Genesys Cloud CX

Genesys Cloud CX
Formerly Genesys Cloud

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Top Rated
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Score 8.3 out of 100
Top Rated
Genesys Cloud CX


Recent Reviews


10 out of 10
June 22, 2022
We are the system integration company for CC and telephony systems. We want to implement the Genesys Cloud to our customers. Now, we are …
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Great for worldwide orgs

6 out of 10
May 14, 2022
We currently only use voice, but the great thing about Genesys Cloud CX is that we can grow as a company and continuously improve our …
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My Genesys Experience

10 out of 10
March 10, 2022
Genesys Cloud CX is seamlessly integrated into our platform. Thanks to it we have addressed the connection and clarity of our phone …
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Popular Features

View all 22 features

Recording (225)


Agent dashboard (240)


Warm transfer (234)


Call tracking (232)


Reviewer Pros & Cons

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Genesys Cloud CX 1


On Premise
Per User Per Month

Genesys Cloud CX 2


On Premise
Per User Per Month

Genesys Cloud CX 3


On Premise
Per User Per Month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visit


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $75 per month

Features Scorecard

Contact Center Software


Workforce Optimization (WFO)


Product Details

What is Genesys Cloud CX?

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 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 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 Video

Genesys Cloud Overview

Genesys Cloud CX Integrations

Genesys Cloud CX Competitors

Genesys Cloud CX Technical Details

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


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Frequently Asked Questions

What is Genesys Cloud CX?

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 cost?

Genesys Cloud CX starts at $75.

What are Genesys Cloud CX's top competitors?

Five9, NICE CXone, and Talkdesk are common alternatives for Genesys Cloud CX.

What is Genesys Cloud CX's best feature?

Reviewers rate Click-to-call (CTC) highest, with a score of 9.6.

Who uses Genesys Cloud CX?

The most common users of Genesys Cloud CX are from Mid-sized Companies (51-1,000 employees) and the Telecommunications industry.


(1-25 of 258)
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Mathew Wan | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud (formerly PureCloud) is currently being used in two departments with two other departments and one main branch company in Australia piggybacking on our system during the lockdown in New Zealand. This was the main benefit of us moving to Genesys Cloud (formerly PureCloud)--great timing that we had this implemented before the pandemic hit New Zealand.
  • All-in-one package: phone management, workforce management, call evaluation, telephony management, reporting, and performance
  • Mobility and cloud based
  • Software is continuously upgraded on a weekly basis and is not charged
  • Some functions are very basic and work only for specific usage
  • Reporting is not customizable without an API
  • Workforce management add-on not full functional yet
Overall great product for something new in the market; waiting on several essential functions to be implemented. Well suited for most companies that require a telephony system but it requires setup. Companies should either have a user who is very good at Microsoft Excel or is a developer to fully utilize the reporting side of Genesys Cloud (formerly PureCloud).
June 22, 2022


