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- Recording (228)9.595%
- Agent dashboard (244)9.191%
- Warm transfer (238)9.191%
- Call tracking (235)8.686%
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Genesys Cloud CX 1
Genesys Cloud CX 2
Genesys Cloud CX 3
Entry-level set up fee?
- No setup fee
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Starting price (does not include set up fee)
- $75 per month
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.
- 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
- 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
- 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
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: Voice Routing
- Supported: Web Chat
- Supported: Email Response
- Supported: SMS
- Supported: Social Listening
- Supported: Unified Communications
- Supported: Softphone
- Supported: Workforce Scheduling
- Zendesk Support Suite
|Operating Systems||Windows, Mac|
|Mobile Application||Apple iOS, Android|
- E-Mail campaigns
- Platform for the internal Help Desk
- Self-service for IT functions
- Training and Development
- More Speech Analytics for QM
- Inbuilt chat channels
- Inbuild email channels
- For a Team meeting.
- For obtaining the medical records.
- For obtaining the claims.
- For obtaining the Itemized bills.
- Additional Cost Savings
- Beating our competitors
- Meetings management
- Time and resource FAQs
- We are hoping to roll-out the outbound dialer and post interaction surveys
- Social media
- We could use the system to manage other Brokerage acquisitions that are to be run as separate business entities.
- or offer to run the telecoms for any claims companies we have relationships with to further embed our relationships.
- As contact center
- As cloud solution
- Easy rest integrations with every system
- Chat bots
- Social Media
- Remote working.
- Multi-county call centers.
- Data center Infrastructure independent disaster recovery strategy.
- Fax solution
- IVR Payment processing
- Automate QA
- Marketing automation
- Social Media
- We have yet to implement distribution of Chat and Email
- Scheduling contact before talking to an agent.
- WFM: when the WFM solution in Genesys Cloud gets more proven we may be able to use it. We don't have the resources to start over with WFM again.
- Social Bots through the Chat Flow function.
- Speech Analytics for our inbound conversations.
- Outbound Call Campaign
- Different Media Routing, Chat, Social, etc...
- Personalized Messaging based upon queues
- other API integrations with CMS
- Chat, email
- voice recognition
- link to SAP - ORDER MANAGEMENT SYSTEM
- IMPROVE EMAIL SEARCH