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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
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- 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
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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
- Call quality
- user friendly
- AI integration
- Public company contacts
- third party integrations
- support
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.
- Instant Messaging between individuals team members.
- Instant Messaging between groups of team members.
- Multiple communication channels to choose from.
- Notifications for IM's could be more noticeable.
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.
- Since I've come on and with my roles in it, the big thing that I like about it so far is that it seems to constantly be growing. Some of the big parts in Allman are on the quality side of sentiment analytics topics getting into the AI bots. Since we got into those, it has changed so much and we just keep seeing more and more on the roadmap of upgrades coming
- There are definitely some features and functionality we'd like to see. We have groups in workspaces, but they don't seem to be tied into very many portions of Genesys Cloud CX. You can only use groups and workspaces in specific places. It'd be nice if we could integrate those more where we already have these groups rather than building those same groups of people in another form to use in this section.
- One thing I hear constantly from my quality monitors is: can we add a mass delete button for interactions that have been delivered? I had a person recently, they had a policy running, forgot about it. A couple months later they went in and they had 300 interactions, so they had to delete them all one by one by one. Little things like that that hopefully are in the roadwork.
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.
- Integrations.
- API
- Cloud services.
- Not very technically hands-on with the product.
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.
- One of the things we like most is being able to route calls to the right person and with a single glance, that agent is able to find all the information about the customer to assist them in the best way possible.
- I would say quality management. At the moment with the Genesys product, in order to be able to use data linked to the evaluation of interactions, we need to first build a whole data architecture with APIs, from Genesys to an external database. We need to do all of that in order to be able to extract feedback that we can give to agents. By investing more in the availability of feedback, we'll be able to quickly cascade important information and improve our level of service.
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.
- I'm delighted with the product. I love Genesys Cloud CX and discover new things every day. I think the platform is easy to use. There are a lot of things included—calls are recorded, and I can start a chat or email interaction. I have a lot of things available to me easily without having to add bits and pieces. The Cloud 3CX licence, I think that's what it's called, is what gives us access to do all sorts of things and handle all sorts of interactions.
- I find it very refreshing. This is my seventh month on the Genesys platform. Before, I was on a Cisco platform, but I find Genesys much more seamless. It offers a lot of interesting functions and is much easier for me to manage.
- I'm discovering people and permission, which is quite granular, and there are a lot of things to work on with people and permission, especially as we have two divisions. With divisions, it's important that our roles are very clear. One of the things I discovered was that can't respond for emails or chats is not 'division aware', which means you have to be careful. Then I asked around and saw that a fix was planned for Q4.
- I really like the fact that you can go and ask questions, say: "This option is not division aware" and there's someone at Genesys who says: "Yes, we've already been told about it and we’ve made plans to adjust it." Even if today, I mean, 'people and permission', it's particular, you have to understand that, but as a solution, Genesys is constantly evolving.
- If there are things that I find a little difficult, I can rely on my network, my integrator, and the people at Genesys to provide help quickly, and then also know that soon, someone will be planning to change it or update it or upgrade it.
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.
- There are just a billion things you can do with it. We're still in the process of trying to calibrate it and get all the different bells and whistles out of it, but I think for us, the big thing that has been a game changer is the automated voicemails and being able to utilize that tool. We're just able to do way more when we're outbound calling than we used to when we were leaving a voicemail message every two out of three messages, two or three calls.
- That's tough. I feel like the hardest thing for us so far is it's just such a wide range of things you can do with it that we're still trying to wrap our arms around "How are we going to do this next thing? How are we going to implement these five things?" It just takes a lot of time for us to be able to integrate it, understand what we're doing, scope it all out, build it the right way, and then get the team to start using it in a way that makes sense for them. Get some feedback from them and tweak it a little bit. It's not out of the box and flip it on.
August 01, 2023
Genesys Cloud is great but needs a little work.
It helps connect users with patients.
- Speech
- Quality
- IVR function
- Reporting needs help.
- Exporting information.
June 22, 2023
Go Genesys PureCloud!
We use it as our phone system/IVR plus QA and WFM tool.
- Data and analytics
- Forecasting and scheduling
- Constant advancements
- Further detail in WFM. Specifically in scheduling and forecasting
- Flexibility in managing time off
- Advanced real time monitoring with statuses
June 22, 2023
N/A
At the moment, we are only using the voice functionality and analytics. We have an excellent level of insight into the productivity of agents and that aspect of the customer experience. This year we have plans to really start leveraging the platform by utilizing AI, chatbot implementation with our knowledge base, and PCI payment processing.
- Skill-based workload management.
- Easy to use dashboards and reports.
- Custom IVR for different customer bases.
- Integration with Sonar.
June 22, 2023
Awesome product.
