Genesys Cloud CX (formerly Genesys Cloud) Reviews

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Score 7.9 out of 100

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Reviews (1-25 of 68)

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February 26, 2021
Matthew Calton | TrustRadius Reviewer
Score 10 out of 10
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Support Rating

5
This is where Genesys needs to make improvements as this is by far the single most contentious area for them... Fortunately, the community and forums that counter this problem to a degree. The community participants from the Genesys staff provide the advice and solutions for a high proportion of issues and this area alerts us to any issues arising from the rapid deployment of features and general bugs providing workarounds in advance of fixes arriving from the slow support.
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February 25, 2021
Christopher Kaldenberg | TrustRadius Reviewer
Score 6 out of 10
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Support Rating

5
I've rarely needed to leverage the support team. The plethora of materials coming out of their document team is proactive. Genesys seems focused on enabling their customers to be as self-servicing as possible; thus, reducing the support footprint on the organization. The few times I've engaged support, the engineers were friendly and urgency-aware. Sometimes there is a language barrier and time zone mismatch that can delay response times coming from another part of the globe.
Read Christopher Kaldenberg's full review
February 19, 2021
Nikos Papakonstantinou | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source

Support Rating

10
Because PureCloud support is a friendly and proffesional support with answers to the point. Trust me, their estimation time is really fast. They answer between 1-3 hours and always with the correct answer. Also they are able to schedule a meeting with you during the day in order to show you or to explain to you some functions.
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May 03, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Support Rating

7
In my experience, support is support. Sometimes it is great, sometimes it is not so great. It's in those not so great moments that you find out what kind of support a company offers. We have had situations where support has sworn that it wasn't an issue, basically forcing us to prove that it was an error on their side. We have also had instances where the support as outstanding. For the most part the good has outweighed the bad.
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April 01, 2021
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Support Rating

9
Our company hasn't had too much support yet for Genesys Cloud, so this is a little biased as it reflects mostly on the team that set us up--but the support from Genesys has been very good. We feel supported and like our account management teams are working towards helping us achieve our goals. The customer support teams also are solid, and have a quick response time.
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March 01, 2021
Anonymous | TrustRadius Reviewer
Score 6 out of 10
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Support Rating

5
Genesys does not have direct support. You have to go through a partner and they act as a middle man. You need to make sure your partner is fully educated with Genesys or your support will be less than sufficient and you should expect receiving resolutions over a longer period of time.
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August 31, 2020
Debora Lopes | TrustRadius Reviewer
Score 10 out of 10
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Support Rating

9
Although the product is not perfect and has several possible improvements, it has a score of 9 for always being updated and seeking to hear from customers what features they want to be implemented. This brings confidence to customers and brings them closer to the supplier.

All systems have points to be improved, the fact that Genesys Cloud does not have a standardization in its interface can harm the experience of several users, which is a point of improvement.
Read Debora Lopes's full review
November 08, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Support Rating

8
Pure Success team helps in making sure the Genesys Cloud implementation is successful. Also Genesys customer care is available for any issues/questions and they are available 24/7.
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July 02, 2020
Kristopher Kauth | TrustRadius Reviewer
Score 8 out of 10
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Support Rating

8
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Read Kristopher Kauth's full review
June 26, 2020
Sathya Prakash Paramasivam | TrustRadius Reviewer
Score 9 out of 10
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Support Rating

8
Genesys support web portal provides easy access to report an issue by opening a case and the support team also always ready to assist remotely or on call whenever we need them urgently.
Read Sathya Prakash Paramasivam's full review
June 03, 2020
Rodolfo Antunes | TrustRadius Reviewer
Score 9 out of 10
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Support Rating

10
The support team is really helpful to us. They are always concerned if the problem was really resolved and do follow-ups to check if everything is ok. More recently, we were having a problem to set the platform for our reps, because we wanted them to work from home using a VPN solution, the support team was really good helping us via conference calls and doing follow up call with us to check if the problem was resolved.
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April 29, 2020
Paul Soulodre | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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Support Rating

