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Genesys Cloud CX

Genesys Cloud CX
Formerly Genesys Cloud

Overview

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.

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Recent Reviews
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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

Popular Features

View all 22 features
  • Warm transfer (352)
    8.5
    85%
  • Call tracking (343)
    8.4
    84%
  • Recording (344)
    8.4
    84%
  • Agent dashboard (365)
    7.9
    79%

Reviewer Pros & Cons

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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
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Pricing

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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

Starting price (does not include set up fee)

  • $75 per month
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Product Demos

Get to know Genesys Cloud

www.genesys.com

Genesys Cloud Guided Tour

www.genesys.com
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.8
Avg 8.3
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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 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

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

Genesys Cloud CX Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesCanada, 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 LanguagesArabic, 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.

Five9, NICE CXone, and Talkdesk are common alternatives for Genesys Cloud CX.

Reviewers rate Warm transfer 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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Comparisons

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Reviews and Ratings

(676)

Attribute Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Great for those looking for a full cloud end-to-end solution. I could not think of a reason where it would not be fitting - the costs are comparable against other providers, including running an on-prem solution.
Contact Center Software (13)
83.84615384615385%
8.4
Agent dashboard
80%
8.0
Validate callers
90%
9.0
Outbound response
90%
9.0
Call forwarding
90%
9.0
Click-to-call (CTC)
30%
3.0
Warm transfer
100%
10.0
Predictive dialing
50%
5.0
Interactive voice response
100%
10.0
REST APIs
90%
9.0
Call scripts
100%
10.0
Call tracking
80%
8.0
Multichannel integration
90%
9.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
86.66666666666666%
8.7
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
90%
9.0
Quality management
90%
9.0
Call analytics
90%
9.0
Historical reporting
70%
7.0
Live reporting
90%
9.0
Customer surveys
50%
5.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Has provided an excellent solution to WFH due to COVID.
  • Integrated a new PCI DSS solution to decouple us from PCI.
It plays a great role, the ability to offer automated bot services to help with FAQ is a great addition and feature rich!
We migrated from an onprem Avaya Contact Center elite platform to Genesys cloud with ease, the system was setup like for like and the ability to switch features on and trial functions on CX3 license level with no additional costs was an added bonus
Genesys is an end-to-end solution developed in-house - at the time of evaluating Ring Central it was coupled with Nice In Contact, and did not work seamlessly.
200
Retail and Consumer Contact centre, Financing, Internal and technical support
3
IT Support Engineers, Telephony background since migration from an Avaya on Prem solution
  • Contact Centre Voice solution to our customers
  • Internal Communication tool between our teams
  • Inbuilt features between our CRM data
  • The ability to add transcriptions to assist with our customer fault resolutions
  • Inbuilt chat channels
  • Inbuild email channels
We will likely be sticking with this product for some time and have no appetite to look at other products.
Yes
Avaya Contact Center Elite, this was due to be upgraded and we needed a SAAS based solution to help with our migration from the data centers
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
The feature set needed to be equal or better than what we had. The fact it is continually being developed and improved is excellent.
We were happy with the process we followed, we had a list of requirements and vetted various systems.
We rolled it out in a methodical manner to help alleviate the issues of big bang, when we got to the later larger teams for onboarding we had tackled nearly all of the known issues.
  • Implemented in-house
Yes
We rolled this out on a per team basis and placed intergrations between our existing PBX and Genesys
  • User onboarding and training - it takes time to adopt some of the users
  • Online Training
  • In-Person Training
Excellent product support training from the Genesys team and very informative
Excellent delivery and very informative
Personally it is right for the use we have, we do not use all features however it is nice to have the ability to fine tune where needed.
Setup like for like if migrating and then turn on additional features afterwards for simplicity of migration.
Some - we have added small pieces of custom code
Used to integrate with our custom on prem CRM - the implementation worked perfectly.
Not at this time
Quick and informative responses from the support team
No we went with standard support given that the system had an excellent SLA in place.
No
When I have raised queries around our flows they have been answered quickly and in an informative and simple manner to understand.
Very intuitive and easy to use.
  • The flows are very initiative and easy to use
  • The integration elements and Actions tabs are simple to follow
  • The dev tools and the ability to seek some elements of information.
Yes, but I don't use it
Feature rich product and consistently being developed and updated in the background.
We have never had an outage (touch wood)
Quick load times and voice quality is always excellent even on limited bandwidth it scales effectively
The professional team made it easy to seamlessly integrate with our bespoke CRM.
  • CRM
  • NA
  • File import/export
Work with the professional team, they are knowledgeable on most aspects
We had a great migration/implementation with a well supported team throughout the covid period we delivered on all aspects.
Support is very responsive with any questions we ever raise.
Excellent support and full understanding of our implementation requirements
Just contractual terms as per the business requirements.
Very competitive against other similar products in the field
Not at this time
No
  • NA
  • NA
June 22, 2022

