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 Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(677)Attribute Ratings
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
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 10, 2024
Genesys Cloud CX Review
We use the voice, messaging, and email channels as well as chatbot over 4 departments and possibly one more in the near future. Additionally, one department that only uses voice with be adding messaging. We still are in our infancy of utilization, so most of the benefits of Genesys Cloud CX are not in play yet. Though we are working towards beginning customer sentiment and other AI capabilities.
- Dashboard reporting is great for our managers to see where their agents are at
- Supervisors can change and update agent queues and skills easily without CTI intervention
- It either needs more focus on the abilities for the Salesforce embedded client, or they need to stop advertising the ability. All the new functions come out for the stand alone site, leaving the customers that integrated stranded with nothing. This conference opened my eyes to the capabilities of Genesys Cloud CX, but how almost none of it is for the agents integrated with Salesforce.
December 18, 2023
Seamless call routing, with constant updates with Genesys Cloud CX.
In the organization we have this excellent and robust routing tool in all commercial areas, in terms of the most suitable choice of agents, for a secure call, providing the best service to each customer. Among other things, Genesys helps us in obtaining profits with the sale of the company's products, through different communication channels, among which are: emails, chat, social networks. It is easy to install and its execution is very simple.
- Excellent router for communication.
- It is compatible with different platforms, making everything easier.
- Intuitive and consolidated platform architect.
- Ability to notify eventualities.
- Nothing has failed us since we have been using this generous tool, so all customers remain satisfied, and therefore dividends are increasing day by day. Genesys Cloud CX keeps complex routing simple, fast and very easy.
September 29, 2023
Genesys Cloud CX Review
We have two teams that use Genesys Cloud CX. We have our contact center, so they manage our inbound calls from our customers, and we've got our ICT service desk and they're managing calls from our internal staff.
- One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
- We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
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'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.
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.
- There are just a billion things you can do with it. We're still in the process of trying to calibrate it and get all the different bells and whistles out of it, but I think for us, the big thing that has been a game changer is the automated voicemails and being able to utilize that tool. We're just able to do way more when we're outbound calling than we used to when we were leaving a voicemail message every two out of three messages, two or three calls.
- That's tough. I feel like the hardest thing for us so far is it's just such a wide range of things you can do with it that we're still trying to wrap our arms around "How are we going to do this next thing? How are we going to implement these five things?" It just takes a lot of time for us to be able to integrate it, understand what we're doing, scope it all out, build it the right way, and then get the team to start using it in a way that makes sense for them. Get some feedback from them and tweak it a little bit. It's not out of the box and flip it on.
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
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
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.
- Updated often
- Call monitoring
- Performance
- WFM
- Scheduling updates
- Forecast
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.
June 22, 2023
Go Genesys PureCloud!
We use it as our phone system/IVR plus QA and WFM tool.
- Data and analytics
- Forecasting and scheduling
- Constant advancements
- Further detail in WFM. Specifically in scheduling and forecasting
- Flexibility in managing time off
- Advanced real time monitoring with statuses
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.
- Flexibility
- It simplified call routing.
- Single solution.
- WFM, specifically on the WEM side.
- Transcription.
- Agent assistance.
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.
- Outbound Campaigns.
- Web messenger.
- Architect flows.
- Contact lists for campaigns.
- External contacts.
June 22, 2023
Genesys Cloud CX Review.
We use Genesys Cloud to interact with and support our customers through voice, email, and messaging channels. We use WEM, reporting, and analytics, to forecast staffing needs, identify areas for improvement, and adjust business workflows. We implemented a chatbot to support self-service. In the future, we will be enabling SMS interactions, Predictive Engagement, Predictive Routing, and gamification.
- Customer journey and analytics.
- Ability to scale with the business.
- Enables supervisors with the tools they need to manage their team without contacting a Genesys admin.
- The Salesforce embedded client lacks the features and tools available on the agent desktop.
- Unable to strip skills on transfer.
- Ability to customize the messaging widget and end a message from both the agent and customer side.
June 22, 2023
Genesys Cloud CX.
We implemented Genesys Cloud to replace our Cisco solution. We needed a solution that was innovative, flexible, and could be stood up quickly. Genesys Cloud CX provides our clients with the features, security, and reliability we need to be successful.
- Scalability
- WEM
- Tiered pricing.
- Reporting
June 22, 2023
My experience so far...
We use GenCloud for all of our internal contact centers, that range anywhere from the company helpdesk to the travel department, HR, newspapers, and operators. Some of the business problems we have revolve around measuring metrics correctly for each group individually. Every group we work with needs to operate differently from any other group, so there is always new work that needs to be done in order to adjust for each group and their needs. GenCloud allows us to be very flexible in measuring analytics for each group, as well as easily tying into other applications to deliver the metrics with ease.
- Building out the flows in an architect is easy and, more importantly, easy to learn.
- Provides flexible analytics out of the box. If you need to measure some custom values then it is easily done using the tools inside of Architect. Viewing the data and scheduling reports run frequently are intuitive.
- Easy to set up multiple channels for interactions to flow through.
- Call routing to agents I think needs to be tightened up in that the back-end calculations are not very clear, and sometimes the agents will not get the calls in the order that they need to.
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
Loud and proud to have Genesys Cloud CX
Genesys Cloud CX is our primary contact center platform, globally. We are still in the process of migrating internationally, but North America fully uses Genesys Cloud CX. It solutions speed-to-answer, versatility, and keeping up with the ever-changing experience economy. My department utilizes all interaction types, gamification, and I am looking forward to exploring bots and the knowledge base.
- Access to data
- Easy UI
- Broad functionality
- The out-of-box reports are lacking. I would like to see more graphical historical reporting.
- The gamification function is great, but still new. There needs to be more customization.
- I would like Genesys Cloud CX to tell me/show me areas our queues or workgroups can improve. What is the health of my queues without me having to look for or interpret.
We used Genesys as our primary Inbound engagement channel for our voice and digital presence as well as our outbound collection efforts; by unifying all channels in a platform, we were able to reduce our overall staff without impacting customer experience, in addition, we utilized their Bot service to do Voice containment in our inbound flows.
- Easy to create Inbound, outbound, and Bot flows.
- Easy integration with CRMs.
- Easy to use UI for management.
- Transfer knowledge from one bot to another.
- Handling different dialing modes with the same pool of agents.
June 21, 2023
Amazing!
We support our clients in diving deep into business problems and understanding why customers call and how to increase self-service with data-driven decisions.
- Demos
- Show cases.
- Conferences
- Support
- Cognitive Services.
- Multilanguages
June 21, 2023
Best CCaaS out today.
We needed a CcaaS that could be Omni channel, support 26+ languages, and manage the workforce along with it. This needed to be for individuals around the world and with varying levels of technical abilities.
- Omni Channel.
- Workforce Management.
- Reporting
- Additional Social Chats.
- WebRTC on the client site.
- Social Chat transfers.
June 21, 2023
Gen Cloud review.
Our Team supports several inward-facing contact center centers with voice and chat.
- Integrates the agent's ability to handle voice and chat conversations/interactions.
- Dashboards.
- Reporting
- This is on the roadmap, but we would like to see the integration of schedulable training modules for agents.
- Any of the mature Pure Connect features.
June 21, 2023
Genesys lives up to the hype!
Its our telephony platform. We use it for self serve and assisting our customers.
- Ease of use.
- Options to add things like App Foundry.
- Lots of ideas are yet to come.
- Announcement of software enhancements or removal of items.
- Better reporting.