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
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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
(51-75 of 180)Companies can't remove reviews or game the system. Here's why
March 08, 2022
End User Feedback and Thoughts.
I use Cloud CX as an incoming and outgoing call software. It is directly linked to our patient database so I can access files with one click and know who I am speaking with for approx. 90% of calls. We can easily transfer to internal departments - and consult between reps as well as transfer out to other lines. Additionally, we can set callbacks by rep in the system ourselves for future dates if follow-up is needed. The system also allows tracking of productivity for each rep as well as on a teams basis. I can view my assigned schedule in the system and get reminders of breaks, meals, and callbacks as well.
- Direct link to client base
- Allows for self review of targets and metrics.
- Provides a one stop shop for activity overview and productivity.
- I would like to be able to link back to a client when a number comes up that isn't linked - so the next time the call comes in it will recognize the patient.
- I would like it to pull families when the same number is linked to multiple accounts or give the option to do so.
- I want to generate favorites for transfer for reps or supervisors I often use without having to search for them.
March 08, 2022
PureCloud super charged our Contact Center
Score 10 out of 10
Vetted Review
Verified User
We use Genesys Cloud across every department in our organization. It powers our Contact Center with key features like ACD, IVR, omnichannel support, workforce management, quality management, real-time analytics, and more. Their API first microservices architecture has allowed our developers to integrate our line of business and mobile applications for improved productivity and customer service.
- Developer friendly APIs
- Real-time information
- Quality management
- Workforce management
- Predictive routing
- Support
- Implementation
- Improved stability
February 20, 2022
Multi-platform excellent tool for collaboration
Genesys Cloud (formerly PureCloud) is used across the complete organization. There are several teams using it for various uses. Like some teams use it for collaboration through chat and audio calls, while some use it for knowledge management as well. One technology cutting across all units of the organization and even enabling customers to connect is the biggest challenge solved as I see it.
- Enterprise chat platform
- Enterprise audio collaboration tool
- Contact management
- Knowledge management
- Video calls
- Scheduling meetings
- Connecting with calendars
February 17, 2022
Happy we moved to Genesys Cloud CX
This is our sole contact center platform for handling in/bound customer and patient calls. The current volume is about 140 users and 50-60k calls per month. We also use Genesys Cloud CX for call quality/evaluations and workforce management.
- highly configurable setup
- platform stability & call quality
- simple user interface
- accessible and reliable data
- out of the box, canned reporting functionality is limited
February 08, 2022
A Formidable Array of Tools
Genesys Cloud (formerly PureCloud) supports select departments in our organization. Utilizing Genesys Cloud (formerly PureCloud) has empowered all of us with the use of the collaborate functionality; it's deepened the inner-connections of our organization. Of all the similar tools I've used in various employment roles and at the university, Genesys Cloud (formerly PureCloud) has been the most adaptive, flexible, and powerful tool. The majority of incoming interactions flow through Genesys Cloud. (Updated, 2022: we subsequently began using this platform for all reporting and analytics. I have former colleagues who tout their own platforms' reporting suites, but I can't imagine being able to do much more than you can do with Genesys Cloud's reporting mechanics, especially after updates in the past year or more. You can now create virtually any report you can imagine.)
- The knowledge-base provided by Genesys Cloud (formerly PureCloud)--in the form of the community, resource center, developer center, knowledge network, beyond training program, company webinars, etc.--is top-notch. There is no similar array of programs by any similar company, to my knowledge.
- User-friendliness is priority with Genesys Cloud (formerly PureCloud). From the use cases documentation to platform API to managed phone requirements, there are ample detailed descriptions, helpful guides, and tutorials (both written and video) to ensure you have a user-friendly experiences managing Genesys Cloud (formerly PureCloud).
- AppFoundry extends the capabilities of Genesys Cloud (formerly PureCloud) to ever-expanding territory. The possibilities of useful power tools are nearly endless with this marketplace of assorted solutions, from A to Z. This is one of the many ways Genesys has increased production for their Genesys suites. AppFoundry is like an app store for your virtual interaction center.
- In my experience, most difficulties that have arisen with Genesys Cloud (formerly PureCloud) usage stem from users who are not particularly tech-savvy. If you have team members who are a little old school, you might consider generating a plan to defend against vulnerabilities or lack of knowledge. Implement it knowing it may take longer than you anticipate for those users who need extra assistance.
