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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

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.
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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.
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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 …
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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 …
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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.
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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.
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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 …
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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.
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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 …
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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 …
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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 …
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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 …
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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 …
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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 …
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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 …
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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 …
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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 …
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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. …
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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 …
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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 …
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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 …
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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 …
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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 …
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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
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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

(1-25 of 403)
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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
Return on Investment
  • Because the platform already has all the information on the customer, and every interaction within it, it already brings us a return on investment because we do not have to deploy other legacy systems. For example, for you to monitor calls or interactions, everything is already on the same platform. It would be an extra cost if you had to have another CRM behind Genesys. In this case, Genesys Cloud CX already embeds all the solutions in one.
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
Return on Investment
  • I think the biggest thing for us has been launching our bot, which went live earlier this year. We are now seeing that 90% of our calls go to the right place at the first time we've asked. That's dramatically cut down on the amount of time that we have to have agents re-queueing calls moving into the right place. So it's freeing our agents up quite a lot to have better conversations with our customers.
September 29, 2023

Genesys Cloud CX Review

Verified User
Engineer in Information Technology
Insurance Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Return on Investment
  • I think the biggest thing is the uptime. We've not had any issues with it, whereas we would constantly have issues with the previous platform we're using. We have yet to run into any performance issues. It just works.
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
Return on Investment
  • Improves the user experience.
  • It has a positive impact on costs
  • The thing that is not so good is being able to be compliant with the security of our customers. It's sometimes difficult because it is in the cloud and over Amazon. For European countries with GDPR and regulations, it's sometimes quite difficult to validate location.
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
Return on Investment
  • Cost savings-wise, I think our abandonment rate has actually gone down drastically with moving to Genesys Cloud CX.
  • First-call resolution has gone up quite a bit by using Genesys Cloud CX. Even the number of tickets, to be honest, has come down. We have to handle on a day-to-day basis, which is cost savings by itself, which which leads to agent productivity. So all of those are beneficial.
September 29, 2023

Genesys Cloud CX Review

NH
Nicolas HOUEL DEVIENNE
Director of Innovation
Helpline (Information Technology & Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Return on Investment
  • One of the negative impacts that can occur when you start to implement automation is that you overdo it, meaning the user path becomes too long compared to when you had a technician. We had feedback at the beginning that while it technically worked well, it could sometimes take too long.
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
Return on Investment
  • We have a very positive outcome by implementing Genesys. We are already seeing better organization of our service structures, better workforce planning and, of course, cost savings. We're also seeing better personalization of our interactions, which is most important in delivering great customer service.
  • It’s still an ongoing project because every day, we learn a little more about the solution. Every day, we push our knowledge a little further. We haven't yet reached the end of our understanding of exactly what positive impact this will have on our business but we are happy with the results so far.
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
Return on Investment
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
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
Return on Investment
  • As far as the overall costs, I can't really quite speak to any of that kind of stuff, but I am seeing the increase in new customers or customer connections through Genesys. I do think we are getting more from that in general.
  • As far as the employee experience goes, I think the thing that's a little tricky about it is it does require them to be a little bit more engaged. Some people really like that, some people push back against that. I don't think it's a bad thing, but there is that people got to roll with it and adjust and to that kind of stuff.
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