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.
Great for UCaaS and CCaaS in one
Seamless migration, simple to use.
Close your sales calls effectively
Genesys Cloud CX met or exceed expectations.
Genesys Cloud CX Review
Genesys Cloud CX Review
Seamless call routing, with constant updates with Genesys Cloud CX.
Kore.ai integrated to Genesys for a powerful product.
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
How Genesys Cloud CX Differs From Its Competitors
CX Automation Performance
Migration Experience
CX Automation Performance
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CX Automation Performance
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CX Automation Performance
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CX Automation Performance
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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 (354)8.585%
- Recording (346)8.585%
- Call tracking (345)8.585%
- Agent dashboard (367)7.979%
Reviewer Pros & Cons
Video Reviews
12 videos
Pricing
Genesys Cloud CX 1 - Voice
$75
Genesys Cloud CX 2 - Digital
$95
Genesys Cloud CX 2 - Digital + Voice
$115
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $75 per month
Product Demos
Get to know Genesys Cloud
Genesys Cloud Guided Tour
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.
- 7.9Agent dashboard(367) Ratings
Enables agents to track and view their individual and team performance.
- 7.9Validate callers(320) Ratings
Authenticates inbound callers with a customer ID.
- 7.7Outbound response(285) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.3Call forwarding(309) Ratings
Forwarding of calls to the appropriate agents.
- 8.4Click-to-call (CTC)(247) Ratings
Allows one-click calling for agents.
- 8.5Warm transfer(354) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.8Predictive dialing(210) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(301) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.2REST APIs(253) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.3Call scripts(282) Ratings
Providing agents with a predefined conversation script.
- 8.5Call tracking(345) Ratings
Enables agents and managers to see the origin of the call.
- 8.3Multichannel integration(277) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 7.8CRM software integration(267) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8.5Inbound call routing(341) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.1Omnichannel inbound routing(259) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.5Recording(346) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8Quality management(316) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.9Call analytics(327) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 7.6Historical reporting(340) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 7.8Live reporting(335) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.6Customer surveys(200) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.6Customer interaction analytics(242) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Genesys Cloud CX?
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
Comparisons
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Reviews and Ratings
(677)Attribute Ratings
- 7.2Likelihood to Renew37 ratings
- 8.3Availability6 ratings
- 8Performance6 ratings
- 9.1Usability68 ratings
- 7.1Support Rating97 ratings
- 7.6Online Training10 ratings
- 7.7In-Person Training4 ratings
- 8.2Implementation Rating18 ratings
- 8.2Configurability5 ratings
- 8.3Product Scalability6 ratings
- 5.2Ease of integration7 ratings
- 8.4Vendor pre-sale7 ratings
- 8.4Vendor post-sale7 ratings
- 7.6Professional Services10 ratings
- 7.6Contract Terms and Pricing Model13 ratings
Reviews
(1-4 of 4)Pure Insight. Limited Hindsight. Promising Foresight.
- Genesys Cloud is flexible enough to manage from a single web browser for a mid-sized organization!
- Robust in real-time visibility of all agents. Part of this equation is that internal communications are elevated (video chat available, group chats, even fax) within the Org.
- We've found our average speed of answer significantly improved with Genesys Cloud.
- Agents appreciate the Profile; having an identity within the Org, rather than simply an operator.
- Built-in Reporting does not cater to a call-centric view of the data. It's Queue-centric, or Agent-priority stats at the moment, although I'm sure with all the reports of this across various review sites, it will be improved soon.
- At this point, unable to log an agent out if he/she accidentally remained signed-in; also unable to change his/her status if a mistake was made.
- Live queue activity and interactions seem to need to be refreshed often to remain current—always behind a bit.
- Agent dashboard
- 80%8.0
- Validate callers
- 100%10.0
- Outbound response
- 80%8.0
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 90%9.0
- Predictive dialing
- N/AN/A
- Interactive voice response
- 100%10.0
- REST APIs
- N/AN/A
- Call scripts
- N/AN/A
- Call tracking
- 100%10.0
- Multichannel integration
- 90%9.0
- CRM software integration
- N/AN/A
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 100%10.0
- Quality management
- N/AN/A
- Call analytics
- 100%10.0
- Historical reporting
- 60%6.0
- Live reporting
- 100%10.0
- Customer surveys
- N/AN/A
- Customer interaction analytics
- N/AN/A
- I think this solution and the pricing structure is actually a little more than we may need now, but as we grow into it, I could see the great advantage of sticking with it. With a little foresight, I think we can make the most of this investment.
- Incoming interactions
- Collaboration between agents
- Dynamic routing of interactions
- Reporting and analytics
- Online Training
- Live monitoring is fluid and enables a supervisor, or equivalent, to drill-down easily into each incoming queue
- The interface is designed in a manner I find intuitive to use; it's as close to "seamless" as you can get, I feel.
An excellent and scalable solution for contact centers
- Integration with other internal products
- Fast and easy expansion capability
- License pricing
- Software continuously improved on a weekly basis
- Proactive Support and Professional Services.
- Appropriate tools for working with clients using Linux softphones.
- The client console could be simpler to operate and more intuitive.
- AMD process for administrator users could be simplified on a single menu.
