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

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 (353)
    8.5
    85%
  • Recording (345)
    8.5
    85%
  • Call tracking (344)
    8.5
    85%
  • Agent dashboard (366)
    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

(675)

Attribute Ratings

Reviews

(126-150 of 407)
Companies can't remove reviews or game the system. Here's why
March 14, 2023

All-in-one platform suite for your contact center

Verified User
Consultant in Information Technology
Computer Hardware Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Cloud is providing omnichannel customer experience which is good compared to all other providers in the market now, and when it comes to the calling plans we need to go for the third party providers, instead this could be managed by Genesys itself by providing calling plans as like Microsoft calling plans.
March 10, 2023

Great All-in-one product solution that's easy to use and saves so much time

Verified User
Engineer in Information Technology
Computer Software Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
  • The simplicity of use and learning process is very easy, which allows us to adapt quickly to customer needs.
  • Having everything in one place saves so much time messing around and flicking between products.
  • Feature-rich and continued product enhancements mean we're constantly on top of our game.
March 09, 2023

Genesys Cloud CX

Verified User
Engineer in Information Technology
Computer Software Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
After careful consideration and evaluating multiple vendors, Genesys Cloud CX was the vendor of the choice for our digital transformation journey. The partnership approach and one shop solution for all our contact center needs were met by Genesys Cloud CX.
March 07, 2023

Review of Genesys from EndUser View

Verified User
Advisor in Manufacturing
Mechanical Or Industrial Engineering Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Cloud CX is very user-friendly for the end-user experience. It is easy to follow and each step is clear and natural. The difficulty that can happen is that there are so many options to run reports that it can make filtering tricky
March 06, 2023

Robust and Stable Omnichannel Platform

Verified User
Team Lead in Customer Service
Information Technology & Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
For omnichannel, integrations, needing a platform that has market recognition and stability, Genesys Cloud CX is great. There were also no setbacks at the time of implementation. It needs to improve mainly in technical support so that it resolves the errors found by its customers more quickly and more assertively
March 05, 2023

Why I would purchase Genesys Cloud CX

Verified User
Engineer in Information Technology
Retail Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Since different license packages with different features are available Genesys Cloud CX can fit any business type small to large. If you happen to be a small business and do not need Workforce Management you do not need to purchase it. On the flip side if you are a large business GC provides all the features you need to run the business.
March 04, 2023

Transforming Customer Experience with Genesys Cloud CX.

Verified User
Manager in Customer Service
Non-profit Organization Management Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The platform allows agents to handle customer inquiries and requests from a single interface, which helps to improve response times and overall customer satisfaction. Genesys Cloud CX may be too complex and costly for small organizations with limited resources.
March 03, 2023

Pure Insight. Limited Hindsight. Promising Foresight.

Harley Breth | TrustRadius Reviewer
Harley Breth
Contact Center Manager
Philadelphia Church of God (Religious Institutions, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Cloud works well for our organization overall. Although the hindsight of customized reporting is not there just yet, we know that the main priority and importance is what's happening currently: the insight into the current calls happening now. Genesys Cloud provides a rich lens into what's happening now across all our posts and work-spaces. A team lead or manager can zoom out, and also drill-down in the queue activity views, performance views, etc., to find out what's happening on all phone calls in great detail. High-level flexibility is provided to the admin as well, with the functionality of the architect for creating call flows. Nearly everything you imagine happening on your phone calls can happen.
February 28, 2023

The best contact center solution that I used

Verified User
Administrator in Information Technology
Financial Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We use Genesys Cloud CX to connect to our customers nationwide. Genesys Cloud CX helped us connect to our customers effortlessly through voice, email, chat, voicebot, and social media. And with Genesys Cloud CX, we're able to exceed out targets, connect rate, and market our products with ease and it's so easy to manage.
February 28, 2023

Customer Experience

Verified User
Consultant in Information Technology
Building Materials Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The flexibility and reliability of the tool were tested during the pandemic that our operations continue without any issues for some of our users working anywhere as long as they are connected to the internet. This feature makes our life easier and stress-free.
February 28, 2023

Robust product with some room for improvements

Verified User
Technician in Information Technology
Pharmaceuticals Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Doesn't matter if it's a simple call flow or a complicated one, Genesys Cloud CX has adapted our needs. It's well suited for customer services where a single supervisor can easily see real time data about all interactions, monitor agent statuses and perform any change in a matter of seconds with all tools in a single view.
February 07, 2023

On-Prem to Cloud with no fuss and no mess!