Score 10 out of 10
Vetted Review
Verified User
Review Source
We are the system integration company for CC and telephony systems. We want to implement the Genesys Cloud to our customers. Now, we are working on our first project based on Genesys Cloud (some new customer).
  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
  • A lot of additional "tools" (like CLI) that can help to administrate the system
  • Adding possibilities to "customize" the historical reports (add/remove columns, change fonts, ...).
  • Improve the "flow designer". Make it more "user friendly". For my mind, [it would be] best if it looked like "Genesys Composer" from "Pure Engage" solution.
  • Add possibility to change the list of "agent states" according to the division/group/queue.
  • Improve the UI for the manager. It would be very useful to have option of creating "subfolders" on the "management screens" (for example: "Telephony/Phone Management/Phones" / "People & Permissions/People").
  • Very important for Israel market option.
  • Give permission to the Schedules/Schedule Groups according to the Division and Group..
  • When agent is working with "Auto Answer" [it would] be good to have the possibility to define some "ringing time" (some seconds that the agent will see the "call alert" before "Auto Answer").
Good solution. Simple, but has a lot of features.
Support for the Genesys PureEngage is better.
It has a "user-friendly" interface, but some things are "not standard", for example, in most products, (including Genesys Pure Engage) agent status "Available" means that the agent can get the CC calls, in this product, it means that he can get the direct calls and for the CC calls he must be "On Queue"
Patrice Tanguay | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is used for our Contact Center - 150 agents making healthcare reservations. Previously all agents were on a legacy Alcatel platform and although it was robust and delivered basic ACD features, it wasn't advanced enough for new business requirements (Quality Monitoring, Workforce Management, Analytics, and advanced routing). Biron was an early adapter of implementing Pure Cloud in 2017. Since then, the agent count has increased and the knowledge of managing our contact center with Genesys Cloud CX.
  • Analytics.
  • Social media management.
  • Chat & Chatbot.
  • Call routing.
  • Dashboard.
  • Reporting (out of the box).
  • Gamification.
  • Stability (America East).
The best all-in-one enterprise telephony system. There are contenders, but in the end, Genesys Cloud CX has been a strong manufacturer with a good support model.
For several years Biron was supported by "Genesys Direct" with monthly discussions with our AE (Account Executive) and SE (Software Engineer). Proactiveness with upcoming features and "tips" on how to optimize the platform. Currently, we are being supported through a partner. Excellent support. We needed a "hotfix" for an identified bug, and Genesys delivered promptly.
Ease of use for building call flows. (Architect) Eye-catching portal (graphic user interface). Functionalities. Perfect platform for work-at-home agents.
Andrew Saltonstall | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use it for our Admissions, Promotions and Business Office. Before Genesys, we had no measurable way to track productivity or measure quality assurance. Genesys has helped us measure and implement both of these features. It has improved our efficiency and our productivity. Additionally it has added much more robust reporting capabilities we didn't have before, especially with its integration into Salesforce, and use of dashboards for real-time reporting.
  • Reporting.
  • Quality management.
  • Agentless campaign.
  • Architect.
  • More customization with phone settings.
  • Utilization settings.
Genesys cloud is very well suited for a multi menu IVR with agents waiting in queue to take calls. Features such as Agentless campaigns, Callback options, and SMS campaigns make it useful in a Contact center environment. It's less than ideal for someone who wants to use it as just a non-ACD phone.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Genesys Cloud CX is the most complete package of software required for call centers' needs. The real-time dashboard with fantastic analytics helps to see the data across all the channels.
  • The architect's UI is very user-friendly and makes the IVR configuration smooth and easy.
  • The integration is very easy, it has pre-build integration or builds from scratch. This gives more options to the user.
  • Sometimes agents are kicked off queue this issue affects the overall user experience and can be improved.
  • Genesys cloud CX customer support can be improved by making it more accessible and responsive.
  • The learning curve for Genesys cloud CX is steep as there is a lot to consume in starting so a better tutorials can help.
If you need to maintain a customer support solution i. a call center for different channels altogether like Calls, Emails, Chats, etc then Genesys cloud CX will be the all-in-one solution for it as its handles multiple things at a time. You will get flexibility and easy deployment for your problem.
Joseph Ysmael Tan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source
We use Genesys Cloud CX to provide contact center solutions to our clients. We provide consultancy for features like inbound routing, voicemail, call back, outbound campaigns, workforce management, quality management, designing IVR, and creating Digital channels like chats, SMS, emails, and social media. We also help our customer maximize their budget and avoid additional costs by providing the most optimal solutions to their problems and requirements.
  • Inbound Routing
  • Outbound Campaigns
  • Workforce Management
  • Friendly IVR configuration
