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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 Cloud CX Search - Enterprise Movida

Rating: 9 out of 10
July 6, 2025
IncentivizedVetted ReviewVerified User
I am a daily user of Genesys Cloud CX I manage our operations through it.It has greatly improved our customer experience, but it could be even better if Support were faster.On...
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Henrique de Jesus Pedroso
Manager - Information Technology
Coordenador de Sistemas
Movida Locação de Carros
Genesys Cloud CX3 years of experience
Verified on LinkedIn

appropriate use

Rating: 10 out of 10
July 5, 2025
IncentivizedVetted ReviewVerified User
We use Genesys Cloud CX as a versatile contact center tool that allows us to address various operational needs, such as: Appointment confirmations Database sweeps for the co...
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Duwar Rippe
Employee - Customer Service
Analityc
Informaton Systems
Genesys Cloud CX3 years of experience

Exploring the Stability and Efficiency of Genesys Cloud Support

Rating: 9 out of 10
June 10, 2025
IncentivizedVetted ReviewVerified User
We use Genesys Cloud CX as our main (and unique) contact center solution for dealing with voice calls, both inbound and outbound. Genesys Cloud CX handles our Interactive Voic...
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Victor Circelli
Engineer - Information Technology
Telecom Administrator
Didi Chuxing / 99
Genesys Cloud CX3 years of experience

Optimizing Intelligence

Rating: 9 out of 10
May 17, 2025
Vetted ReviewVerified User
Genesys Cloud CX is primarily used in our Contact Center, Customer Service, and collections and other smallers lines of business leveraging inbound, outbound campaign callback...
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Stamatios Papadatos
Executive - Information Technology
SVP contact center technology
M&T Bank
Genesys Cloud CX4 years of experience

Great CCAAS solution that works great

Rating: 10 out of 10
May 15, 2025
Vetted ReviewVerified User
Genesys Cloud CX is used as the primary contact center solution for call routing and self service. Also used for monitoring throughout the day and also as WFM and reporting so...
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Nafees Anwar
Manager - Information Technology
Master Software Engineer
M&T Bank
Genesys Cloud CX5 years of experience
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How Genesys Cloud CX Differs From Its Competitors

CX Automation Performance

Because of business decisions we don't really use a lot of automation capabilites present on Genesys Cloud CX tool. My desire as administrator would be to use ebery bit of capability, but not always the business wants to use it. Our mission is to show the business the advantages and convince them …
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Migration Experience

Unfortunately I was not present when Genesys Cloud CX was implemented on our company, but I heard from my colleagues that it was a great transition. We used to use a small company solution, so the migration to Genesys Cloud CX was a really good thing for all the people involved on it as we had a …
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CX Automation Performance

Knowledge management is key to effective self-service and automation in Genesys Cloud CX. It provides consistent, up-to-date answers to bots and digital channels, enhancing the customer experience, reducing agent workload, and enabling fast, autonomous issue resolution
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Migration Experience

BYOC model allows flexibility to scale services as long as solutioned with burstable carrier network connection enabling spikes in customers volume to be accommodated with degradation in availability in bandwidth.
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Migration Experience

With easy to use interface we are able to better manage the system. We were slow in migration for our own reason but it was a smooth process providing our callers/customers NLU capabilities which we did not have before. Also selfservice capabilities were expanded. We were also able to streamline …
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CX Automation Performance

Identifying opportunities in the data in the interaction of all customers and also individually. With this data, CX, EX, UX, Service and Product teams can study behaviors and business processes in order to identify opportunities, adjust service scripts, business processes, products, carry out …
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Migration Experience

AI simplifies complex processes and reduces the effort involved in analyzing large amounts of data. Adopting AI as a co-pilot for analysts and managers who use it, deepening and expanding the analysis of large volumes of data, increases the knowledge of decision-makers, enabling data-based actions …
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CX Automation Performance

With the inclusion of Genesys Cloud CX at [...], we were able to give out contact numbers along with our extension number to customers, via email or voicemail, but if the customers called me at a time when I was on another call they would be get connected to the next best agent who is free, this …
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Migration Experience