- (Updated, 2022: the minimalist approach to certain interfaces [including search fields, filters, etc.] sometimes does slow the learning process for new team members.)
February 04, 2022
the Big Genesys Cloud
we use it integrated with Salesforce to allow us to route all interactions to the correct agents within the contact center. We use all aspects of WFM functionality as well to allow us to ensure we are appropriately staffed to meet the demand from our customers. The integration with Salesforce allows us to have a full 360 view of the customer.
- Integration with other systems
- all applications for admin in one place
- user friendly interface
- WFM - no holiday accrual functionality
- better text to voice
February 03, 2022
Nothing Cloudy here!!!! Pure sunshine
Score 10 out of 10
Vetted Review
Verified User
We are using the platform in our call centre for inbound and outbound blended campaigns. In our Corporate Insurance Department, Marketing, Finance and HR departments in a conventional PBX type format. We have remote workers post COVID and have three sites and 5 Brands supported by our Genesys Cloud Org. We have now incorporated the Chat, SMS and Email into the platform unifying our communications across the business and we will be adding Whatsapp and Bots this year. It provides us more stability than we were used to with our previous communications provider. Since we built and started using the Cloud solution going "Live" at the begining of 2018 we have been impressed with the rapid addition of new features and benefits that have appeared at a remarkable pace. We have tried and tested third party integrations for FREE and have several in operation which add to the features embedded in Genesys Cloud and have enjoyed the call transcription added for FREE under the Genesys Cloud 3 licencing we purchase. Overall, we find that the fit and development of Genesys Cloud fits perfectly with the direction of our business and provides us with everything we require.
- The constant development and release of new features really have us enthused about how the system will grow to meet our changing needs
- Scaleable and flexibility to move from Office to remote working
- Stock MIS reports are expanded by the addition of views which are customisable and schedulable
- Community Forums, Developer centre and GCAP are really good for "go-to" solutions to occasional issues encountered
- The Telecoms Platform is extremely stable - which is so important for our business
- Growing number of third-party vendors providing additional functionality
- Ease of Use for supervisors and staff
- Genesys Cloud App and Browser options
- Voice Transcription included for free on the top tier licence
- Easy to compile Dashboards
- Workflow Management
- Workforce Engagement
- Training, Evaluation and Monitoring is a breeze
- First-line support is still slow but remedies are easily obtained using the Communities and knowledgebase removing some of this frustration
- The Ideas management could be refined and improved to be more geared towards the users priorities for the release of new features
January 19, 2022
Review of Genesys from EndUser View
We use Genesys as our phone system for both internal and external clients. This product is very useful because we used an app in the past so we were at the mercy of the app being up and running at all times.
- Website Interface (used anywhere)
- No waiting for software updates
- Interface is user friendly and easy to set up
- Resource guide needs to be more user friendly
- More walkthrough videos
January 12, 2022
Genesys Cloud CX Review
Our customers have big concerns about upgrading the on-premise solutions they use. When the pandemic started they wanted to move their agents to work from home, but there were a lot of limitations with their existing platform. Therefore, we proposed Genesys Cloud CX, which addressed their main points. Additionally, the flexibility of self-service integrations and social media integrations added extra value to the end-users to contact agents.
- Self-service
- Social media integrations
- Quick set-up and flexibility
- Less effort to maintain
- Improvement of outbound dialing capabilities is required
- Dashboard and wallboard enhancements
- Add more telephony routing capabilities
December 06, 2021
Genesys Cloud CX Review
This is a great software that helps me to get in contact with my clients to help them get their debt with the IRS resolved as well as help them with back on track on their tax filings. This software has really good sound quality and with a lot of features to be able to transfer live calls to different departments in an efficient way without disconnection and keep clients happy with our service.
- Transfer calls.
- Quality sound and connection.
- International calls.
- Lots of features like voicemail and caller ID.
- Video calls.
- 3 way calls.
- Conference calls.
December 06, 2021
Performance, Reliability and Availability
Genesys Cloud CX has allowed me to streamline communication with all areas of the organization, suppliers, and clients. A viable, efficient, and friendly application the interaction with the user is a unique experience. the possibility of having control and making the communication process more efficient allows you to make all day-to-day activities more efficient.
- Communication with internal areas of the organization.
- Efficient internal and external communication process.
- Reduces time and allows you to organize your day-to-day tasks.
- The customer service area allows us to streamline the communication process with our customers.
- Internal areas allow to optimize the process and the organization activities.
