Genesys Cloud CX (formerly Genesys Cloud) Reviews

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Score 7.9 out of 100

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Reviews (1-3 of 3)

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July 24, 2019
James Riley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source

Online Training

8
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
Read James Riley's full review

Feature Scorecard Summary

Agent dashboard (204)
8.5
Validate callers (184)
7.7
Outbound response (168)
8.0
Call forwarding (184)
8.4
Click-to-call (CTC) (146)
8.9
Warm transfer (199)
8.8
Predictive dialing (124)
6.7
Interactive voice response (164)
8.5
REST APIs (138)
8.5
Call scripts (149)
8.5
Call tracking (199)
8.7
Multichannel integration (151)
8.2
CRM software integration (147)
7.6
Inbound call routing (188)
8.7
Omnichannel inbound routing (144)
8.4
Recording (190)
8.7
Quality management (177)
8.1
Call analytics (180)
8.5
Historical reporting (189)
8.1
Live reporting (185)
8.2
Customer surveys (106)
6.7
Customer interaction analytics (133)
7.5

What is Genesys Cloud CX (formerly Genesys Cloud)?

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.
Categories:  Collaboration,  VoIP,  Contact Center

Genesys Cloud CX (formerly Genesys Cloud) Features

Contact Center Software Features

Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Has featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Has featureCommunications forecasting

Workforce Optimization (WFO) Features

Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Has featureLive reporting
Has featureCustomer surveys
Has featureCustomer interaction analytics

Omnichannel support Features

Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Has featureLive chat channel
Has featureCo-browse
Has featureScreen-share
Has featureSocial media channels
Has featureMobile applications

Predictive Analytics Features

Has featureIntelligent call routing
Has featureChatbots
Additional Features
Has featureVoice Routing
Has featureWeb Chat
Has featureEmail Response
Has featureSMS
Has featureSocial Listening
Has featureUnified Communications
Has featureSoftphone
Has featureWorkforce Scheduling

Genesys Cloud CX (formerly Genesys Cloud) Screenshots

Genesys Cloud CX (formerly Genesys Cloud) Video

Genesys Cloud Overview

Genesys Cloud CX (formerly Genesys Cloud) Integrations

Zendesk Support Suite, Salesforce, SAP, Oracle, Microsoft, Teleopti, Verint

Genesys Cloud CX (formerly Genesys Cloud) Competitors

Genesys Cloud CX (formerly Genesys Cloud) Pricing

Starting Price: $75

  • Does not have featureFree Trial Available?No
  • Does not have featureFree or Freemium Version Available?No
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No
EditionPricing DetailsTerms
Genesys Cloud CX 1$75.00Per User Per Month
Genesys Cloud CX 2$110.00Per User Per Month
Genesys Cloud CX 3$140.00Per User Per Month
Genesys ChoiceContact sales teamContact sales team

Pricing plans can also be billed hourly.

Genesys Cloud CX (formerly Genesys Cloud) Technical Details

Deployment Types:On-premise
Operating Systems: Windows, Mac
Mobile Application:Apple iOS, Android

Frequently Asked Questions

What is Genesys Cloud CX (formerly Genesys Cloud)?

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.

How much does Genesys Cloud CX (formerly Genesys Cloud) cost?

Genesys Cloud CX (formerly Genesys Cloud) starts at $75.

What is Genesys Cloud CX (formerly Genesys Cloud)'s best feature?

Reviewers rate Click-to-call (CTC) highest, with a score of 8.9.

Who uses Genesys Cloud CX (formerly Genesys Cloud)?

The most common users of Genesys Cloud CX (formerly Genesys Cloud) are from Mid-size Companies and the Telecommunications industry.