Starting at $75 per month (billed annually) per user
View Pricing 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.
Learn from top reviewers
How Genesys Cloud CX Differs From Its Competitors
Awards
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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
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
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Features
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Product Details
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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.
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
Genesys Cloud CX Integrations
Genesys Cloud CX Competitors
Genesys Cloud CX Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android |
Supported Countries | Canada, 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 Languages | Arabic, 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.
Reviewers rate Warm transfer and Recording highest, with a score of 8.9.
The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
Comparisons
Compare with
Reviews From Top Reviewers
(1-5 of 40)
Genesys Cloud CX Search - Enterprise Movida
Rating: 9 out of 10
July 06, 2025
Hd
Vetted Review
Verified User
3 years of experience
5
Coordenador, Supervisor e Analistas.
Great CCAAS solution that works great
Rating: 10 out of 10
May 15, 2025
NA
Vetted Review
Verified User
5 years of experience
19
Supporting Genesys Cloud CX requires a diverse range of skills and experience, encompassing technical expertise, business acumen, and strong interpersonal skills. Key roles include Infrastructure Experts, Project Managers, Genesys Cloud Administrators, Genesys Cloud Developers, and Customer Success Managers. These roles require skills in areas like network infrastructure, project management, system administration, software development, and customer relationship management.
Close your sales calls effectively
Rating: 10 out of 10
July 03, 2025
RM
Vetted Review
Verified User
1 year of experience
2
The software is very user friendly. It took an hour for the whole team to learn how to use the product. The ability to prioritize lead helps us focus on high value leads. Documenting calls and redirecting calls to correct sales rep in between calls is an added benefit for us.
ITNAVPro
Rating: 9 out of 10
May 25, 2025
Vetted Review
Verified User
1 year of experience
5
For supporting our customers
Great system for managing contact center environment
Rating: 10 out of 10
November 22, 2024
AS
Vetted Review
Verified User
1 year of experience
2
The types of people required to support need a good understanding of call routing, to include ACD, email, chat and SMS routing. Programming knowledge is helpful but not required to be able to use Architect for Genesys to be able to create the various flows for your organization. Also a good understanding of Contact center operations is helpful.