Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
Genesys Cloud CX (formerly Genesys Cloud)

Overview

Reviews

Just worked!

9
Genesys Cloud CX is being used across all departments Finance, IT, HR, Customer services, Pre-Sales, all segments B2B, B2C, D2C, and all …

Genesys Cloud CX good CC software platform

9
Genesys Cloud CX is the contact center platform used in all customer service operations. We operate at a multi-channel level with centers …
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Review of Genesys from EndUser View

9
We use Genesys as our phone system for both internal and external clients. This product is very useful because we used an app in the past …
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An excellent cloud contact center

9
We help a lot of customers in implementing Genesys Cloud for their organization to help and solve the business problems with the …
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Genesys Cloud CX Review

9
Our customers have big concerns about upgrading the on-premise solutions they use. When the pandemic started they wanted to move their …
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Genesys Cloud Review

9
We currently use Genesys Cloud in an operation with more than 700 contact center agents, performing customer service with the omnichannel …
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Superb UI makes adoption a breeze

9
We adopted Genesys primary for our Call Center, however, the whole company uses it. Our previous self-hosted Avaya phone system was clunky …
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Popular Features

View all 22 features

Recording (206)

8.9
89%

Agent dashboard (221)

8.8
88%

Warm transfer (214)

8.7
87%

Call tracking (216)

8.4
84%

Reviewer Pros & Cons

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Pricing

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Genesys Cloud CX 1

$75.00

On Premise
Per User Per Month

Genesys Cloud CX 2

$110.00

On Premise
Per User Per Month

Genesys Cloud CX 3

$140.00

On Premise
Per User Per Month

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

Features Scorecard

Contact Center Software

8.7
87%

Workforce Optimization (WFO)

8.1
81%

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

Alternatives

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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 9.4.

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.

Reviews

(1-25 of 41)
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Brenda Wynne | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
For supervisors and agents, the system is easy to use. Creating routes and flows does not require IT programming experts, though basic programming skills are helpful. The system is stable, if the calls route as they are supposed to and no changes are made, they will continue to route as expected. Our "Bring Your Own Carrier" configuration for telephony is the most challenging as most issues are on the telephony side, but to our end users, it looks like it is on Genesys Cloud. When COVID hit, we were suddenly scrambling to move all agents out of our contact centers so they could work from their homes and while we had many long days and nights (and lots of tears) at first, within a week or two, we had everyone stable and working just as if they were still in the office and other than the occasional dog bark, our customers could not tell.
Score 10 out of 10
Vetted Review
Reseller
Review Source
Genesys Cloud has an awesome UI where the configuration, the contact center management and the integrations really easy tasks and very well understandable. From our experience, you can go live really fast.
January 12, 2022

Genesys Cloud CX Review

Score 9 out of 10
Vetted Review
Reseller
Review Source
Overall, it is a user-friendly interface that is easy to navigate through. Anyone with basic training can start using the product.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I gave it this rating because I found it very easy to learn as a support technician. Without any training, I was able to pick it up quickly and support the users. I also find that even the most technically challenged user was able to follow simple instructions to use the interface.
Matthew Calton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The design of the environment is the core of its success as all the functionality embedded in the product makes it a breeze to use, easy to navigate and intuitive. All the rapidly expanding features and services all connected together perfectly and co-ordinated whether you are a user, supervisor, administrator or manager the platform performs exceedingly well. I find that we are able to effortlessly handle and manage our Voice, Chat, Email and SMS with very few issues and the stability of the service gives us great confidence
March 07, 2021

ITNAVPro

Score 10 out of 10
Vetted Review
Verified User
Review Source
It has a "user-friendly" interface, but some things are "not standard", for example, in most products, (including Genesys Pure Engage) agent status "Available" means that the agent can get the CC calls, in this product, it means that he can get the direct calls and for the CC calls he must be "On Queue"
Score 10 out of 10
Vetted Review
Reseller
Review Source
It is very easy to train users for normal operation.
IT staff in charge of configuration quickly become familiar with the web interface, specially since its clearer than other systems terminal-based or form-based setup.
January 28, 2020

Contented PureCloud User

Score 8 out of 10
Vetted Review
Verified User
Review Source
The platform itself is easy to use and easily scaled to organizations big and small. My agents were able to pick it up quickly and I minimal "downtime" between my old on premise phone platform to Genesys Cloud. As the product is still relatively new, I have had to partner up with some 3rd party applications to get information and automation completed. I am expecting that Genesys will be implementing some of these shortcomings in future releases.
Usama Ahmed | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Score 10 out of 10
Vetted Review
Verified User
Review Source
As I have been saying Genesys Cloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Its user interface is user friendly. You can easily use the application without any major problem even if you a a beginner with no experience in using it. Also, in case you encounter any problem whilst using this amazing application, the support team is always available 24/7 to help you out.
November 01, 2019

Multi-Functional Platform

Nicolas Bedard-Reid | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Review Source
As I mentioned before, the removal of permission suddenly makes my job more complicated. This aside, however, as I mentioned before as well, the multi-functionality of the program (calls, messaging) is useful to our business. The inability to remove queues suddenly without permission has made my job more difficult in adding and removing my staff members as needed.