Verified User
Manager in Customer Service
Financial Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Genesys Cloud CX can be a one stop shop for all your contact center needs. One recommendation I would make is be sure of what your own roadmap for channels is before selecting there highest tier license, you don't want to be paying for items that you aren't going to use for a year, because your business isn't ready for the change, the features and the system are excellent and easy to use and deploy, your company & leadership need to be ready to adopt it though. Don't recreate what you have, take the time to think about it strategically of where you want to be and what kind of experience you want your customers to be on
January 03, 2023

Genesys areas of opportunities

LC
Luis Manuel Cervantes Castro
Workforce Manager
Vervent (Financial Services, 501-1000 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
On the setup, it was fast, not so easy but straightforward. Implementing the WFE solution was simple but time-consuming. It could improve with the ability to copy and paste BU, MU, and also information between them. While scheduling is smart to automatically assign breaks and meals adaptive to the interval requirements and keep consistency for the agents.

Pour issue resolution.
December 18, 2022

Genesys Cloud CX Implementation.

Verified User
Professional in Customer Service
Information Technology & Services Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Best for Voice routing solutions, Inbound and Outbound, including Voice and Chat, and we are exploring on integrations with other CRM systems. So far, we are good with the solutions from Genesys Cloud CX as per our business needs and implementing WEM solutions also. All the configurations are done at one portal login, and this is the best so far.
December 18, 2022

Genesys Cloud CX Integration.

Verified User
Professional in Engineering
Human Resources Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Using Architect views for G cloud for complete Contact Center Operations and Routing logics and easy deployment with other User-Friendly Interface Easy API Integration with less Authentication Work force management reporting Templates which do have some analytics can be viewed OutBound Dialing has got many options to choose from. Most of the work is done on the IVR partition itself.
December 16, 2022

Smaller Call Centre in Australia

Verified User
Paraprofessional in Customer Service
Insurance Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The software works really well for call routing especially if it is an easy change, these can be done by myself with minimal fuss. Where we want to attach a new voice recording or an option we need to send this off to our partner to be completed as it isn't able to be done by a "layperson" such as myself. Its scheduling capacity is improving all the time and new functions and capabilities are being added all the time which is great. We currently schedule for under 100 people and find that this system meets the majority of our needs easily.
December 14, 2022

Fantastic Omni-Channel Contact Centre Solution

Verified User
Technician in Information Technology
Education Management Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Having worked in IT Contact Centres for over a decade, I can confidently say Genesys is the best contact centre solution I've used. It has a lot of depth and so much potential for customisation. It's a fantastic tool to reach your customers via multiple channels in one place, along with fantastic tools for agent monitoring, coaching and engagement.
December 14, 2022

Great system for managing contact center environment

Andrew Saltonstall | TrustRadius Reviewer
Andrew Saltonstall
Telecom Technician
Pensacola Christian College (Higher Education, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys cloud is very well suited for a multi menu IVR with agents waiting in queue to take calls. Features such as Agentless campaigns, Callback options, and SMS campaigns make it useful in a Contact center environment. It's less than ideal for someone who wants to use it as just a non-ACD phone.
December 09, 2022

Genesys Cloud CX Review

Verified User
Employee in Customer Service
Retail Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The third-party mail application is slow and not so user-friendly. Agents seem to struggle navigating and have a hard time getting used to the application. The search function is not so good. When I search for users in a location, and I select one user, the system does not remember that I searched for users in a specific location, so I need to select every time the location again. Bulk import is a great feature when you work with user admin. Also, the way that schedules can be created according to different time zones is amazing.
December 05, 2022

A breath of fresh air vs historical telephony systems

Verified User
Analyst in Professional Services
Financial Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
- Dealing with lack luster internet connections whilst an agent is on a call
- Significant gains in MI reporting
- Great oversight on agent behaviours and after call work interaction
- Improved (over historic telephony systems) view on the customers call journey, from queue time to wrap
- Excellent dashboard configuration tools with easy to use design functions
November 29, 2022

The Dawn of a New Era Through Our New Telephony Platform, Genesys Cloud CX!

Verified User
Manager in Information Technology
Non-profit Organization Management Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Cloud CS really has expanded the overall capabilities we have from our telephony platform. Having WFM and QA integrated makes things much easier for everyone involved. The call quality and omnichannel capabilities are top notch. We really have nothing to complain about in those areas. The only downsides are the learning curve for new users and the reporting being not great. Reporting changes are on their road map, so hopefully it will get better.
Return to navigation