- Manage response times as well as improve the schedule of activities.
October 12, 2021
Genesys Cloud CX good CC software platform
Genesys Cloud CX is the contact center platform used in all customer service operations. We operate at a multi-channel level with centers all around the globe. My team handles the daily tech Genesys Cloud CX management including flows, 3rd parties integration, and reporting.
- Easy to manage.
- Intuitive.
- Cloud.
- API call limitation.
- Soft phone development.
- Email channel.
September 29, 2021
Genesys Cloud, the contact center of the future!
Genesys Cloud (formerly PureCloud) is being used across the whole organization and it does the perfect job. We don't have business problems but sometimes our customers ask for business reports based on their business values and Genesys will implement this feature in the future. We are happy to use Genesys Cloud (formerly PureCloud)!
- It has the best user interface
- Fast and easy deployment
- Open platform for fast integrations
- End-to-end omnichannel management
- You can clear campaigns from API but it should be a button for supervisors
- Supporting arrays and tables on agent scripting could be a good improvement
September 01, 2021
Perfect solution for fast in the cloud deployment
Score 9 out of 10
Vetted Review
Verified User
MSP deployed Genesys Cloud across our organization to replace an older Genesys PureConnect system. The system allowed us to remove all tethers to a physical data center and our corporate location and gave us the flexibility to work remotely. We have deployed skill-based routing for all interaction types and leverage the ability to do complex call routes in Architect which is much simpler to use than prior telecom systems.
- Soft Phones.
- Skill Based Routing.
- IVR and Telephone trees.
- Recording features.
- Password expiration alerts and policies.
August 10, 2021
The Genesys team is worth investing time in
Genesys Cloud CX is being used as our primary method for managing incoming calls into the business, with a view of using it for managing all communications in the future (SMS, email, etc.). It's being used by all front-facing teams, though we may expand to non-client-facing departments in the future. It allows us to control the movement of calls more easily, with far better reporting than we previously had available to us.
- Configuration tools to build call flows and determine number routing.
- Responding to customer queries and problems on their help website.
- The initial build and set up by the professional team was knowledgeable and extremely efficient.
- Needs greater flexibility in its org/division separation to allow for more customisation based on business needs.
- Easier bulk amendment tools for user profiles and attributes.
- Better instructional material on their resource website -- some of it is out of date or difficult to follow without a background in call management.
Genesys Cloud is being utilized by our Loan Servicing department. We hope to expand usage to more departments in the future.
[One of] the business problems that Genesys Cloud addresses is that it provides a more robust call center than we were previously utilizing, which is a must during the COVID pandemic where we are seeing increased call volume and the need for hybrid work environments.
[One of] the business problems that Genesys Cloud addresses is that it provides a more robust call center than we were previously utilizing, which is a must during the COVID pandemic where we are seeing increased call volume and the need for hybrid work environments.
- Extremely customizable setup with endless possibility of integrations and call flows.
- Fantastic API with a plethora of documentation as well as built in test modules right in the documentation.
- Customizable dashboards that users can set up to their liking and get all of the information they require for monitoring of users in one place.
- Reporting is very canned and not at all customizable. This makes simple data extract[ion] a tedious proposition that requires utilization of the API.
- Some documentation is out of date and/or difficult to find depending on the topic which can lead to difficulties in initial setup.
Genesys Cloud (formerly PureCloud) is used to manage inbound calls and outbound calls for our call center as well as hosting our internal application that is used for chats and other application data. It allows our agents to have calls managed by queues and have them triaged through call flows without writing code.
- Core telephony support is easy to use and manage.
- APIs exist for a huge majority of app functionality
- Support is responsive when we have issues or questions.
- Documentation is not as easy to search as other applications
- Seems like frequent slowdowns or issues with any non-critical service
- Terminology in the tool is not always obvious where to find
We have an approximately 100 person call center and have over 50 inbound numbers that split out to a variety of different teams & departments. We needed to ensure that all calls are handled promptly and by the correct team. We wanted a cloud-based solution, as we didn't want to maintain much/any on-prem equipment.
- Very easy to configure as an administrator.
- Even easier to use for the end users.
- Frequent updates with just a refresh needed to apply them.
- Support isn't great.
- Still young, so it's missing a few features, although they are starting to fill the gaps.
- Some things aren't customizable as, being a cloud solution, it can be a bit one size fits all in some respects.
