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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 8.3

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 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

(51-75 of 405)
Companies can't remove reviews or game the system. Here's why
June 21, 2023

Great product.

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Workforce management.
  • Quality management.
  • Screen recording.
  • Dail by name is not available.
  • Call glow log navigation through call flow.
  • Toast doesnt display enough information.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Allows for quick integration with new products.
  • Simplifies the billing process.
  • Data actions are synchronized, which leads to bottlenecks in performance when calling APIs.
  • Reporting is lackluster.
  • WFM product is very premature.
  • Dialer has a lot of features that could be improved.
  • ASR is built into collect digits in architect, and more programming features in architect are desired.
June 21, 2023

Gen Cloud review.

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Integrates the agent's ability to handle voice and chat conversations/interactions.
  • Dashboards.
  • Reporting
  • This is on the roadmap, but we would like to see the integration of schedulable training modules for agents.
  • Any of the mature Pure Connect features.
Jade Daly | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Phone call routing.
  • Ease of use of architect.
  • Reporting and viewing the queues.
  • Sorting A-Z for some call statistics.
  • Schedule groups/schedules need to be improved so we can manage them better.
  • Filter clearing.
  • When you're in Architect, and you've scrolled to the right, and you click on a box, it moves the screen all the way back to the left.
  • Make a way to hide the box on the right in Architect so you can view the whole call flow.
June 21, 2023

CX Review.

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Ease of use of an architect.
  • Performance and reporting.
  • Schedule/schedule groups need to be streamlined.
  • Architect tends to clear the filter when looking at call flows.
  • Ability to alphabetize tasks in architect calls flows.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • The creation of schedules is incredibly easy and intuitive.
  • Forecasting is accurate and reliable.
  • Gamification is done well and encourages employee engagement.
  • Dashboards can only be set to private or public. There is no in-between, which is desperately needed.
  • There is no way for an agent to sign up for extra hours or time slots based on CX's need.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Unified interface for agents.
  • A dashboard that's easy enough for business owners to create and manage.
  • Cutting-edge features and functionality.
  • Continual improvements are launching.
  • Historical adherence reporting in supervisor dashboards (has AHT and ACW).
  • Attendance tracking.
  • Manual call scoring integrated with coaching.
  • Coaching session tracking and documentation.
  • Speech and text analytics seem basic.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • App foundry.
  • Click-to-dial and SFDC integration, recording, and multiple tabs.
  • Dialers, contact list editing, scheduling.
  • Client information is passed to the interaction level data.
  • Having first and last user data tagged to call instead of semicolons.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Various product offerings.
  • Solutions to solve any issue.
  • Responsiveness to tickets.
  • There are many separate URLs to find information; I'd like to see all of these consolidated into one UI.
  • Voting on ideas is proving not to be conducive to meeting our needs with new products or features.
June 21, 2023

Genesys review.

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Flexibility
  • Ease of Use
  • Real-Time Monitoring of agent screens.
  • Call recording.
  • Workforce Management.
  • Business use is clunky.
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