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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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Recent Reviews

Very happy with Genesys Cloud CX

10 out of 10
May 20, 2024
We use all aspects of Genesys Cloud CX for our medium sized contact center from forecasting and scheduling to Agent QA. The interface is …
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Genesys Cloud CX user

9 out of 10
May 20, 2024
Implemented Genesys Cloud CX across 14 different brands. Replaced nine different contact center and analytics applications with a single …
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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

Popular Features

View all 22 features
  • Warm transfer (358)
    8.5
    85%
  • Recording (348)
    8.5
    85%
  • Call tracking (348)
    8.5
    85%
  • Agent dashboard (371)
    7.9
    79%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

12 videos

Genesys Cloud CX Review | Sales Manager's Experience
07:06
Senior Application Developer's Honest Thoughts | Genesys Cloud CX Review
07:32
Genesys Cloud CX | Providing Quality Client Care
03:42
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Pricing

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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

Starting price (does not include set up fee)

  • $75 per month
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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.

8.1
Avg 8.3

Workforce Optimization (WFO)

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

7.8
Avg 8.3
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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 Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

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.

Genesys Cloud CX starts at $75.

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

Reviewers rate Warm transfer and Call tracking and Inbound call routing highest, with a score of 8.5.

The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(682)

Attribute Ratings

Reviews

(1-25 of 407)
Companies can't remove reviews or game the system. Here's why
September 29, 2023

Genesys Cloud CX Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Because the platform already has all the information on the customer, and every interaction within it, it already brings us a return on investment because we do not have to deploy other legacy systems. For example, for you to monitor calls or interactions, everything is already on the same platform. It would be an extra cost if you had to have another CRM behind Genesys. In this case, Genesys Cloud CX already embeds all the solutions in one.
September 29, 2023

Genesys Cloud CX Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • I think the biggest thing for us has been launching our bot, which went live earlier this year. We are now seeing that 90% of our calls go to the right place at the first time we've asked. That's dramatically cut down on the amount of time that we have to have agents re-queueing calls moving into the right place. So it's freeing our agents up quite a lot to have better conversations with our customers.
September 29, 2023

Genesys Cloud CX Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • I think the biggest thing is the uptime. We've not had any issues with it, whereas we would constantly have issues with the previous platform we're using. We have yet to run into any performance issues. It just works.
September 29, 2023

Genesys Cloud CX Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Improves the user experience.
  • It has a positive impact on costs
  • The thing that is not so good is being able to be compliant with the security of our customers. It's sometimes difficult because it is in the cloud and over Amazon. For European countries with GDPR and regulations, it's sometimes quite difficult to validate location.
September 29, 2023

Genesys Cloud CX Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Cost savings-wise, I think our abandonment rate has actually gone down drastically with moving to Genesys Cloud CX.
  • First-call resolution has gone up quite a bit by using Genesys Cloud CX. Even the number of tickets, to be honest, has come down. We have to handle on a day-to-day basis, which is cost savings by itself, which which leads to agent productivity. So all of those are beneficial.
September 29, 2023

Genesys Cloud CX Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • One of the negative impacts that can occur when you start to implement automation is that you overdo it, meaning the user path becomes too long compared to when you had a technician. We had feedback at the beginning that while it technically worked well, it could sometimes take too long.
September 29, 2023

Genesys Cloud CX Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • We have a very positive outcome by implementing Genesys. We are already seeing better organization of our service structures, better workforce planning and, of course, cost savings. We're also seeing better personalization of our interactions, which is most important in delivering great customer service.
  • It’s still an ongoing project because every day, we learn a little more about the solution. Every day, we push our knowledge a little further. We haven't yet reached the end of our understanding of exactly what positive impact this will have on our business but we are happy with the results so far.
September 29, 2023

Genesys Cloud CX Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
September 29, 2023

Genesys Cloud CX Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • As far as the overall costs, I can't really quite speak to any of that kind of stuff, but I am seeing the increase in new customers or customer connections through Genesys. I do think we are getting more from that in general.
  • As far as the employee experience goes, I think the thing that's a little tricky about it is it does require them to be a little bit more engaged. Some people really like that, some people push back against that. I don't think it's a bad thing, but there is that people got to roll with it and adjust and to that kind of stuff.
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