Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud)

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Score 8.3 out of 100
Top Rated
Genesys Cloud CX (formerly Genesys Cloud)


Recent Reviews

Great for worldwide orgs

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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Genesys Cloud CX Approved by CCX Manager

April 12, 2022
Adobe Marketo Engage said it perfectly. Genesys cloud offers flexibility at scale to tackle your company's digital needs. We are in the …
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My Genesys Experience

March 10, 2022
Genesys Cloud CX is seamlessly integrated into our platform. Thanks to it we have addressed the connection and clarity of our phone …
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Excellent product - full end-to-end solution!

March 09, 2022
Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full …
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Genesys Makes Our Life Easier!

March 08, 2022
We used Genesys daily and I think it is very helpful because it notifies us if we are doing the right thing or if we are on the right …
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End User Feedback and Thoughts.

March 08, 2022
I use Cloud CX as an incoming and outgoing call software. It is directly linked to our patient database so I can access files with one …
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TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Best of Award, Best Of Feature Set 2021
TrustRadius Award Top Rated 2019

Popular Features

View all 22 features

Recording (222)


Agent dashboard (238)


Warm transfer (232)


Call tracking (231)


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 (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.

Genesys Cloud CX (formerly Genesys Cloud) 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 (formerly Genesys Cloud) Screenshots

Genesys Cloud directories make it easy to find the right person in your organizationAgents can see the activities in their queue in this easy to use dashboardContact center managers are able to quickly get a view on key metrics in this dashboardCall Center Co-browsing capabilities built-in

Genesys Cloud CX (formerly Genesys Cloud) Video

Genesys Cloud Overview

Genesys Cloud CX (formerly Genesys Cloud) Integrations

Genesys Cloud CX (formerly Genesys Cloud) Competitors

Genesys Cloud CX (formerly Genesys Cloud) Technical Details

Deployment TypesOn-premise
Operating SystemsWindows, Mac
Mobile ApplicationApple iOS, Android


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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 9.5.

Who uses Genesys Cloud CX (formerly Genesys Cloud)?

The most common users of Genesys Cloud CX (formerly Genesys Cloud) are from Mid-sized Companies (51-1,000 employees) and the Telecommunications industry.


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Jason Neton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source
  • Genesys Cloud CX is the main focus of our business as a full Genesys partner as we proudly focus on this technology as a leader in the contact center space.
  • Genesys Cloud CX has helped our clients realize ROI immediately by allowing clients to dispense with expensive network architecture and the headaches associated with maintaining servers and infrastructure.
  • Genesys Cloud CX has also helped our clients to achieve a 60% increase in better customer service as measured by surveys and CSAT scores.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Allowed us to add more banners to the virtual workforce.
  • Currently working on different projects to make forecasting and wfm reports accurate and easy to understand.
  • Measuring performance metrics to help us understand what processes are working for our customers.
Rodrigo Avila | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • My perspective is by no means comprehensive, but I would say with certainty that we've been more than happy with our investment into Genesys Cloud (formerly PureCloud). The amount of capital spent monthly is more than returned by our customer satisfaction, secure transactions, and a promise from a company like Genesys that this tool will continue to improve and evolve.
  • Any communications that pass through Genesys Cloud (formerly PureCloud) in any form are guarded; it's a secure medium for any customer information, details, etc. We are happy to utilize this tool and more than happy for our customers to know that we use Genesys as well. In that sense, it's an investment that has paid itself back as well because the reputation of Genesys adds automatic credibility in the eyes of any customer that's in the know with this product.
  • (Updated, 2022: We are approaching four continuous years of usage. To me, that speaks volumes about what our management feels about the quality of this platform.)
Score 10 out of 10
Vetted Review
Review Source
  • Fast environment setup and less deployment time.
  • Good Customization Scope and Branding.
  • Scope for integration to almost all CRMs.
  • Good community and forum support.
  • Very good open documentation.
  • Support for REST APIs.
  • This product can be targeted to small business units.
  • Vast Technical Community Forum.
  • The presence of Idea Lab is very good to suggest any new requirement/scope.
Harley Breth | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • I think this solution and the pricing structure is actually a little more than we may need now, but as we grow into it, I could see the great advantage of sticking with it. With a little foresight, I think we can make the most of this investment.