Growing Solution that Solves all OCS needs.
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 (353)8.585%
- Recording (345)8.585%
- Call tracking (344)8.585%
- Agent dashboard (366)7.979%
Reviewer Pros & Cons
Video Reviews
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Genesys Cloud CX Review | Sales Manager's Experience
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Senior Application Developer's Honest Thoughts | Genesys Cloud CX Review
07:32
Genesys Cloud CX | Providing Quality Client Care
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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
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- 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).
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Reviews and Ratings
(675)Attribute Ratings
Reviews
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October 12, 2021
Genesys Cloud CX good CC software platform
Genesys Cloud CX is the contact center platform used in all customer service operations. We operate at a multi-channel level with centers all around the globe. My team handles the daily tech Genesys Cloud CX management including flows, 3rd parties integration, and reporting.
- Easy to manage.
- Intuitive.
- Cloud.
- API call limitation.
- Soft phone development.
- Email channel.
October 12, 2021
Superb UI makes adoption a breeze
We adopted Genesys primary for our Call Center, however, the whole company uses it. Our previous self-hosted Avaya phone system was clunky and unreliable, especially when our agents went full-time remote. We wanted to jump to the bleeding edge of Call Center solutions, and Genesys stood out from the competition.
- Browser-based (no need to install/update apps).
- Simple and intuitive UI for agents.
- Outstanding admin interface makes it easy to build call flows.
- The reporting could be more robust and customizable.
- The mobile app sometimes forgets your credentials.
- User groups cannot receive inbound faxes. Only individual users can.
September 29, 2021
Genesys Cloud, the contact center of the future!
Genesys Cloud (formerly PureCloud) is being used across the whole organization and it does the perfect job. We don't have business problems but sometimes our customers ask for business reports based on their business values and Genesys will implement this feature in the future. We are happy to use Genesys Cloud (formerly PureCloud)!
- It has the best user interface
- Fast and easy deployment
- Open platform for fast integrations
- End-to-end omnichannel management
- You can clear campaigns from API but it should be a button for supervisors
- Supporting arrays and tables on agent scripting could be a good improvement
September 01, 2021
Perfect solution for fast in the cloud deployment
Score 9 out of 10
Vetted Review
Verified User
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.
August 10, 2021
The Genesys team is worth investing time in
Genesys Cloud CX 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.
- The initial build and set up by the 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.
July 29, 2021
Genesys Cloud reports boom
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
June 12, 2021
Multi country deployment
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 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.
[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 (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
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.
May 17, 2021
Enabled our staff to work from anywhere
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
May 12, 2021
Genesys Cloud delivers
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.
May 11, 2021
Contact center in a cloud box
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
Score 8 out of 10
Vetted Review
Verified User
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
April 01, 2021
Genesys Cloud - Easy, reliable solution
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.
It is being used as a cloud based phone system which gives our users the ability to receive calls from anywhere. It is being used throughout our company. It addresses reporting as well as the ability to work from anywhere. During the country's lockdown, all staff were able to perform their duties at home with ease by using the system. We were able to timely make and respond to calls.
- Ease of use.
- Ability to work from anywhere.
- Reporting on calls received.
- Ability to have multiple queues.
- You can see peoples status easily.
- We can see which of our customers are calling.
- Has the ability to show your customer journey.
- Their email functionality is very basic.
March 10, 2021
Easy, Quick and Intuitive
Genesys Cloud [(formerly PureCloud)] is currently being used by the whole company. It allows us to easily and quickly contact our clients, access voicemails, create reports, and it even helps us interact as a team and as a company. The fact that we have so many employees makes it hard sometimes to know who does what and what department they are in, before Genesys [Cloud (formerly PureCloud)] we would have to ask around but now, communicating with other departments is a breeze.
- Very Intuitive
- Allows for easy, high quality calls with our clients
- Creating tiers for the queue allowing for calls to go to the right people.
- Reporting
- Monitoring Calls
- Whisper Mode
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.
March 06, 2021
Useful and Functional
Quality of the calls are very high and really contribute to the department. Genesys Cloud could be more efficient. Frequently is very slow to download the recordings that the department needs. Sometimes the page likes [to] freeze and we need to restart the page and repeat the process again.
- Visual page.
- Intuitive personalization.
- Easy [to] learn functions.
- Download recordings.
- Pages freeze.
- Error in the recordings.
March 04, 2021
Happy to be connected
Genesys Cloud is used by the entire company. Our company uses the system for both sales calls initially, but then is used for client contact as well as contacting Government Agencies which is actually carrying out the work we do. We are on the phone several hours of the day and it provides the necessary tools for verbal communication.
- Seeing the voicemails and selecting the one I want is extremely helpful.
- The fact that it can work on any computer without additional interface is nice.
- The directory allows for storing additional numbers.
- If there is a hiccup in the connection, I frequently have to refresh Genesys. If not, my headset will not work.
- If the computer screen goes into power saver move (the computer is still running), the audio will drop.
- Transcribed voicemails would be helpful.
Genesys Cloud is a solid one-window combination of all the workforce management needs, such as IP telephony, staff and call performance, MIS and various associated analytical capabilities to analyze & improve performance.
The platform itself is intuitive and easy-to-use. It's relatively simple - even for the rookies in our team - in terms of learning how to navigate & use, with documentation & FAQs readily accessible. Lastly, the connectivity and quality of both incoming & outgoing calls is really good, with none to minimal lags on any conversations. With configuration options also relatively easy to find and adjust, voice recognition features are quite advanced and improve usability.
The platform itself is intuitive and easy-to-use. It's relatively simple - even for the rookies in our team - in terms of learning how to navigate & use, with documentation & FAQs readily accessible. Lastly, the connectivity and quality of both incoming & outgoing calls is really good, with none to minimal lags on any conversations. With configuration options also relatively easy to find and adjust, voice recognition features are quite advanced and improve usability.
- Tabulation of staff performance results.
- Management reports & analytics.
- Automated task management.
- Would welcome more report customization features & options.
- More robust data lineage validation.
- In-the-moment response options (emergency calls vs. chats).
March 03, 2021
Review of Genesys phone system from a daily user
Genesys [Cloud (formerly PureCloud)] is being used throughout the organization for daily calls to clients and State and Federal agencies. It’s used for everything between speaking with clients, taking to the Agencies and being able to have multiple people connected even though they are miles away. Great instrument for any company<br>
- Makes easy checking voicemails
- Great qualify on sound
- Easy use of platform
- The use of the number pad to integrate to the dialer on the call
- Availability of devices being switched without having log out and in afterwards
- Better sound for the receiver of the call
March 03, 2021
Genesys Cloud - Didn't live up to the hype
We use Genesys Cloud for our Contact Center to service inbound/outbound calls and emails. Previously, we used a self hosted PBX and found it was not as extensible as Genesys Cloud was claiming to be. Moving to Genesys Cloud was to help the Call Center better manage interactions from calls and emails.
- Inbound calls.
- Role based access.
- Outbound calls.
- Campaigns.
- Email handling.
- Support.
- Sticking to roadmap.
March 03, 2021
With Genesys Cloud you will build a customer experiences that boost your brand’s reputation.
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.
March 03, 2021
Keep connected with Genesys Clould.
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.