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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 97)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The support team is really helpful to us. They are always concerned if the problem was really resolved and do follow-ups to check if everything is ok. More recently, we were having a problem to set the platform for our reps, because we wanted them to work from home using a VPN solution, the support team was really good helping us via conference calls and doing follow up call with us to check if the problem was resolved.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Easy to use as an end-user. Easy to manage as an Admin. Easy to manage/monitor calls and the queue reporting tool is good. WebRTC is good and works fine while all users working from home.
Score 10 out of 10
Vetted Review
Verified User
Generally, if I raise an issue I get a quick response and get assistance quite quickly, however, there are times when we do not seem to be able to get the right assistance from the right person for quite a while. This has happened a few times but mostly it's good.
Teja DSV | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
When deployed, there are some times issues where you need to contact official support. During my experience, I had issues with a couple of my customers regarding the device. Genesys' support does replace the device after a lot of validations and the shipping time is a headache for us as it takes a lot of time to come from the US to Saudi Arabia. This could be improved.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support from Genesys overall has been superb. Our transition team was helpful and hardworking (striving to meet our slightly unique requests). The developers continually bring updates to the platform that have increased the usability of it. I've appreciated nearly all of the changes they have made. Their "Release Notes" of coming updates have been especially effective.
Score 7 out of 10
Vetted Review
Verified User
Some support can take a while to be actioned, the response is system-wide rather than individually orientated, and having to vote on system improvements can mean other organization's priorities can delay basic functionality improvements that might be being made.
January 28, 2020

Contented PureCloud User

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We have had a hard time "fine tuning" some issues that have been induced by our internal IT and network. We struggle to identify whether the issues reside on the Genesys Cloud or internal side. The Genesys Cloud support is reasonably attentive and usually responds in the proper amount of time.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
There is a very quick response time from Genesys for Genesys Cloud related events, and the notifications arrive often before our business has seen any issues. The knowledge base is easy to reach and searching is very well optimized. It doesn't take long to find the information required for setup or to resolve issues.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys Support Team has been great. They host weekly review meetings and maintain a running list of customer questions and issues. The Genesys Cloud Support team is very easy to engage and they are responsive to new requests for information. This is a big selling point and asset that Genesys provides to customers.
James Riley | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
ResellerIncentivized

So far, support is not even close to where they need to be!!! The cases I have opened are not following the guidelines for SLA's as published by Genesys and visibility to "Global Issues" is not publicly available.

Community boards were being lit up with everyone complaining of similar issues, however, Genesys swept it under the rug under the premise of Maintenance in the November 2019.

I DO NOT look forward to opening cases with Genesys Support as it appears their main interest is in blaming the customer's network, or are eager to shift the case over to Professional Services as an Opportunity.

November 01, 2019

Multi-Functional Platform

Nicolas Bedard-Reid | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Incentivized
I've reported an error a few times, and it can be good based on the person. At times, the issue is resolved quickly and understood. Other times, the agent doesn't understand what we're saying though the instructions are clear and concise if you understand the program you're supporting.
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