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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 (353)
    8.5
    85%
  • Recording (345)
    8.5
    85%
  • Call tracking (344)
    8.5
    85%
  • Agent dashboard (366)
    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 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

(674)

Attribute Ratings

Reviews

(76-100 of 406)
Companies can't remove reviews or game the system. Here's why
June 21, 2023

Free's Coke Review.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Captures all voice interactions.
  • Breaks down the interactions into segments.
  • Shows us the screen recordings after the call has ended if the agents didn't disconnect.
  • The graph at the bottom of the interaction screen isn't the most user-friendly.
  • wish it could record what an agent is doing when the call comes in before they accept it.
  • Show the voice/screen recording on other screens.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Routing
  • Call Journey.
  • Recording
  • Call Detail.
  • Integrations
  • Reporting- Not enough out of the box.
  • Dashboards
  • Real-time analytics really struggles, especially when trying to view more than one client at a time.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Voice Recordings.
  • Reporting
  • WFM
  • Transcription of calls - some of the text is fun to read but difficult to find when there's an issue.
  • The callback functionality can be improved.
  • Call connectivity from agents at home.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Forwarding thinking.
  • Customer relationship management.
  • Uses cutting-edge technology.
  • Station-level recording, including internal calls!
  • Customer support thoroughness.
  • More detailed call logs are available to customer staff for troubleshooting.
  • Automatically enabled network and console logging.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Agent UI.
  • Real-time Analytics.
  • Frequent improvements and enhancements are driven by user feedback.
  • Historical Reporting where the data is across multiple queues or agents/leader groups.
  • It improved WFM Reporting Capability to monitor multiple agents with relative ease.
April Uran | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Documentation is stellar, and I am able to search Beyond training or the knowledge base for anything I need.
  • Call flows and IVR is stupid easy to build and work in.
  • End users (CSRs) like the interface and seem to be able to navigate easily in the system.
  • The time from when we experience an issue to the time there is a post of an issue seems long sometimes.
  • I would LOVE to see more photos with the release notes.
  • We have trouble with the headset profiles retaining sometimes. I drives me crazy.
Score 7 out of 10
Vetted Review
Verified User
  • Quick to turn up
  • Quick to get new numbers
  • Easy to chat with other system users
  • Admin for call routing is not as intuitive as some other platforms
  • Admin options can be confusing when using system for the 1st time
  • Reporting issues from an agent perspective
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Handles the dialer configurations
  • Handles the Dealership in different time zones hours of operations
  • Skill level for agent knowledge
  • Handles the choices in the call flow
  • Advanced softphone technology
  • Integration to other systems
  • API integrations
  • Support
  • Internal calls recording
  • Turn around time for support
  • New Technology integrated communications
  • More communications when there is a change.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Very good interface
  • Changes done internally instead of being dependent of a provider
  • Quality metrics
  • Email handle and management
  • Strictly separate areas (if e.g. provide a new service for a different client)
March 29, 2023

User friendly.

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Easy to use.
  • Navigation tools.
  • Call quality.
  • real-time stats.
  • Call flow tools are not easy to read.
  • Support tools are hard to find.
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