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Genesys Cloud CX is our primary platform for omnichannel communications. We utilize it for calling, SMS, Webchat, and Email. Migrating to …
Starting at $75 per month
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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.
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Popular Features
- Warm transfer (354)8.585%
- Recording (346)8.585%
- Call tracking (345)8.585%
- Agent dashboard (367)7.979%
Reviewer Pros & Cons
Video Reviews
12 videos
Genesys Cloud CX Review | Sales Manager's Experience
07:06
Senior Application Developer's Honest Thoughts | Genesys Cloud CX Review
07:32
Genesys Cloud CX | Providing Quality Client Care
03:42
Pricing
Genesys Cloud CX 1 - Voice
$75
Cloud
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
Cloud
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
Cloud
per month (billed annually) per user
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.genesys.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $75 per month
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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 solution aims to simplify the way businesses 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 application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.
The software deploys in days, and updates are available each week. The vendor states Genesys Cloud CX has active customers in more than 100 countries around the world.
The solution aims to simplify the way businesses 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 application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.
The software deploys in days, and updates are available each week. The vendor states Genesys Cloud CX has active customers in more than 100 countries around the world.
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 CX Integrations
Genesys Cloud CX Competitors
Genesys Cloud CX Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Canada, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, United States, Guam, N. Mariana Island, US Virgin Islands, Puerto Rico, Argentina, Brazil, Chile, Colombia, Dominican Republic, El Salvador, Mexico, Panama, Peru |
| Supported Languages | Arabic, Chinese (simplified), Chinese (traditional), Czech, Danish, Dutch, English, Finnish, French, German, Italian, Hebrew, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Russian, Spanish, Swedish, Thai, Turkish |
Frequently Asked Questions
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.
Genesys Cloud CX starts at $75.
Reviewers rate Warm transfer and Call tracking and Inbound call routing highest, with a score of 8.5.
The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
Comparisons
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Reviews and Ratings
(677)Attribute Ratings
Reviews
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March 09, 2022
Genesys Cloud Review on TrustRadius
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.
March 09, 2022
Product is Good but could be Great with improvements
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.
March 08, 2022
Genesys Makes Our Life Easier!
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.
March 08, 2022
End User Feedback and Thoughts.
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.
March 08, 2022
PureCloud super charged our Contact Center
Score 10 out of 10
Vetted Review
Verified User
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
March 08, 2022
An excellent and scalable solution for contact centers
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.
February 21, 2022
Great solution with ongoing development and investment
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
February 20, 2022
Multi-platform excellent tool for collaboration
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
February 17, 2022
Happy we moved to Genesys Cloud CX
This is our sole contact center platform for handling in/bound customer and patient calls. The current volume is about 140 users and 50-60k calls per month. We also use Genesys Cloud CX for call quality/evaluations and workforce management.
- highly configurable setup
- platform stability & call quality
- simple user interface
- accessible and reliable data
- out of the box, canned reporting functionality is limited
February 08, 2022
A Formidable Array of Tools
Genesys Cloud (formerly PureCloud) supports select departments in our organization. Utilizing Genesys Cloud (formerly PureCloud) has empowered all of us with the use of the collaborate functionality; it's deepened the inner-connections of our organization. Of all the similar tools I've used in various employment roles and at the university, Genesys Cloud (formerly PureCloud) has been the most adaptive, flexible, and powerful tool. The majority of incoming interactions flow through Genesys Cloud. (Updated, 2022: we subsequently began using this platform for all reporting and analytics. I have former colleagues who tout their own platforms' reporting suites, but I can't imagine being able to do much more than you can do with Genesys Cloud's reporting mechanics, especially after updates in the past year or more. You can now create virtually any report you can imagine.)
- The knowledge-base provided by Genesys Cloud (formerly PureCloud)--in the form of the community, resource center, developer center, knowledge network, beyond training program, company webinars, etc.--is top-notch. There is no similar array of programs by any similar company, to my knowledge.
