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.
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
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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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 (352)8.585%
- Call tracking (343)8.484%
- Recording (344)8.484%
- Agent dashboard (365)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(365) Ratings
Enables agents to track and view their individual and team performance.
- 7.9Validate callers(318) Ratings
Authenticates inbound callers with a customer ID.
- 7.6Outbound response(283) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.3Call forwarding(307) Ratings
Forwarding of calls to the appropriate agents.
- 8.4Click-to-call (CTC)(245) Ratings
Allows one-click calling for agents.
- 8.5Warm transfer(352) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.8Predictive dialing(208) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(299) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.3REST APIs(251) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.4Call scripts(280) Ratings
Providing agents with a predefined conversation script.
- 8.4Call tracking(343) Ratings
Enables agents and managers to see the origin of the call.
- 8.3Multichannel integration(275) 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(265) 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(339) 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.
- 8Omnichannel inbound routing(257) 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.
- 8.4Recording(344) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.9Quality management(314) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.9Call analytics(325) 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(338) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 7.8Live reporting(333) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.7Customer surveys(198) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.6Customer interaction analytics(240) 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
(676)Attribute Ratings
- 7.2Likelihood to Renew37 ratings
- 8.4Availability6 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
- 8.4Product Scalability6 ratings
- 5.3Ease 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)Excellent product - full end-to-end solution!
- Seamless Upgrades.
- Feature-Rich Contact Centre Solution.
- User-Friendly Experience.
- Email Channel functionality is a little limited at present.
- Agent dashboard
- 80%8.0
- Validate callers
- 90%9.0
- Outbound response
- 90%9.0
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 30%3.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 50%5.0
- Interactive voice response
- 100%10.0
- REST APIs
- 90%9.0
- Call scripts
- 100%10.0
- Call tracking
- 80%8.0
- Multichannel integration
- 90%9.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 90%9.0
- Quality management
- 90%9.0
- Call analytics
- 90%9.0
- Historical reporting
- 70%7.0
- Live reporting
- 90%9.0
- Customer surveys
- 50%5.0
- Customer interaction analytics
- 100%10.0
- Has provided an excellent solution to WFH due to COVID.
- Integrated a new PCI DSS solution to decouple us from PCI.
- Contact Centre Voice solution to our customers
- Internal Communication tool between our teams
- Inbuilt features between our CRM data
- The ability to add transcriptions to assist with our customer fault resolutions
- Inbuilt chat channels
- Inbuild email channels
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Implemented in-house
- User onboarding and training - it takes time to adopt some of the users
- Online Training
- In-Person Training
- The flows are very initiative and easy to use
- The integration elements and Actions tabs are simple to follow
- The dev tools and the ability to seek some elements of information.
- CRM
- NA
- File import/export
- NA
- NA
All-in-one platform suite for your contact center
- Genesys is going exceptionally well in the call routing; we have bulls eye routing which can choose the more appropriate agents to route the call and IVR's can do precise routing login using the architect scripts.
- The Genesys Cloud solution centralizes omnichannel processing, system configuration, administration, and reporting, while also consolidating multiple vendors to one.
- The Genesys Cloud migrations provides fast deployment and cost-saving.
- WebRTC softphones vs expensive hardphones vs softphones.
- WebRTC softphone, On-demand call recording, Corporate and workgroup directories.
- Voicemail and unified messaging which gives exceptional enhancements in our call center environment.
- We need to rely on the stability and the quality of the user’s Internet connections bandwidth.
- In case of any features which need in house development, and we need to wait for the more time.
- Genesys should focus calling plans instead of going to other PSTN service providers.
- Genesys CTI.
- Lexbot integration.
- On demand call recording.
- Voicemail features.
- Genesys WEM/WFO
- Agent dashboard
- 90%9.0
- Validate callers
- 70%7.0
- Outbound response
- 80%8.0
- Call forwarding
- 80%8.0
- Click-to-call (CTC)
- 60%6.0
- Warm transfer
- 80%8.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 70%7.0
- REST APIs
- 80%8.0
- Call scripts
- 60%6.0
- Call tracking
- 90%9.0
- Multichannel integration
- 70%7.0
- CRM software integration
- 80%8.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 90%9.0
- Quality management
- 90%9.0
- Call analytics
- 100%10.0
- Historical reporting
- 80%8.0
- Live reporting
- 70%7.0
- Customer surveys
- 60%6.0
- Customer interaction analytics
- 80%8.0
- Omnichannel experience.
- PSTN is not provided by Genesys.
- Call routing options are exceptional.
- BCP solution is not effective in case of application level failure
- In case of BCP then you need to bear for the additonal cost for licensing
- Avaya OneCloud CCaaS, avaya onecloud cpaas and Avaya OneCloud UCaaS
- Genesys Outbound dialer
- Genesys SMS & Email notifications
- Genesys Voicebots
- CRM collabration
- Genesys Predictive engagement
- Genesys Co-browse
- IVR Personalization
- Customer authentication
- Genesys Global media Fabric
- BCP solutions
- Price
- Product Features
- Product Usability
- Product Reputation
- Online Training
- In-Person Training
- No Training
- Genesys WEM/ WFO
- Recordings and Monitoring
- Reporting
- Easy of administration
- Architect Scripting
- Logs capturing for troubleshooting
- Enabling the media captures
Genesys Cloud, the contact center of the future!
- It has the best user interface
- Fast and easy deployment
- Open platform for fast integrations
- End-to-end omnichannel management
- You can clear campaigns from API but it should be a button for supervisors
- Supporting arrays and tables on agent scripting could be a good improvement
- Agent dashboard
- 100%10.0
- Validate callers
- 100%10.0
- Outbound response
- 100%10.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 100%10.0
- 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
- 100%10.0
- 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
- 100%10.0
- Live reporting
- 100%10.0
- Customer surveys
- 100%10.0
- Customer interaction analytics
- 100%10.0
- Inbound/outbound campaigns are more efficient
- Easy and well-designed reports
- Cloud Solution
- Integration with Salesforce
- Custom Integrations
- The salesforce connector
- The cloud solution with no downtime
- With REST API you can integrate with every system!
- As contact center
- As cloud solution
- Easy rest integrations with every system
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Implemented in-house
The second phase was to configure user/roles based on the business of the customer.
At the end, we concluded with ACD and Agent scripting.
- Read wrapup codes from Analytics API
- Uploading csv file
- Online training
- in-person training
- People Management
- Integrations
- Telephony and Sip configuration
- Agent Scripts
- When you try to read and to get feedback of the contactlist that you have uploaded by exporting the excel file. Too many redirections.
- Analytics API is difficult but we did well
- DebtManager
- Sales Force
- Custom CRM
- Salesforce
- DebtManager
- API (e.g. SOAP or REST)
- Happy Customers
- New features
- Extended functionality
- Better reports
- More custom fields
- Custom report based on custom fields
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