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.
Great for UCaaS and CCaaS in one
Seamless migration, simple to use.
Close your sales calls effectively
Genesys Cloud CX met or exceed expectations.
Genesys Cloud CX Review
Genesys Cloud CX Review
Seamless call routing, with constant updates with Genesys Cloud CX.
Kore.ai integrated to Genesys for a powerful product.
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
How Genesys Cloud CX Differs From Its Competitors
CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
Migration Experience
Migration Experience
CX Automation Performance
Migration Experience
Migration Experience
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
CX Automation Performance
Migration Experience
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
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
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
Pricing
Genesys Cloud CX 1 - Voice
$75
Genesys Cloud CX 2 - Digital
$95
Genesys Cloud CX 2 - Digital + Voice
$115
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $75 per month
Product Demos
Get to know Genesys Cloud
Genesys Cloud Guided Tour
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 7.9Agent dashboard(367) Ratings
Enables agents to track and view their individual and team performance.
- 7.9Validate callers(320) Ratings
Authenticates inbound callers with a customer ID.
- 7.7Outbound response(285) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.3Call forwarding(309) Ratings
Forwarding of calls to the appropriate agents.
- 8.4Click-to-call (CTC)(247) Ratings
Allows one-click calling for agents.
- 8.5Warm transfer(354) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.8Predictive dialing(210) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(301) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.2REST APIs(253) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.3Call scripts(282) Ratings
Providing agents with a predefined conversation script.
- 8.5Call tracking(345) Ratings
Enables agents and managers to see the origin of the call.
- 8.3Multichannel integration(277) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 7.8CRM software integration(267) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8.5Inbound call routing(341) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.1Omnichannel inbound routing(259) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.5Recording(346) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8Quality management(316) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.9Call analytics(327) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 7.6Historical reporting(340) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 7.8Live reporting(335) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.6Customer surveys(200) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.6Customer interaction analytics(242) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Genesys Cloud CX?
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
Comparisons
Compare with
Reviews and Ratings
(677)Attribute Ratings
- 7.2Likelihood to Renew37 ratings
- 8.3Availability6 ratings
- 8Performance6 ratings
- 9.1Usability68 ratings
- 7.1Support Rating97 ratings
- 7.6Online Training10 ratings
- 7.7In-Person Training4 ratings
- 8.2Implementation Rating18 ratings
- 8.2Configurability5 ratings
- 8.3Product Scalability6 ratings
- 5.2Ease of integration7 ratings
- 8.4Vendor pre-sale7 ratings
- 8.4Vendor post-sale7 ratings
- 7.6Professional Services10 ratings
- 7.6Contract Terms and Pricing Model13 ratings
Reviews
(1-25 of 230)Growing Solution that Solves all OCS needs.
- Simple Interface
- Reliable service
- Ever expanding feature catalogue
- Useful help function
- Quality of service
- Publicly accessible training
- More robust auditing
Great for UCaaS and CCaaS in one
- Call quality
- user friendly
- AI integration
- Public company contacts
- third party integrations
- support
Close your sales calls effectively
- Seamless connection
- Clear audio
- Easy UI
- Easy creation of contacts
- Although there is a leaderboard, the calls me and my teammates have made doesn't show up
- I have seen sometimes the calls do not get disconnected even after hanging up, for which I have to reopen the app
- Not sure why i wasn't able to use the app on mobile, access was denied everytime, that would have helped me much better, rather than using it on the laptop everytime
But i would say same cannot be said for reps handling their home market, as making calls by a normal phone would be much easier.
Genesys Cloud CX met or exceed expectations.
- Instant Messaging between individuals team members.
- Instant Messaging between groups of team members.
- Multiple communication channels to choose from.
- Notifications for IM's could be more noticeable.
Genesys Cloud CX Review
- This product has particularly good integration between the bot and the IT system of our customers. It's much easier with code than the other products to connect our example solution to it, and our customers to be able to provide personalized journals for the users. Implementing bots and AI is also very easy.
- Genesys Cloud CX can probably improve the support of other languages than English. We still need to wait for a little time. Some features are available in French. They can be improved in analytics. It's still sometimes quite difficult to get the Pro Analytics.
Genesys Cloud CX Review
- Architect, which is a Genesys flow designing tool. A lot of the architect flows could be done with a lot of ease compared to our Genesys Engage platform. From a design standpoint, we really like that platform and the Genesys admin tool where everything can be done within the Genesys admin tool itself be it workforce management, be it configuring user profiles. A lot of that stuff can be automated. A lot of the integrations could be done much more efficiently by using the App Foundry, things like that. So it's a lot of automation with Genesys Cloud that we never had in Genesys Engage.
- As far as missing functionality or hard to use, I think a better job could be done with the roles and permissions feature of Genesys Cloud CX, even though it's actually much more simplified than Genesys Engage. I think the scope for improvement, because it can get confusing at times as to what roles or permissions could be provided for a particular user or for a particular product that is being used, or so it could get a bit confusing. I think that could be improved.
Genesys Cloud CX Review
- One of the most important things is that the solution has an AppFactory and that many solutions are integrated with Genesys. This means our technician only has to use a single interface.
- There's not much I don't like. I really like the latest features related to the interconnections with Microsoft Teams. We’re also looking forward to a lot of new features coming out around Workforce Management that are going to be very interesting.
Genesys Cloud CX Review
- I'm delighted with the product. I love Genesys Cloud CX and discover new things every day. I think the platform is easy to use. There are a lot of things included—calls are recorded, and I can start a chat or email interaction. I have a lot of things available to me easily without having to add bits and pieces. The Cloud 3CX licence, I think that's what it's called, is what gives us access to do all sorts of things and handle all sorts of interactions.