ITNAVPro

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are the system integration company for CC and telephony systems. We want to implement the Genesys Cloud to our customers. Now, we are working on our first project based on Genesys Cloud (some new customer).
  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
  • A lot of additional "tools" (like CLI) that can help to administrate the system
  • Adding possibilities to "customize" the historical reports (add/remove columns, change fonts, ...).
  • Improve the "flow designer". Make it more "user friendly". For my mind, [it would be] best if it looked like "Genesys Composer" from "Pure Engage" solution.
  • Add possibility to change the list of "agent states" according to the division/group/queue.
  • Improve the UI for the manager. It would be very useful to have option of creating "subfolders" on the "management screens" (for example: "Telephony/Phone Management/Phones" / "People & Permissions/People").
  • Very important for Israel market option.
  • Give permission to the Schedules/Schedule Groups according to the Division and Group..
  • When agent is working with "Auto Answer" [it would] be good to have the possibility to define some "ringing time" (some seconds that the agent will see the "call alert" before "Auto Answer").
Good solution. Simple, but has a lot of features.
  • Part of the company portfolio that we are selling and implementing to our customers
Contact Center Software (12)
55%
5.5
Agent dashboard
100%
10.0
Validate callers
80%
8.0
Outbound response
N/A
N/A
Click-to-call (CTC)
N/A
N/A
Warm transfer
N/A
N/A
Predictive dialing
N/A
N/A
Interactive voice response
70%
7.0
REST APIs
80%
8.0
Call scripts
80%
8.0
Call tracking
80%
8.0
Multichannel integration
80%
8.0
CRM software integration
90%
9.0
Workforce Optimization (WFO) (6)
66.66666666666667%
6.7
Inbound call routing
80%
8.0
Omnichannel inbound routing
80%
8.0
Recording
100%
10.0
Call analytics
50%
5.0
Historical reporting
50%
5.0
Live reporting
40%
4.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • It's not relevant to us. We are the integration company.
  • I think that for our customers it will [have a] positive impact.
Genesys PureEngage On-Premises.
Avaya CC Elite + CMS + EMC
Nice Recording system
Verint Analitycs
10
It's our sales implementation and integration team
5
For supporting our customers
  • It's one of the product that we implementing for our customers
  • In one of our projects we are implementing the Genesys cloud CX not only as CC platform, but also as UC (World Wild)
  • Using of Genesys Cloud Voice for the "Multi country" based organizations
  • E-Mail campaigns
  • Platform for the internal Help Desk
No
  • Product Features
  • Product Reputation
  • Prior Experience with the Product
Nothing
  • Implemented in-house
Yes
Inside the company, we have only a development/tests lab.
For the customers, we are implementing the solution according to their requirements (different departments, features, channels, ...)
  • Agents and supervisors training
We are implementing the system for our customers
Thie product requires a full understanding of what You want to get (the target results)
Sometimes, needed additional "product learning" and help of the Professional Service
First of all, to understand what You want and after this how to implement it.
Carefully read the documentation, and not be afraid to ask questions PS and send the questions to the forum/s
Some - we have done small customizations to the interface
Some of our customers are using the "embedded SF" client
Yes - we have added extensive custom code
We are using the system for interactive services (IVR) and creating the integrations with the 3-rd party systems
Also integrating the system with the customer BI
Customer Identification with the ANI, product number, ...
Customer segmentation according to the information from the 3-rd party systems (CRM)
Implementing SSO and users provisioning
Support for the Genesys PureEngage is better.
No, not at this stage.
No
Every time that I need this.
It has a "user-friendly" interface, but some things are "not standard", for example, in most products, (including Genesys Pure Engage) agent status "Available" means that the agent can get the CC calls, in this product, it means that he can get the direct calls and for the CC calls he must be "On Queue"
  • administration
  • PSTN connection
  • RT Monitor
  • Developing the Call Flows
  • managing agent statuses
  • Creating and administrating the users (agents)
Yes
There is a lot of place for "improving" this option
Sometimes it takes time to get a response from the system, especial during the system administration
  • Salesforce
  • Microsoft Active Directory
  • PSTN provider/s
Simple integration with good support from the Genesys team
Sometimes the documentation is not enough.
In my mind, the "provisioning" from MS AD can be done with more functionality
  • Priority CRM
  • Whatsapp
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
  • AppExchange or similar marketplace
Sometimes documentation is not enough
A lot of options and ways for implementation
Very good "presale technical support" that listening to the requirements and finding the best solution, creating the "live demo" (including presentation & description of all needed integrations)