  • Need improvement with wrap up codes
  • Out of the box Agent greeting
  • End call surveys
Genesys Cloud is the best CX product I have used.
Heather Rauch | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
My organization is new to Genesys Cloud CX. We went live at the end of December 2021. We use this as our primary communication platform and contact center. We use a number of disparate systems and are working to integrate them and streamline some of our human processes. Genesys Cloud's data actions have been amazing for this purpose, allowing us to quickly pull in or push out whatever information we need using their well-documented API.
Their customer support is a joke. I have had several critical tickets open for months with no progress. It does not help that, as a customer, you are not actually allowed to submit tickets. You are at the mercy of whoever sold you the software to appropriately communicate the issue to Genesys. Even when the issues do make it to the customer support engineer with all the information intact, they will ask you to produce network/console logs regardless of whether they are relevant to the issue at hand. The entire experience has been destroyed by their complete lack of vision when it comes to supporting the users.
  • System integration using Data Actions
  • Employee engagement through the use of gamification
  • Streamline human processes with automated workflows
  • The learning curve is quite steep.
  • The training and certification is quite expensive.
  • Navigating within the platform is not always intuitive.
  • Customer Support. They absolutely suck at it!!!!!!!
For my organization's purpose, Genesys Cloud CX has been amazing! We now have real-time insights that were not previously available. By setting alerts on our max queue wait times, we are able to mitigate long waits before they happen. We have also been able to integrate several of our other systems including our claims processor's API to pull the relevant patient information into the agent scripts prior to answering calls. This provides the agents with information that is timely and pertinent. I have not yet found a situation that can't be handled within the framework provided.
If I had the choice, I would go back in time and choose someone else.
I have only received support through our vendor and don't feel it appropriate to evaluate a service I have not used.
The platform is very usable with lots of just in time documentation. The only reason I did not give a rating of 10/10 is that the learning curve can be quite steep and requires very thorough agent training prior to going live. This caused a significant amount of hand-holding required from IT to get the agents up and running. Other than that, it has been great!
Score 6 out of 10
Vetted Review
Verified User
Review Source
We currently only use voice, but the great thing about Genesys Cloud CX is that we can grow as a company and continuously improve our contact centers. We have integrated Genesys Cloud CX with a pure cloud so that we have a 360 view of the customer. We aim to implement chatbots, and voice bots in the near future.
  • Customization
  • Admin
  • To create call flows.
  • Reporting
  • User interface.
  • Updated integration interface in Salesforce.
For an org that has a worldwide customer contact center, Genesys Cloud CX can help and grow your business. As we only use voice today and I understand that we have some major improvements to do, we lack communication regarding updates and new features, which often pops up with little or no information.
Jason Neton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source
We use Genesys Cloud CX mostly for our development of integrations to other back-end systems, as well as using it for our own business needs. We implement and support Genesys Cloud CX, so it is intricate to our business on many levels. Genesys Cloud CX instantly addresses the business challenges of proving a platform that can fully power a sophisticated contact center but also serve business users very well. Also, Genesys Cloud CX makes it very easy to integrate into other systems via the robust APIs offered. This allows you the flexibility to really solve any business issue by connecting it to your contact center as a hub of activity, engagement, and important metrics and measurement of your success through reporting and WFM.
  • Omnichannel contact center
  • Integration with other systems to knit together technology seamlessly
  • WFM and WEM suite is best in class and fully integrated to the product
  • Extremely robust architecture in AWS that continues to evolve and improve to serve global clients
  • Adding more features for business users will help to bridge some gaps, like VM transcription for simple users
  • Additional email queue flexibilities
  • Agent greeting functionality
Genesys Cloud CX is a well-suited solution for any business as it is flexible and a leader in the contact center space. The way that WFM functions and QM are built into the product really separates it from others in the field that bolt-on technology from other vendors. However, with the App Foundry, Genesys Cloud CX has an appreciation that there are other well-suited complementary technologies that Genesys recognizes are perfect fits to integrate into Genesys Cloud CX. Salesforce integration is one, as well as integrating with Teams and Zoom to facilitate meeting platforms.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I am a Genesys Cloud CX support engineer, using Genesys Cloud CX on daily basis and assisting our customers with daily tasks, such as troubleshooting and setting up new features.
  • Inbound/Outbound calls
  • Webchat
  • Outbound campaigns
  • Emails
  • Customer support
  • Some buggy features
