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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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Learn from top reviewers

Genesys Engage to Genesys Cloud CX

Rating: 8 out of 10
December 12, 2024
IncentivizedVetted ReviewVerified User
Our contact center utilizes Genesys Cloud CX for voice and digital interactions. It addresses our telephony and most digital needs. Its flexibility and scalability allow us to...
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Verified user
Analyst
Genesys Cloud CX4 years of experience

Genesys implementation.

Rating: 9 out of 10
November 26, 2024
IncentivizedVetted ReviewVerified User
We have implemented Genesys to achieve goals such as improving the metrics of the communication channels since Genesys works very well applying priority rules between differen...
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Verified user
Administrator
Genesys Cloud CX1 year of experience

Great system for managing contact center environment

Rating: 10 out of 10
November 22, 2024
IncentivizedVetted ReviewVerified User
We use it for our Admissions, Promotions and Business Office. Before Genesys, we had no measurable way to track productivity or measure quality assurance. Genesys has helped u...
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Andrew Saltonstall
Technician - Information Technology
Telecom Technician
Pensacola Christian College
Genesys Cloud CX1 year of experience

Nothing Cloudy here!!!! Pure sunshine

Rating: 10 out of 10
October 11, 2024
Vetted ReviewVerified User
We use Genesys Cloud to manage omnichannel customer interactions including Voice, email, SMS, Chat and Social media to ensure a seamless and unified experience. Our main focus...
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Matthew Calton
Manager - Information Technology
Communications Manager
Grove & Dean Ltd.
Genesys Cloud CX2 years of experience

Genesys Cloud CX in Contact Center

Rating: 9 out of 10
October 2, 2024
Vetted ReviewVerified User
Genesys Cloud CX is able to help us improve our IVRS for voice calls and chatbots for non-voice. We have started updating our chatbot Knowledge Base to improve the AI of our c...
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Rafael Redillas
Manager - Customer Service
Project Manger
Security Bank
Genesys Cloud CX5 years of experience
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How Genesys Cloud CX Differs From Its Competitors

CX Automation Performance

Knowledge management plays a critical role in enhancing self-service and automation within Genesys Cloud by ensuring that customers can access accurate and relevant information quickly and independently. Through a well-structured knowledge base, customers can find answers to common questions …
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Migration Experience

Migrating to Genesys Cloud was relatively seamless due to its cloud-based AI-driven tools, which streamlined data transfer from legacy systems. The platform’s intuitive migration process allowed us to import customer data, interaction history, and workflows with minimal disruption. Its scalability …
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Migration Experience

This is handled by a different group from network infrastructure. I can only say that we are at ease with the current setup that they have. There are facets in the business which are assigned to specific groups to manage. Our user experience improved as our CRM has been integrated.
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CX Automation Performance

As a company, we are not utilizing the centralized knowledge base as a whole. I do see a value in this option and it may be something we utilize more in the future, but I cannot speak to this specifically at this time. I can see value in having knowledge articles available and integrated into your …
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Migration Experience

We migrated from Genesys Engage to Genesys Cloud CX and even though it was within Genesys it was still a large project to undertake. For our smaller divisions that do not utilize email we had a very positive experience in the cut over. However, the larger groups who utilized voicemail, email, and …
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CX Automation Performance

Most of the interactions we handle at Genesys are voice calls. Therefore, we have several applications created in our IVRs that allow the user to obtain information without being attended to by a human agent. The knowledge base created is used to make decisions based on what customers ask most.
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Migration Experience

Genesys is easy to implement by taking the necessary courses and placing them in the correct order. This lets you have a complete idea of the platform before migrating to Genesys CX. Regarding the customer experience, they were not affected by this migration since it was almost transparent for them.
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CX Automation Performance

We have just started to try out the knowledge management aspect of the platform. We aren't quite there yet but we are very excited to incorporate the knowledge bases as a base for our AI tools to be able to give customer an accurate and efficient self-service tool that they can use at their …
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Migration Experience

It's great because it has removed the need to upgrade hardware or even software in for the process of migration and even keeping up with the platform. No need to make any further investments and it's a great way to keep cost down. In turn that makes this investment more worthwhile.
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CX Automation Performance

We invest in comprehensive training programs and detailed documentation for our staff to ensure they can efficiently manage and update the knowledge base internally. This ongoing education ensures that the information provided to customers through automated and self-service channels is accurate …
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Migration Experience