Good technical support, that gives all needed answers very quick and professional.
Possibility to get help from the "technical staff".
Genesys provided much information about "best practices" and recommendations for the implementation
Long time cooperation, based on "Subscription" for the services
Getting more Sales & Technical presentations (PowerPoint) that we can use for the customer meetings
Score 10 out of 10
Vetted Review
ResellerIncentivized
Genesys Cloud (formerly PureCloud) is being used across the whole organization and it does the perfect job. We don't have business problems but sometimes our customers ask for business reports based on their business values and Genesys will implement this feature in the future. We are happy to use Genesys Cloud (formerly PureCloud)!
  • It has the best user interface
  • Fast and easy deployment
  • Open platform for fast integrations
  • End-to-end omnichannel management
  • You can clear campaigns from API but it should be a button for supervisors
  • Supporting arrays and tables on agent scripting could be a good improvement
Genesys Cloud (formerly PureCloud) fully integrated with Salesforce (+email for business) is one of the best scenarios that I can describe. I cannot find scenarios in which Genesys Cloud (formerly PureCloud) is less appropriate since it's not a CRM. PureCloud provides a friendly and professional UI that can be embedded everywhere.
Contact Center Software (13)
100%
10.0
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
100%
10.0
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer surveys
100%
10.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Inbound/outbound campaigns are more efficient
  • Easy and well-designed reports
Genesys Cloud (formerly PureCloud) includes integrations with many platforms and AI functionalities.
Altitude uCI, Genesys Cloud (formerly PureCloud)
5
We are a big team in Mellon Technologies but for Genesys Cloud, we are a team of 6 people with three developers, two project managers and one for sales/pre-sales.
3
Well, to support Genesys Cloud, you need software/network engineers to support the EDGEs and the platform. Of course it is based on the level of support that you want to give. You need developers only if you have integrations with data actions which are mandatory for support. For integrations, you should have json skills, rest api skills and some js.
  • Cloud Solution
  • Integration with Salesforce
  • Custom Integrations
  • The salesforce connector
  • The cloud solution with no downtime
  • With REST API you can integrate with every system!
  • As contact center
  • As cloud solution
  • Easy rest integrations with every system
Since we do not have any problem at all except some features that we have voted, all services are working 100% with status page. For every update, we are getting informed with email for the next actions. I cannot find a reason to not renew my use of this product.
Not Sure
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
The most important factor in my decisions was about the Product Features. The system provides ready integrations with a lot of companies and CRM's that would be an extra effort. It provides ACD routing which is the best in the market, it is very customizable and can be well integrated with any system.
We did right i believe and i wouldn't change anything about the evaluation and the selection process.
  • Implemented in-house
Yes
We started with organization configuration and then with the edge devices configuration.
The second phase was to configure user/roles based on the business of the customer.
At the end, we concluded with ACD and Agent scripting.
  • Read wrapup codes from Analytics API
  • Uploading csv file
You have to understand how the product works by reading the documentation many times.
  • Online training
  • in-person training
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience!
At start, i took online lessons with video and self-test answers which was very helpful. After that, i got training on teams and everything was very well documented with examples and use-cases in order to understand and to learn the product at 100%. I believe the online training is detailed and it covers everything.
There is a limitation that can be better but it has amazing configuration at all!
My best practise is to configure the edge first of all and then to pair it with Genesys Cloud. We register the extensions of the agents and IVR's. We configuration queues and campaigns by using the IVR numbers. Then we create the agents with specific permissions and roles. At the end, we configure the scripts.
No - we have not done any customization to the interface
No - we have not done any custom code
As additional configuration, i will include the data actions we used in order to make integrations. We configured the data actions together with the scripts in order to deliver a nice environment to the agent screen. We handled the errors and the succces messages as a popup dialogs that helps the agen to understand what's going wrong.