Genesys Cloud CX is an easy product to use, once you get to use it frequently. Genesys Cloud CX is well suited for Inbound and Outbound calls, customers can be easily routed to the desired queue (Support/Sales/Marketing...) or you can use it internally for communication between your employees. You can use it for Web chat, Web messenger, and use the automated bots on your website which can then lead to the appropriate department for human interaction.
Faith Borst | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Adobe Marketo Engage said it perfectly. Genesys cloud offers flexibility at scale to tackle your company's digital needs. We are in the implementation stages with Genesys, and our experience has been fantastic. Genesys blew the competition out of the water throughout the RFI process with its offerings. It will improve our customer and agent experience and provide ROI within three years. Our company currently uses two other prominent vendors in our service center, and we will be able to cut ties with both and focus on one full-scale solution with WFM and other upgrades we did not have with the other vendors. Today we have a manual WFM process, and Genesys will help us automate QA, WFM, and Agent metrics tracking, among many other great features.
  • Work Force Management
  • Quality and Certification Tracking
  • Integration
  • Administration is User Friendly - does not take a programer to make changes
  • I would like to see more integrations in the future 'out of the box'
  • Our experience so far, has been great!
Genesys Cloud gives us the ability to ask our customers for feedback in a meaningful way, report and quantify the input, and provide ROI metrics to the business. So our solution is moving away from ServiceNow and Salesforce and going to Genesys/ Jira Service Management. The Genesys platform is much easier for our agents to navigate and provides information to the agent upfront. Instead of our agents having to dig for the data every time through an extensive knowledge base. The solution will aid in first-call resolution and quicker turn times.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Genesys Cloud CX as our contact center solution for our customers to call in and request assistance for our Accounting product. The business problems Genesys Cloud CX addresses: 1) Contact Center integration into Salesforce for our support analysts which is their primary case management platform 2) Real-time call and queue insights for contact center resourcing 3) Routing calls based on product skillsScope of our use case is voice calls only at this time - future use cases will include SMS and chat
We are looking to refine our call flows to add in queue based routing and sending Genesys insights via API's into Salesforce to enhance our reporting. This will allow us to gain deeper insights into our customer calls and be able to analyze call patterns to develop richer reporting metrics. We have also created an Agent Permission Set in the Genesys App for our agents to leverage so that they see their incoming call patterns and agent queue availability.
  • Ease of use
  • Cloud interface makes new feature accessibility much easier
  • Caller ID feature makes the interaction process intuitive
  • Integration into Salesforce
  • Screen pops
  • View filters
  • Interaction timeline view
  • Reporting
  • Dashboards
  • Dropped calls
  • Audio interface
  • Call flow debugging
  • Intuitive call flow design
Genesys Cloud CX is well suited for any contact center looking to improve their CX experience using voice and use insightful metrics to improve the experience. Cannot think of a scenario where it is less appropriate. It is also suited for organizations that want their Agents to leverage a contact center in Salesforce and use MS Teams for PBX. Very well suited for skills based agent routing and expanding agent pools based on call volume using bullseye routing.
Genesys Support and the community have always been very helpful in guiding us with any issues we have encountered.
The Community is where I learnt a great deal of information on the power of leveraging API's for our integrations for Genesys Cloud CX
Also been very helpful with learning about new release features too.
Easy to use some features but reporting and dashboards which we need to leverage each day are not that simple to gain insights from.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Our Member Services uses it to handle calls and the scheduling of agents. Creating separate queues based on client and skills is a significant asset to the organization. Our team has mainly been using Cloud to view interactions for various purposes, including assessing recordings and pulling call information. It has helped find pain points, track the success of new features and updates, and gather data for specific projects. We have begun a project with the Learning and Development modules. We have also just started working on adding Live Chat functionality through GC CX to provide an additional method of contact for members during off-hours. Additionally, the Gamification feature is something we are looking at implementing.
  • Queueing makes scheduling agents with different skills who handle other clients much easier.
  • Monitoring capabilities - it provides transcripts, audio, as well as screen recordings.
  • Vendor marketplace - it provides several quality integration partners.
  • The Learning and Development modules are a new feature and could be excellent once additional functionalities have been added.
  • Data reporting capabilities.
  • It would be great if there was a way to be able to follow the customer journey in the sense of tracking calls/callbacks/etc.
It is well-suited for managing a call center for several clients. Genesys Cloud CX may be overwhelming for smaller businesses and operations due to the number of features and levels it contains.
March 10, 2022

