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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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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 (352)
    8.5
    85%
  • Call tracking (343)
    8.4
    84%
  • Recording (344)
    8.4
    84%
  • Agent dashboard (365)
    7.9
    79%

Reviewer Pros & Cons

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Video Reviews

12 videos

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 8.4

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 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 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

(676)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Harley Breth | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Cloud CX for our inbound contact center—our incoming interactions with customers.
  • 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.
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.
Contact Center Software (13)
62.30769230769231%
6.2
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/A
N/A
Interactive voice response
100%
10.0
REST APIs
N/A
N/A
Call scripts
N/A
N/A
Call tracking
100%
10.0
Multichannel integration
90%
9.0
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (9)
61.11111111111111%
6.1
Inbound call routing
100%
10.0
Omnichannel inbound routing
90%
9.0
Recording
100%
10.0
Quality management
N/A
N/A
Call analytics
100%
10.0
Historical reporting
60%
6.0
Live reporting
100%
10.0
Customer surveys
N/A
N/A
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/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.
We are not currently using automation.
Genesys enabled us to facilitate the operation of our ~150-strong remote operator group with no issues. We are able to scale up or down in a limitless way, day after day. Our operators vary a lot from week to week, and the time of week we have the most incoming interactions is during the weekend, but with Genesys, whether it's busy or slower, we're in total command of our operations with no limits on scalability. This enables instant usage for any and every operator who is available to work. In addition, we find the ease of use quite high for a program of this quality and innovation.
Used ContactOnDemand, Angel.com, Genesys Premier, and several other ACD systems. Genesys Cloud empowers each individual agent a great deal, provides robust features for internal communication, efficient-processing of incoming interactions from every channel for team leads, has a comprehensive Resource Center, community and help forums for agents and even admins. We selected Genesys Cloud because it's the future of Genesys, along with the other "Pure" systems—and we have positive experience with the company that indicates it will deliver on continual improvement, advancement, and even greatness.
150
Interaction routing and management; analytics and reporting; real-time monitoring; quality assurance, etc. We rely on Genesys to handle the majority of incoming interactions to our Org. Certainly, Genesys Cloud is capable of handling as much as we can throw at it. It's adaptive, enabling, and can devise almost anything you can think of in terms of architecture, routing, even utilizing it for an Omni-channel model.
5
Supporting and maintaining your infrastructure on Genesys Cloud can be possible with just a few/several people if you have a small Organization. If very small, it would even be possible with just 1-2 people, if you are familiar enough. My recommendation is to get with a Genesys team from the beginning; get some training in their Beyond knowledgebase and then go with their guidance throughout.
  • Incoming interactions
  • Collaboration between agents
  • Dynamic routing of interactions
  • Reporting and analytics
  • Online Training
Online training through the Beyond program is succinct, precise, and worthwhile. However, one can train apart from the Beyond program by simply making use of the Genesys Resource Center, Genesys Knowledge Network and other free resources. There are plenty of ways to garner the information you need immediately, ask questions through the community, or just take a deep dive with a bit of "self-training" on the tier you're using. It's a great setup!
Usability I see as how readily one can become adept at using a platform. For me, Genesys Cloud CX is as good as it gets. For one, the resource center, knowledge network, community, discussion board, and even the Genesys Customer Advocacy Program are top-notch reservoirs of know-how for this product, and really every product that Genesys puts out. You can find what you need on those pages with a simple search; it's well documented, easily-located, with step by step instructions usually. For those who are not especially tech-savvy, I could see why they would give a lower score, but if so, this is for you.
  • 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.
Yes, but I don't use it
Yes
Upgrades for Genesys Cloud CX are automatic. You essentially just see the upgrades the next time you login, but are notified of any changes (large or small) via "release notes" in advance, and again at the time of the release. I like this feature, as I generally agree with the releases and find this method to work well for us.
No
Yes
We changed from the Premier edition of Genesys (much reduced, earlier version) to Genesys Cloud CX in late 2018. We chose to change as they were phasing out the Premier edition and Genesys had really been a wonderful company, constantly growing and updating, modernizing. We decided to remain with Genesys, as they've more than provided for our needs.
Score 10 out of 10
Vetted Review
ResellerIncentivized
It is our main solution offering for our services. Internally we use it mainly as our communication tool and in our Lab to build better solutions for our customers.
  • 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.
Genesys Cloud is a great solution for businesses that have a contact center operation and would benefit from industry standard features coupled with high integration availability trough a web API. Being a true cloud solution allows focus on use and operation and alleviates the need for systems and infrastructure support teams.
It's agile release schedule also provides value by giving users constant feature upgrades and virtually eliminates platform obsolescence.
Contact Center Software (13)
98.46153846153847%
9.8
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
Workforce Optimization (WFO) (9)
94.44444444444444%
9.4
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
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • 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.
Five9 doesn't have all the same functionallity, deploy flexibility or updates available in Genesys.
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.
It was already good, but service has improved in the last months.
Acumatica, Microsoft 365 (formerly Office 365), Azure DevOps (formerly VSTS), Azure App Service, Toggl
5
5
  • Support
  • Sales (Demos)
  • R&D
  • Automatic contact escalation logic
  • Sales automation self service
  • Remote support
  • Marketing automation
No
  • Product Features
  • Product Usability
  • Analyst Reports
Nothing much, really.
  • Implemented in-house
No
Change management was minimal
  • Preparing SIP trunk communication
If planned correctly, Genesys Cloud implementation can be very straightforward.
  • Online training
  • no training
It's available online and is fairly clear
It is enough for day-to-day use, but I recommend you talk to your Genesys partner and get support from their team also.
Most is usable with the defaults and it offers many configuration options. It's ease of use approach does limit some configuration for very specific types of operation but it covers most common use cases.
