Skip to main content
TrustRadius
Genesys Cloud CX

Genesys Cloud CX
Formerly Genesys Cloud

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.

Read more
Recent Reviews
Read all reviews

How Genesys Cloud CX Differs From Its Competitors

CX Automation Performance

Our call flows are more efficient and our dialer campaigns are well optimized and dynamically paced due to automation tools that Genesys Cloud CX provides. Overall it is a great experience for all.
Continue reading

Migration Experience

Genesys Cloud CX makes it incredibly easy to set up a new site and integrate it into our existing system. When we start a new location it can be up and running, fully intertwined, with no issues on our end. This drives a perfect experience for our end users and customers.
Continue reading

CX Automation Performance

With the inclusion of Genesys Cloud CX at [...], we were able to give out contact numbers along with our extension number to customers, via email or voicemail, but if the customers called me at a time when I was on another call they would be get connected to the next best agent who is free, this …
Continue reading

Migration Experience

Migration to Genesys Cloud CX was pretty easy. THe tool was very easy to use and we could easily train new employees. THe user experience was became much better once we started using Genesys Cloud CX, previouslt there were many that were either not connected or the reciever couldn't hear our voice …
Continue reading

CX Automation Performance

Our management team is continually searching for and evaluating ways to improve internal and external service and performance. As an organization grows, there is nearly always a need to automate some aspects of the business. Genesys Cloud has helped us in that regard.
Continue reading

Migration Experience

As we have grown, we've had no issues with the usability of Genesys Cloud CX; it has scaled nicely with our business without sacrificing the user experience.
Continue reading

CX Automation Performance

We're actually just now looking to finally get into doing some of that, so I don't really have much to speak on it yet. We started using the knowledge base and documents and stuff, building it out for internal purposes, still building that, and then that's kind of the next jump, trying to build …
Continue reading

CX Automation Performance

I am not that technical. But essentially interactive voice response is the future, as opposed to pressing 1 for an action then pressing 8 for the same and then 9 to connect to a customer agent, people want to just, on the go talk to the IVR that they want to be connected to a live agent immediately.
Continue reading

Migration Experience

Improved customer satisfaction is directly proportional to the goodwill of the company. So this is needed since Genesys is in most Fortune 2000 customers; transactions are in millions, so basically scalable to the biggest companies in the world, highly scalable and improved customer stability …
Continue reading

CX Automation Performance

For the project that I mentioned to you, Genesys Cloud CX is part of the entire interaction platform for that specific contractor. We adopted the tool, and all the writing of this tool was done, for example, for a solar energy operation company. And then we can leave the entire sales script, all …
Continue reading

CX Automation Performance

We've got our internal, we use some self-help bots for our customers. If they contact ICT and they need to reset their password, for example, we can help them through that process without them needing to talk to an agent. If they've got stuck in a particular part, we can then offer them help based …
Continue reading

Migration Experience

When we selected Genesys Cloud CX, our build time took around three months. We've got quite complex routing for our emails that come in and Genesys made that so much easier for us. We could start to pick out keywords from the subject or the body of the email and that really helped us get those …
Continue reading

CX Automation Performance

It plays a huge role for us. We're actually moving into that doing a lot more. We wanted all of our members, when they called in, to get that real human experience. We deal mostly with seniors as they've become more tech-savvy, and a lot of them prefer the self-service options. So we've made that …
Continue reading

Migration Experience

I think the scalability. Actually, it was one of the bonuses where we are constantly modifying it. We are constantly adding stuff, tweaking features, and figuring out new ways to do things and in the long run it's helped both of our agents, which when our agents are working more efficiently, helps …
Continue reading

CX Automation Performance

We have implemented bots that are connected to the information system for our customers. By doing that, we can get information about the person who's calling us, so we can provide a dedicated journey and we can provide the best answers to these users for knowledge. It's still quite complicated …
Continue reading

Migration Experience

Migration for Genesys Pure connect to Genesys Cloud CX was quite easy, but a little bit long because we're not one customer, but I have about 100 different one. It has improved the journey of the users due to the bots and the connections to our information systems. The migration of data, we didn't …
Continue reading

Migration Experience

The migration process to Genesys Cloud CX has been pretty simple. Provided we kind of have the right requirements laid out and all that. So the knowledge of the product, while it's actually pretty easy to get started using like I said, architect and stuff, there is some bit of a learning curve …
Continue reading

CX Automation Performance

Over the next few years, we want to be able to integrate the Messenger web functionality. I sincerely believe that this type of functionality will improve the customer experience by eliminating the need for the customer to repeat themselves every time there's an interaction with an agent. …
Continue reading

