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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.

8.2
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

(674)

Attribute Ratings

Reviews

(1-25 of 406)
Companies can't remove reviews or game the system. Here's why
Rajiv Menon | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
For a sales rep who is handling international market, i feel this tool is the best way to connect to customers, there are no major issues while using this app.

But i would say same cannot be said for reps handling their home market, as making calls by a normal phone would be much easier.
January 10, 2024

Genesys Cloud CX Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
If they want it as the stand alone, I would recommend it all day every day. If they want to integrate with Salesforce, I'd tell them to think about it, and not want anything overly complicated. It just really sucks to always be behind the curve of everyone else on the same platform. I heard this same issue voiced to at the conference in COsta Mesa, and it was said that Salesforce will always be at minimum 6 months behind on features. Also, skill based routing needs work. If there is anticipation of the call transferring to a new agent, skills don't strip. So if a Customer Service rep gets a call for sales, they can't transfer the call without holding on to the skills applied to the call already, which no one in Sales would have. We had to build a custom script to make it work.
Ellen Caroline Murphy Dixon | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
With this tool, each organization will be creating, innovating and scaling positively, so you will see excellent results in terms of money. All reports from the cloud are very efficient, with an exceptional status. It has good functions that are easy to use, with constant updates. It has a technical team always ready to help you when needed.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
People are moving out of legacy on-prem to a modern, more secure cloud. Human-like conversations, as opposed to press 1 to do this, press 2 to do this, have become obsolete. No one wants to wait 2-3 minutes navigating preset queries to get to what they need in any company.
September 29, 2023

Genesys Cloud CX Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
September 29, 2023

Genesys Cloud CX Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I think for us managing those inbound contacts, it's been really easy to scale it up and up and up. So we've got inbound voice, email, web messenger bots, and we've done that all in two and a half years. It's been really easy for us just to kind of keep growing and keep improving those services that we offer.
September 29, 2023

Genesys Cloud CX Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is well suited for our business, as we have the flexibility and the tools to give the best solutions to, or the best answers to, our customers. Where it's not so well suited is for very large teams. When you have more than two or three agents and with lots of complexity, sometimes UI is not.
September 29, 2023

Genesys Cloud CX Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
As I mentioned, this product is well suited for customers who don't want to actually deal with any of the maintenance that is involved. Even using virtual machines is out of the picture now, so we don't have to deal with any of the hardware and data centers. So it's well suited for customers who want to move away from that. I think this tool has the power to give our business users more opportunity to actually get into the product and actually do things on their own without actually depending upon the development team to actually get things out the door. They could actually do it by themselves because it is much easier. Areas of improvement? I think, like I said, permissions. The business still has to come to us to apply for permissions because of the fear that they might actually do something they're not supposed to. So that's one area of improvement.
September 29, 2023

Genesys Cloud CX Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I'm really happy with Genesys, how it’s really easy to use. Without really having to deploy a big technology project, we have very important functionalities in customer service. For example, I'm thinking of Work Force Management, WFO. It's really important to be able to use this kind of technology.
September 29, 2023

Genesys Cloud CX Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
I don't think it makes much sense to give Genesys to my business users, but it’s useful for people who aren't in the call center. In the telephone system, you always have people calling business users and call center users. If we were on an old phone system where everyone had a phone on their desk, we would move to Genesys. Maybe it's not a good idea to give Genesys to people in administration, finance, or reception. Perhaps that's not where Genesys works best.

For call centers, for example, it's perfect. What we did was provide telephones in Teams for people in business and admin. Then, the whole call center team went on Genesys. Obviously, everyone talks to each other via Teams anyway, and there are fewer and fewer phone conversations. Where I think it really stands out is in terms of the call center. It's wonderful, but I don't think it's worth having a license, not a top license for an administrative type user. What's more, over time, we're seeing that fewer and fewer interactions are taking place via calls. Not for the call center, of course. When business comes in, calls go through the call center, so it's vital to have these as voice conversations. But in administration, finance, or accounting, we don't really need to call each other anymore.
September 29, 2023

Genesys Cloud CX Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Right now we use it for the outbound prospecting. That's really been key for us and how we've been doing that. I would say the scenarios in which we haven't yet are eventually going to be transitioning to using it company-wide. It's just to everybody's calls. But I think part of the struggle with that is how do we do that and give people the access we've given them to it while still maybe keeping certain calls for security purposes excluded. I guess that would be the one that I would say is not the exact fit.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
they should ask industry professionals and end users prior deploying so that it will not create a expectation that is not deliverable but critical to the end user. Prior the demo of the product, requirements has been provided and this creates expectations to deliver the requirements.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Very good ACD system with specific flow control. Good with channels other than voice. Real-time reporting via Workspace is good. Good integration with other CRM systems to centralize user experience. Speech recognition could use some improvement and transcription.
August 01, 2023

Review.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Well suited because it is an all-in-one solution where we can put the entire enterprise on the system. Previously we had about four different phone systems. Another thing is how well it integrates with other systems/services.
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