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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.

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Recent Reviews
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How Genesys Cloud CX Differs From Its Competitors

CX Automation Performance

Currently, we are using other products but we have an interest in the use case. There is some tech debt with the move, and adoption has been slow. We are looking for stewards to try and help drive the company.
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Migration Experience

Once migrated the ease of use is nice. The migration process for larger setups is a long process, as expected, due to multiple integrations and numerous call centers.
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CX Automation Performance

Providing the knowledge creates an environment where agents feel more comfortable and confident handling difficult clients. The self-services help to deflect the easy calls that take up agents' time.
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CX Automation Performance

We are still learning. We are very basic right now with just taking in coming calls would like to learn more about how we can use more functions to get to more customers, make it easier on agents where they can communicate in different ways. Learn what we can do with the HIPPA information and how …
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Migration Experience

The migration was ok. Wish we had someone come to train staff directly instead of training to figure it out ourselves. Have some come in person to work with.
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CX Automation Performance

We currently do not use this feature. However, it is on our roadmap for deployment in the last quarter of 2023; we are interested in having a centralized repository where our advisors and call center management are able to reference content; in addition, we see the opportunity to empower our …
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Migration Experience

We where been in Genesys cloud since inception; however in my experience with Genesys as a platform, I know that any migration will be easy to deploy since their Professional services team will provide the necessary resources to navigate through this.
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CX Automation Performance

Knowledge Management (agent/sup facing) is pivotal for a customer journey success. We are looking forward to utilizing the Gen AI-based automation tools currently being developed and integrated with the base Cloud CX.
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Migration Experience

The QM process is mainly the largest improvement AI has brought. Sentiment analysis is useful. Genesys bots are also useful but I've mainly utilized Google's solution.
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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

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

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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
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Pricing

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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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Product Demos

Get to know Genesys Cloud

www.genesys.com

Genesys Cloud Guided Tour

www.genesys.com
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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
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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).
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Comparisons

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Reviews and Ratings

(677)

Attribute Ratings

Reviews

(26-50 of 408)
Companies can't remove reviews or game the system. Here's why
June 22, 2023

Work in progress (still), but optimistic about the potential

KE
Kevin Eliasen
Data Management Specialist
Security Service Federal Credit Union (Banking, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Cloud captures and stores information very well. Having the App Foundry available allows for more versatile utilization of the data. The handling of Master Data Elements leaves a lot of room for improvement.
June 22, 2023

Migration Delays, but excited for the cloud.

PM
Patrick Murlowski
Product Owner
Prudential (Financial Services, 5001-10,000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The number of options can be overwhelming i.e. what is the best was to deploy iterate and determining how fast to go. Genesys Cloud CX seems well suited to handling multiple contact centers with unique intents and business practices, but that can also complicate a deployment.
June 22, 2023

Go Genesys PureCloud!

TS
Trey Smith
Resource Planning Manager
Bright Horizons (Individual & Family Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys PureCloud does a great job at constantly upgrading features. Though some features may take some time, it’s nice to know it’s at least on their radar. One example is time off management and that they’re looking to implement staffing groups to manage PTO.
June 22, 2023

Genesys - lots of promise, but not quite ready for large, complex contact centers.

CM
Chris Mitchell
Director Product Management
Humana Inc (Insurance, 10,001+ employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It does not seem appropriate for a large contact center WFM. Lots of tasks lack automation today, requiring more WFM analysts than other products on the market. Currently unable to leverage asynchronous chat from a mobile device, Audiobook is currently restrained by 2. endpoints and inability to filter what goes to each endpoint.
June 22, 2023

N/A

Verified User
Vice-President in Customer Service
Internet Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is such a versatile platform that the possibilities are really endless. That may My only concern is which direction to head towards first as there are so many options.
June 22, 2023

Room to grow, promising roadmap.

MF
Meg Fasterling
Lead Product Manager
Humana (Insurance, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For small to medium companies, Genesys is a great solution out of the box. Larger companies should expect to wait for some capabilities to mature but should still be able to find many opportunities to realize value. For well-established companies, they will need to be open to rethinking the way they work and should not expect to lift and shift their solutions.
June 22, 2023

CX Review

Verified User
Vice-President in Corporate
Financial Services Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think the best case scenario is for single-tenant business types servicing on behalf of themselves. Where Genesys struggles is with a multi-tenant environment.
June 22, 2023

Best Review of Genesys Cloud CX ever written in the history of the world.

Verified User
Supervisor in Customer Service
Building Materials Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited to handle routing of all types of customer interactions. Great at creating IVR options as well as multiple queues and skills. Not the easiest to make on the fly adjustments to open/closed times.
June 22, 2023

Excellent product once the potentially tedious initial conversion from existing infrastructure is completed.

Verified User
Team Lead in Information Technology
Insurance Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well-suited: Bringing multiple contact centers under a centralized umbrella of systems and applications. Less appropriate: Converting from existing best-of-breed contact center applications where Genesys may be lacking key features compared to established products.
June 22, 2023

My experience so far...

RL
Ryan Lucas
Senior Systems Engineer
Cox Enterprises, Inc. (Telecommunications, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
GenCloud is well suited for groups that need to spin up a contact center quickly and is great for really any type of contact center. It is not suited for groups that just need some very basic call routing, like hunt groups or round-robin types of scenarios. At this time, I think GenCloud is too feature rich to be used as simply as that. However, it definitely can be used that way.
June 22, 2023

Hotline

Verified User
Supervisor in Customer Service
Government Relations Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Easier way to contact someone with a problem with Genesys Cloud CX, example not able to go in. Be able to call IT person to help them instead of doing the logs and setting up a ticket through Customer Care.
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