Migration Experience

Our implementation of Genesys Cloud CX was quick. We implemented Genesys Cloud CX with the help of our partners in less than three months. We went step by step, first integrating the basic functionalities, which are essential for managing a customer contact center. One of the challenges we still …
Continue reading

CX Automation Performance

As far as I'm concerned, the agent knowledge base is really managed a bit separately from Genesys. We have a portion of Genesys with Salesforce, so there's a knowledge base hidden there. On the other hand, there's no knowledge base. I'm not sure whether we're making full use of that part, but I'd …
Continue reading

Migration Experience

I wasn't there when the company moved from PureConnect to PureCloud, but I heard that the integration went well. That was a big project for everyone, moving from the old to the new. Now I'm inheriting it, I'm managing the CX Cloud. But clearly, the integration required a lot of preparation. Of …
Continue reading

CX Automation Performance

They have a lot of articles that go with educating. For us, it's our technology team that helps us implement this. I would say, I don't think we could do it by ourselves completely. We have a really great app development team that helps us with this kind of stuff, but we've partnered with Star …
Continue reading

Migration Experience

As far as the impact to our customers, from their point of view, I don't think they see really much of a difference because they're only really interacting with it when we are calling them at this point. As far as the data migration goes, I wasn't as big of a part of that process, but it all …
Continue reading

Migration Experience

We migrated from an onprem Avaya Contact Center elite platform to Genesys cloud with ease, the system was setup like for like and the ability to switch features on and trial functions on CX3 license level with no additional costs was an added bonus
Continue reading

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

View all 22 features
  • Warm transfer (354)
    8.5
    85%
  • Recording (346)
    8.5
    85%
  • Call tracking (345)
    8.5
    85%
  • Agent dashboard (367)
    7.9
    79%

Reviewer Pros & Cons

View all pros & cons
Verified User
Engineer in Information Technology
Automotive Company, 1001-5000 employees
Verified User
Director in Information Technology
Financial Services Company, 201-500 employees

Video Reviews

12 videos

View Playlist
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
View more videos
Return to navigation

Pricing

View all 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
Return to navigation

Product Demos

Get to know Genesys Cloud

www.genesys.com

Genesys Cloud Guided Tour

www.genesys.com
Return to navigation

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.

8.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.8
Avg 8.3
Return to navigation

Product Details

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.

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

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

Genesys Cloud CX Integrations

Genesys Cloud CX Competitors

Genesys Cloud CX Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesCanada, 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 LanguagesArabic, 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.

Five9, NICE CXone, and Talkdesk are common alternatives for Genesys Cloud CX.

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(677)

Attribute Ratings

Reviews

(1-25 of 408)
Companies can't remove reviews or game the system. Here's why
April 11, 2024

Growing Solution that Solves all OCS needs.

Verified User
Engineer in Information Technology
Automotive Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Almost every business relies on multi channel communications to interface with each other and their customers. Genesys Cloud CX provides a fantastic suite to handle all of these needs in one package.Our agents find it to be great and customer experience is also fantastic. We better serve our clients through utilization of this product.
January 12, 2024

Close your sales calls effectively

Rajiv Menon | TrustRadius Reviewer
Rajiv Menon
Sales Development Representative
Sophos (Computer & Network Security, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For a sales rep who is handling international market, i feel this tool is the best way to connect to customers, there are no major issues while using this app.

But i would say same cannot be said for reps handling their home market, as making calls by a normal phone would be much easier.
January 10, 2024

Genesys Cloud CX Review

CB
Catherine Behrens
Business analyst
Esri (Computer Software, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If they want it as the stand alone, I would recommend it all day every day. If they want to integrate with Salesforce, I'd tell them to think about it, and not want anything overly complicated. It just really sucks to always be behind the curve of everyone else on the same platform. I heard this same issue voiced to at the conference in COsta Mesa, and it was said that Salesforce will always be at minimum 6 months behind on features. Also, skill based routing needs work. If there is anticipation of the call transferring to a new agent, skills don't strip. So if a Customer Service rep gets a call for sales, they can't transfer the call without holding on to the skills applied to the call already, which no one in Sales would have. We had to build a custom script to make it work.
December 18, 2023

Seamless call routing, with constant updates with Genesys Cloud CX.

Ellen Caroline Murphy Dixon | TrustRadius Reviewer
Ellen Caroline Murphy Dixon
Administrator in Finance and Accounting
MD Financial Management | Gestion financière MD (Facilities Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
With this tool, each organization will be creating, innovating and scaling positively, so you will see excellent results in terms of money. All reports from the cloud are very efficient, with an exceptional status. It has good functions that are easy to use, with constant updates. It has a technical team always ready to help you when needed.
October 18, 2023

Kore.ai integrated to Genesys for a powerful product.

