Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
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Score 8.3 out of 100
Top Rated
Genesys Cloud CX (formerly Genesys Cloud)

Overview

Recent Reviews

Great for worldwide orgs

6
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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Genesys Cloud CX Approved by CCX Manager

10
April 12, 2022
Adobe Marketo Engage said it perfectly. Genesys cloud offers flexibility at scale to tackle your company's digital needs. We are in the …
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My Genesys Experience

10
March 10, 2022
Genesys Cloud CX is seamlessly integrated into our platform. Thanks to it we have addressed the connection and clarity of our phone …
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Excellent product - full end-to-end solution!

9
March 09, 2022
Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full …
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Genesys Makes Our Life Easier!

10
March 08, 2022
We used Genesys daily and I think it is very helpful because it notifies us if we are doing the right thing or if we are on the right …
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End User Feedback and Thoughts.

7
March 08, 2022
I use Cloud CX as an incoming and outgoing call software. It is directly linked to our patient database so I can access files with one …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Best of Award, Best Of Feature Set 2021
TrustRadius Award Top Rated 2019

Popular Features

View all 22 features

Recording (222)

9.1
91%

Agent dashboard (238)

9.0
90%

Warm transfer (232)

9.0
90%

Call tracking (231)

8.4
84%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Genesys 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

Features Scorecard

Contact Center Software

8.9
89%

Workforce Optimization (WFO)

8.4
84%

Product Details

What is Genesys Cloud CX (formerly Genesys Cloud)?

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 (formerly Genesys Cloud) 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 (formerly Genesys Cloud) Screenshots

Genesys Cloud directories make it easy to find the right person in your organizationAgents can see the activities in their queue in this easy to use dashboardContact center managers are able to quickly get a view on key metrics in this dashboardCall Center Co-browsing capabilities built-in

Genesys Cloud CX (formerly Genesys Cloud) Video

Genesys Cloud Overview

Genesys Cloud CX (formerly Genesys Cloud) Integrations

Genesys Cloud CX (formerly Genesys Cloud) Competitors

Genesys Cloud CX (formerly Genesys Cloud) Technical Details

Deployment TypesOn-premise
Operating SystemsWindows, Mac
Mobile ApplicationApple iOS, Android

Comparisons

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Frequently Asked Questions

What is Genesys Cloud CX (formerly Genesys Cloud)?

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.

How much does Genesys Cloud CX (formerly Genesys Cloud) cost?

Genesys Cloud CX (formerly Genesys Cloud) starts at $75.

What is Genesys Cloud CX (formerly Genesys Cloud)'s best feature?

Reviewers rate Click-to-call (CTC) highest, with a score of 9.5.

Who uses Genesys Cloud CX (formerly Genesys Cloud)?

The most common users of Genesys Cloud CX (formerly Genesys Cloud) are from Mid-sized Companies (51-1,000 employees) and the Telecommunications industry.

