A cloud solution that doesn't rain on your parade
We use Genesys Cloud across all our customer-facing departments. It enables these departments to collaborate easily, especially while …
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.
Recent Reviews
How Genesys Cloud CX Differs From Its Competitors
Awards
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Popular Features
- Warm transfer (361)8.585%
- Recording (351)8.585%
- Call tracking (351)8.585%
- Agent dashboard (374)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
(689)Attribute Ratings
Reviews
(26-50 of 415)Companies can't remove reviews or game the system. Here's why
September 29, 2023
Genesys Cloud CX Review
I use the solution very often to give demonstrations to my customers. I use the voicebot functions and video support. With the solution, we can solve a lot of our customers' problems with better, more responsive support.
September 29, 2023
Genesys Cloud CX Review
We have a customer contact center based in Canada and around the world. Our goal is to move from a support service to an experience service, to provide an exceptional experience for the customer. Genesys technology helps us to draw more insights from customer interactions so the agent has information that can help them advise the customer better.
September 29, 2023
Genesys Cloud CX Review
I'm in charge of managing the Genesys Cloud. That means I support the call center entities. We have two separate call centers, so we use the division function. In Genesys Cloud CX, we have several IVRs, DADs, and different call treatments, and around 350 agents. Everything is called support. I'm in IT, I'm not on the business side, but I form the link between business requests and IT support to manage requests, regular changes, modifications, and adjustments, basically making sure we do everything to their liking on the IT side.
September 29, 2023
Genesys Cloud CX Review
We use the product to reach potential customers. We're essentially prospecting for people who would use our product. We pull the data straight from our CRM database and we queue that up for the day, and we'll set it up for predictive dialing with automated voicemail messages so the sales reps can focus on having conversations with people that answer the phone. We can also leave a specific message when we do a voicemail message. That's how we have initial contact with our customers as we get them into our pipeline. I also use it as just my day-to-day phone. So if I'm calling outbound to talk to a customer or even a potential employee, that's the phone I use to just make my annual dials from.
August 18, 2023
Forecasting and Scheduling suggested add on
Workforce Management Management unit -no limit - since we need to make configuration on multiple teams and this is in relation to the location labour practice. if we are based on multiple location then we have to configure each in relation to the common labour practice and it is not the same for each. Forecasting -volume view in decimal it not appropriate because we do not staff Queues partially. And i assume that the tool schedules an FTE even the value is in decimal. -adjustment of forecast should not have a limit and re-forecasting can done at anytime without changing the schedules. -No staffing forecast, we won't be able to see or simulate staffing requirement if the view is only at the end point where you have done your volume forecast and scheduling. it does not make sense to repeat this over and over to view your staffing requirement and SLA Forecast. -Import Volume Forecast - this feature should be available to ease the adjustments instead of having a limited lines you can edit. Scheduling -schedule creation and intraday schedule optimization, this will be helpful to manage breaks and meals. and if possible to set the over under threshold where breaks and meals can be placed. Also the number of overlapping breaks and meals. -Workplans should not have limits. this will be dynamic to react on situations where we have less staffing specially if we make schedule and break/meal optimization to suggest the best possible schedule and placement of meal and breaks. -collecting activity data where in our case the offline is productive eg. outbound, emails. so that we can predict how much of this time can be offset as a deferred work to account in scheduling regardless if the email system is in pure cloud or not.
August 03, 2023
Tool for growth
Contact Center solutions. Connecting us to our customers efficiently. 90+ Genesys Cloud CX orgs.
A global common platform for all call centers. Addressed consistency and a way to bring things back in-house for more control.
August 01, 2023
Genesys Cloud CX does hospitality…
All incoming calls, reporting, monitoring agents. Stats reports, utilizing to target problem areas
August 01, 2023
Review.
Use it for all voice and digital interactions, used across the enterprise and now smaller agency offices across the country. Slowly integrating through the use of API with other systems (i.e., ServiceNow, Salesforce), which helps to have all information in one place for reps.
August 01, 2023
Genesys Cloud CX review
Contact center supports In-N-Out d/outbound calls. Chats, emails and text message. Helps tie a metric to each agent and helps keep track of at home staff.
August 01, 2023
CX Review.
We currently use it as a Cyber DR backup platform for our primary contact center.
August 01, 2023
Genesys Cloud is great but needs a little work.
It helps connect users with patients.
I incorporate call details, quality evaluations, scheduling, and presence details to provide a broader picture of how our member service phone agents are performing. Our organization is still working to improve integration among the various lines of business and functional areas. We had an admittedly rough start with Genesys Cloud CX, but we see the potential and have been working to improve our experience. We will be using Genesys Cloud CX to make connections that had been unavailable to us in the past, such as identifying the impact queue backlogs have on agent performance.
June 22, 2023
Migration Delays, but excited for the cloud.
We are transitioning our on prem telephony to Genesys Cloud CX. We are attempting to transition to a cloud based contact center model for multiple reasons i.e. easier integrations with other services, less overhead, improved self service etc. We've currently onboarded several contact centers and built some self service experience, which still need to go to production.
June 22, 2023
Go Genesys PureCloud!
We use it as our phone system/IVR plus QA and WFM tool.
We are in the process of deploying Voice. We have struggled to implement WEM as capabilities are not up to par with existing tech. We have also considered IVR and chat as well.
June 22, 2023
N/A
At the moment, we are only using the voice functionality and analytics. We have an excellent level of insight into the productivity of agents and that aspect of the customer experience. This year we have plans to really start leveraging the platform by utilizing AI, chatbot implementation with our knowledge base, and PCI payment processing.
June 22, 2023
Room to grow, promising roadmap.
I run our Innovation Lab, where we explore our unique use cases, emerging technologies, and integrations with homegrown solutions.
June 22, 2023
#GenesysPerforma.
My business division uses multiple contracts in multiple states and counties.
June 22, 2023
On the journey with Genesys.
I am working in the WFM, Call Recording, and Journey. Genesys is one of the tools we are deploying, especially the more WFM matures.
June 22, 2023
CX Review
Genesys Cloud CX supports the voice component of our call centers globally. We are in the implementation phase with bots and live chat functionality at this time. We white-label service multiple clients and a variety of asset classes over multiple CRMs. We are able to apply Genesys as the global contact center platform to support all agents.
June 22, 2023
Awesome product.
We use Genesys Cloud to support multiple media type volumes for multiple brands working with our organization. We also provide our services to another company by creating a separate division for them and building their call flows, and handling some of their volume and outbound campaigns. We are also experimenting with AI and bots now.
June 22, 2023
Genesys Cloud changed the way we do contact center.
We were moving out of our data centers and needed a cloud solution that met the requirement needs of 20+ different contact center solutions we were using and provided ease of use to our Business. Genesys Cloud allowed us to do a POC to prove the platform and not only did it meet our needs but it exceeded our expectations. Genesys has also been an amazing Partner that listens and is continuing to enhance the platform that we love, which brings out the company's great value.
June 22, 2023
Reviewed and experienced multiple CCaaS Platforms.
Used for inbound customer services and outbound dialer campaigns related to collections and sales.
We use Genesys Cloud CX to route all our inbound calls/emails. The business problems we look to solve involve customer issues with our products as well as customer questions regarding our products. We must answer questions and issues quickly while maintaining high quality. Genesys helps us do this with its robust WFM and Quality tools. Genesys has no downtime issues, so we are always available to service our customers.