Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud)

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

Overview

Recent Reviews

Great for worldwide orgs

6
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

10
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

10
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!

9
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!

10
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.

7
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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Reviewer Sentiment

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Awards

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)

9.1
91%

Agent dashboard (238)

9.0
90%

Warm transfer (232)

9.0
90%

Call tracking (231)

8.4
84%

Reviewer Pros & Cons

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Video Reviews

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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

8.9
89%

Workforce Optimization (WFO)

8.4
84%

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

Comparisons

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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.

Reviews

(1-25 of 256)
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Score 6 out of 10
Vetted Review
Verified User
Review Source
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 contact centers. We have integrated Genesys Cloud CX with a pure cloud so that we have a 360 view of the customer. We aim to implement chatbots, and voice bots in the near future.
Jason Neton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller
Review Source
We use Genesys Cloud CX mostly for our development of integrations to other back-end systems, as well as using it for our own business needs. We implement and support Genesys Cloud CX, so it is intricate to our business on many levels. Genesys Cloud CX instantly addresses the business challenges of proving a platform that can fully power a sophisticated contact center but also serve business users very well. Also, Genesys Cloud CX makes it very easy to integrate into other systems via the robust APIs offered. This allows you the flexibility to really solve any business issue by connecting it to your contact center as a hub of activity, engagement, and important metrics and measurement of your success through reporting and WFM.
Faith Borst | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Adobe Marketo Engage said it perfectly. Genesys cloud offers flexibility at scale to tackle your company's digital needs. We are in the implementation stages with Genesys, and our experience has been fantastic. Genesys blew the competition out of the water throughout the RFI process with its offerings. It will improve our customer and agent experience and provide ROI within three years. Our company currently uses two other prominent vendors in our service center, and we will be able to cut ties with both and focus on one full-scale solution with WFM and other upgrades we did not have with the other vendors. Today we have a manual WFM process, and Genesys will help us automate QA, WFM, and Agent metrics tracking, among many other great features.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Genesys Cloud CX as our contact center solution for our customers to call in and request assistance for our Accounting product. The business problems Genesys Cloud CX addresses: 1) Contact Center integration into Salesforce for our support analysts which is their primary case management platform 2) Real-time call and queue insights for contact center resourcing 3) Routing calls based on product skillsScope of our use case is voice calls only at this time - future use cases will include SMS and chat
We are looking to refine our call flows to add in queue based routing and sending Genesys insights via API's into Salesforce to enhance our reporting. This will allow us to gain deeper insights into our customer calls and be able to analyze call patterns to develop richer reporting metrics. We have also created an Agent Permission Set in the Genesys App for our agents to leverage so that they see their incoming call patterns and agent queue availability.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Our Member Services uses it to handle calls and the scheduling of agents. Creating separate queues based on client and skills is a significant asset to the organization. Our team has mainly been using Cloud to view interactions for various purposes, including assessing recordings and pulling call information. It has helped find pain points, track the success of new features and updates, and gather data for specific projects. We have begun a project with the Learning and Development modules. We have also just started working on adding Live Chat functionality through GC CX to provide an additional method of contact for members during off-hours. Additionally, the Gamification feature is something we are looking at implementing.
Score 6 out of 10
Vetted Review
Verified User
Review Source
Genesys provides our softphone service for international customer support. We have a relatively simple setup of routing logic that attempts to route calls to the appropriate CS reps. Genesys also allows us to monitor queues activity and certain high-level metrics.
Robert Wakefield-Carl | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
Review Source
Genesys Cloud offers us the flexibility and function in a single platform so our agents don't have to learn different systems. Agents, supervisors, quality managers, and admin all use the same platform.
Nowshad Sheik | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud [(formerly PureCloud)] is used [by] my organization for rapid development and implementation of Business Requests with ease and hassle free maintenance of in-house infrastructure. Currently some of the new line of businesses are serviced on Genesys Cloud and the plan is to gradually migrate remaining departments to Genesys Cloud for better customer experience.
Score 8 out of 10
Vetted Review
Verified User
Review Source
My team and I built, implemented and maintain the WFM area of the software. We utilize this program to create forecasts that help us create and maintain schedules for over 550 team members, including management. We have been attending meetings with Genesys developers to improve and expand the utility of the product. We also utilize adherence and performance reports through the linked EMite systems.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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 cloud solution, to mitigate lengthy upgrades, and to offer a seamless solution end-to-end which with a feature-rich product.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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 click and know who I am speaking with for approx. 90% of calls. We can easily transfer to internal departments - and consult between reps as well as transfer out to other lines. Additionally, we can set callbacks by rep in the system ourselves for future dates if follow-up is needed. The system also allows tracking of productivity for each rep as well as on a teams basis. I can view my assigned schedule in the system and get reminders of breaks, meals, and callbacks as well.
Henry Svendblad | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Genesys Cloud across every department in our organization. It powers our Contact Center with key features like ACD, IVR, omnichannel support, workforce management, quality management, real-time analytics, and more. Their API first microservices architecture has allowed our developers to integrate our line of business and mobile applications for improved productivity and customer service.
Rodrigo Avila | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud is currently the contact center solution for a few departments within the bank. Customer Support, Sales, Investments and Internal Support. Telephony, chat and report features are integrated with custom applications and voice resources integrated with our Avaya corporate system. It addresses the need for efficient and organized customer support, proper telephony resources in order to contact external & internal customers as well as chat and cobrowsing resources.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud (formerly PureCloud) is used across the complete organization. There are several teams using it for various uses. Like some teams use it for collaboration through chat and audio calls, while some use it for knowledge management as well. One technology cutting across all units of the organization and even enabling customers to connect is the biggest challenge solved as I see it.
Dale Paustian | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
This is our sole contact center platform for handling in/bound customer and patient calls. The current volume is about 140 users and 50-60k calls per month. We also use Genesys Cloud CX for call quality/evaluations and workforce management.
Heather Rauch | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
My organization is new to Genesys Cloud CX. We went live at the end of December 2021. We use this as our primary communication platform and contact center. We use a number of disparate systems and are working to integrate them and streamline some of our human processes. Genesys Cloud's data actions have been amazing for this purpose, allowing us to quickly pull in or push out whatever information we need using their well-documented API.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud (formerly PureCloud) supports select departments in our organization. Utilizing Genesys Cloud (formerly PureCloud) has empowered all of us with the use of the collaborate functionality; it's deepened the inner-connections of our organization. Of all the similar tools I've used in various employment roles and at the university, Genesys Cloud (formerly PureCloud) has been the most adaptive, flexible, and powerful tool. The majority of incoming interactions flow through Genesys Cloud. (Updated, 2022: we subsequently began using this platform for all reporting and analytics. I have former colleagues who tout their own platforms' reporting suites, but I can't imagine being able to do much more than you can do with Genesys Cloud's reporting mechanics, especially after updates in the past year or more. You can now create virtually any report you can imagine.)
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys Cloud is used across our organization and with several of our affiliates as well. Genesys Cloud offers us a single platform to handle inbound and outbound calls, workforce management, call quality and many other features we didn't have with our old platform. While there are some features that are missing, Genesys has been receptive to our input and working to get some of these enhancements implemented.
Score 10 out of 10
Vetted Review
Reseller
Review Source
Genesys Cloud CX provides CaaS (Contact center as a Service) with great and minimalistic UI and powerful microservices-based architecture. I work as a Design professional for a reputed service organization where we propose, design, and deliver the solution to our customers. We have showcased the power of this product to many of our customers and that got readily perceived by them as it was able to solve all the business requirements at a great pace. I recommend this as the leading Contact Center Solution for all sorts of businesses.