We use Genesys Cloud to support multiple media type volumes for multiple brands working with our organization. We also provide our services to another company by creating a separate division for them and building their call flows, and handling some of their volume and outbound campaigns. We are also experimenting with AI and bots now.
- Outbound Campaigns.
- Web messenger.
- Architect flows.
- Contact lists for campaigns.
- External contacts.
June 22, 2023
Happy so far!
We use this for our contact center and retail/ sales locations. Genesys allows us to make changes easily using easily accessible data. It allows us to have business users make decisions and changes without opening a ticket with IT.
- Routing options.
- Visibility to agent behavior.
- Ease of integration.
- Canned reports.
- Direct call routing.
- Direct call analytics.
We used Genesys as our primary Inbound engagement channel for our voice and digital presence as well as our outbound collection efforts; by unifying all channels in a platform, we were able to reduce our overall staff without impacting customer experience, in addition, we utilized their Bot service to do Voice containment in our inbound flows.
- Easy to create Inbound, outbound, and Bot flows.
- Easy integration with CRMs.
- Easy to use UI for management.
- Transfer knowledge from one bot to another.
- Handling different dialing modes with the same pool of agents.
June 21, 2023
Genesys Cloud allows a quick conversion to the cloud with easy integrations to various additional products.
GC is used to replace legacy contact centers with a quickly adaptable cloud contact center. Genesys allows contact center deployments to the cloud very quickly, removing the need for costly on-prem solutions. GC also improves development time for new projects, which leads to a better ROI in my customer's contact centers.
- 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
Balanced View of GC
We recently moved our contact center to Genesys Cloud. It is allowing us to begin streamlining processes and tools to maximize agent engagement, performance, and the CX they provide.
- Cloud licensing structure is so much better than on premise!
- Coaching Summary Performance Reports.
- Agent level Attendance KPI reporting.
June 21, 2023
Game changer.
I've worked with Genesys On-Prem, and I'd like to emphasize the ease of implementation and speed compared with the old version. There are many self-training possibilities for our users. New features are added regularly, enabling us to continuously improve the solution. There's a lot of scope for innovation to improve our customer experience with Genesys Cloud 3.
- IVR
- Routing
- Recording
- Data analytics.
- Dashboard
- Automation of compilations of data.
I primarily use GC for WEM and analytic purposes. Scheduling, forecasting, and intraday support are my main uses for GC.
- 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.
June 21, 2023
Genesys Cloud CX Brings Opportunity!
We currently use Genesys Cloud CX for inbound and outbound voice and WEM in our contact center. It has helped to bring together many platforms into one interface for our agents. We are working to bring all contact center components to Genesys.
- 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.
June 21, 2023
Excellent platform for our call center.
WFM, scheduling, reporting, phone system.
- Forecasting
- WFM
- Call routing.
- Reporting
- Setting up call routing.
- Auto-stopping recording to take payments.
Genesys Cloud CX addresses many of our customer's needs in any vertical and any size. Is a powerful tool that has shown to be of great use to increase customer experience and increase revenue.
- Customer Journey.
- Omnichannel
- CRM integration.
- Reporting
June 21, 2023
Great Review.
Telecommunications, Reporting, Interactions, Customer Experience.
- Tracking and Reporting.
- Customer Interactions - Recording.
- Automation
- Customer Experience.
- Simplifys reporting.
June 21, 2023
Genesys Cloud CX Newbie Review.
We are currently using it for the integration capabilities and ability to customize. It addresses the ability to use multiple CRM platforms and our multiple integration needs.
- 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.
June 14, 2023
My honesty review of Genesys Cloud CX after 3 years.
We use Genesys Cloud as our contact center software. We run our phones, chat, and working on moving email in to the cloud. It has given us very valuable insight in to our business. We have been able to change our process and reorg our IVR so that we reduced talk time and we are able to better handle customers. We have also just started using QA and are able to see an improvement in CSR performance.
- 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.
April 01, 2023
Genesys Cloud CX Review
We recently moved to Genesys Cloud CX, specifically using the Contact Center CX2. The move to the cloud was very smooth. We managed to roll out phase by phase without any downtime. In general, users notice the change with more powerful functionalities and a very good and intuitive interface. The use of this new tool enabled us with news channels and gave us the possibility to provide new services in general.
- 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 28, 2023
Genesys was the best option for us.
We utilize Genesys as our Contact Center solution. Customers reach us to purchase our products and we use Genesys Cloud CX to route calls to agents based on Skills, ANI, and DNIS.
- Speed of client
- Ease of use of client
- Quick administration
- In-depth Reporting
- Client customization
- Help articles are lacking in detail, sometimes contain broken links or have out dated and/or are lacking information
- Features are missing that were in PureConnect, e.g. Drag-and-drop to transfer
- "Too many clicks" is often a complaint, e.g. to transfer a call.