- User-friendliness is priority with Genesys Cloud (formerly PureCloud). From the use cases documentation to platform API to managed phone requirements, there are ample detailed descriptions, helpful guides, and tutorials (both written and video) to ensure you have a user-friendly experiences managing Genesys Cloud (formerly PureCloud).
- AppFoundry extends the capabilities of Genesys Cloud (formerly PureCloud) to ever-expanding territory. The possibilities of useful power tools are nearly endless with this marketplace of assorted solutions, from A to Z. This is one of the many ways Genesys has increased production for their Genesys suites. AppFoundry is like an app store for your virtual interaction center.
- In my experience, most difficulties that have arisen with Genesys Cloud (formerly PureCloud) usage stem from users who are not particularly tech-savvy. If you have team members who are a little old school, you might consider generating a plan to defend against vulnerabilities or lack of knowledge. Implement it knowing it may take longer than you anticipate for those users who need extra assistance.
- (Updated, 2022: the minimalist approach to certain interfaces [including search fields, filters, etc.] sometimes does slow the learning process for new team members.)
February 08, 2022
New to Genesys Cloud... an Early Review
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. While there are some features that are missing, Genesys has been receptive to our input and working to get some of these enhancements implemented.
- Provides a single solution for our telephony needs.
- Allows us to route calls, chats, and emails to our agents to keep them busy when one channel is slow.
- Provides access to backend data via API calls that allows us to gather information that might not be readily available in the UI
- 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.
- The workforce piece is missing some key components, like the ability to see a forecasted service level prior to publishing schedules.
- Currently we cannot see more than a couple of months of data rolled up. We have to export the data in smaller chunks and compile it ourselves.
February 07, 2022
Best-in-class CCaaS - Genesys Cloud CX
Genesys Cloud CX provides CaaS (Contact center as a Service) with great and minimalistic UI and powerful microservices-based architecture. I work as a Design professional for a reputed service organization where we propose, design, and deliver the solution to our customers. We have showcased the power of this product to many of our customers and that got readily perceived by them as it was able to solve all the business requirements at a great pace. I recommend this as the leading Contact Center Solution for all sorts of businesses.
- Contact Center Solution.
- Pure Omnichannel Experience.
- Workforce Engagement and Optimization.
- Highly Dynamically Scalable Architecture.
- Real-Time and Historical Reporting Capabilities.
- Easy to manage Role-Based Architecture.
- Single UI for all functions.
- Support all media platforms and has capabilities to cater to Open Messaging as well.
- Great Apps/plugins Appfoundry Marketplace.
- Appfoundry Marketplace has a great scope of expansion.
- Workforce Management can be further optimized.
- Genesys Cloud CX availability/reach can be expanded to every country.
- Reporting Solution has a scope for further expansion and improvement.
February 04, 2022
the Big Genesys Cloud
we use it integrated with Salesforce to allow us to route all interactions to the correct agents within the contact center. We use all aspects of WFM functionality as well to allow us to ensure we are appropriately staffed to meet the demand from our customers. The integration with Salesforce allows us to have a full 360 view of the customer.
- Integration with other systems
- all applications for admin in one place
- user friendly interface
- WFM - no holiday accrual functionality
- better text to voice
February 03, 2022
New Genesys Cloud User, Migrating from Genesys On-Prem
We are brand new users to Genesys Cloud, moving from On-Prem. Needed much more channel, QA, WFM, and reporting functionality to run our service and sales call center program. While our program may be small than many, we still need the tools to constantly measure and improve Csat, Dsat, QA, FCR/netFCR, $/unit, etc.
- Quality management
- Workforce management
- Reporting, analytics, and dashboards
- Ability to easily and cost-effectively INCLUDE on-Prem Genesys data vs costing a fortune to hire a 3rd party to integrate data between one Genesys tool and another.
- When we were working thru the training, often the 3rd party trainers didn't know the 'why', the Genesys product failed to include what is often basic functionality. Not knowing the why is frustrating.
