Skip to main content
TrustRadius: an HG Insights Company
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.

Read more

Learn from top reviewers

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

Video Reviews

12 videos

[FRENCH] How Operational Efficiency Makes Use | Genesys Cloud CX Review
06:38
[FRENCH] Improving Customer Contact and Communications | Genesys Cloud CX Review
11:08
[FRENCH] Director of Innovation Gets Candid | Genesys Cloud CX Review
03:47
Return to navigation

Pricing

View all 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
Return to navigation

Product Demos

Get to know Genesys Cloud

www.genesys.com

Genesys Cloud Guided Tour

www.genesys.com
Return to navigation

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.

8.4
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.4
Avg 8.2
Return to navigation

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 ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance

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.

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

Reviewers rate Warm transfer and Recording highest, with a score of 9.

The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

(1-5 of 41)

Great CCAAS solution that works great

Rating: 10 out of 10
May 15, 2025
NA
Vetted Review
Verified User
Genesys Cloud CX
5 years of experience
  • Cut out time-consuming identification steps with asking and verifying caller in IVR using account number or SSN using APIs
  • Communicate important information simply and efficiently using Genesys SMS Notifications. Customers experience a more satisfying and engaging experience with businesses.
  • Proactively address the needs of your customers when they call into your contact center, which helps drive a greater customer experience. Recognize repeat customers and route calls to the best-skilled agents that can more effectively help address their needs. If no agents are available to address their needs appropriately, let them know their expected wait time, and offer a callback option

Close your sales calls effectively

Rating: 10 out of 10
July 03, 2025
RM
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
  • Prior to using Gensys Cloud CX we had to disconnect calls mid-way since a particular customer was from a region that a different sales rep was handling. but with Genesys we are able to add a team member on call or forwarding the call
  • When documentation was missed by any of the team member we go through call logs and listen to recorded conversation and document the details

ITNAVPro

Rating: 9 out of 10
May 25, 2025
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
  • In one of our projects we are implementing the Genesys cloud CX not only as CC platform, but also as UC (World Wild)
  • Using of Genesys Cloud Voice for the "Multi country" based organizations

Genesys Cloud CX Technical Support engineer review

Rating: 10 out of 10
July 17, 2025
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
  • We work with a software development company that creates apps according to the customer's needs. From monitoring to alerting.
  • Recent project related to alerting.
Return to navigation