Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud)

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


Recent Reviews

Great for worldwide orgs

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

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

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!

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!

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.

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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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)


Agent dashboard (238)


Warm transfer (232)


Call tracking (231)


Reviewer Pros & Cons

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Video Reviews

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Genesys Cloud CX 1


On Premise
Per User Per Month

Genesys Cloud CX 2


On Premise
Per User Per Month

Genesys Cloud CX 3


On Premise
Per User Per Month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visit


  • 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


Workforce Optimization (WFO)


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


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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.


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Jason Neton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source
  • Omnichannel contact center
  • Integration with other systems to knit together technology seamlessly
  • WFM and WEM suite is best in class and fully integrated to the product
  • Extremely robust architecture in AWS that continues to evolve and improve to serve global clients
  • Adding more features for business users will help to bridge some gaps, like VM transcription for simple users
  • Additional email queue flexibilities
  • Agent greeting functionality
Faith Borst | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Work Force Management
  • Quality and Certification Tracking
  • Integration
  • Administration is User Friendly - does not take a programer to make changes
  • I would like to see more integrations in the future 'out of the box'
  • Our experience so far, has been great!
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Ease of use
  • Cloud interface makes new feature accessibility much easier
  • Caller ID feature makes the interaction process intuitive
  • Integration into Salesforce
  • Screen pops
  • View filters
  • Interaction timeline view
  • Reporting
  • Dashboards
  • Dropped calls
  • Audio interface
  • Call flow debugging
  • Intuitive call flow design
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Queueing makes scheduling agents with different skills who handle other clients much easier.
  • Monitoring capabilities - it provides transcripts, audio, as well as screen recordings.
  • Vendor marketplace - it provides several quality integration partners.
  • The Learning and Development modules are a new feature and could be excellent once additional functionalities have been added.
  • Data reporting capabilities.
  • It would be great if there was a way to be able to follow the customer journey in the sense of tracking calls/callbacks/etc.
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • Widget allows reps to handle phone calls within Salesforce without the need for additional hardware or application windows
  • Captures a variety of phone metrics for QA and management
  • Reporting and Dashboards are very limited
  • UI could be improved
  • Callback functionality is unintuitive and commonly results in stuck calls
Robert Wakefield-Carl | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source
  • Omnichannel routing for calls, callbacks, chats, emails, SMS, messaging, and more in one interface
  • Advanced IVR offering ASR, TTS, database lookups, advanced routing, and integration with AI's like Lex
  • Tight integrations to CRM applications like Microsoft Dynamics and other web-services
  • Simplified administration for all aspects of the platform in an all-in-one page contained completely in the web browser
  • Adding better UC functionality like paging, park, and other basic PBX features
  • Microsoft Teams Support to replace the current Skype for Business to allow collaboration between Microsoft and Genesys PureCloud
  • Speech Analytics which is on the roadmap, but allowing for listening of all recordings
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Work Plans and Rotations
  • Allowing ease of communication between team members and workforce management.
  • Adherence tracking.
  • Availability of workers needs to integrated.
  • Customizable activity codes.
  • Storage of approved/denied time off requests/shift trades.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • It notifies us if we are doing the right thing.
  • It notifies us if we are on the right page.
  • It gives us the impression to do better at some point.
  • There are times that we are having a problem when speaking to someone.
  • There are times that we are having a problem contacting providers that we need to redial the number just to have a successful contact with them.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Direct link to client base
  • Allows for self review of targets and metrics.
  • Provides a one stop shop for activity overview and productivity.
  • I would like to be able to link back to a client when a number comes up that isn't linked - so the next time the call comes in it will recognize the patient.
  • I would like it to pull families when the same number is linked to multiple accounts or give the option to do so.
  • I want to generate favorites for transfer for reps or supervisors I often use without having to search for them.
Rodrigo Avila | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Integration with other internal products
  • Fast and easy expansion capability
