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Starting at $75 per month (billed annually) per user
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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.
Learn from top reviewers
Genesys Engage to Genesys Cloud CX
Rating: 8 out of 10
December 12, 2024Our contact center utilizes Genesys Cloud CX for voice and digital interactions. It addresses our telephony and most digital needs. Its flexibility and scalability allow us to...
Verified user
Analyst
4 years of experienceGenesys implementation.
Rating: 9 out of 10
November 26, 2024We have implemented Genesys to achieve goals such as improving the metrics of the communication channels since Genesys works very well applying priority rules between differen...
Verified user
Administrator
1 year of experienceGreat system for managing contact center environment
Rating: 10 out of 10
November 22, 2024We use it for our Admissions, Promotions and Business Office. Before Genesys, we had no measurable way to track productivity or measure quality assurance. Genesys has helped u...
Andrew Saltonstall
Technician - Information Technology
Telecom Technician
Pensacola Christian College
1 year of experienceNothing Cloudy here!!!! Pure sunshine
Rating: 10 out of 10
October 11, 2024We use Genesys Cloud to manage omnichannel customer interactions including Voice, email, SMS, Chat and Social media to ensure a seamless and unified experience. Our main focus...
Matthew Calton
Manager - Information Technology
Communications Manager
Grove & Dean Ltd.
2 years of experienceGenesys Cloud CX in Contact Center
Rating: 9 out of 10
October 2, 2024Genesys Cloud CX is able to help us improve our IVRS for voice calls and chatbots for non-voice. We have started updating our chatbot Knowledge Base to improve the AI of our c...
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How Genesys Cloud CX Differs From Its Competitors
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
Video Reviews
12 videos
[FRENCH] How Operational Efficiency Makes Use | Genesys Cloud CX Review
06:38
[FRENCH] Improving Customer Contact and Communications | Genesys Cloud CX Review
11:08
[FRENCH] Director of Innovation Gets Candid | Genesys Cloud CX Review
03:47
Pricing
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
Product Demos
Get to know Genesys Cloud
www.genesys.com
Genesys Cloud Guided Tour
www.genesys.com
Features
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Product Details
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- Tech Details
- FAQs
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.
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
Genesys Cloud CX Integrations
Genesys Cloud CX Competitors
Genesys Cloud CX Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Canada, 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 Languages | Arabic, 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.
Reviewers rate Warm transfer and Recording highest, with a score of 8.7.
The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
Comparisons
Compare with
Reviews From Top Reviewers
(1-5 of 437)
Great system for managing contact center environment
Rating: 10 out of 10
November 22, 2024
AS
Vetted Review
Verified User
1 year of experience
We use it for our Admissions, Promotions and Business Office. Before Genesys, we had no measurable way to track productivity or measure quality assurance. Genesys has helped us measure and implement both of these features. It has improved our efficiency and our productivity. Additionally it has added much more robust reporting capabilities we didn't have before, especially with its integration into Salesforce, and use of dashboards for real-time reporting.
Nothing Cloudy here!!!! Pure sunshine
Rating: 10 out of 10
October 11, 2024
MC
Vetted Review
Verified User
2 years of experience
We use Genesys Cloud to manage omnichannel customer interactions including Voice, email, SMS, Chat and Social media to ensure a seamless and unified experience. Our main focus is delivering exceptional customer service while enhancing agent productivity through AI driven insights and automated workflows. The Business problems that Genesys Cloud addresses include improving first contact resolution, reducing customer wait times and streamlining communication between agents and customers across various platforms. By leveraging advanced IVR's chatbots and smart routing we can efficiently handle high volumes of queries without overwhelming agents, ensuring that complex issues are escalated to the right team or person swiftly. Our Use case involves implementing intelligent flows enabling AI driven assistance to deliver personalised experiences. We also utilise the platforms real time analytics and reporting to make data driven decisions, improving both customer satisfaction and operational efficiency. The scope covers our contact centre operations , with a focus on customer service. support and sales handling thousands of interactions a day. Genesys Cloud enables us to scale efficiently improving our overall performance and delivering better outcomes for both customers and employees. The platforms flexibility allows us to adapt quickly to changing customer needs, whether through implementing new channels or refining existing workflows.
Genesys Cloud CX in Contact Center
Rating: 9 out of 10
October 02, 2024
RR
Vetted Review
Verified User
5 years of experience
Genesys Cloud CX is able to help us improve our IVRS for voice calls and chatbots for non-voice. We have started updating our ChatBot Knowledge Base to improve the AI of our ChatBot. Everything is still in the works, but we are on our way to improve our contact center operations. It is expected to be a continuous improvement process.
Genesys Engage to Genesys Cloud CX
Rating: 8 out of 10
December 12, 2024
Vetted Review
Verified User
4 years of experience
Our contact center utilizes Genesys Cloud CX for voice and digital interactions. It addresses our telephony and most digital needs. Its flexibility and scalability allow us to adapt quickly to evolving customer demands and integrate with our existing tools and workflows. Advanced routing and automation features minimize wait times and optimize resource allocation. Also the analytics and reporting tools allow us to identify trends, monitor agent performance, and refine our processes. I have been extrememly impressed with how "hands on" supervisors can be with Genesys Cloud CX.
Genesys implementation.
Rating: 9 out of 10
November 26, 2024
Vetted Review
Verified User
1 year of experience
We have implemented Genesys to achieve goals such as improving the metrics of the communication channels since Genesys works very well applying priority rules between different communication channels. It has given us visibility into the functioning of the rivers, where before, we had practically no visibility. Integration with local data is made very easy through APIs or AWS Lambda.