Reviews

(1-25 of 256)
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Score 6 out of 10
Vetted Review
Verified User
Review Source
For an org that has a worldwide customer contact center, Genesys Cloud CX can help and grow your business. As we only use voice today and I understand that we have some major improvements to do, we lack communication regarding updates and new features, which often pops up with little or no information.
Jason Neton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller
Review Source
Genesys Cloud CX is a well-suited solution for any business as it is flexible and a leader in the contact center space. The way that WFM functions and QM are built into the product really separates it from others in the field that bolt-on technology from other vendors. However, with the App Foundry, Genesys Cloud CX has an appreciation that there are other well-suited complementary technologies that Genesys recognizes are perfect fits to integrate into Genesys Cloud CX. Salesforce integration is one, as well as integrating with Teams and Zoom to facilitate meeting platforms.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud CX is an easy product to use, once you get to use it frequently. Genesys Cloud CX is well suited for Inbound and Outbound calls, customers can be easily routed to the desired queue (Support/Sales/Marketing...) or you can use it internally for communication between your employees. You can use it for Web chat, Web messenger, and use the automated bots on your website which can then lead to the appropriate department for human interaction.
Faith Borst | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud gives us the ability to ask our customers for feedback in a meaningful way, report and quantify the input, and provide ROI metrics to the business. So our solution is moving away from ServiceNow and Salesforce and going to Genesys/ Jira Service Management. The Genesys platform is much easier for our agents to navigate and provides information to the agent upfront. Instead of our agents having to dig for the data every time through an extensive knowledge base. The solution will aid in first-call resolution and quicker turn times.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud CX is well suited for any contact center looking to improve their CX experience using voice and use insightful metrics to improve the experience. Cannot think of a scenario where it is less appropriate. It is also suited for organizations that want their Agents to leverage a contact center in Salesforce and use MS Teams for PBX. Very well suited for skills based agent routing and expanding agent pools based on call volume using bullseye routing.
Nowshad Sheik | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesy Cloud [(formerly PureCloud)] is simple to use and is best suited for the companies that don't want to invest more on on-premise hardware/software and ready to run business from day one. Minimal effort from the technology standpoint of view and less costs on the resources required for maintenance. Once the Genesys Cloud is fully functional with the organization there will be less chances for error which caused due to high maintenance of on premise environment.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud CX is well suited for medium to large companies that would like a system with multiple abilities and functionalities. It should be known that the customer will be part of the developmental process and the customer should be prepared to help build and customize the system to fit specific needs. The customer should also be prepared to work on said improvements even after initial implementation.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Call management is key - and I love the active live view of the call queue and reps on and active live time of activities. It excels in giving broad-based access to performance metrics individually and in a way that is healthy competition-wise as well. It should have more flexibility with scheduling so if breaks or lunches or nontraditional it should not cause issues with reporting or have to be scheduled in a way that is not accurate. It would do to have more tutorials on the various amounts of tools for end-users - and I do not see those readily available. I am sure there is functionality that I could use as an end-user to self-manage even if my supervisors or the teams are not taking advantage of any features.
Henry Svendblad | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Better suited for a high growth distributed organization with the ability to leverage their well-documented APIs and third-party integrations. An organization looking to provide the most modern and powerful customer experiences across all communication channels.
Rodrigo Avila | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud is perfectly suited to a large contact center environment, when integrations are essential and reports and operations must always be available. When the work environment is highly variable, since it is possible to resize the resources according to the needs in a very short period of time. On the other hand, on applications where the change is not so frequent, and the operation for the end user should be as simple as possible, Genesys Cloud is not the best solution, this is the case of corporate telephony for basic users.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud CX is very user-friendly for the end-user experience. It is easy to follow and each step is clear and natural. The difficulty that can happen is that there are so many options to run reports that it can make filtering tricky
Score 9 out of 10
Vetted Review
Reseller
Review Source
Genesys Cloud CX is well suited for all business types, regardless of the number of users and/or functions required. The ability to flex functions based on role, division, or queue membership means that all businesses are able to leverage the best of Genesys Cloud capabilities. You can deploy as a fully integrated IVR structure, including voice to digital transit, data dips from CRM solutions, or simply add a user, allocate a phone number, and start making calls within a few minutes. I have yet to see a scenario where Genesys Cloud could not be used or is less appropriate.
Dale Paustian | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud CX is a highly integrated and configurable platform. So if you are looking for something easy to install, configure to your needs, scalable and sustainable for growth, this product is packed with current and ever-growing features and a competitive price.
Heather Rauch | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
For my organization's purpose, Genesys Cloud CX has been amazing! We now have real-time insights that were not previously available. By setting alerts on our max queue wait times, we are able to mitigate long waits before they happen. We have also been able to integrate several of our other systems including our claims processor's API to pull the relevant patient information into the agent scripts prior to answering calls. This provides the agents with information that is timely and pertinent. I have not yet found a situation that can't be handled within the framework provided.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Problems happen with any system. When a user or multiple users have an issue with a particular web browser, you might need to pull the console logs from that browser for the Genesys support team. This is not difficult, but Genesys makes it even easier with their resource center guides.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys offers a wide variety of telephony solutions like inbound and outbound calling, outbound dialer, call quality, workforce management, just to name a few. The system however seems to be in its early stages and is missing some basic functionality. The fact that we cannot see year to date data in the system is troublesome and some of the missing components in the workforce suite make it a bit more manual that we like, but they are working on enhancements and have been receptive to our feedback and needs.
Score 10 out of 10
Vetted Review
Reseller
Review Source
Genesys Cloud CX is the best-in-class and quickest in terms of setup and deployment Customer Experience Suite I have observed in the market. With is built-in capabilities and regular updates and a versatile App marketplace make it the leader in its class. Genesys Cloud CX has gone ahead in its shape what it is today since its inception which makes Genesys strive towards continuous improvement to reach this product to almost all industry bases across the globe.
Harley Breth | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud works well for our organization overall. Although the hindsight of customized reporting is not there just yet, we know that the main priority and importance is what's happening currently: the insight into the current calls happening now. Genesys Cloud provides a rich lens into what's happening now across all our posts and work-spaces. A team lead or manager can zoom out, and also drill-down in the queue activity views, performance views, etc., to find out what's happening on all phone calls in great detail. High-level flexibility is provided to the admin as well, with the functionality of the architect for creating call flows. Nearly everything you imagine happening on your phone calls can happen.