Growing Solution that Solves all OCS needs.
Genesys Cloud CX is our primary platform for omnichannel communications. We utilize it for calling, SMS, Webchat, and Email. Migrating to …
Starting at $75 per month
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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.
Recent Reviews
How Genesys Cloud CX Differs From Its Competitors
Awards
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Popular Features
- Warm transfer (354)8.585%
- Recording (346)8.585%
- Call tracking (345)8.585%
- Agent dashboard (367)7.979%
Reviewer Pros & Cons
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
Pricing
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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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.
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
Genesys Cloud CX Integrations
Genesys Cloud CX Competitors
Genesys Cloud CX Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Canada, 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 Languages | Arabic, 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.
Reviewers rate Warm transfer and Call tracking 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).
Comparisons
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Reviews and Ratings
(677)Attribute Ratings
Reviews
(1-25 of 136)Companies can't remove reviews or game the system. Here's why
April 11, 2024
Growing Solution that Solves all OCS needs.
Score 10 out of 10
Vetted Review
Verified User
Genesys Cloud CX makes it incredibly easy to set up a new site and integrate it into our existing system. When we start a new location it can be up and running, fully intertwined, with no issues on our end. This drives a perfect experience for our end users and customers.
April 03, 2024
Great for UCaaS and CCaaS in one
Very easy to use, and the sentiment analysis and call analytics are very helpful
February 15, 2024
Seamless migration, simple to use.
Migrating to G CX was a lot simpler than I had imagined, especially using an old legacy system previously.
January 12, 2024
Close your sales calls effectively
Migration to Genesys Cloud CX was pretty easy. THe tool was very easy to use and we could easily train new employees. THe user experience was became much better once we started using Genesys Cloud CX, previouslt there were many that were either not connected or the reciever couldn't hear our voice clearly, a lot of time was wasted trying to get in touch with the customer. this made even the customer frustrated and many leads that we received were lost due to this. BUt Genesys Cloud CX changed all that.
January 11, 2024
Genesys Cloud CX met or exceed expectations.
As we have grown, we've had no issues with the usability of Genesys Cloud CX; it has scaled nicely with our business without sacrificing the user experience.
January 10, 2024
Genesys Cloud CX Review
Migration was excellent. It was simple and no issues. Agents did have some training issues, but that was our fault for not enough change management.
January 04, 2024
Genesys Cloud CX Review
Honestly, on that one, again, I'm not the best person. We were already integrated when I got into this role.
December 18, 2023
Seamless call routing, with constant updates with Genesys Cloud CX.
Positive customer impact is achieved from day one, data is loaded automatically and we perform migrations without complicated processes.
October 18, 2023
Kore.ai integrated to Genesys for a powerful product.
Improved customer satisfaction is directly proportional to the goodwill of the company. So this is needed since Genesys is in most Fortune 2000 customers; transactions are in millions, so basically scalable to the biggest companies in the world, highly scalable and improved customer stability comes with a buffer-free scalable solution.
September 29, 2023
Genesys Cloud CX Review
This is where I think Genesys has adapted best in Brazil - as a CRM for customer service. It generates a different experience for our customers because it gives this omnichannel approach - as I said before. There, it really changes the experience of our customers.
September 29, 2023
Genesys Cloud CX Review
When we selected Genesys Cloud CX, our build time took around three months. We've got quite complex routing for our emails that come in and Genesys made that so much easier for us. We could start to pick out keywords from the subject or the body of the email and that really helped us get those emails to the right place, particularly for some that are very high priority for us where people's health might be at risk. So the migration process for us was quick but it also allowed us to make a lot of improvements on that journey.
September 29, 2023
Genesys Cloud CX Review
I think the scalability. Actually, it was one of the bonuses where we are constantly modifying it. We are constantly adding stuff, tweaking features, and figuring out new ways to do things and in the long run it's helped both of our agents, which when our agents are working more efficiently, helps our members.
September 29, 2023
Genesys Cloud CX Review
Migration for Genesys Pure connect to Genesys Cloud CX was quite easy, but a little bit long because we're not one customer, but I have about 100 different one. It has improved the journey of the users due to the bots and the connections to our information systems. The migration of data, we didn't migrate too many things from connect to cloud. it's not subjections.
September 29, 2023
Genesys Cloud CX Review
The migration process to Genesys Cloud CX has been pretty simple. Provided we kind of have the right requirements laid out and all that. So the knowledge of the product, while it's actually pretty easy to get started using like I said, architect and stuff, there is some bit of a learning curve that needs to happen. It's much more rapid than in Genesys Engage.
September 29, 2023
Genesys Cloud CX Review
There's a real difference between the Genesys PureConnect and Genesys Cloud solutions. We've been able to provide our customers with many more new features and much more natively, so it's much easier to implement.
September 29, 2023
Genesys Cloud CX Review
Our implementation of Genesys Cloud CX was quick. We implemented Genesys Cloud CX with the help of our partners in less than three months. We went step by step, first integrating the basic functionalities, which are essential for managing a customer contact center. One of the challenges we still face on a daily basis is managing our data. We're well aware that if we were to advise someone to use this platform, we'd have to try and understand what their needs were. It's clear that if we want to have maximum capacity, it's going to require a huge amount of work on the 'database building' side, managing APIs to be able to migrate all the data. As a result, today we're still only using a few features that are native to Genesys, which have a smaller impact on our day-to-day management, but we're gradually making better use of our databases.
September 29, 2023
Genesys Cloud CX Review
I wasn't there when the company moved from PureConnect to PureCloud, but I heard that the integration went well. That was a big project for everyone, moving from the old to the new. Now I'm inheriting it, I'm managing the CX Cloud. But clearly, the integration required a lot of preparation. Of course, it required preparation, doing a review, all the IVRs, what they say, how they work, the agents. It used to be called a certain way, now it's called something else. So the whole transition is not to be taken lightly. But at the end of the day, when you say to yourself that you've got to go through a change that's still not easy, you've got to do it, you've got no choice, whether it's going from an old system that won't work anymore to something that works or, like us, moving from PureConnect to PureCloud. We must never neglect the importance of this, the level of detail, the level of professionalism that needs to be considered. You have to put the right players in place, make sure you have the right people in place, and above all, not forget the business users, the people in the business who know the call center and how to manage it. We SMEs often say: "Yes, it's going to be easy, we'll be able to operate like that". But you absolutely have to get in touch with the business people to make sure you're giving them exactly what they want.
September 29, 2023
Genesys Cloud CX Review
As far as the impact to our customers, from their point of view, I don't think they see really much of a difference because they're only really interacting with it when we are calling them at this point. As far as the data migration goes, I wasn't as big of a part of that process, but it all happened fairly seamlessly.
August 18, 2023
Forecasting and Scheduling suggested add on
this is quite easy because we have pure cloud
August 03, 2023
Tool for growth
Easy to scale and implement for multiple customers.
We didn't migrate any data when we migrated to Genesys Cloud CX.
August 01, 2023
Genesys Cloud CX does hospitality…
We are currently not using these features
August 01, 2023
Review.
Not involved with that part of the migration.
August 01, 2023
Genesys Cloud CX review
We have not been able to use this yet
August 01, 2023
CX Review.
Easy to scale new users.