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.
Recent Reviews
How Genesys Cloud CX Differs From Its Competitors
Awards
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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).
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Reviews and Ratings
(677)Attribute Ratings
Reviews
(1-25 of 407)Companies can't remove reviews or game the system. Here's why
April 11, 2024
Growing Solution that Solves all OCS needs.
Score 10 out of 10
Vetted Review
Verified User
Genesys Cloud CX is our primary platform for omnichannel communications. We utilize it for calling, SMS, Webchat, and Email. Migrating to a cloud product has allowed us to shed our in house infrastructure and embrace the ease of use this platform provides. Genesys is a critical part of our operation that allows our staff of ++3000 to communicate with ease, internally and externally with our many customers.
April 03, 2024
Great for UCaaS and CCaaS in one
We use Genesys Cloud CX for UCaaS and CCaaS. Their cloud based architecture and soft phone capability, along with advanced reporting, call routing, and training tools make it an ideal platform for an organization of our size
February 15, 2024
Seamless migration, simple to use.
We use Genesys to route our contact center calls & emails. Previously we had an outdated call center with limited reporting and routing capabilities. Genesys makes this simple to configure with greater visibility. We handle about 200k interactions yearly, and with Genesys, this is much more streamlined for our agents and our management team members.
January 12, 2024
Close your sales calls effectively
When I initially started working at [...] we had a calling tool called Avaya, but the calls that we used to make to the international market didn't always connect or they voice was never clear to the receiver. But with introduction of Genesys Cloud CX we were able to make calls better, i used to get connected to customers without any loss of time and being in sales, I feel that is very important.
January 11, 2024
Genesys Cloud CX met or exceed expectations.
Our organization uses Genesys Cloud CX to stay in continual communication with fellow team members, and to better serve our membership. Fast and efficient communications are key in providing quality service not only to a client base but to co-workers as well, and Genesys Cloud CX allows us to do so.
January 10, 2024
Genesys Cloud CX Review
We use the voice, messaging, and email channels as well as chatbot over 4 departments and possibly one more in the near future. Additionally, one department that only uses voice with be adding messaging. We still are in our infancy of utilization, so most of the benefits of Genesys Cloud CX are not in play yet. Though we are working towards beginning customer sentiment and other AI capabilities.
January 04, 2024
Genesys Cloud CX Review
It's the base of our contact center operations. We run everything out of it, so our full-time daycare, our backup daycare, we do tuition reimbursement. It's what everything's pulled into our customer bases. Our CRMs are tied into it. It's really the heart of the business.
December 18, 2023
Seamless call routing, with constant updates with Genesys Cloud CX.
In the organization we have this excellent and robust routing tool in all commercial areas, in terms of the most suitable choice of agents, for a secure call, providing the best service to each customer. Among other things, Genesys helps us in obtaining profits with the sale of the company's products, through different communication channels, among which are: emails, chat, social networks. It is easy to install and its execution is very simple.
October 18, 2023
Kore.ai integrated to Genesys for a powerful product.
We are integrated into your cloud, and any automation outsourcing you want to do can be done through Kore. We integrate it with our Ccaas platform , we also use its voice services as a front end to the AI and NLP platform behind the platform architecture . Also to make voice more human like.
September 29, 2023
Genesys Cloud CX Review
Through our expanding activity in customer care, we decided to diversify our operations using the Genesys Cloud platform. What for? To bring omni-channel communications into one place, because other legacy systems get in the way and we can't consolidate all our interactions. Genesys allows that. Genesys, I say it's real omnichannel communications, in fact. And we bring everything in one place, that is all interactions are in the same place within the platform. This is a market differentiator for us, which is why we are partnering with Genesys.
September 29, 2023
Genesys Cloud CX Review
We have two teams that use Genesys Cloud CX. We have our contact center, so they manage our inbound calls from our customers, and we've got our ICT service desk and they're managing calls from our internal staff.
September 29, 2023
Genesys Cloud CX Review
We moved from Avaya. We're utilizing it for UCAS and CCAs. We're doing everything we can to better maximize our customer experience through multi-omnichannel speech analytics, WFM, and everything to try to make it a better experience for our members when they call in.
September 29, 2023
Genesys Cloud CX Review
We are using Genesys Cloud CX to close as our main solution for the call centers. We have currently 10 different tenant organizations and one organization is dedicated to one customer except for one organization that is a shared organization. For customers, we use to deliver interactions to the proper team. We handle more or less 10 million interactions per year or about 3,000 agents. We're using Genesys Cloud CX for voice calls, chats, and emails.
