Loan Servicing department. We hope to expand usage to more departments in the future.

[One of] the business problems that Genesys Cloud addresses is that it provides a more robust call center than we were previously utilizing, which is a must during the COVID pandemic where we are seeing increased call volume and the need for hybrid work environments.
  • 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.
  • Reporting is very canned and not at all customizable. This makes simple data extract[ion] a tedious proposition that requires utilization of the API.
  • Some documentation is out of date and/or difficult to find depending on the topic which can lead to difficulties in initial setup.
Genesys Cloud makes a fantastic resource for a medium or growing business' call center. It can support multiple teams and allows the monitoring of chat and email as well which many companies are looking to utilize. Functionality of Genesys Cloud cannot be beat at its price, but some small businesses may be priced out of utilizing it.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys is being used as our primary method for managing incoming calls into the business, with a view of using it for managing all communications in the future (SMS, email etc.). It's being used by all front-facing teams, though we may expand to non-client-facing departments in the future. It allows us to control the movement of calls more easily, with far better reporting than we previously had available to us.
  • Configuration tools to build call flows and determine number routing
  • Responding to customer queries and problems on their help website
  • Initial build and setup by professional team was knowledgeable and extremely efficient
  • Needs greater flexibility in its org/division separation to allow for more customisation based on business needs
  • Easier bulk amendment tools for user profiles and attributes
  • Better instructional material on their resource website -- some of it is out of date or difficult to follow without a background in call management
Well suited to call management scenarios, both remotely and within the office. Less suited for colleague-colleague communication -- we use MS Teams alongside it, and focus mainly on customer contact with Genesys. Ideal for companies with lots of branches who have differing call intake needs and want to customise their agents own experiences.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud (formerly PureCloud) is used across the complete organization. There are several teams using it for various uses. Like some teams use it for collaboration through chat and audio calls, while some use it for knowledge management as well. One technology cutting across all units of the organization and even enabling customers to connect is the biggest challenge solved as I see it.
  • Enterprise chat platform
  • Enterprise audio collaboration tool
  • Contact management
  • Knowledge management
  • Video calls
  • Scheduling meetings
  • Connecting with calendars
  • Well suited for:
    • Chat-based collaboration
    • Audio-based collaboration
    • Contact management
    • Knowledge management
  • Less appropriate for:
    • Scheduling meetings
Score 8 out of 10
Vetted Review
Verified User
Review Source
We moved to Genesys Cloud in order to deploy a single global Contact Centre routing platform and move away from several in-country standalone technologies. We have a number of large sites in Europe and North America and have moved the largest of our operations across to Genesys Cloud already. We have deployed quite complex inbound voice channels and utilised both the inbuilt Integrations and custom built integrations to perform customer lookups from an external CRM platform. We also embed a Genesys WebRTC phone within a CRM to seamlessly merge the interaction delivery and account pop.
  • Easily accessible from anywhere at any time for both agents and admins.
  • Platform can easily handle multiple languages.
  • Single Contact Centre platform to handle voice, webchat, email, SMS channels.
  • We are about to deploy Intent Miner and a bot to automate some chat handling, this looks like it'll be easy to publish.
  • A granular restriction between divisions so that the platform could be divided into tenants is a must. It's a roadmap item but it's been badly needed by us from day one.
  • More detailed audits/logs surfaced to platform admins is required. We are blind about a lot of platform activity.
  • Webchat is quite basic. Web messenger should improve this, but we are waiting on a lot of features that we had with previous chat platforms.
Genesys Cloud is a great product if you need a fast deployment with a lot of out of the box features. Small to medium deployments should easily be handled by an embedded technical team within any organisation. Larger deployments have needed a lot of Genesys professional service resource which isn't always the fastest way to get things delivered.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud (formerly PureCloud) is used to manage inbound calls and outbound calls for our call center as well as hosting our internal application that is used for chats and other application data. It allows our agents to have calls managed by queues and have them triaged through call flows without writing code.
  • Core telephony support is easy to use and manage.
  • APIs exist for a huge majority of app functionality
  • Support is responsive when we have issues or questions.
  • Documentation is not as easy to search as other applications
  • Seems like frequent slowdowns or issues with any non-critical service
  • Terminology in the tool is not always obvious where to find
I cannot vouch for its chat functionality, but it is great for managing call traffic both inbound and outbound. Basic administration is straightforward, and with the APIs, you can do a lot of custom work if that fits your use case. If you have a small to medium size call center, it works well. I am curious if it would support a very large team well.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud is being used across multiple departments, consisting of around 175 users. Combined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability, and resilience.
  • Reliability
  • Scalable
  • Cloud-based work-from-anywhere.
  • Screen pops and CRM integration.
  • More ringtones needed: Only one provided and it gets very irritating when in an office.
  • Email interactions function needs refining.
As we are still in the grip of a pandemic, using a cloud-based UC and CC solution, as Genesys Cloud, is invaluable to allow our people to work from home or anywhere with the internet. As everyone is provided with a laptop and headset, we can guarantee 100% uptime of our Contact Center.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Genesys Cloud across all our customer-facing departments. It enables these departments to collaborate easily, especially while working from home, dealing with the customer queries efficiently, ultimately giving the customer a better experience.
  • It's a one-stop-shop, giving our agents the ability to handle all customer interactions in one place.
  • Using multi-channel interactions, customers can connect with us their way.
  • Architect provides a visual platform to create and configure flows and IVRs.
  • Their Email channel needs further development.
  • The ability for agents to choose different ringtones is necessary in a busy office environment.
  • Better visual alerting for incoming interactions.
  • GDPR function needs further development.
Other systems we have tried require the use of two apps to work remotely - the telephony desktop app and a softphone. Genesys Cloud has it all contained in one app or even less, if you opt to use the webapp in Chrome.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud is used across our organization and with several of our affiliates as well. Genesys Cloud offers us a single platform to handle inbound and outbound calls, workforce management, call quality and many other features we didn't have with our old platform.
  • Provides a single solution for our telephony needs.
  • While we are able to customize the data shown on the various screens, we are not able to sort the data by anything other than name or time.
  • There isn't a simple way to export users data to validate license usage, etc. You have to use API's and merge data from several backend tables.
Genesys offers a wide variety of telephony solutions like inbound and outbound calling, outbound dialer, call quality, workforce management, just to name a few. The system however seems to be in its early stages and is missing some basic functionality.
In my experience, support is support. Sometimes it is great, sometimes it is not so great. It's in those not so great moments that you find out what kind of support a company offers. We have had situations where support has sworn that it wasn't an issue, basically forcing us to prove that it was an error on their side. We have also had instances where the support as outstanding. For the most part the good has outweighed the bad.
Being a web based tool they system is pretty user friendly. The biggest complaint I have about the usability is that you can not filter and sort by the various columns of data on the different views.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud is a great product and offers seamless integration. The onboarding of users was very straightforward and the setup was a breeze. It is rich in features and is continually getting product enhancements, which are easy to use and offer great benefits to our users and in turn helps our customers.

