Growing Solution that Solves all OCS needs.
Genesys Cloud CX is our primary platform for omnichannel communications. We utilize it for calling, SMS, Webchat, and Email. Migrating to …
Starting at $75 per month
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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
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Popular Features
- Warm transfer (354)8.585%
- Recording (346)8.585%
- Call tracking (345)8.585%
- Agent dashboard (367)7.979%
Reviewer Pros & Cons
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
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
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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 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 Warm transfer and Call tracking and Inbound call routing highest, with a score of 8.5.
The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
Comparisons
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Reviews and Ratings
(677)Attribute Ratings
Reviews
(76-100 of 408)Companies can't remove reviews or game the system. Here's why
June 21, 2023
Great Data and easy to use.
Inbound/Outbound agents. We needed better call data for inbound/outbound data.
- Data Reports.
- Ability to view what agents are doing.
- Reliable
- Support, in the beginning, to educate local ITSD on how to help with issues before elevating to Genesys.
We use GC to route all inbound and outbound traffic to our call center, including voice and chat channels globally.
- Offering.
- Technical Support.
- Partner Network.
- Email integration.
- Asia market priorities.
June 21, 2023
Free's Coke Review.
Voice and screen recordings on 100% of calls.
- Captures all voice interactions.
- Breaks down the interactions into segments.
- Shows us the screen recordings after the call has ended if the agents didn't disconnect.
- The graph at the bottom of the interaction screen isn't the most user-friendly.
- wish it could record what an agent is doing when the call comes in before they accept it.
- Show the voice/screen recording on other screens.
June 21, 2023
Great product with multiple uses.
Provides a call center environment for phones and emails. Also integrated outbound campaigns. Genesys allows easy ability to manage the team and make sure everyone is productive.
- Call routing.
- Email ACD.
- Easy to adopt.
- Better user interface reviewing calls.
- Allows screen recording beyond just the interaction and ACW.
June 21, 2023
Genesys - end user friendly.
We utilize Genesys Cloud CX in our corporate call center. We have a couple of custom applications to allow us to have directory information from our CRM. It is very user-friendly for the end user. I dislike not having reported. I have been asking about I terraces with more hospitality-centric applications such as LMS- lodging systems. Genesys could be great if it had tools catered to hospitality/ hotel industry customers. I have had difficulty with your support services and applications support. I have been able to resolve my own issues when support has advised there was no solution.
- End-user.
- Call recording.
- All on one application.
- Reporting
- Interfacing with hospitality CRM.
- Lead lag.
June 21, 2023
Call Center Manager Perspective.
We use Genesys for inbound calls from guests and to contact other departments. We use it to manage KPIs and QAs. Genesys provides us with reporting so we can analyze data with our booking data. It is very user-friendly for our agents & operators. For management, it is more challenging to build reporting and find easier ways to integrate it into Excel. I wish support was more accessible and had a sense of urgency. Having resources in other countries makes this challenging. We feel we need to be more of our own advocate in troubleshooting which takes time away from running our Call Center.
- Agent Friendly.
- Sound quality.
- Some reports.
- Building users.
- Support
- Sense of urgency.
- Really listening to customer needs.
- Having to refresh frequently on the agent level.
June 21, 2023
Great solution.
we are using the platform in several Customer Contact Center campaigns, handling several communication channels and improving customer experience in order to mantain the same conversation level and qyality in all contacts. we defined around 70 user cases history to implement the first stage of implementarion within 120 days, for us it has been very innovative experience and helps to deliver great results in terms of team efficiency, bussiness income results and customer engagement.
- Same conversation
- Cx orchestration.
- Customer journey.
- Deep knowledge of the customer.
- Connection with another system.
- Time to resolve tickets.
- BC preparation time.
Genesys Cloud CX addresses many of our customer's needs in any vertical and any size. Is a powerful tool that has shown to be of great use to increase customer experience and increase revenue.
- Customer Journey.
- Omnichannel
- CRM integration.
- Reporting
June 21, 2023
Great Review.
Telecommunications, Reporting, Interactions, Customer Experience.
- Tracking and Reporting.
- Customer Interactions - Recording.
- Automation
- Customer Experience.
- Simplifys reporting.
June 21, 2023
Genesys Cloud CX Newbie Review.
We are currently using it for the integration capabilities and ability to customize. It addresses the ability to use multiple CRM platforms and our multiple integration needs.
- Routing
- Call Journey.
- Recording
- Call Detail.
- Integrations
- Reporting- Not enough out of the box.
- Dashboards
- Real-time analytics really struggles, especially when trying to view more than one client at a time.
June 21, 2023
Review from a newer user.
Direct Employee Support and customer support. I really appreciate the speech analytics options and caller sentiment score.
- Voice Recordings.
- Reporting
- WFM
- Transcription of calls - some of the text is fun to read but difficult to find when there's an issue.
- The callback functionality can be improved.
- Call connectivity from agents at home.
June 21, 2023
Fun Review!
At SSFCU, we use Genesys Cloud CX for all things communication with our membership. We use Genesys for outbound dialing, inbound call handling, email handling, Workforce Management, and more. The primary business problem that we address with Genesys is providing efficient and optimal communication with our membership.
- Workforce Management.
- Contact Center Operations.
- Inbound email handling functionality could be better.
Genesys Cloud CX is used in our customer care center by approximately 300 agents who support our members with their health insurance needs. Specifically, it has helped us move away from risky technical debt and adopt a cloud adoption strategy so that we remain agile in our very competitive industry.