Genesys Cloud CX provides an intuitive and user-friendly interface that simplifies the migration process. Whether you are migrating a small dataset or a comprehensive one, the platform's step-by-step guides and built-in tools help streamline the process. This ease of use minimizes the need for …
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CX Automation Performance

While our current business workflows don't have self-service for customers, they support employee self-service. Automation workflows allow knowledge articles to be associated with specific customers, making it much easier to fulfill their responsibilities and improve customer experience.
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CX Automation Performance

We are using Genesys Cloud CX's automation capabilities to streamline the customer experience and make it easier for them to work with our customer support agents and reach a satisfying resolution to their problems and concerns. Automation reduces the workload of our support agents and helps them …
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Migration Experience

We are currently in the process of training the AI so that when it comes time to migrate the data, it will be able to do so accurately and efficiently. We are excited about the Genesys AI capabilities and foresee it being a huge asset to our organization and facilitating our data migration.
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CX Automation Performance

With the new co-pilot feature, Genesys Cloud CX can recommend knowledge base articles that we have setup that go along with what is happening on the call, allowing our advocates to maximize their time when interacting with our patients. We also allow the patients to authenticate their accounts …
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CX Automation Performance

By providing a centralized repository of information and making it easily accessible to customers, knowledge management systems can help to reduce the need for human intervention and support automation and self-service.
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Migration Experience

I was not a part of the integration of Genesys so I can't speak on that, but its scalability is vast, and its ease of use is matched with its resource center and step-by-step assistance with support.
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Migration Experience

We migrated from an onprem Avaya Contact Center elite platform to Genesys cloud with ease, the system was setup like for like and the ability to switch features on and trial functions on CX3 license level with no additional costs was an added bonus
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CX Automation Performance

Currently, our organization uses the Genesys Cloud CX knowledge management capabilities to enable Agent Assist for our employees. This feature has allowed us to reduce average handle times and assist in the onboarding of new agents. Our agents appreciate this feature that makes doing their job …
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Migration Experience

The transition to this platform is seamless, allowing for cost savings and improved team collaboration. It supports business growth without sacrificing service quality. The customer experience is elevated through unified communication channels, leading to better engagement, higher resolution …
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CX Automation Performance

Understanding how Genesys Cloud CX works helps leaders relay important information to its team members, especially in terms of agent performance. Knowing how Genesys Cloud CX function allows agents to make their interactions much more faster and reporting is easy to read and understand. That is …
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Migration Experience

Because Genesys Cloud CX is supported by AI, it allows users to have an easy to use communication tool that is built to respond to customer queries and then routes end-users to support when addressing complex questions. Genesys Cloud CX makes migration easy and provides room for scalability, which …
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CX Automation Performance

Right now, we are beginning to implement self-service channels such as collection bots, in which the client can call to reach a payment agreement within the allowed margin, depending on the delay fees. We also have self-service channels for customer service, where the client can call to track an …
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CX Automation Performance

Genesys is been a great tool to get implemented on our everyday operation for customer support. now we are exploring on AI utilization on our ivr and self service options to facilitated interactions with customers and savings on staffing and contact volume.
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Migration Experience

we are exploring the options on ai to see self service, auto ivr routing and more accurate information to customer. We been seen a lot communication on AI and CX to incorporate - we are doing a lot planning to ensure we can see improvements.
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CX Automation Performance

The knowledge base in Genesys Cloud is really easy to setup and maintain. The dashboard give all the insight we need into which articles are being used and by who. We were able to replace our static FAQ page and build a dynamic Support page relative to the most current issues.
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Migration Experience

We were able to migrate from on premise to Genesys Cloud within 30 days. We have fully migrated from our three systems (phone, email and chat) within 60 days. Now we can manage all our channels in a central location saving supervisor time. Agents could now move freely from channel to channel when …
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Migration Experience

Migrating to Genesys Cloud has significantly enhanced our contact centre operations via its ease of use and scalability. Genesys AI facilitated a smooth data migration and enabled efficient omnichannel integration.
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CX Automation Performance

It largely depends on the service provider, but so far, we’ve had quite a positive experience. Genesys Cloud CX and its partners have always been very generous and willing to support us with training. The self-help resources and available reference material are also quite comprehensive. In terms …
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Migration Experience

We haven't had much opportunity to scale to tools or modules with more advanced AI use yet. However, I’m aware of and have seen the possibilities, and I know they are very interesting and well-established in the market. Additionally, the fact that the tool is so scalable and modular makes these …
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CX Automation Performance

