CX Automation Performance
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Starting at $75 per month (billed annually) per user
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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.
Learn from top reviewers
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 experienceGenesys 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
Optimizing 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...
Genesys Cloud CX Assessment
The Genesys Cloud CX platform offers the most modern and advanced solutions for customer-company relationships and, more recently, with the widespread adoption of Artificial I...
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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
Product Demos
Get to know Genesys Cloud
www.genesys.com
Genesys Cloud Guided Tour
www.genesys.com
Features
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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 8.9.
The most common users of Genesys Cloud CX are from Mid-sized Companies (51-1,000 employees).
Comparisons
Compare with
Reviews From Top Reviewers
(1-5 of 163)
Making sense of a complex call center setup
Rating: 9 out of 10
June 01, 2020
Vetted Review
Verified User
1 year of experience
We have moved to Genesys from a more traditional LAN-based phone system called Avaya.
- Bullseye routing
- IVR
- Wrap up codes
Cons
- Limited dashboards.
Genesys lives up to the hype!
Rating: 9 out of 10
June 21, 2023
Vetted Review
Verified User
2 years of experience
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.
Cons
- Announcement of software enhancements or removal of items.
- Better reporting.
PureCloud simplicity
Rating: 9 out of 10
March 21, 2019
RH
Vetted Review
Verified User
1 year of experience
Genesys Cloud is currently being used in a few sites now within Coca Cola European Partners, we were the 2nd Site to go live with Genesys Cloud as our Contact Centre tool. It is used by all departments in our Peterborough office with around 90 users. It enabled us to bring all levels of communication through one platform, we went live with OMNI channel in March 2018. Originally we only dealt with customers via calls & Emails (Via Outlook) but we had no central place to track and forecast work load. Genesys Cloud resolved this and currently we are the only site with Coca Cola that is live with all OMNI channel contact ways.
- All Customer communications are via one platform in terms of calls & emails. This is great for seeing work load peaks & lows.
- Having all of our reps using the same system enables us to better see who is available and when so the transfer of work through the different departments is streamlined.
- The system from both Admin & End user perspective is extremely user friendly with very clear directions on how to navigate Genesys Cloud.
Cons
- The out of the box reporting can some times be a little clunky, not having the ability to custom build reports with specific details in it is a little sad - However the reports are still functional.
- The WFM side of PureCloud is lacking in terms of options available, for a company that is looking to bring all systems into one at present the WFM side is nowhere near some of the off the shelf solutions that are available.
- Call interaction time currently includes the talk time & wrap up time. This SKU's the talk time slightly as a call can last 2 mins and the wrap up time is 12 min, therefore the call interaction time shows as 14mins in total which isn't a true reflection of the physical talk time.
A very honest review of Genesys Cloud CX
Rating: 10 out of 10
June 02, 2022
Vetted Review
5 years of experience
We use Genesys Cloud CX to provide contact center solutions to our clients. We provide consultancy for features like inbound routing, voicemail, call back, outbound campaigns, workforce management, quality management, designing IVR, and creating Digital channels like chats, SMS, emails, and social media. We also help our customer maximize their budget and avoid additional costs by providing the most optimal solutions to their problems and requirements.
- Inbound Routing
- Outbound Campaigns
- Workforce Management
- Friendly IVR configuration
Cons
- Need improvement with wrap up codes
- Out of the box Agent greeting
- End call surveys
Review of Genesys from EndUser View
Rating: 9 out of 10
January 19, 2022
Vetted Review
Verified User
1 year of experience
We use Genesys as our phone system for both internal and external clients. This product is very useful because we used an app in the past so we were at the mercy of the app being up and running at all times.
- Website Interface (used anywhere)
- No waiting for software updates
- Interface is user friendly and easy to set up
Cons
- Resource guide needs to be more user friendly
- More walkthrough videos