- I find it very refreshing. This is my seventh month on the Genesys platform. Before, I was on a Cisco platform, but I find Genesys much more seamless. It offers a lot of interesting functions and is much easier for me to manage.
- I'm discovering people and permission, which is quite granular, and there are a lot of things to work on with people and permission, especially as we have two divisions. With divisions, it's important that our roles are very clear. One of the things I discovered was that can't respond for emails or chats is not 'division aware', which means you have to be careful. Then I asked around and saw that a fix was planned for Q4.
- I really like the fact that you can go and ask questions, say: "This option is not division aware" and there's someone at Genesys who says: "Yes, we've already been told about it and we’ve made plans to adjust it." Even if today, I mean, 'people and permission', it's particular, you have to understand that, but as a solution, Genesys is constantly evolving.
- If there are things that I find a little difficult, I can rely on my network, my integrator, and the people at Genesys to provide help quickly, and then also know that soon, someone will be planning to change it or update it or upgrade it.
For call centers, for example, it's perfect. What we did was provide telephones in Teams for people in business and admin. Then, the whole call center team went on Genesys. Obviously, everyone talks to each other via Teams anyway, and there are fewer and fewer phone conversations. Where I think it really stands out is in terms of the call center. It's wonderful, but I don't think it's worth having a license, not a top license for an administrative type user. What's more, over time, we're seeing that fewer and fewer interactions are taking place via calls. Not for the call center, of course. When business comes in, calls go through the call center, so it's vital to have these as voice conversations. But in administration, finance, or accounting, we don't really need to call each other anymore.
Forecasting and Scheduling suggested add on
- schedule view
- gamification
- mobile app
- forecasting
- scheduling
- staffing forecast
- Call routing based on skills.
- Segmented role permissions.
- Easy to learn and understand.
- Speech recognition.
- Transcription.
- Data export.
Genesys Cloud CX does hospitality…
- Ease of finding recorded calls
- Chat features with team members
- At a glance being able to see dashboards and team member statuses
- Pinpoint specific areas to look at such at statuses, hold times, etc.
- Reporting
- Not able to pull multiple months of stats at a time
- Real time sync
- Generating own reports. Allow the user to specify what they want to see on exporting reports
Review.
- Uptime
- Scalability
- Use of new technology (i.e., AI).
- More detailed information on functions available and how they work.
- Perhaps integrate ChatGPT into the Knowledge Network.
- Better support across Genesys teams when issues occur and tickets open.
CX Review.
- Easy to set up.
- Easy to design IVR.
- Easy to provision.
- Including new capabilities to the platform for use.
- Pricing model.
- Ability to have a relationship between multiple CX platforms.
Genesys Cloud is great but needs a little work.
- Speech
- Quality
- IVR function
- Reporting needs help.
- Exporting information.
Excellent product - full end-to-end solution!
- Seamless Upgrades.
- Feature-Rich Contact Centre Solution.
- User-Friendly Experience.
- Email Channel functionality is a little limited at present.
Migration Delays, but excited for the cloud.
- Queue level reporting
- Easier user access management
- Recording the entire interaction end to end. (regardless of transfers)
- Skills based reporting
- Easier HR integrations
Room to grow, promising roadmap.
- APIs - many available, good documentation and tools for placing test calls.
- Re-imagining solutions as opposed to building things like legacy vendors.
- Simple interface, particularly architect, which is simple enough for business users to work with.
- The availability of established integrations in the App Foundry.
- Many features (outcomes/milestones, audiobooks) have limitations that are well below expectations for large enterprises.
- Betas that are available or have been added to the environment should be visible in the admin.
Genesys Cloud changed the way we do contact center.
- Ease of use for end users.
- Supportability
- Ability to create custom solutions.
- Availability of APIs for integration.
- WFM back office.
- Reporting
- Quality Management.
Reviewed and experienced multiple CCaaS Platforms.
- Inbound virtual call routing.
- Skills-based routing.
- Virtual hold callbacks.
- More flexibility for varying user licenses based on business need by dept.
- Monitoring edge devices at the device level for utilization challenges.
Excellent product once the potentially tedious initial conversion from existing infrastructure is completed.
- Helps remove local on-prem support overhead.
- Allows greater flexibility to deploy new features as needed.
- Better functionality for WFM features consistent with existing competitive WFM solutions.
- Built-in Avaya data feed conversion without the need for a third-party tool.
Insuring a good Genesys Cloud CX migration.
- IVR Call Flow Routing.
- Cloud client availability.
- WebRTC soft phone routing.
- Providing assistance for BCR and DR concerns for your product.
- End-user training post-implementation was difficult to pin down.
- Clarifying the difference between upcoming and approved feature updates.
Happy so far!
- Routing options.
- Visibility to agent behavior.
- Ease of integration.
- Canned reports.
- Direct call routing.
- Direct call analytics.
Hotline
- Agent Data
- Call Center Data
- Keep the agents communicating with each other through the genesys chat function since we all work remote
- WFM be more friendly user
Great for contact centres
- Easy to change options and scripts
- One landing page for agents
- Continuous improvement with cloud upgrades
- Sometimes basic functionality is just missing
- Slow to adopt/develop new ideas
- Reporting
Genesys Cloud CX is probably too much for a really small contact centre, or any company that needs hyper customization.
It's great for scalability and for getting features.
Good Value.
- Scalable
- Flexible
- Account Executive.
- CSM
- Professional Services.