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Genesys Cloud CX

Genesys Cloud CX
Formerly Genesys Cloud

Overview

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.

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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Warm transfer (352)
    8.5
    85%
  • Call tracking (343)
    8.4
    84%
  • Recording (344)
    8.4
    84%
  • Agent dashboard (365)
    7.9
    79%

Reviewer Pros & Cons

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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
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Pricing

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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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Product Demos

Get to know Genesys Cloud

www.genesys.com

Genesys Cloud Guided Tour

www.genesys.com
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.1
Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.8
Avg 8.3
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Product Details

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.

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

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

Genesys Cloud CX Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesCanada, 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 LanguagesArabic, 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.

Five9, NICE CXone, and Talkdesk are common alternatives for Genesys Cloud CX.

Reviewers rate Warm transfer 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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Comparisons

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Reviews and Ratings

(676)

Attribute Ratings

Reviews

(26-50 of 406)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I incorporate call details, quality evaluations, scheduling, and presence details to provide a broader picture of how our member service phone agents are performing. Our organization is still working to improve integration among the various lines of business and functional areas. We had an admittedly rough start with Genesys Cloud CX, but we see the potential and have been working to improve our experience. We will be using Genesys Cloud CX to make connections that had been unavailable to us in the past, such as identifying the impact queue backlogs have on agent performance.
  • Tracks transaction activity
  • Allows for flexible implentation
  • Reporting options are very limited and don't take into account features that are encouraged during implementation. A simple case in point would be reporting adherence/conformance across a collection of work teams. We need to run for the management units, then reassemble based on our side list of work teams.
  • Separating agent handle time from call handle time.
  • Identifying the time the customer has been on hold. If an agent consults with another agent, that is logged as agent interaction time, even though the customer is on hold.
  • Evaluations... need some rethinking
  • Changing parameters on Activity Codes as well as some other Master Data Elements creates a new GUID for that data element. This results in reports that aren't properly labeled or appear to have duplicate entries.
Cloud captures and stores information very well. Having the App Foundry available allows for more versatile utilization of the data. The handling of Master Data Elements leaves a lot of room for improvement.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are transitioning our on prem telephony to Genesys Cloud CX. We are attempting to transition to a cloud based contact center model for multiple reasons i.e. easier integrations with other services, less overhead, improved self service etc. We've currently onboarded several contact centers and built some self service experience, which still need to go to production.
  • Queue level reporting
  • Easier user access management
  • Recording the entire interaction end to end. (regardless of transfers)
  • Skills based reporting
  • Easier HR integrations
The number of options can be overwhelming i.e. what is the best was to deploy iterate and determining how fast to go. Genesys Cloud CX seems well suited to handling multiple contact centers with unique intents and business practices, but that can also complicate a deployment.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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
Genesys PureCloud does a great job at constantly upgrading features. Though some features may take some time, it’s nice to know it’s at least on their radar. One example is time off management and that they’re looking to implement staffing groups to manage PTO.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
We are in the process of deploying Voice. We have struggled to implement WEM as capabilities are not up to par with existing tech. We have also considered IVR and chat as well.
  • Flexibility
  • It simplified call routing.
  • Single solution.
  • WFM, specifically on the WEM side.
  • Transcription.
  • Agent assistance.
It does not seem appropriate for a large contact center WFM. Lots of tasks lack automation today, requiring more WFM analysts than other products on the market. Currently unable to leverage asynchronous chat from a mobile device, Audiobook is currently restrained by 2. endpoints and inability to filter what goes to each endpoint.
June 22, 2023

N/A

Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
It is such a versatile platform that the possibilities are really endless. That may My only concern is which direction to head towards first as there are so many options.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I run our Innovation Lab, where we explore our unique use cases, emerging technologies, and integrations with homegrown solutions.
  • APIs - many available, good documentation and tools for placing test calls.
  • Re-imagining solutions as opposed to building things like legacy vendors.
  • Simple interface, particularly architect, which is simple enough for business users to work with.
  • The availability of established integrations in the App Foundry.
  • Many features (outcomes/milestones, audiobooks) have limitations that are well below expectations for large enterprises.
  • Betas that are available or have been added to the environment should be visible in the admin.
For small to medium companies, Genesys is a great solution out of the box. Larger companies should expect to wait for some capabilities to mature but should still be able to find many opportunities to realize value. For well-established companies, they will need to be open to rethinking the way they work and should not expect to lift and shift their solutions.
June 22, 2023