- Forwarding thinking.
- Customer relationship management.
- Uses cutting-edge technology.
- Station-level recording, including internal calls!
- Customer support thoroughness.
- More detailed call logs are available to customer staff for troubleshooting.
- Automatically enabled network and console logging.
June 21, 2023
Genesys Cloud CX, a WFM leader's perspective.
I use Genesys Cloud CX in my organization for Workforce Management, Reporting, and Analytics. The business problem the product addresses is the unilateral ease of reporting and queue monitoring across different levels of the organization. The ease of use for the end users (Agents) is also another business problem the product addresses.
- Agent UI.
- Real-time Analytics.
- Frequent improvements and enhancements are driven by user feedback.
- Historical Reporting where the data is across multiple queues or agents/leader groups.
- It improved WFM Reporting Capability to monitor multiple agents with relative ease.
June 21, 2023
General Review.
We integrate our call center with CRM and do process automation.
- IVR
- CRM look up.
- Workforce Management.
- Analytics
June 21, 2023
Happy Customer
We have 75 physical locations and have centralized 66% of inbound call volume. Genesys allows us to manage that volume, about 2 million calls per year.
- Platform ease of use for agents.
- Ease of use for voice services.
- WEM is complicated, and not very intuitive.
- Voice quality issues can be hard to pinpoint.
June 21, 2023
Genesys Cloud is the future!
Contact Centre Solution, Outbound Dialer - Mass notifications, WFM.
- Agent Experience.
- Ease of Use.
- Administration.
- WFM
June 14, 2023
My honesty review of Genesys Cloud CX after 3 years.
We use Genesys Cloud as our contact center software. We run our phones, chat, and working on moving email in to the cloud. It has given us very valuable insight in to our business. We have been able to change our process and reorg our IVR so that we reduced talk time and we are able to better handle customers. We have also just started using QA and are able to see an improvement in CSR performance.
- Documentation is stellar, and I am able to search Beyond training or the knowledge base for anything I need.
- Call flows and IVR is stupid easy to build and work in.
- End users (CSRs) like the interface and seem to be able to navigate easily in the system.
- The time from when we experience an issue to the time there is a post of an issue seems long sometimes.
- I would LOVE to see more photos with the release notes.
- We have trouble with the headset profiles retaining sometimes. I drives me crazy.
May 24, 2023
Genesys Cloud CX true user
Score 9 out of 10
Vetted Review
Verified User
Genesys Cloud CX is intertwined in everything we do. We service various products, thousands of customers daily, and through all mediums (voice, email, chat, sms). The ease of using Genesys Cloud CX and its focus on improving and adding features allows us to continuously find ways to best service our customer's interactions on a daily basis.
- Call flow design and architect
- New feature add
- Resource center
- Support
- Sometimes a release inadvertently affects another feature. Small but noticeable
April 03, 2023
Genesys Cloud CX From a Glance
Score 7 out of 10
Vetted Review
Verified User
Serves as an augmentation to our on-prem solution that we can use to quickly spin up agents that don't need access to VPN resources.
- Quick to turn up
- Quick to get new numbers
- Easy to chat with other system users
- Admin for call routing is not as intuitive as some other platforms
- Admin options can be confusing when using system for the 1st time
- Reporting issues from an agent perspective
April 03, 2023
Genesys Cloud CX at a glance review
DriveTime Automotive uses the Genesys Cloud CX to create Dealership phones along with contact center environments across three lines of business. It is broken down into warranty, finance, and sales. It creates a solution to have it centralized in one telephony platform. This includes end users, sales representatives, and agents handling calls through queues and IVRs. This is a perfect system to manage our business needs.
- Handles the dialer configurations
- Handles the Dealership in different time zones hours of operations
- Skill level for agent knowledge
- Handles the choices in the call flow
- Advanced softphone technology
- Integration to other systems
- API integrations
- Support
- Internal calls recording
- Turn around time for support
- New Technology integrated communications
- More communications when there is a change.
April 01, 2023
Genesys Cloud CX Review
We recently moved to Genesys Cloud CX, specifically using the Contact Center CX2. The move to the cloud was very smooth. We managed to roll out phase by phase without any downtime. In general, users notice the change with more powerful functionalities and a very good and intuitive interface. The use of this new tool enabled us with news channels and gave us the possibility to provide new services in general.
- Very good interface
- Changes done internally instead of being dependent of a provider
- Quality metrics
- Email handle and management
- Strictly separate areas (if e.g. provide a new service for a different client)
March 31, 2023
Pleasantly Satisfied with Genesys Cloud CX
We have implemented a multichannel inbound and outbound contact enter, integrated with a homegrown CRM and other platforms. This implementation and integration were completed largely in-house and over an escalated timeline. Genesys Cloud CX allows us to use a single interface to operate all aspects of our contact center while having no on-site hardware for services.
- Outbound Campaigns
- API integration
- WebRTC telephony
- Web Based user interface
- Post sale support is not so good.
- It has taken a few tries to get a good TAM.
March 29, 2023
User friendly.
Call Center. To assist users in working with our customers to resolve issues and answer questions about and for our organization. We have both work-from-home / remote users as well as on-premises employees. We have about three hundred users that use the system.
- Easy to use.
- Navigation tools.
- Call quality.
- real-time stats.
- Call flow tools are not easy to read.
- Support tools are hard to find.
March 29, 2023
CX is now Cloud 9
Merging Licenses and Features
- Single Panel of Glass
- AI Bots
- Web Based
- customize user interface / push views