Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) Reviews

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Score 10 out of 10
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The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.

Genesys Cloud CX (formerly Genesys Cloud) Scorecard Summary

Feature Scorecard Summary

Contact Center Software (13)
80%
8.0
Agent dashboard (207)
83%
8.3
Validate callers (186)
76%
7.6
Outbound response (171)
73%
7.3
Call forwarding (187)
87%
8.7
Click-to-call (CTC) (149)
87%
8.7
Warm transfer (202)
90%
9.0
Predictive dialing (125)
66%
6.6
Interactive voice response (167)
87%
8.7
REST APIs (141)
82%
8.2
Call scripts (152)
82%
8.2
Call tracking (202)
81%
8.1
Multichannel integration (154)
74%
7.4
CRM software integration (149)
75%
7.5
Workforce Optimization (WFO) (9)
81%
8.1
Inbound call routing (191)
89%
8.9
Omnichannel inbound routing (147)
87%
8.7
Recording (193)
89%
8.9
Quality management (180)
85%
8.5
Call analytics (183)
84%
8.4
Historical reporting (192)
81%
8.1
Live reporting (188)
81%
8.1
Customer surveys (109)
65%
6.5
Customer interaction analytics (136)
72%
7.2

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) Pricing

Starting Price: $75

More Pricing Information

More pricing information from Genesys Cloud CX (formerly Genesys Cloud)

On-premise Editions Pricing
Pricing 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

Genesys Cloud CX (formerly Genesys Cloud) Technical Details

Deployment TypesOn-premise
Operating SystemsWindows, Mac
Mobile ApplicationApple 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 Warm transfer highest, with a score of 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.