CX Automation Performance
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Starting at $75 per month (billed annually) per user
View Pricing Overview
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.
Learn from top reviewers
Genesys Cloud CX Search - Enterprise Movida
I am a daily user of Genesys Cloud CX I manage our operations through it.It has greatly improved our customer experience, but it could be even better if Support were faster.On...
Henrique de Jesus Pedroso
Manager - Information Technology
Coordenador de Sistemas
Movida Locação de Carros
3 years of experienceVerified on LinkedIn
appropriate use
We use Genesys Cloud CX as a versatile contact center tool that allows us to address various operational needs, such as:
Appointment confirmations
Database sweeps for the co...
Exploring the Stability and Efficiency of Genesys Cloud Support
We use Genesys Cloud CX as our main (and unique) contact center solution for dealing with voice calls, both inbound and outbound. Genesys Cloud CX handles our Interactive Voic...
Victor Circelli
Engineer - Information Technology
Telecom Administrator
Didi Chuxing / 99
3 years of experienceOptimizing Intelligence
Genesys Cloud CX is primarily used in our Contact Center, Customer Service, and collections and other smallers lines of business leveraging inbound, outbound campaign callback...
Stamatios Papadatos
Executive - Information Technology
SVP contact center technology
M&T Bank
4 years of experienceGreat CCAAS solution that works great
Genesys Cloud CX is used as the primary contact center solution for call routing and self service. Also used for monitoring throughout the day and also as WFM and reporting so...
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How Genesys Cloud CX Differs From Its Competitors
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Video Reviews
12 videos
[FRENCH] How Operational Efficiency Makes Use | Genesys Cloud CX Review
06:38
[FRENCH] Improving Customer Contact and Communications | Genesys Cloud CX Review
11:08
[FRENCH] Director of Innovation Gets Candid | Genesys Cloud CX Review
03:47
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
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www.genesys.com
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www.genesys.com
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Product Details
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- Tech Details
- FAQs
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.
Reviewers rate Warm transfer and Recording highest, with a score of 9.
The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
Comparisons
Compare with
Reviews From Top Reviewers
(1-5 of 451)
PureCloud / Genesys Cloud / Genesys Cloud CX - 3 names - 1 really good product!
Rating: 8 out of 10
December 10, 2021
BW
Vetted Review
Verified User
3 years of experience
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.
Cons
- 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.
Genesys Cloud Review
Rating: 10 out of 10
May 21, 2020
Vetted Review
Verified User
4 years of experience
We use Genesys Cloud to enable us to operate our contact center. We have integrated Genesys Cloud with our customer relationship management (CRM) system to enable us to operate and assist our clients seamlessly. We have a large number of calls incoming and outgoing to clients to help us sell our products and services.
- Integration to other systems
- Call flow design
- Adding new agents
Cons
- Better outbound campaign management
- More dashboards
- Better reporting
Genesys Cloud Review
Rating: 8 out of 10
March 15, 2023
Vetted Review
Verified User
3 years of experience
It's been used for contact Center transformation to a more digital environment.
It is allowing us to include digital channels combined with the traditional voice channel within an unique queue and with a single reporting and operation environment.
Genesys Cloud is also creating new opportunities for business areas regarding IA based multichannel bots.
BYOC Cloud option is also letting us to reduce the time to market.
It is allowing us to include digital channels combined with the traditional voice channel within an unique queue and with a single reporting and operation environment.
Genesys Cloud is also creating new opportunities for business areas regarding IA based multichannel bots.
BYOC Cloud option is also letting us to reduce the time to market.
- VoIP
- Chat
- SFDC integration
- BYOC Cloud model
Cons
- Outbound dialing
- Data analytics
- SIP integration support for carrier connectivity
Genesys Cloud delivers
Rating: 10 out of 10
May 12, 2021
Vetted Review
Verified User
2 years of experience
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.
Cons
- More ringtones needed: Only one provided and it gets very irritating when in an office.
- Email interactions function needs refining.
Genesys Cloud Review
Rating: 9 out of 10
November 29, 2021
Vetted Review
Verified User
2 years of experience
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.
Cons
- Reports.
- Satisfaction survey for chat and voice.
- Technical support.
- Performance statistics and dashboards for outbound dialer.