My Genesys Experience

Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud CX is seamlessly integrated into our platform. Thanks to it we have addressed the connection and clarity of our phone interaction with our clients.
  • Salesforce integration
  • Connectivity stability
  • Simple interface
  • I would like to see mobile phone forwarding implemented.
The best-suited scenario is transferring a call or stepping in to assist.
I have never contacted Genesys support.
Because of its ease of use.
Score 6 out of 10
Vetted Review
Verified User
Review Source
Genesys provides our softphone service for international customer support. We have a relatively simple setup of routing logic that attempts to route calls to the appropriate CS reps. Genesys also allows us to monitor queues activity and certain high-level metrics.
  • Widget allows reps to handle phone calls within Salesforce without the need for additional hardware or application windows
  • Captures a variety of phone metrics for QA and management
  • Reporting and Dashboards are very limited
  • UI could be improved
  • Callback functionality is unintuitive and commonly results in stuck calls
Genesys is a decent telephony provider that does have the capability to integrate with other systems. However, the clunkiness of its reporting capabilities and difficulty to configure call routing logic make it less than ideal.
havent had much interaction with Genesys support
Features are relatively straightforward but UX are less than ideal and reporting is extremely limited
Robert Wakefield-Carl | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source
Genesys Cloud offers us the flexibility and function in a single platform so our agents don't have to learn different systems. Agents, supervisors, quality managers, and admin all use the same platform.
  • Omnichannel routing for calls, callbacks, chats, emails, SMS, messaging, and more in one interface
  • Advanced IVR offering ASR, TTS, database lookups, advanced routing, and integration with AI's like Lex
  • Tight integrations to CRM applications like Microsoft Dynamics and other web-services
  • Simplified administration for all aspects of the platform in an all-in-one page contained completely in the web browser
  • Adding better UC functionality like paging, park, and other basic PBX features
  • Microsoft Teams Support to replace the current Skype for Business to allow collaboration between Microsoft and Genesys PureCloud
  • Speech Analytics which is on the roadmap, but allowing for listening of all recordings
Contact centers looking to expand beyond their walls and to other media channels.
The resource center is a wealth of information, but Genesys Support usually references it first instead of engaging users. I usually have eliminated the resource center before I contact Support.
All in one platform with single admin, operations, and reporting.
Nowshad Sheik | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud [(formerly PureCloud)] is used [by] my organization for rapid development and implementation of Business Requests with ease and hassle free maintenance of in-house infrastructure. Currently some of the new line of businesses are serviced on Genesys Cloud and the plan is to gradually migrate remaining departments to Genesys Cloud for better customer experience.
  • Call flow designing is made simple via Architecture.
  • Routing is simplified to best make use of omnichannel experience
  • Reporting at its best with granular level details
  • Can't say anything at this moment.
Genesy Cloud [(formerly PureCloud)] is simple to use and is best suited for the companies that don't want to invest more on on-premise hardware/software and ready to run business from day one. Minimal effort from the technology standpoint of view and less costs on the resources required for maintenance. Once the Genesys Cloud is fully functional with the organization there will be less chances for error which caused due to high maintenance of on premise environment.
So far best experience with Genesys Cloud.
So far best experience with Genesys Cloud.
Score 8 out of 10
Vetted Review
Verified User
Review Source
My team and I built, implemented and maintain the WFM area of the software. We utilize this program to create forecasts that help us create and maintain schedules for over 550 team members, including management. We have been attending meetings with Genesys developers to improve and expand the utility of the product. We also utilize adherence and performance reports through the linked EMite systems.
  • Work Plans and Rotations
  • Allowing ease of communication between team members and workforce management.
  • Adherence tracking.
  • Availability of workers needs to integrated.
  • Customizable activity codes.
  • Storage of approved/denied time off requests/shift trades.
Genesys Cloud CX is well suited for medium to large companies that would like a system with multiple abilities and functionalities. It should be known that the customer will be part of the developmental process and the customer should be prepared to help build and customize the system to fit specific needs. The customer should also be prepared to work on said improvements even after initial implementation.
Building and implementing the system came with some challenges and we are still working with developers to customize the product so that different groups within our departments can utilize reports and functionalities with optimum customer service for our customers.
It's easy to use once implemented. However, improvements are an ongoing expectation.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full cloud solution, to mitigate lengthy upgrades, and to offer a seamless solution end-to-end which with a feature-rich product.
  • Seamless Upgrades.
  • Feature-Rich Contact Centre Solution.
  • User-Friendly Experience.
  • Email Channel functionality is a little limited at present.
Great for those looking for a full cloud end-to-end solution. I could not think of a reason where it would not be fitting - the costs are comparable against other providers, including running an on-prem solution.
Quick and informative responses from the support team
Very intuitive and easy to use.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We used Genesys daily and I think it is very helpful because it notifies us if we are doing the right thing or if we are on the right path. Thank you, Genesys for making our life easy!
  • It notifies us if we are doing the right thing.
  • It notifies us if we are on the right page.
  • It gives us the impression to do better at some point.
  • There are times that we are having a problem when speaking to someone.
  • There are times that we are having a problem contacting providers that we need to redial the number just to have a successful contact with them.
It is easy to use and very friendly to users. It will let you know that you are on the right page.