Having access to a number of great features all in one place is so handy and saves so much time rather than opening multiple different apps; improved productivity and efficiency.

Having the ability to supply your customers with multiple contact channels (email, chat, text, voice) is a huge benefit to the customer!
  • Everything in one place
  • Easy to use
  • Feature rich
  • Continued product features
  • Some glitches
  • Reporting could be improved
  • Pricing is a little high
  • The simplicity of use and learning process is very easy, which allows us to adapt quickly to customer needs.
  • Having everything in one place saves so much time messing around and flicking between products.
  • Feature-rich and continued product enhancements mean we're constantly on top of our game.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Part of our business is migrated to Genesys Cloud CX. The client experience is so far good. [I] have not heard many complaints from business other than small issues [of a] solvable nature. That part of the business was scattered in different data centers and was difficult to manage with Genesys upgrading and upscaling. Cloud was a better option to move along since we as an organization have a big contract with Genesys.
  • Ease of Service
  • Although feature limited with respect to routing it offers many other usable feature
  • Great reporting feature. there are plenty of templates that provides detailed reporting.
  • Better reporting
  • Ease of agent desktop we don't need to go for third party desktop application
  • Great inbuilt callback feature where EWT is out of question
Business environment where we have a less complex level of routing is easy to migrate to the cloud for better manageability. A business environment with complex routing, like some parts of our business where we have integration between Genesys and third party products, becomes a little more complex to move out of standard DC environment and migrate to the cloud.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud is being used for our mental health call center, which contains about 100 employees overall between all the departments that use Genesys Cloud. This is a 24/7 hotline and the Genesys solution addresses our need of reliability and cloud-based solutions. Especially during these times, when there is a great need to be able to work remote, this product helps with that.
  • Reliability: This solution boasts a constant uptime and it uses a website to prove and display which services are up and running.
  • Simplicity: Designing and administering call routing is simple and easy with the Architect interface.
  • Mobility: With both the web app, the desktop app, and the mobile app, Genesys provides a way to connect on the go, or in the case of emergency.
  • Headset compatibility: There's not exactly a list of compatible headsets, so we had to find working models through trial and error. Thankfully this seems like a one time problem.
  • Mobile app: The mobile app is extremely basic, and needs a lot of work. Ideally this app would allow agents to use a web phone, but currently it only allows forwarding to the cell phone.
  • Transferring: For some reason, there is not a clearly labelled way for agent to conference in another line. We figured out how to do it eventually, but it should be much simpler.
Genesys Cloud greatly suits companies that need constant up time. As with any cloud solution, it's also good for remote work. It suits my needs--the needs of a smaller call center. I can't say either way if this would fit a larger one.

