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
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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).
Comparisons
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Reviews and Ratings
(677)Attribute Ratings
Reviews
(26-50 of 180)Companies can't remove reviews or game the system. Here's why
March 27, 2023
Genesys Cloud CX for Partner Engagements
We're a Genesys App Foundry Partner and we integrate with Genesys to deliver Coversational AI solutions to our end clients.
- CCaaS - Robust platform
- App Foundry - Solid vehicle to deliver solutions to end-clients
- Good partnership established - working rather well in ANZ
- Bi-directional stereo quality, audio API
- 100% Quota retirement for Genesys sellers
Genesys Cloud is a great product and offers seamless integration. The onboarding of users was very straightforward and the setup was a breeze. It is rich in features and is continually getting product enhancements, which are easy to use and offer great benefits to our users and in turn helps our customers. Having access to a number of great features all in one place is so handy and saves so much time rather than opening multiple different apps; improved productivity and efficiency. Having the ability to supply your customers with multiple contact channels (email, chat, text, voice) is a huge benefit to the customer!
- Everything in one place
- Easy to use
- Feature rich
- Continued product features
- Some glitches
- Reporting could be improved
- Pricing is a little high
March 09, 2023
A cloud solution that doesn't rain on your parade
We use Genesys Cloud across all our customer-facing departments. It enables these departments to collaborate easily, especially while working from home, dealing with the customer queries efficiently, ultimately giving the customer a better experience.
- It's a one-stop-shop, giving our agents the ability to handle all customer interactions in one place.
- Using multi-channel interactions, customers can connect with us their way.
- Architect provides a visual platform to create and configure flows and IVRs.
- Their Email channel needs further development.
- The ability for agents to choose different ringtones is necessary in a busy office environment. Unfortunately, the new tones provided aren't much better.
- Better visual alerting for incoming interactions.
- GDPR function needs further development.
March 07, 2023
Review of Genesys from EndUser View
We currently use Genesys Cloud CX as our call center provider. We had many issues using a former app-based program. I can turn on and turn off various extensions, forward, and override calls whenever needed
- Detailed drilled down reporting
- Call transfer/queue transfer
- Ability to change status and views from an admin standpoint
- The resource guide is not very user friendly- could use updates
- I would like to see the admin reporting tab have limited options to avoid confusion
March 04, 2023
Transforming Customer Experience with Genesys Cloud CX.
Managing customer interactions across multiple channels, improving agent productivity and efficiency and providing a more personalized and seamless customer experience. The platform allows organizations to consolidate their customer interactions in one place, which helps to reduce costs and improve efficiency.
- Managing customer interactions.
- Workforce management.
- Bugs
- Exporting canned responses.
- Importing canned responses.
March 03, 2023
Pure Insight. Limited Hindsight. Promising Foresight.
We use Genesys Cloud CX for our inbound contact center—our incoming interactions with customers.
- Genesys Cloud is flexible enough to manage from a single web browser for a mid-sized organization!
- Robust in real-time visibility of all agents. Part of this equation is that internal communications are elevated (video chat available, group chats, even fax) within the Org.
- We've found our average speed of answer significantly improved with Genesys Cloud.
- Agents appreciate the Profile; having an identity within the Org, rather than simply an operator.
- Built-in Reporting does not cater to a call-centric view of the data. It's Queue-centric, or Agent-priority stats at the moment, although I'm sure with all the reports of this across various review sites, it will be improved soon.
- At this point, unable to log an agent out if he/she accidentally remained signed-in; also unable to change his/her status if a mistake was made.
- Live queue activity and interactions seem to need to be refreshed often to remain current—always behind a bit.
February 28, 2023
Customer Experience
Genesys Cloud CX is used as our Contact Center platform for our Customer Experience Team and for our clients and stockholders. I am currently the technical support of this tool. Basically, I am the level 2 support, and I am the one escalating to Genesys if the problem is beyond my scope.
