Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
Genesys Cloud CX (formerly Genesys Cloud)

Overview

Reviews

Just worked!

9
Genesys Cloud CX is being used across all departments Finance, IT, HR, Customer services, Pre-Sales, all segments B2B, B2C, D2C, and all …

Genesys Cloud CX good CC software platform

9
Genesys Cloud CX is the contact center platform used in all customer service operations. We operate at a multi-channel level with centers …
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Review of Genesys from EndUser View

9
We use Genesys as our phone system for both internal and external clients. This product is very useful because we used an app in the past …
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An excellent cloud contact center

9
We help a lot of customers in implementing Genesys Cloud for their organization to help and solve the business problems with the …
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Genesys Cloud CX Review

9
Our customers have big concerns about upgrading the on-premise solutions they use. When the pandemic started they wanted to move their …
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Genesys Cloud Review

9
We currently use Genesys Cloud in an operation with more than 700 contact center agents, performing customer service with the omnichannel …
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Superb UI makes adoption a breeze

9
We adopted Genesys primary for our Call Center, however, the whole company uses it. Our previous self-hosted Avaya phone system was clunky …
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Popular Features

View all 22 features

Recording (206)

8.9
89%

Agent dashboard (221)

8.8
88%

Warm transfer (214)

8.7
87%

Call tracking (216)

8.4
84%

Reviewer Pros & Cons

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Pricing

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Genesys Cloud CX 1

$75.00

On Premise
Per User Per Month

Genesys Cloud CX 2

$110.00

On Premise
Per User Per Month

Genesys Cloud CX 3

$140.00

On Premise
Per User Per Month

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

Features Scorecard

Contact Center Software

8.7
87%

Workforce Optimization (WFO)

8.1
81%

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

Alternatives

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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 9.4.

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.

Reviews

(1-25 of 73)
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Brenda Wynne | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
The issues which we need support with are usually complex issues, and usually have to go to developers for resolution. This means that it can take weeks or months to get a resolution. However, we rarely need to open any other support tickets because the system is easy to use and stable.
Patrice Tanguay | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
For several years Biron was supported [by] "Genesys Direct" with monthly discussions with our AE (Account Executive) and SE (Software Engineer). Proactiveness with upcoming features and "tips" on how to optimize the platform. Currently we are being supported through a partner. Excellent support. We needed a "hot fix" for an identified bug, and Genesys delivered promptly.
Score 10 out of 10
Vetted Review
Reseller
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Internal support is excellent however the online resources could use some work. The training environment is not organized by the program that is used. The resource library is also not very user-friendly. IE. searching for "how to transfer a queue call" will result in ALOT of options but none of them directly related to the question that was asked.
January 12, 2022

Genesys Cloud CX Review

Score 9 out of 10
Vetted Review
Reseller
Review Source
Genesys has a well-organized team to support the product and their responses are quite accurate to address the issues or solutions. Specifically, the resource center provides all required details to search very quickly and respond to customers' queries and configurations. It also supports multi-language and keeps up-to-date with all the new add-ons.
Matthew Calton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
February 25, 2021

One Size Fits All

Christopher Kaldenberg | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Kristopher Kauth | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Teja DSV | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Martín Stricker | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.