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
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
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).
Comparisons
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Reviews and Ratings
(677)Attribute Ratings
Reviews
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- Everything in one place
- Easy to use
- Feature rich
- Continued product features
- Some glitches
- Reporting could be improved
- Pricing is a little high
March 09, 2023
Genesys Cloud CX
Score 9 out of 10
Vetted Review
Verified User
- Constant Innovation
- Ease of Use
- Single pain of class
- Easy to integrate
- Onboard additional partners on AppFoundry
- Faster release cycle for Beta programs
March 09, 2023
A cloud solution that doesn't rain on your parade
- It's a one-stop-shop, giving our agents the ability to handle all customer interactions in one place.
- Using multi-channel interactions, customers can connect with us their way.
- Architect provides a visual platform to create and configure flows and IVRs.
- Their Email channel needs further development.
- The ability for agents to choose different ringtones is necessary in a busy office environment. Unfortunately, the new tones provided aren't much better.
- Better visual alerting for incoming interactions.
- GDPR function needs further development.
March 07, 2023
Review of Genesys from EndUser View
- Detailed drilled down reporting
- Call transfer/queue transfer
- Ability to change status and views from an admin standpoint
- The resource guide is not very user friendly- could use updates
- I would like to see the admin reporting tab have limited options to avoid confusion
March 06, 2023
Robust and Stable Omnichannel Platform
Score 9 out of 10
Vetted Review
Verified User
- Omnichannel
- Ease of use for the agent
- Robustness and stability
- Delay in response from Technical Support
- Long deadlines for implementing improvements. Eg: online satisfaction survey at the end of the interaction
- Difficulty in understanding some features and reports for management
March 05, 2023
Why I would purchase Genesys Cloud CX
- WEM
- Routing
- Analytics
- Alerting
- WFM
- Mobile Chat
March 04, 2023
We love Genesys Cloud CX.
- Inbound Voice Routing.
- Offloading IT maintenance and infrastructure.
- Salesforce integration.
- Internal call recording.
- Some user interfaces need to be improved.
March 04, 2023
Transforming Customer Experience with Genesys Cloud CX.
- Managing customer interactions.
- Workforce management.
- Bugs
- Exporting canned responses.
- Importing canned responses.
March 03, 2023
Pure Insight. Limited Hindsight. Promising Foresight.
- 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.
February 28, 2023
The best contact center solution that I used
- Manageability
- Tech support
- User-friendly
- There is no least helpful about Genesys Cloud CX that I can think of.
February 28, 2023
Customer Experience
- Resiliency
- Availability
- Accessibility
- Provide a semi-annual program or refresher course for at least the Supervisors
- Updates on new features of the tool should be imparted
- Improve support system
February 28, 2023
Robust product with some room for improvements
- Easy to use interface for admins, supervisors and agents
- One interface for all needed tools, views and capabilities
- No additional software needs to be installed
- Easy provisioning for new agents or supervisors.
- Export reports customization (company logo, flexibility to modify data)
- "Not responding" status feature should be available to be abled / disabled at will
- Improvement with external contacts (by division, by queue)
February 14, 2023
Genesys Cloud CX for IVR is a Win
Score 9 out of 10
Vetted Review
Verified User
- Inbound call inflows - easy to build and understand
- Data tables - allows for flexible configurable experiences
- Genesys provides an unending amount of documentation that is up to date and relevant.
- An excellent user community that has a vast variety of topics discussed and experienced users to provide direction, along with Genesys and partner engineers.
- Sorting/ordering different elements within their CX UI
- Version control and organization could be improved to allow for archiving of old flows
- Flow portability could be improved for managing flows across environments/orgs
- Allowing for sticky notes for commenting flows, menus, reusable tasks, etc...
February 08, 2023
Best all in one Product on the market today!
Score 9 out of 10
Vetted Review
Verified User
- Voice
- Routing
- Analytics
- WFM
- Built in Reporting
- Surveys
February 07, 2023
On-Prem to Cloud with no fuss and no mess!
Score 10 out of 10
Vetted Review
Verified User
- IVR / Call Flow / Routing
- Speech & Text Analytics
- Workforce Management
- Workforce Engagement
- Reliability
- User Import tool is outdated and needs an upgrade
- Agent Script page building is old and hard to work with
- Some of the admin features are from the original build and could use some improvement
January 03, 2023
Genesys areas of opportunities
- Forecasting
- Intraday
- Queue performance
- API Connectivity
- Scheduling automatic assignment of breaks and lunch, consistently.
- Customize reports
- Provide details as in who change what and when. (changes log)
- Customer service and resolutions
December 18, 2022
Genesys Cloud CX Implementation.
- Easy to implement Voice and Chat routing solutions.
- Outbound capabilities.
- WEM solutions.
- API integrations.
- Reporting analytics.
- Accessibility on logs.
December 18, 2022
Genesys Cloud CX Integration.
- Routing Is very easy create and use.
- Reporting views are up to mark what Super visors are looking.
- Work Force Management is very good and easy to navigate using WEM.
- API Integration.
- Reporting Templates which does have some analytics can be improved.
- CRM/SalesForce Integrations should be authenticated more precisely rather than just a single token.
- OutBound Dialing has got many options to choose which is more confusing.
December 16, 2022
Smaller Call Centre in Australia
- Data - the system has a great range of data available for download that allows for good decision making
- Routing - the system has an advanced call and communication routing system that allows us to route calls, webchat, and email
- Ease of Use - our employees can access their schedules remotely and get notified of changes in real-time
- Forecasting - when a forecast is updated it doesn't currently have the ability to update schedules attached to that forecast, I believe this is in the works of changing
- Leave - the system doesn't have an integrated leave management system. It does have some capacity but not to the level of what we need
- Reports - the off-the-shelf reports don't meet our needs and we have had to invest in getting reports made to our specifications, but well worth it
December 14, 2022
Fantastic Omni-Channel Contact Centre Solution
- Customer Interactions
- Agent Monitoring
- User Experience
- Workforce Management
- Gamification
- Learning Modules, specifically stats around how each question was answered and telling agents what the correct answer is if they answer incorrectly
December 14, 2022
Great system for managing contact center environment
- Reporting.
- Quality management.
- Agentless campaign.
- Integrations
- Architect.
- More customization with phone settings.
- Utilization settings.
December 09, 2022
Genesys Cloud CX Review
- Bulk import
- Schedules
- Great resource center
- Third party mail application
- Chat possibilities
- Search functions in general
- Permissions should be better divided per role
December 05, 2022
A breath of fresh air vs historical telephony systems
Score 10 out of 10
Vetted Review
Verified User
- Handling of sub-par internet connections in calls
- Easy to use GUI
- Wealth of third party tools in the App Foundry
- Comprehensive support documentation
- Workforce management tools need improving
- Easier access to test and try App Foundry tools
- More advertisement on GUI changes
- Answering phone calls
- Integrates multiple systems into one platform
- Extremely stable
- Reporting overall is lackluster
- Finding time in secondary statuses is almost impossible out of the box
- Due to having so many features, navigation can be confusing for new users
November 23, 2022
A little about Genesys Cloud CX
- Editing and creating ura flow
- Easy understanding for the agent
- Very stable tool and no new errors
- ACW time on operator screen