- Agent dashboard
- 60%6.0
- Validate callers
- 70%7.0
- Outbound response
- 80%8.0
- Call forwarding
- 80%8.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 90%9.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 90%9.0
- REST APIs
- 100%10.0
- Call scripts
- 90%9.0
- Call tracking
- 80%8.0
- Multichannel integration
- 80%8.0
- CRM software integration
- 80%8.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 80%8.0
- Recording
- 90%9.0
- Quality management
- 90%9.0
- Call analytics
- 80%8.0
- Historical reporting
- 80%8.0
- Live reporting
- 80%8.0
- Customer surveys
- 80%8.0
- Customer interaction analytics
- 80%8.0
- The aproximate ROI is 25-30% since our previous contact center solution.
- Integration with modern application would have been impossible without Genesys Cloud.
- Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
- The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
- Online training
- Reliability
- Performance
- Backup capacity
- Integration capabilities improved
- Licenses pricing
- Increaesed API´s and reporting tools
Supercharge your Contact Center operation and make it future-proof with Genesys PureCloud.
- Intuitive interface with powerful features allos easy adoption by workforce and best-of-class CC operation.
- Constant updates and new feature delivery future-proofs your investment.
- Backed by an industry leader. Plaform is supported by solid organization that continues to grow and has a clear vision of the future of CX.
- Open APIs for development and integrations makes it a powerful platform for innovative businesses.
- Elastic architecture and pricing model permits growing without adquiring licensing each time.
- Licencing levels are fixed for an entire organization. It is not possible to mix and match features.
- Works best with a system of record: it specializes in handling interactions so users need a CRM, ERP or ticketing system to integrate into the Contact Center operation.
It's agile release schedule also provides value by giving users constant feature upgrades and virtually eliminates platform obsolescence.
- Agent dashboard
- 100%10.0
- Validate callers
- 100%10.0
- Outbound response
- 100%10.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 90%9.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 100%10.0
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 90%9.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 90%9.0
- Live reporting
- 100%10.0
- Customer surveys
- 70%7.0
- Customer interaction analytics
- 90%9.0
- Genesys Cloud has been the contact center solution with the shortest implementation time we have installed.
- Being a cloud solution helps us deliver several implementations with the same team by working remotely.
- Pay-per-use model and has allowed our clients to avoid investing in infrastructure upfront but still benefit from best of class solutions for their complete CC operation.
Twilio Flex requires too much configuration to be plug-and-play and the per-usage cost is more expensive than the local SIP trunk alternative.
Zendesk Talk doesn't have an integrated view for analytics across channels and the per-usage cost quickly becomes more expensive than being able to use a local trunk.
- Support
- Sales (Demos)
- R&D
- Automatic contact escalation logic
- Sales automation self service
- Remote support
- Marketing automation
- Product Features
- Product Usability
- Analyst Reports
- Implemented in-house
- Preparing SIP trunk communication
- Online training
- no training
- Setting up users, extensions, routing ans routing schedules.
- Starting and ending a shift
- Setup custom integrations
- Configuring schedules for its WFM module
IT staff in charge of configuration quickly become familiar with the web interface, specially since its clearer than other systems terminal-based or form-based setup.
- Google Dialogflow
- Salesforce
- Amazon Lex
- Amazon Lambda
- REST web service
- Vonage SIP trunking
- Acumatica
- File import/export
- Single Signon
- API (e.g. SOAP or REST)
- Javascript widgets
- ETL tools
- AppExchange or similar marketplace
It's easier to integrate REST web services integrations. Other integrations are possible but require middleware development and hosting.
- Didn't need to do anything
- AI features
- Interaction analytics
At first I was lost then I was found...
- Communication of new features being launched.
- Striving to provide new and improved features.
- Working with and listening to the customer.
- Reporting and Analytics.
- Wall Board Functionality.
- API Training and Ease of Use.
- Agent dashboard
- 80%8.0
- Validate callers
- 80%8.0
- Outbound response
- 80%8.0
- Call tracking
- 80%8.0
- Recording
- 90%9.0
- Quality management
- 90%9.0
- Call analytics
- 70%7.0
- Historical reporting
- 70%7.0
- Live reporting
- 70%7.0
- Customer interaction analytics
- 70%7.0
- Positive-Can quickly change skills and queues to manage overflow calls between our three Customer Care call centers.
- Positive-Better service to our customers as a result of the quality program that the Genesys software provides.
- Negative-Early adopter experienced stability issues initially.
- Ease of Use
- Stability
- Feature Rich
- Quality Program
- Overflow Capabilities
- Skill Based Call Routing
- Outbound Call Campaign
- Different Media Routing, Chat, Social, etc...
- Personalized Messaging based upon queues
- Price
- Product Features
- Product Usability
- Implemented in-house
Phase Two was setting up the design or flow of the system.
Phase Three was setting up the flows in architect and launch in June of 2016.
- System went down on day of launch (for only 15 minutes)
- System went down two weeks after launch
- Reverted back to old system for several weeks after second outage
- Was surprised with the lack of features after launch
- Online training
- In-person training
- Self-taught
- Adding new personnel to the system
- Changing or adding skills for the agents
- Adjusting wrap up codes or altering them
- Setting up queues
- Architect can be challenging
- Outbound cal campaigns are currently a challenge
- Reporting needs to improve
- Sales Force
- Not at this time
- API (e.g. SOAP or REST)
- Upgraded for a phone ACD system. This will improve service to our customers and will make our agents lives better.
- More direct routing to specific agents.
- Availability of metrics.
- Quality program can be launched.
- Reporting
- Quality Program
- Call Routing