7
Overall support has been very good but sometimes issues are not addressed as quickly as we'd like. As with most systems tracking intermittent issues can be a challenge so it is understandable.
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April 19, 2020
Teja DSV | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Support Rating

8
When deployed, there are some times issues where you need to contact official support. During my experience, I had issues with a couple of my customers regarding the device. Genesys' support does replace the device after a lot of validations and the shipping time is a headache for us as it takes a lot of time to come from the US to Saudi Arabia. This could be improved.
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January 30, 2020
Martín Stricker | TrustRadius Reviewer
Score 8 out of 10
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Support Rating

9
In our experience, the support team was very responsive and has solved all of our concerns and difficulties. It could be just my impression, but it seemed that a couple of representatives were still learning about the product and couldn't offer perfect support. But overall, they were always available for us.
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May 15, 2020
Charlie Norton | TrustRadius Reviewer
Score 9 out of 10
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Support Rating

8
Always prompt and courteous reply from support but ideas lab is not so good. Some ideas for obvious improvements are there a long time and not acted on by Genesys.
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Feature Scorecard Summary

Agent dashboard (204)
8.5
Validate callers (184)
7.7
Outbound response (168)
8.0
Call forwarding (184)
8.4
Click-to-call (CTC) (146)
8.9
Warm transfer (199)
8.8
Predictive dialing (124)
6.7
Interactive voice response (164)
8.5
REST APIs (138)
8.5
Call scripts (149)
8.5
Call tracking (199)
8.7
Multichannel integration (151)
8.2
CRM software integration (147)
7.6
Inbound call routing (188)
8.7
Omnichannel inbound routing (144)
8.4
Recording (190)
8.7
Quality management (177)
8.1
Call analytics (180)
8.5
Historical reporting (189)
8.1
Live reporting (185)
8.2
Customer surveys (106)
6.7
Customer interaction analytics (133)
7.5

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.
Categories:  Collaboration,  VoIP,  Contact Center

Genesys Cloud CX (formerly Genesys Cloud) Features

Contact Center Software Features

Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Has featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Has featureCommunications forecasting

Workforce Optimization (WFO) Features

Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Has featureLive reporting
Has featureCustomer surveys
Has featureCustomer interaction analytics

Omnichannel support Features

Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Has featureLive chat channel
Has featureCo-browse
Has featureScreen-share
Has featureSocial media channels
Has featureMobile applications

Predictive Analytics Features

Has featureIntelligent call routing
Has featureChatbots
Additional Features
Has featureVoice Routing
Has featureWeb Chat
Has featureEmail Response
Has featureSMS
Has featureSocial Listening
Has featureUnified Communications
Has featureSoftphone
Has featureWorkforce Scheduling

Genesys Cloud CX (formerly Genesys Cloud) Screenshots

Genesys Cloud CX (formerly Genesys Cloud) Video

Genesys Cloud Overview

Genesys Cloud CX (formerly Genesys Cloud) Integrations

Zendesk Support Suite, Salesforce, SAP, Oracle, Microsoft, Teleopti, Verint

Genesys Cloud CX (formerly Genesys Cloud) Competitors

Genesys Cloud CX (formerly Genesys Cloud) Pricing

Starting Price: $75

  • Does not have featureFree Trial Available?No
  • Does not have featureFree or Freemium Version Available?No
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No
EditionPricing DetailsTerms
Genesys Cloud CX 1$75.00Per User Per Month
Genesys Cloud CX 2$110.00Per User Per Month
Genesys Cloud CX 3$140.00Per User Per Month
Genesys ChoiceContact sales teamContact sales team

Pricing plans can also be billed hourly.

Genesys Cloud CX (formerly Genesys Cloud) Technical Details

Deployment Types:On-premise
Operating Systems: Windows, Mac
Mobile Application:Apple iOS, Android

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 8.9.

Who uses Genesys Cloud CX (formerly Genesys Cloud)?

The most common users of Genesys Cloud CX (formerly Genesys Cloud) are from Mid-size Companies and the Telecommunications industry.