Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud)

Customer Verified
Top Rated
About TrustRadius ScoringScore 8.3 out of 100
Top Rated
Genesys Cloud CX (formerly Genesys Cloud)

Overview

Recent Reviews

Great for worldwide orgs

6
May 14, 2022
We currently only use voice, but the great thing about Genesys Cloud CX is that we can grow as a company and continuously improve our …
Verified User
Employee in Research & Development
Consumer Goods Company, 1001-5000 employees
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Genesys Cloud CX Approved by CCX Manager

10
April 12, 2022
Adobe Marketo Engage said it perfectly. Genesys cloud offers flexibility at scale to tackle your company's digital needs. We are in the …
Faith Borst | TrustRadius Reviewer
Faith Borst
Sr. Technical Support Manager, Service Center
Data Recognition Corporation (Education Management, 501-1000 employees)
Read full review

My Genesys Experience

10
March 10, 2022
Genesys Cloud CX is seamlessly integrated into our platform. Thanks to it we have addressed the connection and clarity of our phone …
Verified User
Engineer in Customer Service
Information Technology & Services Company, 5001-10,000 employees
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Excellent product - full end-to-end solution!

9
March 09, 2022
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 …
Verified User
Professional in Information Technology
Marketing & Advertising Company, 1001-5000 employees
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Genesys Makes Our Life Easier!

10
March 08, 2022
We used Genesys daily and I think it is very helpful because it notifies us if we are doing the right thing or if we are on the right …
Verified User
Employee in Customer Service
Hospital & Health Care Company, 10,001+ employees
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End User Feedback and Thoughts.

7
March 08, 2022
I use Cloud CX as an incoming and outgoing call software. It is directly linked to our patient database so I can access files with one …
Verified User
Representative in Customer Service
Hospital & Health Care Company, 51-200 employees
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Reviewer Sentiment

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Negative ()
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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Best of Award, Best Of Feature Set 2021
TrustRadius Award Top Rated 2019

Popular Features

View all 22 features

Recording (222)

9.1
91%

Agent dashboard (238)

9.0
90%

Warm transfer (232)

9.0
90%

Call tracking (231)

8.4
84%

Reviewer Pros & Cons

View all pros & cons
Verified User
Employee in Research & Development
Consumer Goods Company, 1001-5000 employees
Jason Neton | TrustRadius Reviewer
Jason Neton
Vice President, Client Services
MNET, LLC. (Information Technology and Services, 11-50 employees)

Video Reviews

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Pricing

View all pricing

Genesys Cloud CX 1

$75.00

On Premise
Per User Per Month

Genesys Cloud CX 2

$110.00

On Premise
Per User Per Month

Genesys Cloud CX 3

$140.00

On Premise
Per User Per Month

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

Starting price (does not include set up fee)

  • $75 per month

Features Scorecard

Contact Center Software

8.9
89%

Workforce Optimization (WFO)

8.4
84%

Product Details

What is Genesys Cloud CX (formerly Genesys Cloud)?

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 vendor aims to simplify the way you 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 all-in-one application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.

The vendor says their software deploys in days, is intuitive to use, and continually innovates with upgrades each week.

Genesys Cloud CX (formerly Genesys Cloud) 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 (formerly Genesys Cloud) Screenshots

Genesys Cloud directories make it easy to find the right person in your organizationAgents can see the activities in their queue in this easy to use dashboardContact center managers are able to quickly get a view on key metrics in this dashboardCall Center Co-browsing capabilities built-in

Genesys Cloud CX (formerly Genesys Cloud) Video

Genesys Cloud Overview

Genesys Cloud CX (formerly Genesys Cloud) Integrations

Genesys Cloud CX (formerly Genesys Cloud) Competitors

Genesys Cloud CX (formerly Genesys Cloud) Technical Details

Deployment TypesOn-premise
Operating SystemsWindows, Mac
Mobile ApplicationApple iOS, Android

Comparisons

View all alternatives

Frequently Asked Questions

What is Genesys Cloud CX (formerly Genesys Cloud)?

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.

How much does Genesys Cloud CX (formerly Genesys Cloud) cost?

