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Genesys Cloud CX

Genesys Cloud CX
Formerly Genesys Cloud

Overview

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.

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Learn from top reviewers

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

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
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Pricing

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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
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Product Demos

Get to know Genesys Cloud

www.genesys.com

Genesys Cloud Guided Tour

www.genesys.com
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.2
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8
Avg 8.2
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Product Details

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.

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

Screenshot of ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance

Genesys Cloud CX Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesCanada, 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 LanguagesArabic, 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.

Five9, NICE CXone Mpower, and Talkdesk are common alternatives for Genesys Cloud CX.

Reviewers rate Warm transfer and Recording highest, with a score of 8.6.

The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
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Comparisons

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Reviews From Top Reviewers

(1-5 of 436)

Nothing Cloudy here!!!! Pure sunshine

Rating: 10 out of 10
October 11, 2024
MC
Vetted Review
Verified User
Genesys Cloud CX
2 years of experience
  • Genesys Cloud CX excels at integrating voice, email, chat, and social channels into a single interface, making omnichannel engagement seamless.
  • Its intuitive user interface allows agents to handle multiple interactions easily, improving productivity and reducing the learning curve.
  • Real-time analytics and reporting provide actionable insights that help managers optimise performance and make data-driven decisions.
  • The platform’s AI-powered predictive engagement enhances customer experiences by guiding agents with smart recommendations.
  • Its scalability means the system can grow alongside our business, supporting both small and large operations without significant adjustments.
  • The AI-driven bots and IVRs help automate routine tasks, freeing up agents for more complex queries and improving efficiency.
  • Genesys Cloud CX's workforce management tools enable us to optimise scheduling, reducing costs while ensuring adequate coverage.
  • Integration with CRM systems like Salesforce allows for personalised customer interactions, improving engagement and satisfaction.
  • The seamless integration of AI tools like Google Agent Assist enhances agent performance with real-time suggestions during interactions.
  • Its call routing capabilities are highly effective, ensuring that customers are connected to the right agents at the right time.
  • The built-in knowledge management system empowers agents to resolve issues quickly by providing them with relevant information.
  • Customisable dashboards allow managers to focus on the KPIs that matter most, enhancing decision-making and performance tracking.
  • The platform’s flexibility supports the deployment of customer self-service options, reducing operational costs and increasing customer satisfaction.
  • Regular updates and enhancements ensure the system remains current with technological advancements and industry trends.
  • Its ability to manage compliance and security across all channels gives us peace of mind regarding customer data protection.
  • The speech and text analytics capabilities allow us to monitor and improve both customer and agent interactions.
  • The support for remote work ensures our agents can work from anywhere, keeping operations flexible and resilient.
  • Its easy-to-use flow builder empowers non-technical users to create and modify IVRs and workflows without needing coding expertise.
Cons
  • While reporting is comprehensive some customisation options are limited making it difficult to generate highly specific reports tailored to unique business needs.
  • Advanced features such as AI driven bots and complex call flows can require a steep learning curve and some technical expertise which can slow down implementation for inexperienced users.
  • The per user per month pricing model especially with the premium features can be costly for smaller organisations looking to manage tight budgets
  • While the support team is very knowledgeable response times can sometimes be slower than ideal.
  • Some smaller teams may find the sheer number of features overwhelming, especially if they only need basic functionality making the platform seem overly complex
  • Accessing and managing historical data for reporting can sometimes be more cumbersome than necessary, especially when pulling data across multiple channels.

Excellent product - full end-to-end solution!

Rating: 10 out of 10
August 29, 2024
AB
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
  • Seamless Upgrades.
  • Feature-Rich Contact Centre Solution.
  • User-Friendly Experience.
Cons
  • Email Channel functionality is a little limited at present.

Genesys Cloud CX offers best in class customer experience orchestration.

Rating: 9 out of 10
August 29, 2024
  • Genesys Cloud CX provides excellent documentation and training modules
  • Genesys Cloud CX has a strong and engaging user community
  • Deployment options are very flexible and support just about any telephony/email configuration
Cons
  • Tier 1 support can sometimes be frustrating with logging requirements
  • 3rd party support partners can add latency to issue acknowledgement and resolution
  • New AI features may carry additional cost outside of the Genesys Cloud license

Great Company, Solid Products.

Rating: 8 out of 10
August 27, 2024
KW
Vetted Review
Verified User
Genesys Cloud CX
4 years of experience
  • Streamline products under one umbrella.
  • Administration of the product is easy to facilitate.
Cons
  • The Chat product is very rigid in design and does not lend well to custom use cases.
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