Genesys Cloud CX Review
We utilize Genesys Cloud CX for phone calls, e-mails, text messages, and chats. Genesys Cloud CX offers us self-service through an …
Genesys Cloud CX
Top Rated
Genesys Cloud CX
Starting at $75 per month
View PricingOverview
Recent Reviews
Awards
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Top Rated
2022
Best of
2022
Popular Features
View all 22 features- Recording (228)9.595%
- Agent dashboard (244)9.191%
- Warm transfer (238)9.191%
- Call tracking (235)8.686%
Reviewer Pros & Cons
View all pros & cons
Matthew Aubin
Solution Owner
Raymour & Flanigan Furniture and Mattresses (Retail, 5001-10,000 employees)Video Reviews
Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Genesys Cloud CX, and make your voice heard!
Pricing
View all pricingGenesys 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
Product Demos
Video Reviews
1 video
Contact center software delivering amazing customer experience
01:15
Features Scorecard
Contact Center Software
9.0
90%
Workforce Optimization (WFO)
8.7
87%
Product Details
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 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.
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 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 Video
Genesys Cloud Overview
Genesys Cloud CX Integrations
- Zendesk Support Suite
- Salesforce
- SAP
- Oracle
- Microsoft
- Teleopti
- Verint
Genesys Cloud CX Competitors
Genesys Cloud CX Technical Details
| Deployment Types | On-premise |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | Apple iOS, Android |
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 Click-to-call (CTC) highest, with a score of 9.6.
The most common users of Genesys Cloud CX are from Mid-sized Companies (51-1,000 employees) and the Telecommunications industry.
Comparisons
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Reviews and Ratings
(448)
Reviews
(1-18 of 18)- Popular Filters
Companies can't remove reviews or game the system. Here's why
June 22, 2022
ITNAVPro
April 09, 2022
Inclusive and Transformative Customer Experience!
March 09, 2022
PureCloud empowers the next generation contact center
Yes
It was resolved, but did take a long time. Most of the issues we raise with Genesys are either bugs that take time to investigate and fix or will be put on the roadmap for future releases.
March 09, 2022
Excellent product - full end-to-end solution!
March 08, 2022
PureCloud super charged our Contact Center
Yes
Yes.
February 08, 2022
New to Genesys Cloud... an Early Review
Yes
We have reported multiple bugs. Most have been resolved timely and to our satisfaction.
February 03, 2022
Genesys Cloud CX
Yes
Ainda não resolvido, já faz um ano. Auto-answer chat service and outbound reports divergence.
February 03, 2022
Nothing Cloudy here!!!! Pure sunshine
Yes
It was resolved but took some time to navigate first line support
September 29, 2021
Genesys Cloud, the contact center of the future!
August 28, 2020
Supercharge your Contact Center operation and make it future-proof with Genesys PureCloud.
Yes
Yes
June 01, 2020
Making sense of a complex call center setup
Yes
We have reported a few, but they have been fixed super fast and without delay.
January 24, 2020
How to purify a cloud-based callcenter
Yes
yes and yes
September 12, 2019
Genesys PureCloud exceeded our expectations!
Yes
Yes
August 26, 2019
At first I was lost then I was found...
Yes
Yes it was. The issue was with reports and if I remember correctly the issue was resolved in the same day.
August 02, 2019
PureCloud for Legal Services
Yes
Yes
February 23, 2019
Overall, Genesys is great
Yes
yes reponse was acceptable