Genesys Cloud CX (formerly Genesys Cloud) starts at $75.

What is Genesys Cloud CX (formerly Genesys Cloud)'s best feature?

Reviewers rate Click-to-call (CTC) highest, with a score of 9.5.

Who uses Genesys Cloud CX (formerly Genesys Cloud)?

The most common users of Genesys Cloud CX (formerly Genesys Cloud) are from Mid-sized Companies (51-1,000 employees) and the Telecommunications industry.

Reviews and Ratings

 (425)

Ratings

Likelihood to Renew (25)

8.7
87%

Usability (60)

9.0
90%

Availability (5)

8.7
87%

Performance (5)

7.2
72%

Support Rating (123)

8.4
84%

In-Person Training (2)

9.1
91%

Online Training (6)

9.0
90%

Implementation Rating (22)

7.9
79%

Contract Terms and Pricing Model (15)

7.7
77%

Product Scalability (4)

8.7
87%

Professional Services (10)

7.6
76%

Reviews

(1-25 of 190)
Popular Filters
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April 23, 2022

Genesys Cloud CX - a true omnichannel platform for the evolution of your business

Jason Neton | TrustRadius Reviewer
Jason Neton
Vice President, Client Services
MNET, LLC. (Information Technology and Services, 11-50 employees)
Score 9 out of 10
Vetted Review
Reseller
Review Source

Alternatives Considered

Genesys Cloud CX is a true multi-tenant cloud architecture, whereas Five9, for instance, is still a hosted product that goes through switchovers. Genesys' architecture is one of the main reasons clients seek it out for robust uptime and features. Genesys has also done an incredible job managing telco services and making it exceedingly easy to manage telephony needs. Also, Genesys has much more robust APIs for integration than the other systems mentioned. It is superior on all levels.
April 12, 2022

Genesys Cloud CX Approved by CCX Manager

Faith Borst | TrustRadius Reviewer
Faith Borst
Sr. Technical Support Manager, Service Center
Data Recognition Corporation (Education Management, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

Genesys' presentation checked all the boxes in our requirements list. The other vendor presentations missed the mark on many different things. Genesys was the only provider that could offer us everything we wanted/ needed in our requirements without costly development fees and custom builds. We interviewed Genesys first, making all of the other solutions look terrible. We wanted to sign with Genesys right away but did our due diligence to find our instincts were correct. The other vendors didn't match up.
March 09, 2022

PureCloud empowers the next generation contact center

Robert Wakefield-Carl | TrustRadius Reviewer
Robert Wakefield-Carl
VP - Contact Center Innovation Architect
Avtex Solutions, LLC (Telecommunications, 501-1000 employees)
Score 10 out of 10
Vetted Review
Reseller
Review Source

Alternatives Considered

Genesys Cloud is the next generation of PureConnect offering one of the only truly all-in-one platforms with a single interface for business users, agents, supervisors, quality managers, and admins. The ease of use of Genesys Cloud surpasses any other cloud-based contact center on the market. Choosing the correct product for your company should be based on these principals and the transparency of the vendor.
March 08, 2022

PureCloud super charged our Contact Center

Henry Svendblad | TrustRadius Reviewer
Henry Svendblad
Chief Technology Officer
Company Nurse LLC (Hospital & Health Care, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

  • Avaya, Five9 Virtual Contact Center, Mitel Applications Suite, NICE CXone (formerly NICE inContact) and MiCloud Connect (formerly ShoreTel)
Genesys Cloud was the only product architected for the cloud from the ground up. Designed with an API first approach and including a comprehensive set of features. The competitors we evaluated relied on other vendors to round out their service offering. We weren’t interested in deploying and integrating 2/3 products Genesys combines everything we needed into one well-designed solution.
March 08, 2022

An excellent and scalable solution for contact centers

Rodrigo Avila | TrustRadius Reviewer
Rodrigo Avila
Analyst
BBVA Argentina S.A. (Banking, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

