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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
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).
Comparisons
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Reviews and Ratings
(677)Attribute Ratings
Reviews
(101-125 of 408)Companies can't remove reviews or game the system. Here's why
March 29, 2023
Pasco COunty
We use it for Call Center and County users.
- Call Handling.
- Client
- People mgmt.
- Call Reports.
- Old reports.
- Call issues
March 29, 2023
User
Main ACD for routing calls. We have IVR, WFM, QM, and Outbound DIaler modules.
- Call Routing.
- Outbound Dialer.
- Callbacks.
- Reporting.
- WFM Adherence.
March 29, 2023
The Good, The Bad and the Ugly.
We use Genesys Engage Cloud for our contact center solution. The solution has helped with our reporting efforts, both real-time and historical, and has allowed us to make effective forecasting decisions.
- Real-time reporting.
- Historical reporting.
- IVR Design.
March 29, 2023
Beyond cloud.
The company was in the process of moving from on-premise to the cloud in the call centers. Genesys provided the opportunity to scale in the cloud and support the volume of users.
- Scale
- Data Management.
- Workforce insight.
- AI capabilities.
- Integration with AI 3rd party automation and expertise.
March 29, 2023
Genesys - In the beginning, there were the heavens and the earth, then we started communicating.
Genesys is the tool we use in the call center to accept and process calls. We also use it to contact Guests. It has been part of the contract to add email and chat, but Genesys has been unable to configure things to make it work.
- The "whisper."
- Pull up repeat customer call info.
- Conference
- A simpler, more intuitive interface would be nice.
- obvious volume buttons for the user.
- Pulse reporting could be improved - currently, we do not have a high level of confidence in the data.
March 28, 2023
Good product company seams a little full of them selves uping prices while competitors caught up.
I consult and manage new Genesys accounts large and small, cities and enterprise users. Resolve high volume and improve customer CX.
- Omni channel routing
- Predictive engagement
- API Integrations
- AI/BOTs application usage
- cost is moving in the wrong direction compared to competitors
- Improve Channel Margin
March 28, 2023
Good partner
Quality Assurance
- support
- call assigment
- compatibility with other platform
- Quality assurance
- better self serve knowledge base
- training options
March 28, 2023
Genesys Cloud FTW
Genesys Cloud CX is deployed across our sales and customer service functions to handle basic inbound and outbound voice interactions. Basic use cases at the moment to handle all these voice interactions. There are now developing use cases for Chat/ChatBots, CRM integrations, etc.
- Browser based client is simple to deploy and easy to manage.
- Web based architect is intuitive and easy to use.
- Customers consistently report the interface takes "too many clicks" to do basic functionality.
- Migrating from PureConnect, some important features are missing like drag and drop transfers, call park and more fined grained control over status.
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.
March 28, 2023
Genesys does it all
Have been writing RFP responses and learning how powerful an engine Genesys CX offers. open platform can play with many 3rd party application providers very easily and quickly to scale.
- GPE
- Routing
- Channel Management
- Plug into 3rd party providers for more capability rich enhancements
- AI rich without partnering
March 28, 2023
Genesys
Ease of use and management. We have approximately 4000 users
- Single pane for everything
- Recording integrated with system
- Ease of looking at interactions
- Merging calls
March 28, 2023
A former employee turned integrator
My role included completing and releasing the integration with Nuance Mix Dialog as a Service. I helped brought the solution to market and currently assist with integration efforts.
- Integrations
- User Experience
- Deployment Automation
- Targeted focus on integrations in a more timely fashion
- Create a single application development space for multi-channel rather than design interfaces for EACH channel which require recreating common design elements for each channel.
March 28, 2023
Genesys Cloud CX Review
I use Genesys to make calls to customers
- Hide my phone number
- Make calls
- integrate with Microsoft Teams
March 28, 2023
On pure connect, it thrilled with cloud
We currently use pureconnect
- User management
- 911
- Supervisor views
- UI
- User management
- UC
March 28, 2023
Not pure connect but get your butt to the cloud
Cloud services make the integrations easier
- Cloud
- Chat
- Call Canter
- UC
- User /interface
- Pricing
March 28, 2023
Great
Currently used for our Medical Info TFNs with routing and reporting.
