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
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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
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
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June 22, 2022
ITNAVPro
- administration
- PSTN connection
- RT Monitor
April 09, 2022
Inclusive and Transformative Customer Experience!
- Genesys Views
- Genesys Interactions
- Queue information
- Agent information
March 09, 2022
Excellent product - full end-to-end solution!
- The flows are very initiative and easy to use
- The integration elements and Actions tabs are simple to follow
March 08, 2022
PureCloud super charged our Contact Center
- Developing against their APIs
- Agent Experience - Basic call controls
- Workforce Scheduling and Forecasting
- Designing Call Flows
February 08, 2022
New to Genesys Cloud... an Early Review
- I feel the whole system is laid out in a way that is user friendly
February 03, 2022
Genesys Cloud CX
- Answering an interaction is relatively simple
February 03, 2022
Nothing Cloudy here!!!! Pure sunshine
- Activity Monitoring
- Performance monitoring
- voice transcription
September 29, 2021
Genesys Cloud, the contact center of the future!
- People Management
- Integrations
- Telephony and Sip configuration
- Agent Scripts
March 13, 2021
Genesys Cloud Review
- Reporting.
- Voice management.
- Chat management.
March 02, 2021
Flexible and easy to use
- Setting up the user profile
- Adding new users to the system with the AD connector
- Finding interactions for playback
- Checking queue activity and agent status
August 28, 2020
Supercharge your Contact Center operation and make it future-proof with Genesys PureCloud.
- Setting up users, extensions, routing ans routing schedules.
- Starting and ending a shift
- Setup custom integrations
June 01, 2020
Making sense of a complex call center setup
- Bullseye routing.
- Wrap Up Codes
- IVR routing.
January 28, 2020
Contented PureCloud User
- Workforce Management
- Reports
January 24, 2020
How to purify a cloud-based callcenter
- Callhandling
- Email handling
September 12, 2019
Genesys PureCloud exceeded our expectations!
- The agent UI/Interface.
- Architect (IVR flow designer).
- Interaction and agent reporting.
August 26, 2019
At first I was lost then I was found...
- Adding new personnel to the system
- Changing or adding skills for the agents
- Adjusting wrap up codes or altering them
- Setting up queues
August 02, 2019
PureCloud for Legal Services
- answering calls
February 23, 2019
Overall, Genesys is great
- call recording
- call flow
- amin