Genesys Cloud CX Review
We utilize Genesys Cloud CX for phone calls, e-mails, text messages, and chats. Genesys Cloud CX offers us self-service through an …
Genesys Cloud CX
Top Rated
Genesys Cloud CX
Starting at $75 per month
View PricingOverview
Recent Reviews
Awards
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Top Rated
2022
Best of
2022
Popular Features
View all 22 features- Recording (228)9.595%
- Agent dashboard (244)9.191%
- Warm transfer (238)9.191%
- Call tracking (235)8.686%
Reviewer Pros & Cons
View all pros & cons
Matthew Aubin
Solution Owner
Raymour & Flanigan Furniture and Mattresses (Retail, 5001-10,000 employees)Video Reviews
Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Genesys Cloud CX, and make your voice heard!
Pricing
View all pricingGenesys Cloud CX 1
$75.00
On Premise
Per User Per Month
Genesys Cloud CX 2
$110.00
On Premise
Per User Per Month
Genesys Cloud CX 3
$140.00
On Premise
Per User Per Month
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
Product Demos
Video Reviews
1 video
Contact center software delivering amazing customer experience
01:15
Features Scorecard
Contact Center Software
9.0
90%
Workforce Optimization (WFO)
8.7
87%
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.
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
Genesys Cloud CX Video
Genesys Cloud Overview
Genesys Cloud CX Integrations
- Zendesk Support Suite
- Salesforce
- SAP
- Oracle
- Microsoft
- Teleopti
- Verint
Genesys Cloud CX Competitors
Genesys Cloud CX Technical Details
| Deployment Types | On-premise |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | Apple 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.
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.
Comparisons
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Reviews and Ratings
(448)
Reviews
(1-24 of 24)- Popular Filters
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June 22, 2022
ITNAVPro
- 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
March 09, 2022
PureCloud empowers the next generation contact center
- On call flows for overnight techs
- WFM across multiple job functions
- Bots across all channels with the same bot
March 09, 2022
Genesys Cloud Review on TrustRadius
- Easy Deployment
- Robust Configuration
- Usability
March 09, 2022
Excellent product - full end-to-end solution!
- The ability to add transcriptions to assist with our customer fault resolutions
March 08, 2022
Genesys Makes Our Life Easier!
- Inbound calls.
- Outbound calls.
- Transfer to managers.
March 08, 2022
PureCloud super charged our Contact Center
- Application integration
- Workforce Management
- Analytics and Reporting
February 20, 2022
Multi-platform excellent tool for collaboration
- Voice calls are very effective
- text chat screen area is large
- Simple interface
February 08, 2022
New to Genesys Cloud... an Early Review
- We are still in the beginning stages and haven't really found any innovative process yet.
February 03, 2022
Genesys Cloud CX
- Whatsapp service
- New service level accounting method
- Monitoring tools
February 03, 2022
Nothing Cloudy here!!!! Pure sunshine
- The use of its external directory as a CRM
September 29, 2021
Genesys Cloud, the contact center of the future!
- The salesforce connector
- The cloud solution with no downtime
- With REST API you can integrate with every system!
- Using data tables to determine which prompt to play on any given day
- Using IVRs and data tables to determine the callers ID and screen pop
March 13, 2021
Genesys Cloud Review
- Easy Remote working.
- Internal agent communication though chat.
- Dashboards.
March 02, 2021
Flexible and easy to use
- Integrated with Lex
February 25, 2021
One Size Fits All
- Create data output files via API
- Track flow outcomes
- Custom data actions
August 28, 2020
Supercharge your Contact Center operation and make it future-proof with Genesys PureCloud.
- Automatic contact escalation logic
- Sales automation self service
- Remote support
June 01, 2020
Making sense of a complex call center setup
- Working from home.
- Internal calls with user status.
January 28, 2020
Contented PureCloud User
- It can be used for collecting Net Promoter Score information
- Automated messaging to customers on outbound dialing campaigns
- Collecting payment from customers while meeting compliance and privacy standards
January 24, 2020
How to purify a cloud-based callcenter
- Our outbound campaigns have been expanded quite a lot.
- We didn't have chat support for Genesys Cloud.
September 12, 2019
Genesys PureCloud exceeded our expectations!
- The ability to practically initiate chats and increase our conversion rate on our website.
- The ability to use it for QA scorecards for agent compliance.
August 26, 2019
At first I was lost then I was found...
- Quality Program
- Overflow Capabilities
- Skill Based Call Routing
August 02, 2019
PureCloud for Legal Services
- Automated call backs
- call recording
July 25, 2019
Wanting it to work
- We setup overflow for some of the small call centers so that customers got support quickly.
February 23, 2019
Overall, Genesys is great
- call recording and evalautions
- eMite reporting
- Admin capabilities