  • License pricing
  • Software continuously improved on a weekly basis
  • Proactive Support and Professional Services.
  • Appropriate tools for working with clients using Linux softphones.
  • The client console could be simpler to operate and more intuitive.
  • AMD process for administrator users could be simplified on a single menu.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Detailed drilled down reporting
  • Call transfer/queue transfer
  • Ability to change status and views from an admin standpoint
  • The resource guide is not very user friendly- could use updates
  • I would like to see the admin reporting tab have limited options to avoid confusion
Score 9 out of 10
Vetted Review
Review Source
  • Easy to deploy basic structures
  • Large range of flexible training options available
  • Large library of online help and developer guides
  • Github support and repositories available
  • Large Community presence for support and guidance
  • WFM modules lack some functionality compared to other solutions - on the roadmap for 2022
  • Slow response at times for low priority support tickets
  • Change in UI can be immediate and impacts training documents/help guides without warning
Heather Rauch | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • System integration using Data Actions
  • Employee engagement through the use of gamification
  • Streamline human processes with automated workflows
  • The learning curve is quite steep.
  • The training and certification is quite expensive.
  • Navigating within the platform is not always intuitive.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • The knowledge-base provided by Genesys Cloud (formerly PureCloud)--in the form of the community, resource center, developer center, knowledge network, beyond training program, company webinars, etc.--is top-notch. There is no similar array of programs by any similar company, to my knowledge.
  • User-friendliness is priority with Genesys Cloud (formerly PureCloud). From the use cases documentation to platform API to managed phone requirements, there are ample detailed descriptions, helpful guides, and tutorials (both written and video) to ensure you have a user-friendly experiences managing Genesys Cloud (formerly PureCloud).
  • AppFoundry extends the capabilities of Genesys Cloud (formerly PureCloud) to ever-expanding territory. The possibilities of useful power tools are nearly endless with this marketplace of assorted solutions, from A to Z. This is one of the many ways Genesys has increased production for their Genesys suites. AppFoundry is like an app store for your virtual interaction center.
  • In my experience, most difficulties that have arisen with Genesys Cloud (formerly PureCloud) usage stem from users who are not particularly tech-savvy. If you have team members who are a little old school, you might consider generating a plan to defend against vulnerabilities or lack of knowledge. Implement it knowing it may take longer than you anticipate for those users who need extra assistance.
  • (Updated, 2022: the minimalist approach to certain interfaces [including search fields, filters, etc.] sometimes does slow the learning process for new team members.)
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Provides a single solution for our telephony needs.
  • Allows us to route calls, chats, and emails to our agents to keep them busy when one channel is slow.
  • Provides access to backend data via API calls that allows us to gather information that might not be readily available in the UI
  • While we are able to customize the data shown on the various screens, we are not able to sort the data by anything other than name or time.
  • There isn't a simple way to export users data to validate license usage, etc. You have to use API's and merge data from several backend tables.
  • The workforce piece is missing some key components, like the ability to see a forecasted service level prior to publishing schedules.
  • Currently we cannot see more than a couple of months of data rolled up. We have to export the data in smaller chunks and compile it ourselves.
Score 10 out of 10
Vetted Review
Review Source
  • Contact Center Solution.
  • Pure Omnichannel Experience.
  • Workforce Engagement and Optimization.
  • Highly Dynamically Scalable Architecture.
  • Real-Time and Historical Reporting Capabilities.
  • Easy to manage Role-Based Architecture.
  • Single UI for all functions.
  • Support all media platforms and has capabilities to cater to Open Messaging as well.
  • Great Apps/plugins Appfoundry Marketplace.
  • Appfoundry Marketplace has a great scope of expansion.
  • Workforce Management can be further optimized.
  • Genesys Cloud CX availability/reach can be expanded to every country.
  • Reporting Solution has a scope for further expansion and improvement.
Harley Breth | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Genesys Cloud is flexible enough to manage from a single web browser for a mid-sized organization!
  • Robust in real-time visibility of all agents. Part of this equation is that internal communications are elevated (video chat available, group chats, even fax) within the Org.
  • We've found our average speed of answer significantly improved with Genesys Cloud.
  • Agents appreciate the Profile; having an identity within the Org, rather than simply an operator.
  • Built-in Reporting does not cater to a call-centric view of the data. It's Queue-centric, or Agent-priority stats at the moment, although I'm sure with all the reports of this across various review sites, it will be improved soon.
  • At this point, unable to log an agent out if he/she accidentally remained signed-in; also unable to change his/her status if a mistake was made.
  • Live queue activity and interactions seem to need to be refreshed often to remain current—always behind a bit.