- Resiliency
- Availability
- Accessibility
- Provide a semi-annual program or refresher course for at least the Supervisors
- Updates on new features of the tool should be imparted
- Improve support system
January 03, 2023
Genesys areas of opportunities
We use Genesys on our call center operation it has been helpful from the workforce standpoint as we make forecasting and KPI tracking in real-time and for planning. The scheduling feature helps us with the agents in terms of better follow thru with the planning and adapting to the behavior from the interval, day, etc.
- Forecasting
- Intraday
- Queue performance
- API Connectivity
- Scheduling automatic assignment of breaks and lunch, consistently.
- Customize reports
- Provide details as in who change what and when. (changes log)
- Customer service and resolutions
December 16, 2022
Smaller Call Centre in Australia
We use Genesys Cloud CX to manage all our sales and service communication information, quality data, and operational data. We also use the system to forecast and schedule our workforce. The system allows us to streamline our voice, online, and webchat communication with our members while including this information in its forecasting ability We use the system data to make business decisions as well as R&R for our department staff.
- Data - the system has a great range of data available for download that allows for good decision making
- Routing - the system has an advanced call and communication routing system that allows us to route calls, webchat, and email
- Ease of Use - our employees can access their schedules remotely and get notified of changes in real-time
- Forecasting - when a forecast is updated it doesn't currently have the ability to update schedules attached to that forecast, I believe this is in the works of changing
- Leave - the system doesn't have an integrated leave management system. It does have some capacity but not to the level of what we need
- Reports - the off-the-shelf reports don't meet our needs and we have had to invest in getting reports made to our specifications, but well worth it
December 05, 2022
A breath of fresh air vs historical telephony systems
Score 10 out of 10
Vetted Review
Verified User
The Genesys CX system was used as a replacement for an historical VoIP service that we had many agent issues with, notably home working staff. Since changing over to the cloud offering, the number of IT tickets raised against our telephony systems has decreased by over 90%. The handling of sub-par and unreliable internet connections is dealt with well by the Genesys system whereby our abandonment rate for calls has seen a significant dip to our customers benefit. The product offers a wealth of options to expand and improve our customer journey, with a discovery piece now being in place to leverage more tools such as webchat, bots and email integration.
- Handling of sub-par internet connections in calls
- Easy to use GUI
- Wealth of third party tools in the App Foundry
- Comprehensive support documentation
- Workforce management tools need improving
- Easier access to test and try App Foundry tools
- More advertisement on GUI changes
We recently switched to Genesys Cloud CX as our telephony platform for our contact center. We use it for our agents, management, reporting, workforce management, and quality assurance. We initially started with a dozen people on the platform and now have 400 on there. We have been happy with our decision to switch to Genesys.
- Answering phone calls
- Integrates multiple systems into one platform
- Extremely stable
- Reporting overall is lackluster
- Finding time in secondary statuses is almost impossible out of the box
- Due to having so many features, navigation can be confusing for new users
November 23, 2022
A little about Genesys Cloud CX
In our company, we have several customers who use Genesys Cloud CX as their communication tool, always fulfilling their obligations as a dialer and the like. Always very easy to observe any problem and easy to solve. We can easily configure an ura or even create a flow of the zero with a very intuitive process. Because it is a consolidated tool, there are not many new unknown errors, which makes the service for support much more agile and effective. Genesys Cloud CX can be easy to use both on the part of the agent and on the part of the supervisors and admins of the tool.
- Editing and creating ura flow
- Easy understanding for the agent
- Very stable tool and no new errors
- ACW time on operator screen
October 25, 2022
Genesys Cloud--Omnichannel Contact Center
Genesys Cloud (formerly PureCloud) offers great scalability by not limiting the number of users that I can have on the platform, since today I can have ten users and tomorrow I have a thousand without having to carry out large implementations at the server level. Additionally, we have the support of the high availability offered by AWS, which provides greater peace of mind
- Scalability and ease of implementation
- Friendly graphical interface with agents
- High fidelity and availability of the different channels
- The reports must be able to accept additional parameters to those that come by default
- Greater amount of dashboard and real-time views with additional values that come by default
October 14, 2022
My candid Genesys cloud CCaas experience.