May 12, 2021
Genesys Cloud delivers
Genesys Cloud is being used across multiple departments, consisting of around 175 users. Combined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability, and resilience.
- Reliability
- Scalable
- Cloud-based work-from-anywhere.
- Screen pops and CRM integration.
- More ringtones needed: Only one provided and it gets very irritating when in an office.
- Email interactions function needs refining.
May 11, 2021
Contact center in a cloud box
We are a gold partner for Genesys and we are implementing Genesys Cloud (formerly PureCloud) to our customers in the EMEA region. Genesys Cloud (formerly PureCloud) is being used in most business fields (insurance, health, delivery, booking, etc.). It's used to achieve a better customer experience by providing an omnichannel platform with powerful administrative and development features to achieve complex business requirements. It was showing its capability during the COVID-19 pandemic, as the remote agent setup was very quick.
- Calls and digital interactions transfer capability
- User friendly with smart UX
- Easy to understand and support
- Easy to integrate with (RESTful APIs and SDKs)
- Powerful CLI (Command Line Interface) feature
- Agents gamification feature, which increases the productivity of the contact center
- Continuous improvements and updates
- Outbound
- Call disconnection experienced
- Callback callflows
April 01, 2021
Genesys Cloud - Easy, reliable solution
Genesys Cloud is being used for our mental health call center, which contains about 100 employees overall between all the departments that use Genesys Cloud. This is a 24/7 hotline and the Genesys solution addresses our need of reliability and cloud-based solutions. Especially during these times, when there is a great need to be able to work remote, this product helps with that.
- Reliability: This solution boasts a constant uptime and it uses a website to prove and display which services are up and running.
- Simplicity: Designing and administering call routing is simple and easy with the Architect interface.
- Mobility: With both the web app, the desktop app, and the mobile app, Genesys provides a way to connect on the go, or in the case of emergency.
- Headset compatibility: There's not exactly a list of compatible headsets, so we had to find working models through trial and error. Thankfully this seems like a one time problem.
- Mobile app: The mobile app is extremely basic, and needs a lot of work. Ideally this app would allow agents to use a web phone, but currently it only allows forwarding to the cell phone.
- Transferring: For some reason, there is not a clearly labelled way for agent to conference in another line. We figured out how to do it eventually, but it should be much simpler.
It is being used as a cloud based phone system which gives our users the ability to receive calls from anywhere. It is being used throughout our company. It addresses reporting as well as the ability to work from anywhere. During the country's lockdown, all staff were able to perform their duties at home with ease by using the system. We were able to timely make and respond to calls.
- Ease of use.
- Ability to work from anywhere.
- Reporting on calls received.
- Ability to have multiple queues.
- You can see peoples status easily.
- We can see which of our customers are calling.
- Has the ability to show your customer journey.
- Their email functionality is very basic.
March 10, 2021
Easy, Quick and Intuitive
Genesys Cloud [(formerly PureCloud)] is currently being used by the whole company. It allows us to easily and quickly contact our clients, access voicemails, create reports, and it even helps us interact as a team and as a company. The fact that we have so many employees makes it hard sometimes to know who does what and what department they are in, before Genesys [Cloud (formerly PureCloud)] we would have to ask around but now, communicating with other departments is a breeze.
- Very Intuitive
- Allows for easy, high quality calls with our clients
- Creating tiers for the queue allowing for calls to go to the right people.
- Reporting
- Monitoring Calls
- Whisper Mode
Genesys Cloud, at the moment, has been the basis of operations for the company to be in contact with all of our clients. This system has helped the company thrive in sales, and have fewer dropped calls and other issues than other phone systems that we have used before. It allows us to work as a team and simplifies transferring calls, receiving calls, reports of calls for the day, week, month and so on. This system is being used by the whole organization and it works perfectly. There hasn't been any issues from my part. [The] only issues we've had is due to other problems like internet connection which does not involve the use of Genesys Cloud.
- Receiving and transferring calls.
- Call Reports.
- Easy to use.
- Voicemails at hand.
- Missed calls notifications.
- Three-way calls.
March 06, 2021
Useful and Functional
Quality of the calls are very high and really contribute to the department. Genesys Cloud could be more efficient. Frequently is very slow to download the recordings that the department needs. Sometimes the page likes [to] freeze and we need to restart the page and repeat the process again.
- Visual page.
- Intuitive personalization.
- Easy [to] learn functions.
- Download recordings.
- Pages freeze.
- Error in the recordings.