Genesys Cloud CX

Genesys Cloud CX
Formerly Genesys Cloud

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Top Rated
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Score 8.5 out of 100
Top Rated
Genesys Cloud CX


Recent Reviews


10 out of 10
June 22, 2022
We are the system integration company for CC and telephony systems. We want to implement the Genesys Cloud to our customers. Now, we are …
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Great for worldwide orgs

6 out of 10
May 14, 2022
We currently only use voice, but the great thing about Genesys Cloud CX is that we can grow as a company and continuously improve our …
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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
  • Recording (228)
  • Agent dashboard (244)
  • Warm transfer (238)
  • Call tracking (235)

Reviewer Pros & Cons

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Video Reviews

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Genesys Cloud CX 1


On Premise
Per User Per Month

Genesys Cloud CX 2


On Premise
Per User Per Month

Genesys Cloud CX 3


On Premise
Per User Per Month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visit


  • 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


Workforce Optimization (WFO)


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.

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 make it easy to find the right person in your organizationScreenshot of Agents can see the activities in their queue in this easy to use dashboardScreenshot of Contact center managers are able to quickly get a view on key metrics in this dashboardScreenshot of Call Center Co-browsing capabilities built-in

Genesys Cloud CX Video

Genesys Cloud Overview

Genesys Cloud CX Integrations

Genesys Cloud CX Competitors

Genesys Cloud CX Technical Details

Deployment TypesOn-premise
Operating SystemsWindows, Mac
Mobile ApplicationApple 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.

Five9, NICE CXone, and Talkdesk are common alternatives for Genesys Cloud CX.

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.


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(1-19 of 19)
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Robert Wakefield-Carl | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source
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
Review Source
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
Review Source
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
Review Source
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.
Score 10 out of 10
Vetted Review
Review Source
We reported a damaged Edge device and got a replacement in a very short time. Didn't need to pay for any shipping.
Frederik Björkman Bentzen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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.