It's not as appropriate if you are looking for a solution that contains a CRM. The contacts function of Genesys is very basic, and doesn't allow searching in most cases. If you have a lot of clients, it would be better to use an external CRM, or choose a program that can integrate with Genesys.
Our company hasn't had too much support yet for Genesys Cloud, so this is a little biased as it reflects mostly on the team that set us up--but the support from Genesys has been very good. We feel supported and like our account management teams are working towards helping us achieve our goals. The customer support teams also are solid, and have a quick response time.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud (formerly PureCloud) offers great scalability by not limiting the number of users that I can have on the platform, since today I can have ten users and tomorrow I have a thousand without having to carry out large implementations at the server level. Additionally, we have the support of the high availability offered by AWS, which provides greater peace of mind
  • Scalability and ease of implementation
  • Friendly graphical interface with agents
  • High fidelity and availability of the different channels
  • The reports must be able to accept additional parameters to those that come by default
  • Greater amount of dashboard and real-time views with additional values that come by default
Genesys Cloud (formerly PureCloud) is ideal for those companies that do not want to make large infrastructure deployments but want to have an omni-channel request that can cover most of the needs of any operation.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud, at the moment, has been the basis of operations for the company to be in contact with all of our clients. This system has helped the company thrive in sales, and have fewer dropped calls and other issues than other phone systems that we have used before. It allows us to work as a team and simplifies transferring calls, receiving calls, reports of calls for the day, week, month and so on. This system is being used by the whole organization and it works perfectly. There hasn't been any issues from my part. [The] only issues we've had is due to other problems like internet connection which does not involve the use of Genesys Cloud.
  • Receiving and transferring calls.
  • Call Reports.
  • Easy to use.
  • Voicemails at hand.
  • Missed calls notifications.
  • Three-way calls.
For instance, all of my missed calls from clients always have some sort of notification that they have called or left a voicemail in order to quickly get back in touch with them. This helps me and the company itself to bring in new clients and help grow the business.

