Growing Solution that Solves all OCS needs.
Genesys Cloud CX is our primary platform for omnichannel communications. We utilize it for calling, SMS, Webchat, and Email. Migrating to …
Starting at $75 per month
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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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Popular Features
- Warm transfer (354)8.585%
- Recording (346)8.585%
- Call tracking (345)8.585%
- Agent dashboard (367)7.979%
Reviewer Pros & Cons
Video Reviews
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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
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
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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.
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
Genesys Cloud CX Integrations
Genesys Cloud CX Competitors
Genesys Cloud CX Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Canada, 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 Languages | Arabic, 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.
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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Reviews and Ratings
(677)Attribute Ratings
Reviews
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March 14, 2023
All-in-one platform suite for your contact center
We are using Genesys Cloud for customer services, Inbound call flows, chatbot integrations, natural language (Lexbot) and to provide the better services and support to the customers using our products. Earlier we need to go for the third-party CIT solution, but this has been addressed in the Genesys Cloud CTI solution.
Genesys Cloud is a great product and offers seamless integration. The onboarding of users was very straightforward and the setup was a breeze. It is rich in features and is continually getting product enhancements, which are easy to use and offer great benefits to our users and in turn helps our customers. Having access to a number of great features all in one place is so handy and saves so much time rather than opening multiple different apps; improved productivity and efficiency. Having the ability to supply your customers with multiple contact channels (email, chat, text, voice) is a huge benefit to the customer!
March 09, 2023
Genesys Cloud CX
Score 9 out of 10
Vetted Review
Verified User
Genesys Cloud CX is our Global Contact Center platform for our customers. We have an Omni-Channel implementation of Genesys Cloud CX including Voice, Email, Messaging and Chat platform.
March 09, 2023
A cloud solution that doesn't rain on your parade
We use Genesys Cloud across all our customer-facing departments. It enables these departments to collaborate easily, especially while working from home, dealing with the customer queries efficiently, ultimately giving the customer a better experience.
March 07, 2023
Review of Genesys from EndUser View
We currently use Genesys Cloud CX as our call center provider. We had many issues using a former app-based program. I can turn on and turn off various extensions, forward, and override calls whenever needed
March 06, 2023
Robust and Stable Omnichannel Platform
Score 9 out of 10
Vetted Review
Verified User
Here we use Genesys Cloud CX to manage calls, chats, bot integration, IVR process and administration. With Genesys Cloud CX, it was possible to have a 360º view of the services, managing to better program the operation routines, thinking about omnichannel. Integration with the bot we currently use (IBM Watson) is fluid with no impact. It was also possible to make integrations with our service systems, both developed internally and with other suppliers - it allowed automating the creation of service tickets without human intervention. The implantation took place during the pandemic, together with the implanting partner, without major complications even in a 100% home environment. Usability for the agent is easy. For supervision and monitoring teams, it requires a little more technical knowledge of the platform. Support can be a little slow at times.
March 05, 2023
Why I would purchase Genesys Cloud CX
We use Genesys Cloud CX with Salesforce lighting as the CRM an all in one contact center platform. That is what makes GC so great is that it has all products that you need bundled into one. I cannot imagine using multiple products when you can purchase an all in one solution.
March 04, 2023
We love Genesys Cloud CX.
I use GCloud mainly for our Reservations and Sales but also for our Operations Control Center, Security Department, Customer Relations, HR, and a few other groups. I use it mainly for inbound voice but also have integrated outbound voice, email, and Messaging (aka Chat) channels.
March 04, 2023
Transforming Customer Experience with Genesys Cloud CX.
Managing customer interactions across multiple channels, improving agent productivity and efficiency and providing a more personalized and seamless customer experience. The platform allows organizations to consolidate their customer interactions in one place, which helps to reduce costs and improve efficiency.
March 03, 2023
Pure Insight. Limited Hindsight. Promising Foresight.
We use Genesys Cloud CX for our inbound contact center—our incoming interactions with customers.
February 28, 2023
The best contact center solution that I used
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
Genesys Cloud CX is used as our Contact Center platform for our Customer Experience Team and for our clients and stockholders. I am currently the technical support of this tool. Basically, I am the level 2 support, and I am the one escalating to Genesys if the problem is beyond my scope.
February 28, 2023
Robust product with some room for improvements
We're currently using Genesys Cloud CX to provide contact center capabilities to our business activities, providing resilient call flows and a robust system for agents and supervisors to perform their daily activities. With the recent implementation of this solution we expect to have better quality overall on our services and be able to provide our customers the perfect experience through the system.
February 14, 2023
Genesys Cloud CX for IVR is a Win
Score 9 out of 10
Vetted Review
Verified User
We use Genesys Cloud for our IVR portion of our incoming calls.
February 08, 2023
Best all in one Product on the market today!
