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 141)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
Our call flows are more efficient and our dialer campaigns are well optimized and dynamically paced due to automation tools that Genesys Cloud CX provides. Overall it is a great experience for all.
April 03, 2024
Great for UCaaS and CCaaS in one
We've not yet built out this in our organization, but are setting a new strategic objective to do so given the tools that Genesys Cloud CX has
February 15, 2024
Seamless migration, simple to use.
Currently, we are using Salesforce knowledge and don't currently utilize knowledge management.
January 12, 2024
Close your sales calls effectively
With the inclusion of Genesys Cloud CX at [...], we were able to give out contact numbers along with our extension number to customers, via email or voicemail, but if the customers called me at a time when I was on another call they would be get connected to the next best agent who is free, this has greatly helped us in closing leads faster.
January 11, 2024
Genesys Cloud CX met or exceed expectations.
Our management team is continually searching for and evaluating ways to improve internal and external service and performance. As an organization grows, there is nearly always a need to automate some aspects of the business. Genesys Cloud has helped us in that regard.
January 10, 2024
Genesys Cloud CX Review
I don't have an answer to this.
January 04, 2024
Genesys Cloud CX Review
We're actually just now looking to finally get into doing some of that, so I don't really have much to speak on it yet. We started using the knowledge base and documents and stuff, building it out for internal purposes, still building that, and then that's kind of the next jump, trying to build out that knowledge base, have it functioning internally, then turn it on to go customer facing.
December 18, 2023
Seamless call routing, with constant updates with Genesys Cloud CX.
It is very important the automations linked and associated to our customers, they speed up the work in general very well.
October 18, 2023
Kore.ai integrated to Genesys for a powerful product.
I am not that technical. But essentially interactive voice response is the future, as opposed to pressing 1 for an action then pressing 8 for the same and then 9 to connect to a customer agent, people want to just, on the go talk to the IVR that they want to be connected to a live agent immediately.
September 29, 2023
Genesys Cloud CX Review
For the project that I mentioned to you, Genesys Cloud CX is part of the entire interaction platform for that specific contractor. We adopted the tool, and all the writing of this tool was done, for example, for a solar energy operation company. And then we can leave the entire sales script, all adapted there in that tool, all in one place on the platform.
September 29, 2023
Genesys Cloud CX Review
We've got our internal, we use some self-help bots for our customers. If they contact ICT and they need to reset their password, for example, we can help them through that process without them needing to talk to an agent. If they've got stuck in a particular part, we can then offer them help based on where they're having difficulties. We've also got our knowledge bases - they appear on our website. So if a customer comes onto our website and they need to ask us a question about getting their child into school, for example, we've got a knowledge base there that can give them a whole range of information at any time of the day.
September 29, 2023
Genesys Cloud CX Review
It plays a huge role for us. We're actually moving into that doing a lot more. We wanted all of our members, when they called in, to get that real human experience. We deal mostly with seniors as they've become more tech-savvy, and a lot of them prefer the self-service options. So we've made that shift and it's actually been really helpful as far as like easing the load on like our agents on taking calls. A lot of it's getting answered now through the IVR.
September 29, 2023
Genesys Cloud CX Review
We have implemented bots that are connected to the information system for our customers. By doing that, we can get information about the person who's calling us, so we can provide a dedicated journey and we can provide the best answers to these users for knowledge. It's still quite complicated because knowledge is inside the information system for our customers and it's not acceptable to move it inside Genesys. We're waiting for the connectors for the knowledge Genesys Cloud CX to be able to use these features.
September 29, 2023
Genesys Cloud CX Review
September 29, 2023
Genesys Cloud CX Review
This is clearly central. Today, we're already using voicebot functionalities and automating certain processes. When a mass incident occurs, all users who contact support need to be informed automatically. That's what we've put in place today.
September 29, 2023
Genesys Cloud CX Review
Over the next few years, we want to be able to integrate the Messenger web functionality. I sincerely believe that this type of functionality will improve the customer experience by eliminating the need for the customer to repeat themselves every time there's an interaction with an agent. There's just a place on the application to respond directly and be in direct contact. This proximity effect is what’s really needed when you want to personalize an interaction. I'd say it's these features that we really want to integrate.
September 29, 2023
Genesys Cloud CX Review
As far as I'm concerned, the agent knowledge base is really managed a bit separately from Genesys. We have a portion of Genesys with Salesforce, so there's a knowledge base hidden there. On the other hand, there's no knowledge base. I'm not sure whether we're making full use of that part, but I'd really like to be able to talk to my partners in the business about it and say: "This is what we're capable of doing". Everything else, the G Cap, the user groups, I'm signing up for that. I'll see what it can do for me from a technical point of view. I think that user groups can be really interesting for partners of the business. If they don't have the time to travel to a conference like this at least once a month or to attend a conference where there are other customers like them, talking about their best practices and stuff like that, it would be really interesting.
September 29, 2023
Genesys Cloud CX Review
They have a lot of articles that go with educating. For us, it's our technology team that helps us implement this. I would say, I don't think we could do it by ourselves completely. We have a really great app development team that helps us with this kind of stuff, but we've partnered with Star Telecom and they're the ones that help us and guide us, and they'll help us get the ball rolling. Then, we're the ones who are doing a lot of the implementation once they pointed us in the right direction, maybe do a little bit of the help with us to kind of give us some extra training on top of it.
August 18, 2023
Forecasting and Scheduling suggested add on
we are currently looking into this feature to find how it can be beneficial on our side
August 03, 2023
Tool for growth
Important in continued product consolidation.
Right now we're not taking advantage of this, but plan to in the future. Having suggested responses would be helpful for our agents.
August 01, 2023
Genesys Cloud CX does hospitality…
August 01, 2023
Review.
Helps reduced contacts which frees up time for reps and other users.
August 01, 2023
Genesys Cloud CX review
August 01, 2023
CX Review.
Import for the insurance sector.