Currently our company uses mostly APIs to automate services. We utilize Genesys's reports to understand that sections of our IVR in which the customers have a higher contact rate, and that analize if and how we can apply APIs to those paths to create more self service options, preventing transfers …
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Migration Experience

Migrating to Genesys Cloud CX offers ease of use and scalability due to its cloud-based AI capabilities. The platform streamlines data migration processes, making it straightforward to transfer customer information and operational data seamlessly. This transition not only enhances operational …
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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

Video Reviews

12 videos

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[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
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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
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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 8.3

Workforce Optimization (WFO)

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

8
Avg 8.1
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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 ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance

Genesys Cloud CX Integrations

Genesys Cloud CX Competitors

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 8.7.

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

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Reviews From Top Reviewers

View all reviews
(1-5 of 437)

Great system for managing contact center environment

Rating: 10 out of 10
Incentivized
November 22, 2024
AS
Andrew Saltonstall
Telecom Technician
Pensacola Christian College (Higher Education, 1001-5000 employees)
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
View profile
Likelihood to Recommend
Genesys cloud is very well suited for a multi menu IVR with agents waiting in queue to take calls. Features such as Agentless campaigns, Callback options, and SMS campaigns make it useful in a Contact center environment. It's less than ideal for someone who wants to use it as just a non-ACD phone.

Nothing Cloudy here!!!! Pure sunshine

Rating: 10 out of 10
October 11, 2024
MC
Matthew Calton
Communications Manager
Grove & Dean Ltd. (Financial Services, 51-200 employees)
Vetted Review
Verified User
Genesys Cloud CX
2 years of experience
View profile
Likelihood to Recommend
Well suited scenarios: Omnichannel Contact centres - Genesys Cloud CX excels in environments where managing multiple customer channels—voice, chat, email, and social media—is essential. It provides a unified interface, allowing agents to efficiently handle various interactions, improving response times and customer satisfaction. High Volume Contact Centres - For large organisations handling thousands of daily interactions, the platform’s scalability, AI-driven routing, and workforce management tools are invaluable in maintaining efficiency and service quality. Remote Hybrid Teams - Its cloud-based infrastructure and support for remote work ensure that teams can operate from anywhere, providing operational flexibility and business continuity.
Less appropriate Scenarios: Small Business with Basic Needs - The platform may be overkill for small teams with limited customer interactions, as the pricing and feature set can be more than what’s necessary, making it an expensive option for basic needs. Limited Budgets - For organisations with tight budgets, the cost of premium features and scaling can become prohibitive, especially if advanced functionalities like AI-driven bots or analytics are needed but not fully utilised.

Genesys Cloud CX in Contact Center

Rating: 9 out of 10
October 02, 2024
RR
Rafael Redillas
Project Manger
Security Bank (Banking, 5001-10,000 employees)
Vetted Review
Verified User
Genesys Cloud CX
5 years of experience
View profile
Likelihood to Recommend
Genesys Cloud CX has been a reliable partner for years. Our implementation of IVRS changes made significant outcomes on both customer and agent experience. We have seen in our data the call diversions from our IVRS changes which means lesser calls for our agents and therefore results to manpower savings in terms of work hours. These data were presented to our leaders with recognition.

Genesys Engage to Genesys Cloud CX

Rating: 8 out of 10
Incentivized
December 12, 2024
Verified User
Analyst in Information Technology
Consumer Services Company, 5001-10,000 employees
Vetted Review
Verified User
Genesys Cloud CX
4 years of experience
Likelihood to Recommend
With telephony, I believe that Genesys Cloud CX is ahead of its class and can provide a streamlined approach to call routing and efficiency. I believe that the platform is more than capable in handling telephony services for operations. The reporting and line of sight to real time reporting is also impressive. Having that type of availability to supervisors can be game changing. However, the email and workitems use cases are very far behind. If your business relies on email then it will need to come up with out of the box solutions for everyday use.

Genesys implementation.

Rating: 9 out of 10
Incentivized
November 26, 2024
Verified User
Administrator in Information Technology
Telecommunications Company, 501-1000 employees
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
Likelihood to Recommend
Genesys CX is well-suited for voice solutions, including advanced IVR features, great voice prompt management, and great architecture in general. CX for contact center agents is better than other solutions. However, it is less appropriate for social networks and email management. For these channels, it is recommended that some other integrations, like email centers, be used to manage email.
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