Genesys cloud is currently being implemented to replace Genesys engage due to its scalability features, WFM reporting, and the most interesting feature that will really resolve the business problem of customer service quality is the TTS/STT translation and sentiment analysis AI capability of Genesys cloud. This is certainly a game changer and will allow the company scales up employee size without bothering too much about infrastructure upgrades while administering quality services.
- Great architecture environment.
- Seamless integration of call routing with Salesforce.
- Sufficient knowledge base.
- Simultaneous log in instances with Salesforce widget and Genesys cloud instance.
- More information extraction capabilities on the admin page.
- Less glitch on the admin page where items go missing.
October 10, 2022
Genesys Cloud CX, best of breed Cloud CX platform
Score 9 out of 10
Vetted Review
Verified User
We use Genesys Cloud for our CX needs wholistically within the organizaiton. It handles everything from Inbound calls to outbound calls, emails and soon to be web chat. The tool set provided by Genesys Cloud CX has enabled us to more easily manage the customer experience and agent experience to improve every aspect of our business.
- Call Routing.
- Email Routing.
- Work Force Management.
- Call / Interaction Analytics.
- Integration to other Systems.
- Historical report of agent activity.
- Reporting of a customer interaction, cradle to grave
- Ability for parking a call in a general hold line for an answer from another individual.
October 08, 2022
Easy to get started yet scalable, expandable, and dependable.
Our contact center revolves around Genesys Cloud, from managing scheduling, handling interactions, powering our automated self-service tools, sequencing our offline interactions, and more. We upgraded to Cloud from PureConnect with a desire to simplify the agent workflow using the web-based tools offered and take more control over the platform to enable continuous improvement with our self-service IVRs. Genesys cloud has helped us realize that goal, with a significantly streamlined agent experience going from about five windows open down to 2, and with IVRs that now are industry-leading with predictive intelligence as to why the caller is contacting us.
- Intuitive UI for all user types.
- Flexible and highly capable Architect system.
- Top-notch documentation and guides.
- Well thought-out API and high quality Marketplace integrations.
- Low & Medium priority tickets getting quality attention and timely resolution (high priority ones we are satisfied with).
- Implementing quality of life improvements from highly rated Ideas.
October 07, 2022
Call Center By Morning
Score 10 out of 10
Vetted Review
Verified User
We use Genesys Cloud CX primarily for voice call routing, IVR and workforce management. We use integrations with both our own systems and with ZenDesk. Genesys Cloud CX acts as our main customer portal and after going through the IVR, callers are routed to either our internal call center agents or to one of our partners that sit around the world.
- Call Quality
- Reliability
- Simple to Administer
- Call Routing
- Create custom reports
- Mobile phone compatible WebUI
- Expanded support to modify call center objects in bulk
September 26, 2022
Genesys Cloud CX = Power House!
Score 10 out of 10
Vetted Review
Verified User
Our company uses Genesys Cloud CX as our main source of calling clients and potential clients. We are 100% phone sales so it's imperative to our daily functions. Genesys Cloud CX helps us every single day. Not only does it allow us to call, but it also keeps track of how many calls we make daily, on a team, company and individual level. It's a power house for everything from talk time, to average hold time, to how many inbound calls vs out bound calls that we have as a call center. It is our business! It's use interface is extremely user friendly and they are consistently making changes to make it even better!
- Auto-Dial - outbound dialing 1000's of calls daily
- Tracks over 50 different statistics (calls, transfers, hold time, talk time, etc)
- Transcripts - gives you transcripts on calls to easily read - and provides feedback like "empathy on call"
- Export Data - easily download the data that it tracks
- Connection time when connecting an outbound call to a customer - typically a 3-5 second lag (employee doesn't hear client say Hello the first time)
- Lots of errors that pop up daily - which don't effect business or calls, but are rather distracting.
Genesys Cloud (formerly PureCloud) is currently being used in two departments with two other departments and one main branch company in Australia piggybacking on our system during the lockdown in New Zealand. This was the main benefit of us moving to Genesys Cloud (formerly PureCloud)--great timing that we had this implemented before the pandemic hit New Zealand.