Score 9 out of 10
Vetted Review
Verified User
We use Genesys Cloud CX for everything. Voice, Chat, SMS, WEM, etc. Genesys Cloud CX addresses all call center "problems" in one platform.
February 07, 2023
On-Prem to Cloud with no fuss and no mess!
Score 10 out of 10
Vetted Review
Verified User
We needed to move off our legacy platform Genesys Engage, into a newer cloud based solution. Genesys Cloud CX won out in all our criteria categories. It allowed us to move off-prem and eliminate a large portion of our physical infrastructure. Moving us into a managed AWS cloud solution, that brought all the security and reliability we needed. Also moving away from a product that always required professional services or specialized implementation partners, to simple low code / no code design and configuration reduced our ongoing IT requirements significantly. With Genesys Cloud CX continuous improvement process (think Apple or Microsoft), we're always up to date and there is no down time to upgrade or get new features, you simply choose to turn the features on when it suits your business best with a tick of a box, there is so much out of the box ready to go to fast track you into features like speech and text analytics, workforce management, sentiment analysis. We wish we had switched over sooner
January 03, 2023
Genesys areas of opportunities
We use Genesys on our call center operation it has been helpful from the workforce standpoint as we make forecasting and KPI tracking in real-time and for planning. The scheduling feature helps us with the agents in terms of better follow thru with the planning and adapting to the behavior from the interval, day, etc.
December 18, 2022
Genesys Cloud CX Implementation.
We use Genesys Cloud CX for contact center services. Implementing Voice and Chat routing solutions as per business needs. We have bigger scope to implement other services from Genesys Cloud CX soon, like Workforce management, outbound calling, recording, sharing, etc. We recently started migrating from on-premises Genesys to Genesys Cloud solutions, primarily working on routing projects.
December 18, 2022
Genesys Cloud CX Integration.
Use GGloud for Contact Center Routing, and Issues would be related to Agent Login/Routing issues/No Queue showing reporting reports/Call disconnections/Even use WEM for Workforce management and take/look at user schedules and Call back as well. Overall we use G cloud for complete Contact Center Operations and Routing logic.
December 16, 2022
Smaller Call Centre in Australia
We use Genesys Cloud CX to manage all our sales and service communication information, quality data, and operational data. We also use the system to forecast and schedule our workforce. The system allows us to streamline our voice, online, and webchat communication with our members while including this information in its forecasting ability We use the system data to make business decisions as well as R&R for our department staff.
December 14, 2022
Fantastic Omni-Channel Contact Centre Solution
While we initially implemented Genesys Cloud for our IT Service Desk team, we've not also rolled it out to several teams across our organisation with much success. While it's primarily used for incoming and outgoing voice calls, our IT Service Desk also uses it to receive tickets from ServiceNow and customer Chats. We've also implemented a chatbot for the IT Service Desk team so customers can self-help first, then go through to an agent if required. Additionally, our IT Service Desk is also trialling Genesys's built-in Gamification platform. Coming from nGUVU, it was an easy adjustment and we've found that having the features baked into the platform instead of adjacent to it provides our agents with a much better user experience. Several teams across the organisation are also using the Workforce management features, which has been very successful.
December 14, 2022
Great system for managing contact center environment
We use it for our Admissions, Promotions and Business Office. Before Genesys, we had no measurable way to track productivity or measure quality assurance. Genesys has helped us measure and implement both of these features. It has improved our efficiency and our productivity. Additionally it has added much more robust reporting capabilities we didn't have before, especially with its integration into Salesforce, and use of dashboards for real-time reporting.
December 09, 2022
Genesys Cloud CX Review
I am responsible for access management, so I use it mainly for user administration. I also create and maintain schedules. I assist with troubleshooting when an incident has been raised to our IT department. I work together with another department to maintain the Divisions and the role permissions. Delivering training about user management and schedules are part of my responsibilities as well. I use Genesys Cloud CX mainly to add new users to the system. I also add the WebRTC phone and, if needed, assist with removing interaction IDs.
December 05, 2022
A breath of fresh air vs historical telephony systems
Score 10 out of 10
Vetted Review
Verified User
The Genesys CX system was used as a replacement for an historical VoIP service that we had many agent issues with, notably home working staff. Since changing over to the cloud offering, the number of IT tickets raised against our telephony systems has decreased by over 90%. The handling of sub-par and unreliable internet connections is dealt with well by the Genesys system whereby our abandonment rate for calls has seen a significant dip to our customers benefit. The product offers a wealth of options to expand and improve our customer journey, with a discovery piece now being in place to leverage more tools such as webchat, bots and email integration.
We recently switched to Genesys Cloud CX as our telephony platform for our contact center. We use it for our agents, management, reporting, workforce management, and quality assurance. We initially started with a dozen people on the platform and now have 400 on there. We have been happy with our decision to switch to Genesys.