Prepare your installation information and follow the provided checklists with your Genesys partner.
Yes - we have customized the interface extensively
There is extensive documentation for simple configuration and for using the API and SDKs.
Yes - we have added extensive custom code
There is extensive documentation for simple configuration and for using the API and SDKs.
Everything is available from the same interface and the documentation is open and available. You also have access to user forums where you can get answers to questions from Genesys and other users.
No
We have an internal team trained to use the product.
Yes
Yes
We reported a damaged Edge device and got a replacement in a very short time. Didn't need to pay for any shipping.
  • Setting up users, extensions, routing ans routing schedules.
  • Starting and ending a shift
  • Setup custom integrations
  • Configuring schedules for its WFM module
Yes
Good enough. There is a better version in development.
It is very easy to train users for normal operation.
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
Most integrations tools have clear documentation, examples or tutorials.
Review your integration needs.
It's easier to integrate REST web services integrations. Other integrations are possible but require middleware development and hosting.
Ramp-up period days and per-usage charges.
Be clear about your goals and expectations. Chances are there is already a defined use-case that will make installation more simple and easier to measure success of the project.
Yes
It is done automatically by the product.
  • Didn't need to do anything
  • AI features
  • Interaction analytics
No
No
Score 9 out of 10
Vetted Review
Verified User
We utilize Genesys Cloud to route our inbound call volume at three of our Customer Care call centers. One of the biggest benefits from utilizing the software is that we were able to launch a quality program. Something we have been looking to implement for awhile.
  • 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.
Genesys is easy to use from a Administration vantage point. Administrators can be quickly brought up to speed on the finite details of how to utilize Genesys Cloud administration tools.
Contact Center Software (4)
80%
8.0
Agent dashboard
80%
8.0
Validate callers
80%
8.0
Outbound response
80%
8.0
Call tracking
80%
8.0
Workforce Optimization (WFO) (6)
76.66666666666667%
7.7
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
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • 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.
The administration side of Genesys Cloud is very straight forward and easy to utilize. Our company just launched a new contact center in the UK on Genesys Cloud and the supervisors and users were fully trained within a couple of hours. This supports the claim the Genesys Cloud is very easy to set up and utilize. The architect side of Genesys Cloud could use some simplification though.
My success manager and sales support personal do a great job in providing support when and wherever needed. We have monthly calls to discuss any open issues or tickets. They are quick to set up any and all requested demos with the proper product management personnel. They worked with us through our recent launch and provided all necessary support in a timely fashion.
Genesys stacked up nicely when compared to other software offerings and was priced economically. At the time of our purchase many companies did not offer a cloud solution.
1500
All business functions
50
Customer Care
  • 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
Yes
Genesys Cloud replaced and older call center contact software. Prior to Genesys Cloud we utilized Zeacom.
  • Price
  • Product Features
  • Product Usability
The most crucial feature for our company was the ability to connect call centers all over the globe in a quick and simple fashion, Genesys Cloud provides that capability.
I think we would do more research on Cloud based systems. We were an early adopter of this software and ran into several issues after launch.
  • Implemented in-house
Yes
Phase One was making the decision to utilize Genesys Cloud.
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.
Change management was minimal
We needed to do more long term planning such as what is the back up plan if it doesn't work. What is the disaster recovery plan?
  • 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
It was relatively new product at our launch and has steadily improved over our tenure with Genesys.
  • Online training
  • In-person training
  • Self-taught
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
It is good and getting better all the time. The community is a great resource.
Yes very easy. As long as you have support from IT then yes self taught is very simplistic.
VERY. Set up the system as you designed it. Easy to change if need be.
Do your homework when designing the system The more thorough you are in this stage the more precise the system will be.
Some - we have done small customizations to the interface
If we are talking about connecting to the API then this was not a easy process. But keep in mind we did so three years ago.
No - we have not done any custom code
None at this time
No
The usability of the software has made it simple enough for us to tackle most issues ourselves from set up to the daily usage. We have not ran into a scenario where we needed professional support.
Yes
Yes it was. The issue was with reports and if I remember correctly the issue was resolved in the same day.
The support I received for Genesys during the launch of our UK call center was exceptional in my mind. They were very efficient in processing all necessary paperwork and even conducted a welcome call for the new call center supervisor. Much appreciated.
  • 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
Very easy to add contact centers being we just launched another center this month.
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Some delays with reports loading from time to time but other than that no major issues.
  • Sales Force
Purchase of the licenses for the Sales Force Connector was simple enough. Implementation f the connector was a little more challenging but we managed.
  • Not at this time
  • API (e.g. SOAP or REST)
No that I know of...
As I stated we ran into a few issues when we integrated the Sales Force Connector but support was able to assist.
Do your research. Utilize the community and ask about the specific planned integration and if any as done so. Ask what were the challenges with the integration and how did they overcome them.
Ran into a little difficulty being that we were going to purchase an on premise solution and was told in early January that a center of our size would only be offered Genesys Cloud.
There were some bumps in the road being that we had several service disruptions early on. As stated prior the reliability of the system has improved ever since Genesys bought ININ.
Initially we were on a month to month basis. Eventually we went to a yearly contract.
Be up front with your expectations. Genesys wants your feedback. They want to know when they do well and when they miss the mark.
Yes
Yes and no. We launched a new call center but on the same level license as we currently have at all of our centers. The release was a complete success and progressed without issues.
  • 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
Yes
We have thought about going to a tier three license but would like to be able to have specific centers (that are on the same domain) to be on tier three and others not.
No
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