Because PureCloud support is a friendly and proffesional support with answers to the point. Trust me, their estimation time is really fast. They answer between 1-3 hours and always with the correct answer. Also they are able to schedule a meeting with you during the day in order to show you or to explain to you some functions.
Yes we purchased premium support in order to cover all cases of our projects. Because we feel well when we have a proffesional team from behind to support us when we really need help to impement or to configure something that requires an extra knowledge/assistant. With premium support, we are not anymore stressed about the project deadlines.
No
As i remember, Genesys provided exceptional support last week when we were trying to deliver the project. We had a permission issue when an admin could assign agents and queues from other divisions. The customer escalated the issue to us and Genesys support was there to assist us and to explain in details the steps that we have to do.
Genesys Cloud has an awesome UI where the configuration, the contact center management and the integrations really easy tasks and very well understandable. From our experience, you can go live really fast.
  • People Management
  • Integrations
  • Telephony and Sip configuration
  • Agent Scripts
  • When you try to read and to get feedback of the contactlist that you have uploaded by exporting the excel file. Too many redirections.
  • Analytics API is difficult but we did well
Yes, but I don't use it
You can setup this product and you can have your environment ready in munutes by assigning divisions and queues and campaigns.
There is no unplanend outages of my 2 years experience. Always online and always there!
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
  • DebtManager
  • Sales Force
  • Custom CRM
  • Salesforce
  • DebtManager
They support salesforce integration and not DM.
  • API (e.g. SOAP or REST)
.NET services with REST API
developer tools and online api documents are very important
During the sales process, the vendor helped us to resolve any issue that we had. Genesys answered all of our unanswered questions that we had in order to complete the RFP document including security. We received very good answers to the point and we got tips to handle some questions that need attention.
After the sales, it was easy to work with Genesys. They provided support and configuration in order to help us to understand the logic behind the functionalities. Genesys provided tips and use cases in order to accomplish the project specific tasks. At the end, the support area was very helpful that allowed us to track all issues.
No
  • Happy Customers
  • New features
  • Extended functionality
  • Better reports
  • More custom fields
  • Custom report based on custom fields
Score 10 out of 10
Vetted Review
ResellerIncentivized
It is our main solution offering for our services. Internally we use it mainly as our communication tool and in our Lab to build better solutions for our customers.
  • Intuitive interface with powerful features allos easy adoption by workforce and best-of-class CC operation.
  • Constant updates and new feature delivery future-proofs your investment.
  • Backed by an industry leader. Plaform is supported by solid organization that continues to grow and has a clear vision of the future of CX.
  • Open APIs for development and integrations makes it a powerful platform for innovative businesses.
  • Elastic architecture and pricing model permits growing without adquiring licensing each time.
  • Licencing levels are fixed for an entire organization. It is not possible to mix and match features.
  • Works best with a system of record: it specializes in handling interactions so users need a CRM, ERP or ticketing system to integrate into the Contact Center operation.
Genesys Cloud is a great solution for businesses that have a contact center operation and would benefit from industry standard features coupled with high integration availability trough a web API. Being a true cloud solution allows focus on use and operation and alleviates the need for systems and infrastructure support teams.
It's agile release schedule also provides value by giving users constant feature upgrades and virtually eliminates platform obsolescence.
Contact Center Software (13)
98.46153846153847%
9.8
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
90%
9.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
90%
9.0
Workforce Optimization (WFO) (9)
94.44444444444444%
9.4
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
90%
9.0
Live reporting
100%
10.0
Customer surveys
70%
7.0
Customer interaction analytics
90%
9.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Genesys Cloud has been the contact center solution with the shortest implementation time we have installed.
  • Being a cloud solution helps us deliver several implementations with the same team by working remotely.
  • Pay-per-use model and has allowed our clients to avoid investing in infrastructure upfront but still benefit from best of class solutions for their complete CC operation.
Five9 doesn't have all the same functionallity, deploy flexibility or updates available in Genesys.
Twilio Flex requires too much configuration to be plug-and-play and the per-usage cost is more expensive than the local SIP trunk alternative.