- All-in-one package: phone management, workforce management, call evaluation, telephony management, reporting, and performance
- Mobility and cloud based
- Software is continuously upgraded on a weekly basis and is not charged
- Some functions are very basic and work only for specific usage
- Reporting is not customizable without an API
- Workforce management add-on not full functional yet
April 13, 2022
Genesys Cloud CX Technical Support engineer review
I am a Genesys Cloud CX support engineer, using Genesys Cloud CX on daily basis and assisting our customers with daily tasks, such as troubleshooting and setting up new features.
- Inbound/Outbound calls
- Webchat
- Outbound campaigns
- Emails
- Customer support
- Some buggy features
April 12, 2022
Genesys Cloud CX Approved by CCX Manager
Score 10 out of 10
Vetted Review
Verified User
Adobe Marketo Engage said it perfectly. Genesys cloud offers flexibility at scale to tackle your company's digital needs. We are in the implementation stages with Genesys, and our experience has been fantastic. Genesys blew the competition out of the water throughout the RFI process with its offerings. It will improve our customer and agent experience and provide ROI within three years. Our company currently uses two other prominent vendors in our service center, and we will be able to cut ties with both and focus on one full-scale solution with WFM and other upgrades we did not have with the other vendors. Today we have a manual WFM process, and Genesys will help us automate QA, WFM, and Agent metrics tracking, among many other great features.
- Work Force Management
- Quality and Certification Tracking
- Integration
- Administration is User Friendly - does not take a programer to make changes
- I would like to see more integrations in the future 'out of the box'
- Our experience so far, has been great!
April 06, 2022
Genesys DX Chat and FAQ in Brightspace
We use Bold360 Chat and FAQ/AI in our Brightspace LMS to help our learners and instructors answer their questions. The FAQ answers most questions and we can add as needed. If their questions can't be answered, they can choose to follow up with a chat. We customize and add the widget directly into our LMS.
- FAQ
- Chat
- AI
- I had trouble working with a specific channeling requirement.
- The agent UI
- More customization options
Our Member Services uses it to handle calls and the scheduling of agents. Creating separate queues based on client and skills is a significant asset to the organization. Our team has mainly been using Cloud to view interactions for various purposes, including assessing recordings and pulling call information. It has helped find pain points, track the success of new features and updates, and gather data for specific projects. We have begun a project with the Learning and Development modules. We have also just started working on adding Live Chat functionality through GC CX to provide an additional method of contact for members during off-hours. Additionally, the Gamification feature is something we are looking at implementing.
- Queueing makes scheduling agents with different skills who handle other clients much easier.
- Monitoring capabilities - it provides transcripts, audio, as well as screen recordings.
- Vendor marketplace - it provides several quality integration partners.
- The Learning and Development modules are a new feature and could be excellent once additional functionalities have been added.
- Data reporting capabilities.
- It would be great if there was a way to be able to follow the customer journey in the sense of tracking calls/callbacks/etc.
March 10, 2022
Decent solution for telephony but some limitations
Genesys provides our softphone service for international customer support. We have a relatively simple setup of routing logic that attempts to route calls to the appropriate CS reps. Genesys also allows us to monitor queues activity and certain high-level metrics.
- Widget allows reps to handle phone calls within Salesforce without the need for additional hardware or application windows
- Captures a variety of phone metrics for QA and management
- Reporting and Dashboards are very limited
- UI could be improved
- Callback functionality is unintuitive and commonly results in stuck calls
March 09, 2022
PureCloud empowers the next generation contact center
Genesys Cloud offers us the flexibility and function in a single platform so our agents don't have to learn different systems. Agents, supervisors, quality managers, and admin all use the same platform.
- Omnichannel routing for calls, callbacks, chats, emails, SMS, messaging, and more in one interface
- Advanced IVR offering ASR, TTS, database lookups, advanced routing, and integration with AI's like Lex
- Tight integrations to CRM applications like Microsoft Dynamics and other web-services
- Simplified administration for all aspects of the platform in an all-in-one page contained completely in the web browser
- Adding better UC functionality like paging, park, and other basic PBX features
- Microsoft Teams Support to replace the current Skype for Business to allow collaboration between Microsoft and Genesys PureCloud
- Speech Analytics which is on the roadmap, but allowing for listening of all recordings