Forecasting and Scheduling suggested add on
Workforce Management Management unit -no limit - since we need to make configuration on multiple teams and this is in relation to the …
Starting at $75 per month
View PricingOverview
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.
Recent Reviews
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
Popular Features
- Warm transfer (349)8.888%
- Recording (341)8.787%
- Call tracking (340)8.686%
- Agent dashboard (362)8.282%
Reviewer Pros & Cons
Video Reviews
8 videos
Genesys Cloud CX Review | Sales Manager's Experience
07:06
Senior Application Developer's Honest Thoughts | Genesys Cloud CX Review
07:32
Genesys Cloud CX | Providing Quality Client Care
03:42
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
Starting price (does not include set up fee)
- $75 per month
Product Demos
Genesys Cloud Guided Tour
www.genesys.com
Features
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- 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 Video
Genesys Cloud Overview
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.
Genesys Cloud CX starts at $75.
Reviewers rate Call forwarding and Warm transfer and Inbound call routing highest, with a score of 8.8.
The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
Comparisons
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Reviews and Ratings
(656)Attribute Ratings
Reviews
(1-25 of 392)Companies can't remove reviews or game the system. Here's why
August 18, 2023
Forecasting and Scheduling suggested add on
- schedule view
- gamification
- mobile app
- forecasting
- scheduling
- staffing forecast
August 04, 2023
Genesys Cloud CX Review
- Dashboard reporting is great for our managers to see where their agents are at
- Supervisors can change and update agent queues and skills easily without CTI intervention
- It either needs more focus on the abilities for the Salesforce embedded client, or they need to stop advertising the ability. All the new functions come out for the stand alone site, leaving the customers that integrated stranded with nothing. This conference opened my eyes to the capabilities of Genesys Cloud CX, but how almost none of it is for the agents integrated with Salesforce.
August 03, 2023
Tool for growth
- Public resource database (resource center)
- Rolling releases
- Ideas lab
- Easy UI administration
- Back office QA
- Better easy to use reporting and analytics
- Automatic and rolling topic mining
- Call routing based on skills.
- Segmented role permissions.
- Easy to learn and understand.
- Speech recognition.
- Transcription.
- Data export.
August 02, 2023
Seamless migration, simple to use.
- Easily configurable views.
- Streamlined agent activation/deactivation.
- Easy to create dashboards.
- Customized column orders in views.
- Expected Service Level when changing schedules.
August 01, 2023
Genesys Cloud CX does hospitality…
- Ease of finding recorded calls
- Chat features with team members
- At a glance being able to see dashboards and team member statuses
- Pinpoint specific areas to look at such at statuses, hold times, etc.
- Reporting
- Not able to pull multiple months of stats at a time
- Real time sync
- Generating own reports. Allow the user to specify what they want to see on exporting reports
August 01, 2023
Review.
- Uptime
- Scalability
- Use of new technology (i.e., AI).
- More detailed information on functions available and how they work.
- Perhaps integrate ChatGPT into the Knowledge Network.
- Better support across Genesys teams when issues occur and tickets open.
August 01, 2023
Genesys Cloud CX review
- Updated often
- Call monitoring
- Performance
- WFM
- Scheduling updates
- Forecast
August 01, 2023
CX Review.
- Easy to set up.
- Easy to design IVR.
- Easy to provision.
- Including new capabilities to the platform for use.
- Pricing model.
- Ability to have a relationship between multiple CX platforms.
August 01, 2023
Genesys Cloud is great but needs a little work.
- Speech
- Quality
- IVR function
- Reporting needs help.
- Exporting information.
July 19, 2023
Excellent product - full end-to-end solution!
- Seamless Upgrades.
- Feature-Rich Contact Centre Solution.
- User-Friendly Experience.
- Email Channel functionality is a little limited at present.
- Tracks transaction activity
- Allows for flexible implentation
- Reporting options are very limited and don't take into account features that are encouraged during implementation. A simple case in point would be reporting adherence/conformance across a collection of work teams. We need to run for the management units, then reassemble based on our side list of work teams.
- Separating agent handle time from call handle time.
- Identifying the time the customer has been on hold. If an agent consults with another agent, that is logged as agent interaction time, even though the customer is on hold.
- Evaluations... need some rethinking
- Changing parameters on Activity Codes as well as some other Master Data Elements creates a new GUID for that data element. This results in reports that aren't properly labeled or appear to have duplicate entries.
June 22, 2023
Migration Delays, but excited for the cloud.
- Queue level reporting
- Easier user access management
- Recording the entire interaction end to end. (regardless of transfers)
- Skills based reporting
- Easier HR integrations
June 22, 2023
Go Genesys PureCloud!
- Data and analytics
- Forecasting and scheduling
- Constant advancements
- Further detail in WFM. Specifically in scheduling and forecasting
- Flexibility in managing time off
- Advanced real time monitoring with statuses
- Flexibility
- It simplified call routing.
- Single solution.
- WFM, specifically on the WEM side.
- Transcription.
- Agent assistance.
June 22, 2023
N/A
- Skill-based workload management.
- Easy to use dashboards and reports.
- Custom IVR for different customer bases.
- Integration with Sonar.
June 22, 2023
Room to grow, promising roadmap.
- APIs - many available, good documentation and tools for placing test calls.
- Re-imagining solutions as opposed to building things like legacy vendors.
- Simple interface, particularly architect, which is simple enough for business users to work with.
- The availability of established integrations in the App Foundry.
- Many features (outcomes/milestones, audiobooks) have limitations that are well below expectations for large enterprises.
- Betas that are available or have been added to the environment should be visible in the admin.
June 22, 2023
#GenesysPerforma.
- Dashboard capability.
- Real-time review capability.
- Agent monitoring.
- Reporting capabilities.
- IVR reporting integration.
- Amalgamated agent reporting.
June 22, 2023
On the journey with Genesys.
- Connecting the agent to the data and feedback.
- Game-ifying the work.
- Clean interface and navigation.
- Still need to mature WFM offerings.
- Implementation struggles.
- ROI and TCO adoption assistance.
June 22, 2023
CX Review
- The ability to handle our large volume.
- The ability to scale with our fast-growing business.
- Ability to copy flows between orgs.
- Our CSM relationship. I am hopeful this will improve with the new management.
- Cross Learning ability between our bots.
- Ability to support over 65 outbound campaigns in line with our business needs/growth.
June 22, 2023
Awesome product.
- Outbound Campaigns.
- Web messenger.
- Architect flows.
- Contact lists for campaigns.
- External contacts.
June 22, 2023
Genesys Cloud changed the way we do contact center.
- Ease of use for end users.
- Supportability
- Ability to create custom solutions.
- Availability of APIs for integration.
- WFM back office.
- Reporting
- Quality Management.
June 22, 2023
Reviewed and experienced multiple CCaaS Platforms.
- Inbound virtual call routing.
- Skills-based routing.
- Virtual hold callbacks.
- More flexibility for varying user licenses based on business need by dept.
- Monitoring edge devices at the device level for utilization challenges.
- High uptime.
- Easy to learn.
- Always innovating.
- Within the Genesys application it can be a bit clunky but they are often update the UI.
June 22, 2023
Excellent product once the potentially tedious initial conversion from existing infrastructure is completed.
- Helps remove local on-prem support overhead.
- Allows greater flexibility to deploy new features as needed.
- Better functionality for WFM features consistent with existing competitive WFM solutions.
- Built-in Avaya data feed conversion without the need for a third-party tool.