February 03, 2022
Nothing Cloudy here!!!! Pure sunshine
Score 10 out of 10
Vetted Review
Verified User
We are using the platform in our call centre for inbound and outbound blended campaigns. In our Corporate Insurance Department, Marketing, Finance and HR departments in a conventional PBX type format. We have remote workers post COVID and have three sites and 5 Brands supported by our Genesys Cloud Org. We have now incorporated the Chat, SMS and Email into the platform unifying our communications across the business and we will be adding Whatsapp and Bots this year. It provides us more stability than we were used to with our previous communications provider. Since we built and started using the Cloud solution going "Live" at the begining of 2018 we have been impressed with the rapid addition of new features and benefits that have appeared at a remarkable pace. We have tried and tested third party integrations for FREE and have several in operation which add to the features embedded in Genesys Cloud and have enjoyed the call transcription added for FREE under the Genesys Cloud 3 licencing we purchase. Overall, we find that the fit and development of Genesys Cloud fits perfectly with the direction of our business and provides us with everything we require.
- The constant development and release of new features really have us enthused about how the system will grow to meet our changing needs
- Scaleable and flexibility to move from Office to remote working
- Stock MIS reports are expanded by the addition of views which are customisable and schedulable
- Community Forums, Developer centre and GCAP are really good for "go-to" solutions to occasional issues encountered
- The Telecoms Platform is extremely stable - which is so important for our business
- Growing number of third-party vendors providing additional functionality
- Ease of Use for supervisors and staff
- Genesys Cloud App and Browser options
- Voice Transcription included for free on the top tier licence
- Easy to compile Dashboards
- Workflow Management
- Workforce Engagement
- Training, Evaluation and Monitoring is a breeze
- First-line support is still slow but remedies are easily obtained using the Communities and knowledgebase removing some of this frustration
- The Ideas management could be refined and improved to be more geared towards the users priorities for the release of new features
January 19, 2022
Review of Genesys from EndUser View
We use Genesys as our phone system for both internal and external clients. This product is very useful because we used an app in the past so we were at the mercy of the app being up and running at all times.
- Website Interface (used anywhere)
- No waiting for software updates
- Interface is user friendly and easy to set up
- Resource guide needs to be more user friendly
- More walkthrough videos
January 12, 2022
Genesys Cloud CX Review
Our customers have big concerns about upgrading the on-premise solutions they use. When the pandemic started they wanted to move their agents to work from home, but there were a lot of limitations with their existing platform. Therefore, we proposed Genesys Cloud CX, which addressed their main points. Additionally, the flexibility of self-service integrations and social media integrations added extra value to the end-users to contact agents.
- Self-service
- Social media integrations
- Quick set-up and flexibility
- Less effort to maintain
- Improvement of outbound dialing capabilities is required
- Dashboard and wallboard enhancements
- Add more telephony routing capabilities
We use Genesys Cloud CX in all of our contact centers for voice, email, SMS, and chat. We also route cases and emails from Salesforce through Genesys Cloud which allows us so we can still use workforce management. We use GC in over 26 countries and currently have two separate instances. Genesys Cloud CX provides our customers, doctors, suppliers, and patients with multiple ways in which to reach us.
- Ability to manage queue membership and activate agents in times of heavy volume.
- Ability to run a contact center with a staff that is 100% remote.
- Easy to configure routes, flows, and schedules.
- User management is difficult with no reports available for 'last login' or status (for example).
- Would love the ability to query for information without needing to know API.
- Support needs improvement.
December 09, 2021
Visionary features and immediate results without a lot of investment
Genesys Cloud CX is our primary contact center platform. We utilize it for multiple contact channels for both routed interactions and direct-dial capabilities. It meets our needs for affordable, reliable, innovative, and cloud-based infrastructure that will enable unique customer experiences. We also utilize features such as campaigns, quality management, and workforce engagement.
- Ideal for organizations with a distributed workforce because it is highly reliable and puts very little strain on network resources or user devices.
- It takes very little training before someone can figure out how to use Genesys Cloud CX. The interface is intuitive. You'll spend more time on your own business process than you will on technology.
- Call quality is outstanding with an extremely flexible audio codec.
