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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 68)
Companies can't remove reviews or game the system. Here's why
February 08, 2022

A Formidable Array of Tools

Verified User
Administrator in Information Technology
Non-profit Organization Management Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
The majority of users will find it geared toward them, intuitive, and user-friendly. We have over 120 remote agents across the US and Canada, and we've had great feedback on the usability of Genesys Cloud. It's worth noting that our remote agents span the ages of 20 all the way to over 70 years of age, with the majority being over 45 years of age; so this product can work for any team out there.
February 08, 2022

New to Genesys Cloud... an Early Review

JL
Jason Lorden
Manager, Systems and Workforce
Independent Health (Insurance, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
7
Being a web based tool they system is pretty user friendly. The biggest complaint I have about the usability is that you can not filter and sort by the various columns of data on the different views. In addition, the fact that we cannot pull year to date stats directly from the system is a problem.
February 07, 2022

Best-in-class CCaaS - Genesys Cloud CX

Verified User
Consultant in Professional Services
Computer & Network Security Company, 10,001+ employees
Score 10 out of 10
Vetted Review
ResellerIncentivized
Usability
10
The usability scope of Genesys Cloud CX is very vast and is adaptable to any sort of business/industry. The scope for customization and rebranding takes customer experience to the next new level. It is a well-organized single UI environment with Role-Based Access Management. The User Interface is minimalistic and easy to understand for a new employee to get familiarized with the environment which speeds up the overall onboarding process as well.
February 04, 2022

the Big Genesys Cloud

Verified User
Manager in Customer Service
Food & Beverages Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
very easy to navigate as an administrator - all aspects of the system are available in one place - no need to log into multiple systems to amend things.
February 03, 2022

New Genesys Cloud User, Migrating from Genesys On-Prem

TS
Thomas Siebert
Director Call Center
Finishmaster, Inc. (Automotive, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
Because overall, it delivers many things we need. We have already provided recommendations to improve Cloud, based on functionality with other tools. Some of them oddly, are in Genesys on-Prem, but not ported over. The implementation team seldom knows why any functionality was included/excluded (ie high expected usage or one one-off client that paid for the functionality and then Genesys included for all.)
February 03, 2022

Nothing Cloudy here!!!! Pure sunshine

Matthew Calton | TrustRadius Reviewer
Matthew Calton
Communications Manager
Grove & Dean Ltd. (Financial Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Usability
10
The design of the environment is the core of its success as all the functionality embedded in the product makes it a breeze to use, easy to navigate and intuitive. All the rapidly expanding features and services all connected together perfectly and co-ordinated whether you are a user, supervisor, administrator or manager the platform performs exceedingly well. I find that we are able to effortlessly handle and manage our Voice, Chat, Email and SMS with very few issues and the stability of the service gives us great confidence
December 10, 2021

PureCloud / Genesys Cloud / Genesys Cloud CX - 3 names - 1 really good product!

Brenda Wynne | TrustRadius Reviewer
Brenda Wynne
UCC Engineering Manager
Alcon (Medical Device, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
For supervisors and agents, the system is easy to use. Creating routes and flows does not require IT programming experts, though basic programming skills are helpful. The system is stable, if the calls route as they are supposed to and no changes are made, they will continue to route as expected. Our "Bring Your Own Carrier" configuration for telephony is the most challenging as most issues are on the telephony side, but to our end users, it looks like it is on Genesys Cloud CX. When COVID hit, we were suddenly scrambling to move all agents out of our contact centers so they could work from their homes and while we had many long days and nights (and lots of tears) at first, within a week or two, we had everyone stable and working just as if they were still in the office and other than the occasional dog bark, our customers could not tell.
March 02, 2021

Flexible and easy to use

DB
Danette Babyn
Technical Analyst
Alberta Motor Association (Automotive, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I gave it this rating because I found it very easy to learn as a support technician. Without any training, I was able to pick it up quickly and support the users. I also find that even the most technically challenged user was able to follow simple instructions to use the interface.
August 28, 2020

Supercharge your Contact Center operation and make it future-proof with Genesys PureCloud.

Verified User
C-Level Executive in Information Technology
Information Technology and Services Company, 11-50 employees
Score 10 out of 10
Vetted Review
ResellerIncentivized
Usability
9
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.
January 28, 2020

Contented PureCloud User

BH
Brian Harris
Director - Remote Support
Carestream Dental (Medical Devices, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
The platform itself is easy to use and easily scaled to organizations big and small. My agents were able to pick it up quickly and I minimal "downtime" between my old on premise phone platform to Genesys Cloud. As the product is still relatively new, I have had to partner up with some 3rd party applications to get information and automation completed. I am expecting that Genesys will be implementing some of these shortcomings in future releases.
November 01, 2019

Multi-Functional Platform

Nicolas Bedard-Reid | TrustRadius Reviewer
Nicolas Bedard-Reid
Business Development Associate
PropertyGuys.com - Canada's Largest Private Sale Franchise Network (Real Estate, 201-500 employees)
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Usability
5
As I mentioned before, the removal of permission suddenly makes my job more complicated. This aside, however, as I mentioned before as well, the multi-functionality of the program (calls, messaging) is useful to our business. The inability to remove queues suddenly without permission has made my job more difficult in adding and removing my staff members as needed.
September 06, 2019

Great In-Depth Features

Verified User
Representative in Customer Service
Real Estate Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
The application is very easy to understand and use. It features in-depth programs that go above and beyond. Some of the features are a bit congested and difficult to read, but these are sparse and usually not a problem. The average user would be comfortable with the program after using the application for a couple of days.
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