Verified User
Manager in Sales
Banking Company, 501-1000 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
People are moving out of legacy on-prem to a modern, more secure cloud. Human-like conversations, as opposed to press 1 to do this, press 2 to do this, have become obsolete. No one wants to wait 2-3 minutes navigating preset queries to get to what they need in any company.
September 29, 2023

Genesys Cloud CX Review

RS
Raphael Souza Gonçalves
Executive Director
Concilig (Information Technology & Services, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
September 29, 2023

Genesys Cloud CX Review

Verified User
Employee in Information Technology
Government Administration Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think for us managing those inbound contacts, it's been really easy to scale it up and up and up. So we've got inbound voice, email, web messenger bots, and we've done that all in two and a half years. It's been really easy for us just to kind of keep growing and keep improving those services that we offer.
September 29, 2023

Genesys Cloud CX Review

LF
Lionel FLORENCE
Directeur Users Digital Journeys
Helpline (Information Technology & Services, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited for our business, as we have the flexibility and the tools to give the best solutions to, or the best answers to, our customers. Where it's not so well suited is for very large teams. When you have more than two or three agents and with lots of complexity, sometimes UI is not.
September 29, 2023

Genesys Cloud CX Review

BR
Bharat Kumar Rudrakshala
Senior Application Developer
Esri Incorporated (Computer Software, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
As I mentioned, this product is well suited for customers who don't want to actually deal with any of the maintenance that is involved. Even using virtual machines is out of the picture now, so we don't have to deal with any of the hardware and data centers. So it's well suited for customers who want to move away from that. I think this tool has the power to give our business users more opportunity to actually get into the product and actually do things on their own without actually depending upon the development team to actually get things out the door. They could actually do it by themselves because it is much easier. Areas of improvement? I think, like I said, permissions. The business still has to come to us to apply for permissions because of the fear that they might actually do something they're not supposed to. So that's one area of improvement.
September 29, 2023

Genesys Cloud CX Review

Verified User
Director in Customer Service
Information Technology & Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I'm really happy with Genesys, how it’s really easy to use. Without really having to deploy a big technology project, we have very important functionalities in customer service. For example, I'm thinking of Work Force Management, WFO. It's really important to be able to use this kind of technology.
September 29, 2023

Genesys Cloud CX Review

Verified User
Employee in Information Technology
Insurance Company, 501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I don't think it makes much sense to give Genesys to my business users, but it’s useful for people who aren't in the call center. In the telephone system, you always have people calling business users and call center users. If we were on an old phone system where everyone had a phone on their desk, we would move to Genesys. Maybe it's not a good idea to give Genesys to people in administration, finance, or reception. Perhaps that's not where Genesys works best.

For call centers, for example, it's perfect. What we did was provide telephones in Teams for people in business and admin. Then, the whole call center team went on Genesys. Obviously, everyone talks to each other via Teams anyway, and there are fewer and fewer phone conversations. Where I think it really stands out is in terms of the call center. It's wonderful, but I don't think it's worth having a license, not a top license for an administrative type user. What's more, over time, we're seeing that fewer and fewer interactions are taking place via calls. Not for the call center, of course. When business comes in, calls go through the call center, so it's vital to have these as voice conversations. But in administration, finance, or accounting, we don't really need to call each other anymore.
September 29, 2023

Genesys Cloud CX Review

AR
Aaron Rustebakke
Sales Manager
Beacon Funding (Financial Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Right now we use it for the outbound prospecting. That's really been key for us and how we've been doing that. I would say the scenarios in which we haven't yet are eventually going to be transitioning to using it company-wide. It's just to everybody's calls. But I think part of the struggle with that is how do we do that and give people the access we've given them to it while still maybe keeping certain calls for security purposes excluded. I guess that would be the one that I would say is not the exact fit.
August 18, 2023

Forecasting and Scheduling suggested add on

EM
Edward Craig Maristela
Resource Planner
Travelport (Transportation/Trucking/Railroad, 10,001+ employees)
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
they should ask industry professionals and end users prior deploying so that it will not create a expectation that is not deliverable but critical to the end user. Prior the demo of the product, requirements has been provided and this creates expectations to deliver the requirements.
August 03, 2023

Genesys Cloud CX filled our needs for a global solution for our contact centers.

Verified User
Manager in Other
Pharmaceuticals Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Very good ACD system with specific flow control. Good with channels other than voice. Real-time reporting via Workspace is good. Good integration with other CRM systems to centralize user experience. Speech recognition could use some improvement and transcription.
August 01, 2023

Review.

Verified User
Analyst in Information Technology
Insurance Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited because it is an all-in-one solution where we can put the entire enterprise on the system. Previously we had about four different phone systems. Another thing is how well it integrates with other systems/services.
Return to navigation