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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 8.4

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

(1-25 of 26)
Companies can't remove reviews or game the system. Here's why
April Uran | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I can! I was at a WFM conference and Nashville and I had an issue. I approached the Genesys table and spoke to Chuck Swain. What a great guy! He was super helpful and knowledgeable. Not only did he solve the issue but he taught me a few new things I didn't know. He has a great personality and made a wonderful impression on behalf of Genesys
Score 9 out of 10
Vetted Review
Verified User
Incentivized
During the Platform level failure in the one of their hosted region and they provided the timely update in the public forum with all relavant details to understand and keep updated about the issue and progress on that
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I already had cases of errors that recurred after local maintenance, such as the ACW time, we resolved it in loco, but it soon reoccurred, until an update came to the product after opening a call and the problem was solved.
Robert Wakefield-Carl | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
The time that they actually worked over the weekend to create a fix for the issue. Kudos to the developer that took the problem to heart and delivered in an exceptional timeline.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We had an issue with some of our phones not provisioning and the tech worked with me and when he couldn't figure it out, he worked with the phone manufacturer to identify the issue and called me back after hours to ensure we would get the issue resolved prior to the next business day.
Score 10 out of 10
Vetted Review
ResellerIncentivized
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.
February 25, 2021

One Size Fits All

Christopher Kaldenberg | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
There was an issue with email going into a black hole. The first ticket with support went no where as we were told there was no ability to investigate or trace email. After closing this ticket and opening a new one we did fine out there was a trace function that Genesys could use to determine where our lost email was going and why it was not delivered. They quickly reviewed, found the issue, and then provided a working solution.
Frederik Björkman Bentzen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
When we experienced problems with WebRTC, we initially thought it was internally in our firewalls, but with the help from Genesys, we narrowed it down to what seemed to be a code issue. They spent countless hours going through extensive log files.
Score 9 out of 10
Vetted Review
Verified User
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.
Score 10 out of 10
Vetted Review
ResellerIncentivized
Genesys has provided an exceptional environment for self help. Training.MyPureCloud, Resource Center, Developer community, and the Genesys Community are far superior to other vendors. I find the vast majority of PS resources and/or technical resources are not as versed as I need them to be on the harder topics that are not covered by the self-help environment.
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