- Allows for assigning local DIDs
- Reporting
- Routing
- Allowing more tools for real time analytics
- Allowing more access for global number selection
March 28, 2023
New transitioning customer with Interactive Intelligence
Its our current contact center solution Interactive Intelligence CIC
March 28, 2023
Review from a Sr Manager
Customer experience and call center
- Customer analytics
- insights
- reporting
- Omnichannel
March 28, 2023
Review from Sr Consultant
Customer support for Wireless
- routing
- IVR
- Chat
- Reporting
- Insights
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
March 27, 2023
Genesys Cloud CX Review
Genesys Cloud CX is used Voice and Messaging. Overall the ability to have multiple omnichannel offerings in one single UI.
- Omichannel offerings under one UI
- Call recording
- call logging
- APIs
- support
- some admin features could be better
- configurations for non acd users
March 27, 2023
Genesys CX delivers value
We needed to move off of an EOL legacy on prem solution. Genesys CX was the obvious choice. Genesys brings a wealth of industry experience, platform innovation and ease of use with this CCaaS solution. We moved 4 companies, 275 queues, 170 locations and 3,300 users over to the solution within 18 months, including multiple CRM integrations. While it was a lot of work, the implementation was relatively easy compared to past software/hardware replacements.
- Ease of Use
- Industry Knowledge/Experience
- Breadth of Features Available
- Speed of Innovation
- Operational Support
- Contract negotiation
March 16, 2023
Great CCAAS solution that works great
Score 9 out of 10
Vetted Review
Verified User
Genesys Cloud CX is used as the primary contact center solution for call routing and self service. Also used for monitoring throughout the day and also as WFM and reporting solution. The problems it solved for us was the fact it gave us flexibility to expand at will without having to add more infrastructure. Also we were spending lot of time trying to upgrade the older system every few months. Also now we can have agents anywhere we want.
- SelfService
- Call Routing
- Recordings
- WFM
- Analytics
- Own Bots. Bot flows need a lift
March 16, 2023
Inclusive and Transformative Customer Experience!
We use Genesys Cloud CX as our contact center solution for our customers to call in and request assistance for our Accounting product. The business problems Genesys Cloud CX addresses: 1) Contact Center integration into Salesforce for our support analysts which is their primary case management platform 2) Real-time call and queue insights for contact center resourcing 3) Routing calls based on product skillsScope of our use case is voice calls only at this time - future use cases will include SMS and chat We are looking to refine our call flows to add in queue based routing and sending Genesys insights via API's into Salesforce to enhance our reporting. This will allow us to gain deeper insights into our customer calls and be able to analyze call patterns to develop richer reporting metrics. We have also created an Agent Permission Set in the Genesys App for our agents to leverage so that they see their incoming call patterns and agent queue availability.
- Ease of use
- Cloud interface makes new feature accessibility much easier
- Caller ID feature makes the interaction process intuitive
- Integration into Salesforce
- Screen pops
- View filters
- Interaction timeline view
- Data Tables
- Performance View
- Participant Data reporting
- Barge in feature
- Interaction annotation
- Reporting
- Dashboards
- Dropped calls
- Audio interface
- Call flow debugging
- Intuitive call flow design
- Call flow search capabilities
- Save call flow to PDF
March 15, 2023
Genesys Cloud Review
It's been used for contact Center transformation to a more digital environment.
It is allowing us to include digital channels combined with the traditional voice channel within an unique queue and with a single reporting and operation environment.
Genesys Cloud is also creating new opportunities for business areas regarding IA based multichannel bots.
BYOC Cloud option is also letting us to reduce the time to market.
It is allowing us to include digital channels combined with the traditional voice channel within an unique queue and with a single reporting and operation environment.
Genesys Cloud is also creating new opportunities for business areas regarding IA based multichannel bots.
BYOC Cloud option is also letting us to reduce the time to market.
- VoIP
- Chat
- SFDC integration
- BYOC Cloud model
- Outbound dialing
- Data analytics
- SIP integration support for carrier connectivity