The only scenario that I can say that I have had trouble with is when making a three-way phone call and then trying to transfer this three-way call to another colleague. Still haven't figured out how to successfully do this.
Jawad Hammash | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud [(formerly PureCloud)] is being used only by the Call Center department at my organization ( Al Mana Retail - Hermes ), We are using Genesys Cloud [(formerly PureCloud)] to make and receive calls and email with the customers, also we do have a WhatsApp Business platform to communicate with our clients over WhatsApp.
  • The ability of transferring the calls, WhatsApp messages and Emails to a specific agent to follow up with the client.
  • Friendly user interface and software.
  • Updates all the time
  • The flexibility of reaching technical support team.
  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
When dealing with multiple requests with more than 2 or 3 customers, Genesys [Cloud (formerly PureCloud)] is well organized and has a perfect notification system [which] will allow you to follow up and reply to all requests efficiently.
Rodrigo Avila | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud is currently the contact center solution for a few departments within the bank. Customer Support, Sales, Investments and Internal Support. Telephony, chat and report features are integrated with custom applications and voice resources integrated with our Avaya corporate system. It addresses the need for efficient and organized customer support, proper telephony resources in order to contact external & internal customers as well as chat and cobrowsing resources.
  • Integration with other internal products
  • Fast and easy expansion capability
  • License pricing
  • Software continuously improved on a weekly basis
  • Proactive Support and Professional Services.
  • Appropriate tools for working with clients using Linux softphones.
  • The client console could be simpler to operate and more intuitive.
  • AMD process for administrator users could be simplified on a single menu.
Genesys Cloud is perfectly suited to a large contact center environment, when integrations are essential and reports and operations must always be available. When the work environment is highly variable, since it is possible to resize the resources according to the needs in a very short period of time. On the other hand, on applications where the change is not so frequent, and the operation for the end user should be as simple as possible, Genesys Cloud is not the best solution, this is the case of corporate telephony for basic users.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud is being used on the enrollment of new clients, follow up with existing clients and generally maintaining a proper communication with clients and fellow coworkers. It has proven to be a useful tool to connect with people from around the country and to maintain an effective communication between departments and with new and existing clients.
  • Lets you maintain a stable and clear communication.
  • Great at call identification and organization.
  • Great articulation with other applications.
  • Good user interface that help you identify possible opportunities and company structure.
  • Lets you create a personalized profile for other members of your organization to see.
  • Great tool for organizing and qualifying inbound and outbound calls.
  • Great for receiving and reviewing voicemails.
  • Great at keeping track of useful statistics and data from inbound and outbound calls.
  • Sometimes it's hard to copy and paste information from and to the application.
  • It often loses track of calls and doesn't add it to the statistics.
  • Could have an easier user interface.
  • Sometimes it crashes during call results.
  • Sometimes it causes a call error that keeps you from calling.
It's perfect for when your organization needs to connect with prospects or current clients. It's also useful when you have a large organization that needs a tool to keep you connected and organized. It is also helpful to keep track of valuable data and statistics related to interactions with clients. You can also use it to keep and archive customer-organization interactions for further evaluation.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are a large nationwide company. We use Genesys Cloud across 75% of our company base. We were searching for a system which could support our size requirements, and which incorporated a process for evaluating and reporting on the call interactions between our agents and our customers. We have tried various systems, but find Genesys offered some of the best options.
  • Searching for call interactions is quick and easy.
  • The "Timeline" provides valuable data and insight into each call.
  • Setting up evaluation forms is quick and easy.
  • I work on quality improvement, and reporting on call interactions we have reviewed and scored is somewhat limited.
  • I find I often have to pull several mini-reports and transfer data over to Excel to get the reporting options I need/want, that aren't offered by the program.
  • Working with Policies can be somewhat confusing and results aren't often what is expected, requiring review and update, which is sometimes "hit & miss", until you get the results you are looking for.
My focus is quality improvement. We have found the Call Evaluation process to be easily set up and user friendly.

The phone system offers convenient options for call center operations.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud is utilized by all employees replacing phones for either client contact or contacting agencies as the Internal Revenue Service or other State Revenue Agencies. Since we utilize it for client contact it does provide helpful functions as voice mail, call transfer, merging calls or conference calls. Also the fact that calls can be recorded is extremely helpful with client contact as any confusion can be resolved by going over the recordings.
  • Call quality is very good and consistent.
  • Caller ID is very helpful so we can identify who is calling before answering.
  • The voicemail function is very helpful as you can hear them and also transfer them if it is for someone else..
  • To be able to use the dial pad by clicking the numbers on the keyboard.
  • To be able to select different phones numbers to dial from.
  • The ability to track phone time during the day directly from the interface.
Genesys Cloud is very helpful for situations where you have an office with heavy phone use that needs to keep track of calls, call time, and the actual content of calls with recordings. Having the ability to record calls and go over them for quality control as well as a safe guard for customers claiming they were never informed of something/they did not say something is specially helpful.
Jacob Dayan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is used across the entire company - from sales, to customer service, and attorneys and accountants. Obviously different users have different functions. The main problems solved by Genesys Cloud [(formerly PureCloud)] are that it provides stability and no downtime, along with complex routing, and flexibility to integrate with other platforms easily.
  • Call Routing and Sophisticated IVRs
  • Great Reporting via third party apps
  • Stability
  • The Outbound Dialer functionality is very poor
  • CRM Widget can be improved
  • Scripting can be more user friendly and easier
[Genesys Cloud (formerly PureCloud)] is very appropriate for a company with many departments, and functions, high call volume, and in need of complex IVRs, and dialers. If you just have people answering the phone, or are a smaller company (under 50 users), it probably doesn't make sense to make the investment.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Clould is being used in my organization across the board. It is used to assist clients who find themselves having issues with the IRS or the state, or they simply wants us to file their taxes. Genesys Cloud facilitates communication with our clients. It allows us to call our clients to update them on their case making them be able to rely on our services. Clients can also call us whenever they have questions or simply want an update. It is also use by all employees in my organization to communicate with each other; making it easier to keep connected allowing us to be more productive and efficient in completing tasks or assignments. It is very easy to transfer our clients to the ideal person who can assist them with what they need. Genesys Cloud is very dependable. For the time that I have used it, I have not experience disconnections or drop calls. The system is well develop that it works excellent. I am very satisfied with how Genesys Clouds works and would recommend it to any organization or entrepreneur.
  • Stable connection.
  • Fast and efficient.
  • Easy to use.
  • None - it is perfect.
The features are so easy to use. I can transfer our clients to others with no issues. When I miss a call, the client can leave a voice message and Genesys Cloud will notify me. I can choose to listen to the voice mail and it has the feature to call back client just by selecting the call back option. No need for me to be jotting down the phone numbers to dial. This saves me some time to be able to work faster.

