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.
Recent Reviews
How Genesys Cloud CX Differs From Its Competitors
Awards
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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
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- 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).
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Reviews and Ratings
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Reviews
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April 11, 2024
Growing Solution that Solves all OCS needs.
Score 10 out of 10
Vetted Review
Verified User
Genesys Cloud CX is our primary platform for omnichannel communications. We utilize it for calling, SMS, Webchat, and Email. Migrating to a cloud product has allowed us to shed our in house infrastructure and embrace the ease of use this platform provides. Genesys is a critical part of our operation that allows our staff of ++3000 to communicate with ease, internally and externally with our many customers.
- Simple Interface
- Reliable service
- Ever expanding feature catalogue
- Useful help function
- Quality of service
- Publicly accessible training
- More robust auditing
April 03, 2024
Great for UCaaS and CCaaS in one
We use Genesys Cloud CX for UCaaS and CCaaS. Their cloud based architecture and soft phone capability, along with advanced reporting, call routing, and training tools make it an ideal platform for an organization of our size
- Call quality
- user friendly
- AI integration
- Public company contacts
- third party integrations
- support
January 12, 2024
Close your sales calls effectively
When I initially started working at [...] we had a calling tool called Avaya, but the calls that we used to make to the international market didn't always connect or they voice was never clear to the receiver. But with introduction of Genesys Cloud CX we were able to make calls better, i used to get connected to customers without any loss of time and being in sales, I feel that is very important.
- 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
January 11, 2024
Genesys Cloud CX met or exceed expectations.
Our organization uses Genesys Cloud CX to stay in continual communication with fellow team members, and to better serve our membership. Fast and efficient communications are key in providing quality service not only to a client base but to co-workers as well, and Genesys Cloud CX allows us to do so.
- 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.
September 29, 2023
Genesys Cloud CX Review
We are using Genesys Cloud CX to close as our main solution for the call centers. We have currently 10 different tenant organizations and one organization is dedicated to one customer except for one organization that is a shared organization. For customers, we use to deliver interactions to the proper team. We handle more or less 10 million interactions per year or about 3,000 agents. We're using Genesys Cloud CX for voice calls, chats, and emails.
- 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.
September 29, 2023
Genesys Cloud CX Review
We have actually been on the engaged platform for several years now, close to 15 years. So one of the things with the Engage platform is we lack the ability to innovate rapidly. With Genesys Cloud, not only did we have an old infrastructure that we needed to migrate over and that needed to be maintained, but we were through actually upgrading our Genesys engage platform, and we migrated to the cloud so that we didn't have to take care of the maintenance of all those servers. We had a lot of cost savings with getting rid of hardware infrastructure by moving to the cloud. That was one of the pain points. Also moving to Genesys Cloud CX actually improved our agent productivity by a lot, so that was one of the key drivers.
- 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.
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.
- 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.
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.
- 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.
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.
- schedule view
- gamification
- mobile app
- forecasting
- scheduling
- staffing forecast
A global common platform for all call centers. Addressed consistency and a way to bring things back in-house for more control.
- Call routing based on skills.
- Segmented role permissions.
- Easy to learn and understand.
- Speech recognition.
- Transcription.
- Data export.
August 01, 2023
Genesys Cloud CX does hospitality…
All incoming calls, reporting, monitoring agents. Stats reports, utilizing to target problem areas
- 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
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.
- 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.
August 01, 2023
CX Review.
We currently use it as a Cyber DR backup platform for our primary contact center.
- 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.
August 01, 2023
Genesys Cloud is great but needs a little work.
It helps connect users with patients.
- Speech
- Quality
- IVR function
- Reporting needs help.
- Exporting information.
July 19, 2023
Excellent product - full end-to-end solution!
Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full cloud solution, to mitigate lengthy upgrades, and to offer a seamless solution end-to-end which with a feature-rich product.
- Seamless Upgrades.
- Feature-Rich Contact Centre Solution.
- User-Friendly Experience.
- Email Channel functionality is a little limited at present.
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.
- Queue level reporting
- Easier user access management
- Recording the entire interaction end to end. (regardless of transfers)
- Skills based reporting
- Easier HR integrations
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.
- 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.
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.
- Ease of use for end users.
- Supportability
- Ability to create custom solutions.
- Availability of APIs for integration.
- WFM back office.
- Reporting
- Quality Management.
June 22, 2023
Reviewed and experienced multiple CCaaS Platforms.
Used for inbound customer services and outbound dialer campaigns related to collections and sales.
- 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.
June 22, 2023
Excellent product once the potentially tedious initial conversion from existing infrastructure is completed.
We are using Genesys Cloud CX as a way to consolidate disparate systems into one centralized solution across a large user base mixed between multiple contact centers.
- 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.
June 22, 2023
Insuring a good Genesys Cloud CX migration.
Currently utilize Genesys Cloud CX for all global contact centers for over 4000 agents and supervisors.
- 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.
June 22, 2023
Happy so far!
We use this for our contact center and retail/ sales locations. Genesys allows us to make changes easily using easily accessible data. It allows us to have business users make decisions and changes without opening a ticket with IT.
- Routing options.
- Visibility to agent behavior.
- Ease of integration.
- Canned reports.
- Direct call routing.
- Direct call analytics.
June 22, 2023
Hotline
We use it as a call center for The Adult Abuse and Neglect Hotline. We have 20 agents that work vary of shifts. We only in bound calls. We would like to use more applications to get to more customers.
- 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
June 22, 2023
Great for contact centres
Genesys Cloud CX is the one-stop shop for a true omni channel experience. We moved to Genesys Cloud CX from Genesys Engage Cloud, and use it for all telephony, chat, and contact centre email needs. We are also robust users of Outbound, finding ways to provide value for use cases other than collections.
- 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
June 21, 2023
Good Value.
Full contact center suite, outbound dialer, WFM, telecom. Addressed the need for a growing user base and need for scalability.
- Scalable
- Flexible
- Account Executive.
- CSM
- Professional Services.