Zendesk Talk doesn't have an integrated view for analytics across channels and the per-usage cost quickly becomes more expensive than being able to use a local trunk.
It was already good, but service has improved in the last months.
Acumatica, Microsoft 365 (formerly Office 365), Azure DevOps (formerly VSTS), Azure App Service, Toggl
5
5
  • Support
  • Sales (Demos)
  • R&D
  • Automatic contact escalation logic
  • Sales automation self service
  • Remote support
  • Marketing automation
No
  • Product Features
  • Product Usability
  • Analyst Reports
Nothing much, really.
  • Implemented in-house
No
Change management was minimal
  • Preparing SIP trunk communication
If planned correctly, Genesys Cloud implementation can be very straightforward.
  • Online training
  • no training
It's available online and is fairly clear
It is enough for day-to-day use, but I recommend you talk to your Genesys partner and get support from their team also.
Most is usable with the defaults and it offers many configuration options. It's ease of use approach does limit some configuration for very specific types of operation but it covers most common use cases.
Prepare your installation information and follow the provided checklists with your Genesys partner.
Yes - we have customized the interface extensively
There is extensive documentation for simple configuration and for using the API and SDKs.
Yes - we have added extensive custom code
There is extensive documentation for simple configuration and for using the API and SDKs.
Everything is available from the same interface and the documentation is open and available. You also have access to user forums where you can get answers to questions from Genesys and other users.
No
We have an internal team trained to use the product.
Yes
Yes
We reported a damaged Edge device and got a replacement in a very short time. Didn't need to pay for any shipping.
  • Setting up users, extensions, routing ans routing schedules.
  • Starting and ending a shift
  • Setup custom integrations
  • Configuring schedules for its WFM module
Yes
Good enough. There is a better version in development.
It is very easy to train users for normal operation.
IT staff in charge of configuration quickly become familiar with the web interface, specially since its clearer than other systems terminal-based or form-based setup.
  • Google Dialogflow
  • Salesforce
  • Amazon Lex
  • Amazon Lambda
  • REST web service
  • Vonage SIP trunking
  • Acumatica
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
  • Javascript widgets
  • ETL tools
  • AppExchange or similar marketplace
Most integrations tools have clear documentation, examples or tutorials.
Review your integration needs.
It's easier to integrate REST web services integrations. Other integrations are possible but require middleware development and hosting.
Ramp-up period days and per-usage charges.
Be clear about your goals and expectations. Chances are there is already a defined use-case that will make installation more simple and easier to measure success of the project.
Yes
It is done automatically by the product.
  • Didn't need to do anything
  • AI features
  • Interaction analytics
No
No
Score 9 out of 10
Vetted Review
Verified User
We utilize Genesys Cloud to route our inbound call volume at three of our Customer Care call centers. One of the biggest benefits from utilizing the software is that we were able to launch a quality program. Something we have been looking to implement for awhile.
  • Communication of new features being launched.
  • Striving to provide new and improved features.
  • Working with and listening to the customer.
  • Reporting and Analytics.
  • Wall Board Functionality.
  • API Training and Ease of Use.
Genesys is easy to use from a Administration vantage point. Administrators can be quickly brought up to speed on the finite details of how to utilize Genesys Cloud administration tools.
Contact Center Software (4)
80%
8.0
Agent dashboard
80%
8.0
Validate callers
80%
8.0
Outbound response
80%
8.0
Call tracking
80%
8.0
Workforce Optimization (WFO) (6)
76.66666666666667%
7.7
Recording
90%
9.0
Quality management
90%
9.0
Call analytics
70%
7.0
Historical reporting
70%
7.0
Live reporting
70%
7.0
Customer interaction analytics
70%
7.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Positive-Can quickly change skills and queues to manage overflow calls between our three Customer Care call centers.
  • Positive-Better service to our customers as a result of the quality program that the Genesys software provides.
  • Negative-Early adopter experienced stability issues initially.
The administration side of Genesys Cloud is very straight forward and easy to utilize. Our company just launched a new contact center in the UK on Genesys Cloud and the supervisors and users were fully trained within a couple of hours. This supports the claim the Genesys Cloud is very easy to set up and utilize. The architect side of Genesys Cloud could use some simplification though.
My success manager and sales support personal do a great job in providing support when and wherever needed. We have monthly calls to discuss any open issues or tickets. They are quick to set up any and all requested demos with the proper product management personnel. They worked with us through our recent launch and provided all necessary support in a timely fashion.