- Genesys has a clear, compelling vision for this product and the industries they support. They have rock-solid engineering practices and product management practices that let them introduce regular updates and innovations without compromising reliability, ease-of-use, or security.
- Navigating the professional services offerings can be difficult. Thankfully, you are unlikely to need professional services and there are partners available.
December 06, 2021
Quick Review of Genesys PureCloud for Higher Education Recruitment
Score 7 out of 10
Vetted Review
Verified User
We use Genesys PureCloud for our recruitment outreach. We call hundreds of students every day and we leverage the product to place our calls and allow our staff to not need to manually dial these students. Additionally, we use the product for our inbound calling and chatting for our office.
- Tracking
- Call Recording
- Outbound Dialing
- Reporting
- User Experience
- API/ Lead importing
December 06, 2021
Genesys Cloud CX Review
This is a great software that helps me to get in contact with my clients to help them get their debt with the IRS resolved as well as help them with back on track on their tax filings. This software has really good sound quality and with a lot of features to be able to transfer live calls to different departments in an efficient way without disconnection and keep clients happy with our service.
- Transfer calls.
- Quality sound and connection.
- International calls.
- Lots of features like voicemail and caller ID.
- Video calls.
- 3 way calls.
- Conference calls.
December 06, 2021
Performance, Reliability and Availability
Genesys Cloud CX has allowed me to streamline communication with all areas of the organization, suppliers, and clients. A viable, efficient, and friendly application the interaction with the user is a unique experience. the possibility of having control and making the communication process more efficient allows you to make all day-to-day activities more efficient.
- Communication with internal areas of the organization.
- Efficient internal and external communication process.
- Reduces time and allows you to organize your day-to-day tasks.
- The customer service area allows us to streamline the communication process with our customers.
- Internal areas allow to optimize the process and the organization activities.
- Manage response times as well as improve the schedule of activities.
Genesys Cloud CX is used to call leads and loyal partners. This is a softphone that makes your everyday calling easier and better. you also have the option to receive a voicemail whenever you are out of the office so easy to check information or update accounts if there is an urgent request, This made your time more efficient to continue with another business process.
- Genesys Cloud CX Allows you to call and receive a call. I like this tool as it also has a Voicemail box wherein you can check leads and partners' urgent requests.
- Genesys Cloud CX Gives you more options by easily ticking the box to customize your setup, sample setup is like turning on notification, queuing before dial, and a lot more. You can also test your mic, connectivity, and throughput.
- What I really love about Genesys Cloud CX is that your recordings and every transaction you have are very personalized and confidential as you have your own logins that you need to sign in before creating any activity.
- Genesys Cloud CX is a whole package tool for me. However when adding some notes when you accidentally press enter there's no way you can edit that on the same page. You need to click the arrow right to view another salesforce page to edit the call notes as well as the disposition code.
- Genesys Cloud CX is a good tool for calling leads and partners however sometimes there is a Genesys error and they will not hear you on the other line. You need to end the call Logout then log in that's the time you can call back.
- Genesys Cloud CX sometimes fails to record the call but that is very minimal, Maybe it's because of the internet connection but overall, all functions are good.
November 29, 2021
Genesys Cloud Review
Score 9 out of 10
Vetted Review
Verified User
We currently use Genesys Cloud CX in an operation with more than 700 contact center agents, performing customer service with the omnichannel solution in voice, chat, email, and WhatsApp media. Genesys Cloud CX provided the unification of services in a single service platform, unifying the management of agents and KPIs.
- Omnichannel solution.
- IVR Solution.
- Agent management.
- Reports.
- Satisfaction survey for chat and voice.
- Technical support.
- Performance statistics and dashboards for outbound dialer.
November 13, 2021
Genesys Cloud - Experience
Score 7 out of 10
Vetted Review
Verified User
It is used throughout the organization, our contact center is all on Genesys Cloud CX.
- Campaign control.
- Easy development.
- Wide variety of APIs.
- Remove some limits - Data Tables, Flow Outcomes.
- Creating folder architecture in architect to flows.
- Creating a folder architecture to prompts.