When I want to transfer a client, with the click of a button I can easily do so.

Genesys Cloud CX (formerly Genesys Cloud) Scorecard Summary

Feature Scorecard Summary

Contact Center Software (13)
Agent dashboard (207)
Validate callers (186)
Outbound response (171)
Call forwarding (187)
Click-to-call (CTC) (149)
Warm transfer (202)
Predictive dialing (125)
Interactive voice response (167)
REST APIs (141)
Call scripts (152)
Call tracking (202)
Multichannel integration (154)
CRM software integration (149)
Workforce Optimization (WFO) (9)
Inbound call routing (191)
Omnichannel inbound routing (147)
Recording (193)
Quality management (180)
Call analytics (183)
Historical reporting (192)
Live reporting (188)
Customer surveys (109)
Customer interaction analytics (136)

What is Genesys Cloud CX (formerly Genesys Cloud)?

Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys Cloud CX (formerly Genesys Cloud) solution promises to make customer relationships simple. Built to handle any channel, the Genesys Cloud CX (formerly Genesys Cloud) platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.

The vendor aims to simplify the way you connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX (formerly Genesys Cloud) is a customizable all-in-one application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.

The vendor says their software deploys in days, is intuitive to use, and continually innovates with upgrades each week.

Genesys Cloud CX (formerly Genesys Cloud) Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots

Additional Features

  • Supported: Voice Routing
  • Supported: Web Chat
  • Supported: Email Response
  • Supported: SMS
  • Supported: Social Listening
  • Supported: Unified Communications
  • Supported: Softphone
  • Supported: Workforce Scheduling

Genesys Cloud CX (formerly Genesys Cloud) Screenshots

Genesys Cloud directories make it easy to find the right person in your organizationAgents can see the activities in their queue in this easy to use dashboardContact center managers are able to quickly get a view on key metrics in this dashboardCall Center Co-browsing capabilities built-in

Genesys Cloud CX (formerly Genesys Cloud) Video

Genesys Cloud Overview

Genesys Cloud CX (formerly Genesys Cloud) Integrations

Genesys Cloud CX (formerly Genesys Cloud) Competitors

Genesys Cloud CX (formerly Genesys Cloud) Pricing

Starting Price: $75

More Pricing Information

More pricing information from Genesys Cloud CX (formerly Genesys Cloud)

On-premise Editions Pricing
Pricing DetailsTerms
Genesys Cloud CX 1$75.00Per User Per Month
Genesys Cloud CX 2$110.00Per User Per Month
Genesys Cloud CX 3$140.00Per User Per Month
Genesys ChoiceContact sales teamContact sales team

Genesys Cloud CX (formerly Genesys Cloud) Technical Details

Deployment TypesOn-premise
Operating SystemsWindows, Mac
Mobile ApplicationApple iOS, Android

Frequently Asked Questions

What is Genesys Cloud CX (formerly Genesys Cloud)?

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.

How much does Genesys Cloud CX (formerly Genesys Cloud) cost?

Genesys Cloud CX (formerly Genesys Cloud) starts at $75.

What is Genesys Cloud CX (formerly Genesys Cloud)'s best feature?

Reviewers rate Warm transfer highest, with a score of 9.

Who uses Genesys Cloud CX (formerly Genesys Cloud)?

The most common users of Genesys Cloud CX (formerly Genesys Cloud) are from Mid-size Companies and the Telecommunications industry.