Genesys stacked up nicely when compared to other software offerings and was priced economically. At the time of our purchase many companies did not offer a cloud solution.
1500
All business functions
50
Customer Care
  • Ease of Use
  • Stability
  • Feature Rich
  • Quality Program
  • Overflow Capabilities
  • Skill Based Call Routing
  • Outbound Call Campaign
  • Different Media Routing, Chat, Social, etc...
  • Personalized Messaging based upon queues
Yes
Genesys Cloud replaced and older call center contact software. Prior to Genesys Cloud we utilized Zeacom.
  • Price
  • Product Features
  • Product Usability
The most crucial feature for our company was the ability to connect call centers all over the globe in a quick and simple fashion, Genesys Cloud provides that capability.
I think we would do more research on Cloud based systems. We were an early adopter of this software and ran into several issues after launch.
  • Implemented in-house
Yes
Phase One was making the decision to utilize Genesys Cloud.
Phase Two was setting up the design or flow of the system.
Phase Three was setting up the flows in architect and launch in June of 2016.
Change management was minimal
We needed to do more long term planning such as what is the back up plan if it doesn't work. What is the disaster recovery plan?
  • System went down on day of launch (for only 15 minutes)
  • System went down two weeks after launch
  • Reverted back to old system for several weeks after second outage
  • Was surprised with the lack of features after launch
It was relatively new product at our launch and has steadily improved over our tenure with Genesys.
  • Online training
  • In-person training
  • Self-taught
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
It is good and getting better all the time. The community is a great resource.
Yes very easy. As long as you have support from IT then yes self taught is very simplistic.
VERY. Set up the system as you designed it. Easy to change if need be.
Do your homework when designing the system The more thorough you are in this stage the more precise the system will be.
Some - we have done small customizations to the interface
If we are talking about connecting to the API then this was not a easy process. But keep in mind we did so three years ago.
No - we have not done any custom code
None at this time
No
The usability of the software has made it simple enough for us to tackle most issues ourselves from set up to the daily usage. We have not ran into a scenario where we needed professional support.
Yes
Yes it was. The issue was with reports and if I remember correctly the issue was resolved in the same day.
The support I received for Genesys during the launch of our UK call center was exceptional in my mind. They were very efficient in processing all necessary paperwork and even conducted a welcome call for the new call center supervisor. Much appreciated.
  • Adding new personnel to the system
  • Changing or adding skills for the agents
  • Adjusting wrap up codes or altering them
  • Setting up queues
  • Architect can be challenging
  • Outbound cal campaigns are currently a challenge
  • Reporting needs to improve
Very easy to add contact centers being we just launched another center this month.
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Some delays with reports loading from time to time but other than that no major issues.
  • Sales Force
Purchase of the licenses for the Sales Force Connector was simple enough. Implementation f the connector was a little more challenging but we managed.
  • Not at this time
  • API (e.g. SOAP or REST)
No that I know of...
As I stated we ran into a few issues when we integrated the Sales Force Connector but support was able to assist.
Do your research. Utilize the community and ask about the specific planned integration and if any as done so. Ask what were the challenges with the integration and how did they overcome them.
Ran into a little difficulty being that we were going to purchase an on premise solution and was told in early January that a center of our size would only be offered Genesys Cloud.
There were some bumps in the road being that we had several service disruptions early on. As stated prior the reliability of the system has improved ever since Genesys bought ININ.
Initially we were on a month to month basis. Eventually we went to a yearly contract.
Be up front with your expectations. Genesys wants your feedback. They want to know when they do well and when they miss the mark.
Yes
Yes and no. We launched a new call center but on the same level license as we currently have at all of our centers. The release was a complete success and progressed without issues.
  • Upgraded for a phone ACD system. This will improve service to our customers and will make our agents lives better.
  • More direct routing to specific agents.
  • Availability of metrics.
  • Quality program can be launched.
  • Reporting
  • Quality Program
  • Call Routing
Yes
We have thought about going to a tier three license but would like to be able to have specific centers (that are on the same domain) to be on tier three and others not.
No
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