The variety of resources and the ease of integration with other products was a decisive factor when choosing the tool for our contact center. The ease of expanding resources was also a deciding factor when choosing. Finally, the price per license and the ability to obtain discounts for purchasing a certain quantity of them was a decisive factor that made the difference with others competitors.
February 20, 2022

Multi-platform excellent tool for collaboration

Verified User
Engineer in Information Technology
Insurance Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

Chat and audio collaboration in Genesys Cloud is very easy compared to others. While it also has knowledge management added to it, it surely gives a better experience with desktop, mobile, and mobile app variations.
Unlike Microsoft Teams or Slack, it is very lightweight and consumes very little CPU and battery.
February 08, 2022

A Formidable Array of Tools

Verified User
Administrator in Information Technology
Non-profit Organization Management Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

In a previous role, we utilized NICE inContact for similar purposes. While the reporting capabilities were abundant by comparison, Genesys Cloud (formerly PureCloud) has--in my opinion--surpassing abilities with upcoming technologies, channels, routing, customization, administrator resources, and user-friendliness. I believe Genesys Cloud (formerly PureCloud) is providing more exceptional customer experience overall.
February 05, 2022

Pure Insight. Limited Hindsight. Promising Foresight.

Harley Breth | TrustRadius Reviewer
Harley Breth
Contact Center Manager
Philadelphia Church of God (Religious Institutions, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

Used ContactOnDemand, Angel.com, Genesys Premier, and several other ACD systems. Genesys Cloud empowers each individual agent a great deal, provides robust features for internal communication, efficient-processing of incoming interactions from every channel for team leads, has a comprehensive Resource Center, community and help forums for agents and even admins. We selected Genesys Cloud because it's the future of Genesys, along with the other "Pure" systems—and we have positive experience with the company that indicates it will deliver on continual improvement, advancement, and even greatness.
February 03, 2022

Nothing Cloudy here!!!! Pure sunshine

Matthew Calton | TrustRadius Reviewer
Matthew Calton
Communications Manager
Grove & Dean Ltd. (Financial Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

Genesys Cloud for us was the next generation of communications provider, the previous system could not match the changing need of our business. We did look at 8x8 as an alternative but Genesys Cloud had the scope of operation and the features that we were looking for. The other systems did not rank as high when doing a like for like analysis of the features and benefits.
December 06, 2021

Genesys Cloud CX Review

EC
Erick Kendall Chacon Da Silva
Case Advocate
Community Tax (Legal Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

Genesys Cloud CX is much faster and better quality with more futures to be able to interact with teammates and clients at the same time as well help with QA control to improve on our company. This product has everything we need when looking for a secure way, with no glitches, and without our clients' info being compromised.
December 06, 2021

Performance, Reliability and Availability

EO
Eulises Ovando
the best option for management time
Community Tax LLC (Accounting, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

Genesys Cloud CX really has no competition in the market, the experience in improving and optimizing communication times in internal and external processes has actually substantially improved internal and external goals. Today we have control of response times for all internal and external areas. It is really a highly recommended exceptional application.
November 13, 2021

Genesys Cloud - Experience

Verified User
Engineer in Information Technology
Banking Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

As I described earlier, the biggest problem I see with Genesys CX Cloud is its limitations. As a developer, I've worked with other contact center solutions, including Genesys, which didn't have these limitations.
October 12, 2021

Genesys Cloud CX good CC software platform

Verified User
Manager in Customer Service
Leisure, Travel & Tourism Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

Very similar platforms. Sometimes the other ones assume the companies already have a CRM where they will manage some stuff away from their platform. Although Genesys Cloud CX goes in that direction, it still has some useful old features. Genesys-PS were amazing and the knowledge transfer was great.
October 12, 2021

Superb UI makes adoption a breeze

Verified User
Vice-President in Information Technology
Non-profit Organization Management Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

  • NICE CXone (formerly NICE inContact)
The user interface of Genesys is far superior to NICE CXone. Very clean and intuitive. We were able to get our agents up and running on Genesys simply by recording a 17-minute tutorial webinar. With NICE CXone, based on what we saw in the demo, it would have taken weeks of training for our agents to become comfortable with the system. Also, the subscription fees for NICE CXone were double that of Genesys, for fewer standard features.