September 29, 2023
Genesys Cloud CX Review
We have actually been on the engaged platform for several years now, close to 15 years. So one of the things with the Engage platform is we lack the ability to innovate rapidly. With Genesys Cloud, not only did we have an old infrastructure that we needed to migrate over and that needed to be maintained, but we were through actually upgrading our Genesys engage platform, and we migrated to the cloud so that we didn't have to take care of the maintenance of all those servers. We had a lot of cost savings with getting rid of hardware infrastructure by moving to the cloud. That was one of the pain points. Also moving to Genesys Cloud CX actually improved our agent productivity by a lot, so that was one of the key drivers.
September 29, 2023
Genesys Cloud CX Review
I use the solution very often to give demonstrations to my customers. I use the voicebot functions and video support. With the solution, we can solve a lot of our customers' problems with better, more responsive support.
September 29, 2023
Genesys Cloud CX Review
We have a customer contact center based in Canada and around the world. Our goal is to move from a support service to an experience service, to provide an exceptional experience for the customer. Genesys technology helps us to draw more insights from customer interactions so the agent has information that can help them advise the customer better.
September 29, 2023
Genesys Cloud CX Review
I'm in charge of managing the Genesys Cloud. That means I support the call center entities. We have two separate call centers, so we use the division function. In Genesys Cloud CX, we have several IVRs, DADs, and different call treatments, and around 350 agents. Everything is called support. I'm in IT, I'm not on the business side, but I form the link between business requests and IT support to manage requests, regular changes, modifications, and adjustments, basically making sure we do everything to their liking on the IT side.
September 29, 2023
Genesys Cloud CX Review
We use the product to reach potential customers. We're essentially prospecting for people who would use our product. We pull the data straight from our CRM database and we queue that up for the day, and we'll set it up for predictive dialing with automated voicemail messages so the sales reps can focus on having conversations with people that answer the phone. We can also leave a specific message when we do a voicemail message. That's how we have initial contact with our customers as we get them into our pipeline. I also use it as just my day-to-day phone. So if I'm calling outbound to talk to a customer or even a potential employee, that's the phone I use to just make my annual dials from.
August 18, 2023
Forecasting and Scheduling suggested add on
Workforce Management Management unit -no limit - since we need to make configuration on multiple teams and this is in relation to the location labour practice. if we are based on multiple location then we have to configure each in relation to the common labour practice and it is not the same for each. Forecasting -volume view in decimal it not appropriate because we do not staff Queues partially. And i assume that the tool schedules an FTE even the value is in decimal. -adjustment of forecast should not have a limit and re-forecasting can done at anytime without changing the schedules. -No staffing forecast, we won't be able to see or simulate staffing requirement if the view is only at the end point where you have done your volume forecast and scheduling. it does not make sense to repeat this over and over to view your staffing requirement and SLA Forecast. -Import Volume Forecast - this feature should be available to ease the adjustments instead of having a limited lines you can edit. Scheduling -schedule creation and intraday schedule optimization, this will be helpful to manage breaks and meals. and if possible to set the over under threshold where breaks and meals can be placed. Also the number of overlapping breaks and meals. -Workplans should not have limits. this will be dynamic to react on situations where we have less staffing specially if we make schedule and break/meal optimization to suggest the best possible schedule and placement of meal and breaks. -collecting activity data where in our case the offline is productive eg. outbound, emails. so that we can predict how much of this time can be offset as a deferred work to account in scheduling regardless if the email system is in pure cloud or not.
August 03, 2023
Tool for growth
Contact Center solutions. Connecting us to our customers efficiently. 90+ Genesys Cloud CX orgs.
A global common platform for all call centers. Addressed consistency and a way to bring things back in-house for more control.
August 01, 2023
Genesys Cloud CX does hospitality…
All incoming calls, reporting, monitoring agents. Stats reports, utilizing to target problem areas
August 01, 2023
Review.
Use it for all voice and digital interactions, used across the enterprise and now smaller agency offices across the country. Slowly integrating through the use of API with other systems (i.e., ServiceNow, Salesforce), which helps to have all information in one place for reps.
August 01, 2023
Genesys Cloud CX review
Contact center supports In-N-Out d/outbound calls. Chats, emails and text message. Helps tie a metric to each agent and helps keep track of at home staff.
August 01, 2023
CX Review.
We currently use it as a Cyber DR backup platform for our primary contact center.