Migration to Genesys Cloud CX was pretty easy. THe tool was very easy to use and we could easily train new employees. THe user experience was became much better once we started using Genesys Cloud CX, previouslt there were many that were either not connected or the reciever couldn't hear our voice …
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CX Automation Performance

This feature is great and will definitely help the operator's day-to-day! With Genesys Cloud CX, we can integrate with other applications with extreme ease, as it is a SaaS solution and also has a very intuitive platform, which makes the day-to-day life of operators and especially customers much …
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Migration Experience

The greatest practicality is the gain in implementation time, not depending on robust local infrastructure, greatly optimizing operational costs, with a few clicks we can configure a service queue, routing flows, including placing customized flows consuming native Data Tables of the environment …
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Migration Experience

TTS has made the user experience simpler as we can adapt the messaging and simplify it where needed. Our previous system only allowed for recorded messaging which took a lot of time to convey info. Since moving to Genesys Cloud CX we are able to adapt and control customer satisfaction more simply.
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CX Automation Performance

In general, it's a good solution,
But, some of our customers told us that there is no "very important "functionality" (like "agent call flow" that will give the agent "what to say" according to the customer response) and what they have in other "Knowledge Management" products.
From our point of …
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Migration Experience

Sometimes it's not simple,
When we are moving the customer from any "local" product, and the customer wants the "new" system to"work" exactly as the "old" system.
In addition to the "problem" with the new "product logic", we have the problems with "RTL" support and "Hebrew language"
About GUI of the …
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CX Automation Performance

We use Knowledge for Back Office functions with Work Items Automation. We use it less for customer facing functions but we are planning to use AI capabilities in relation to Knowledge for Agent Assist functionality as well as for management of FAQs across all the brands' websites. We also plan to …
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Migration Experience

There's improvement needed on this front. There's no unified automated way to migrate data from multiple platforms/vendors and it's specially harder for migrations from on-premise environments.
It's not an AI problem, it's rather an integration problem and a problem of data hierarchy alignment …
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CX Automation Performance

Genesys KM ensures that all customer-facing channels—like chatbots, IVRs, agent desktops, and self-service portals—pull from the same source of truth. This consistency:Reduces misinformationImproves customer trustSpeeds up issue resolutionPowering AI and Bots for AutomationGenesys integrates its …
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Migration Experience

This has made the data migration process pretty simple. The scalability as well is far more seamless than when we were on Prem.

We can now seamlessly scale when we require to or when traffic increases.

This was one of our main drivers to move to Genesys CX and we are getting what we wanted.
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CX Automation Performance

Some of our customers would do their research on the Resource center website before engaging with out Support team, but most contact us right away. It would be greatly beneficial for both, our customers and our Support team if there was more video content with step by step setup or troubleshooting …
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CX Automation Performance

We are just starting to explore and develop self-service channels, so not too much to offer on that.<br>We have used Genesys automation to vastly improve customer communication and reliability, and provide far greater insight into customer actions and responses.
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Migration Experience

Our migration to Genesys Cloud CX was seamless and went as smoothly as it possibly could. With the help of the Genesys implementation team we were able to coordinate the migration with virtually zero service interruption. This included the migration of production communication lines and channels. …
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Migration Experience

AI capabilities are enabling customers to get quick answers to basic questions and helping agents to focus on more complex queries. The service centre management team are benefitting from more analytical tools to help them better organise their workforce.
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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

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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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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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

View Playlist
[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

View all 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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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.

8.3
Avg 8.3

Workforce Optimization (WFO)

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

8.3
Avg 8.2
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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 8.9.

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 40)

Great CCAAS solution that works great

Rating: 10 out of 10
May 15, 2025
NA
Nafees Anwar
Master Software Engineer
M&T Bank (Financial Services, 10,001+ employees)
Vetted Review
Verified User
Genesys Cloud CX
5 years of experience
View profile
Support Headcount Required
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
Incentivized
July 03, 2025
RM
Rajiv Menon
Sales Development Representative
Sophos (Computer & Network Security, 1001-5000 employees)
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
View profile
Support Headcount Required
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
Incentivized
May 25, 2025
Verified User
Engineer in Other
Information Technology & Services Company, 11-50 employees
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
Support Headcount Required
5
For supporting our customers

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
Support Headcount Required
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.
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