Genesys Cloud CX

Genesys Cloud CX
Formerly Genesys Cloud

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.5 out of 100
Top Rated
Genesys Cloud CX


Recent Reviews


10 out of 10
June 22, 2022
We are the system integration company for CC and telephony systems. We want to implement the Genesys Cloud to our customers. Now, we are …
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Great for worldwide orgs

6 out of 10
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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Popular Features

View all 22 features
  • Recording (228)
  • Agent dashboard (244)
  • Warm transfer (238)
  • Call tracking (235)

Reviewer Pros & Cons

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Video Reviews

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Genesys Cloud CX 1


On Premise
Per User Per Month

Genesys Cloud CX 2


On Premise
Per User Per Month

Genesys Cloud CX 3


On Premise
Per User Per Month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visit


  • 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


Workforce Optimization (WFO)


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.

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 make it easy to find the right person in your organizationScreenshot of Agents can see the activities in their queue in this easy to use dashboardScreenshot of Contact center managers are able to quickly get a view on key metrics in this dashboardScreenshot of Call Center Co-browsing capabilities built-in

Genesys Cloud CX Video

Genesys Cloud Overview

Genesys Cloud CX Integrations

Genesys Cloud CX Competitors

Genesys Cloud CX Technical Details

Deployment TypesOn-premise
Operating SystemsWindows, Mac
Mobile ApplicationApple 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.

Five9, NICE CXone, and Talkdesk are common alternatives for Genesys Cloud CX.

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.


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(1-24 of 24)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
The tool comes in form of desktop client, server installs and web-based client. Desktop client and Server install need some features and setup by the admin teams while web-based client is managed by Genesys on its own meaning there's no management needed from offline groups within the company. Most issues are resolved by using standard FAQs.
Harley Breth | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Supporting and maintaining your infrastructure on Genesys Cloud can be possible with just a few/several people if you have a small Organization. If very small, it would even be possible with just 1-2 people, if you are familiar enough. My recommendation is to get with a Genesys team from the beginning; get some training in their Beyond knowledgebase and then go with their guidance throughout.
Score 10 out of 10
Vetted Review
Review Source
Well, to support Genesys Cloud, you need software/network engineers to support the EDGEs and the platform. Of course it is based on the level of support that you want to give. You need developers only if you have integrations with data actions which are mandatory for support. For integrations, you should have json skills, rest api skills and some js.
March 13, 2021

Genesys Cloud Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
We have a small team to support the solution, but we use integrators services to extend our in-house capabilities to ensure the portfolio compliance and the Business Service level agreements.
Score 8 out of 10
Vetted Review
Verified User
Review Source
As technical analysts, we learned Genesys Cloud (formerly PureCloud) on the fly. We have an in-house expert and a telephony expert who have helped teach us some of the more complex areas of the system. A strong technical person with good troubleshooting skills should have no issues picking up on supporting this product.
January 28, 2020

Contented PureCloud User

Score 8 out of 10
Vetted Review
Verified User
Review Source
The only mandatory requirement is a telecom professional. Three of the in people supporting users in Genesys Cloud are managers within the Technical Support group. They have no background in telecommunications, but have experience using other IVR/ACD systems.