It is very useful and friendly to users. I don't have that much problem using Genesys every day, every hour, every minute, and every second. I love using Genesys because it is very easy to use and I feel like I don't have to ask for someone's help because it will really give you everything by just using it. Thank you so much!
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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
I use Cloud CX as an incoming and outgoing call software. It is directly linked to our patient database so I can access files with one click and know who I am speaking with for approx. 90% of calls. We can easily transfer to internal departments - and consult between reps as well as transfer out to other lines. Additionally, we can set callbacks by rep in the system ourselves for future dates if follow-up is needed. The system also allows tracking of productivity for each rep as well as on a teams basis. I can view my assigned schedule in the system and get reminders of breaks, meals, and callbacks as well.
  • Direct link to client base
  • Allows for self review of targets and metrics.
  • Provides a one stop shop for activity overview and productivity.
  • I would like to be able to link back to a client when a number comes up that isn't linked - so the next time the call comes in it will recognize the patient.
  • I would like it to pull families when the same number is linked to multiple accounts or give the option to do so.
  • I want to generate favorites for transfer for reps or supervisors I often use without having to search for them.
Call management is key - and I love the active live view of the call queue and reps on and active live time of activities. It excels in giving broad-based access to performance metrics individually and in a way that is healthy competition-wise as well. It should have more flexibility with scheduling so if breaks or lunches or nontraditional it should not cause issues with reporting or have to be scheduled in a way that is not accurate. It would do to have more tutorials on the various amounts of tools for end-users - and I do not see those readily available. I am sure there is functionality that I could use as an end-user to self-manage even if my supervisors or the teams are not taking advantage of any features.
There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
I think easier to access options for training and features would be super - also info buttons to go with features that will take users to where they can learn about it - also a feature a week on the GCAP site would be awesome. Without these easy-to-access options, the program leaves a user feeling flat.
  • no training
Henry Svendblad | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Genesys Cloud across every department in our organization. It powers our Contact Center with key features like ACD, IVR, omnichannel support, workforce management, quality management, real-time analytics, and more. Their API first microservices architecture has allowed our developers to integrate our line of business and mobile applications for improved productivity and customer service.
  • Developer friendly APIs
  • Real-time information
  • Quality management
  • Workforce management
  • Predictive routing
  • Support
  • Implementation
  • Improved stability
Better suited for a high growth distributed organization with the ability to leverage their well-documented APIs and third-party integrations. An organization looking to provide the most modern and powerful customer experiences across all communication channels.
We prefer to use Inflow Communications to support our Genesys Cloud CX. They understand our business and industry better and they have a higher level of support available.
Some functionality requires experience and development talent. This is both a blessing and a cost.
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.
  • Online training
The Genesys Cloud platform is regularly updated automatically. Both on the customer console, and within the edge equipment that we have within our facilities. Regular updates are also made to the core of the cloud application. We have never had problems at the time of the update, in general, it has always been transparent to the eyes of the end user.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We currently use Genesys Cloud CX as our call center provider. We had many issues using a former app-based program. I can turn on and turn off various extensions, forward, and override calls whenever needed
  • Detailed drilled down reporting
  • Call transfer/queue transfer
  • Ability to change status and views from an admin standpoint
  • The resource guide is not very user friendly- could use updates
  • I would like to see the admin reporting tab have limited options to avoid confusion
Genesys Cloud CX is very user-friendly for the end-user experience. It is easy to follow and each step is clear and natural. The difficulty that can happen is that there are so many options to run reports that it can make filtering tricky
Whenever I have had an issue or a question, I have found that the contact us button has been very responsive. I receive the answer that I need and the direct resources in case the question comes up again.
The end-user experience is very intuitive. I have found that employees have caught on to the system much faster than systems used in the past
Score 9 out of 10
Vetted Review
Review Source
I use Genesys Cloud CX in a number of ways with a number of clients, from Sales and Marketing to Customer Support and experience.
  • Easy to deploy basic structures
  • Large range of flexible training options available
  • Large library of online help and developer guides
  • Github support and repositories available
  • Large Community presence for support and guidance
  • WFM modules lack some functionality compared to other solutions - on the roadmap for 2022
  • Slow response at times for low priority support tickets
  • Change in UI can be immediate and impacts training documents/help guides without warning
Genesys Cloud CX is well suited for all business types, regardless of the number of users and/or functions required. The ability to flex functions based on role, division, or queue membership means that all businesses are able to leverage the best of Genesys Cloud capabilities. You can deploy as a fully integrated IVR structure, including voice to digital transit, data dips from CRM solutions, or simply add a user, allocate a phone number, and start making calls within a few minutes. I have yet to see a scenario where Genesys Cloud could not be used or is less appropriate.
Sometimes the team is often slow to react to low-priority tickets and relies on Purecloud help articles to assist which have already been used to try and resolve, before raising a ticket with them.
Anyone of any age or technical capability can use this platform