#GenesysPerforma.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
My business division uses multiple contracts in multiple states and counties.
  • Dashboard capability.
  • Real-time review capability.
  • Agent monitoring.
  • Reporting capabilities.
  • IVR reporting integration.
  • Amalgamated agent reporting.
Agile, easy to deploy and train on, consistent performance.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I am working in the WFM, Call Recording, and Journey. Genesys is one of the tools we are deploying, especially the more WFM matures.
  • Connecting the agent to the data and feedback.
  • Game-ifying the work.
  • Clean interface and navigation.
  • Still need to mature WFM offerings.
  • Implementation struggles.
  • ROI and TCO adoption assistance.
A telephony platform, specifically routing, seems to be one of the best use cases.
June 22, 2023

CX Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
Genesys Cloud CX supports the voice component of our call centers globally. We are in the implementation phase with bots and live chat functionality at this time. We white-label service multiple clients and a variety of asset classes over multiple CRMs. We are able to apply Genesys as the global contact center platform to support all agents.
  • The ability to handle our large volume.
  • The ability to scale with our fast-growing business.
  • Ability to copy flows between orgs.
  • Our CSM relationship. I am hopeful this will improve with the new management.
  • Cross Learning ability between our bots.
  • Ability to support over 65 outbound campaigns in line with our business needs/growth.
I think the best case scenario is for single-tenant business types servicing on behalf of themselves. Where Genesys struggles is with a multi-tenant environment.
June 22, 2023

Awesome product.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
It is very easy to use and convenient to transfer to. New features keep coming and help us improve at a tremendous rate.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We were moving out of our data centers and needed a cloud solution that met the requirement needs of 20+ different contact center solutions we were using and provided ease of use to our Business. Genesys Cloud allowed us to do a POC to prove the platform and not only did it meet our needs but it exceeded our expectations. Genesys has also been an amazing Partner that listens and is continuing to enhance the platform that we love, which brings out the company's great value.
  • Ease of use for end users.
  • Supportability
  • Ability to create custom solutions.
  • Availability of APIs for integration.
  • WFM back office.
  • Reporting
  • Quality Management.
When you are trying to save costs on infrastructure Genesys is the platform.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Used for inbound customer services and outbound dialer campaigns related to collections and sales.
  • Inbound virtual call routing.
  • Skills-based routing.
  • Virtual hold callbacks.
  • More flexibility for varying user licenses based on business need by dept.
  • Monitoring edge devices at the device level for utilization challenges.
Great inbound skills-based routing capabilities and outbound dialer campaign management and virtual hold.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Cloud CX to route all our inbound calls/emails. The business problems we look to solve involve customer issues with our products as well as customer questions regarding our products. We must answer questions and issues quickly while maintaining high quality. Genesys helps us do this with its robust WFM and Quality tools. Genesys has no downtime issues, so we are always available to service our customers.
  • High uptime.
  • Easy to learn.
  • Always innovating.
  • Within the Genesys application it can be a bit clunky but they are often update the UI.
Well suited to handle routing of all types of customer interactions. Great at creating IVR options as well as multiple queues and skills. Not the easiest to make on the fly adjustments to open/closed times.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We are using Genesys Cloud CX as a way to consolidate disparate systems into one centralized solution across a large user base mixed between multiple contact centers.
  • Helps remove local on-prem support overhead.
  • Allows greater flexibility to deploy new features as needed.
  • Better functionality for WFM features consistent with existing competitive WFM solutions.
  • Built-in Avaya data feed conversion without the need for a third-party tool.
Well-suited: Bringing multiple contact centers under a centralized umbrella of systems and applications. Less appropriate: Converting from existing best-of-breed contact center applications where Genesys may be lacking key features compared to established products.
Scott Baumann | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Currently utilize Genesys Cloud CX for all global contact centers for over 4000 agents and supervisors.
  • IVR Call Flow Routing.
  • Cloud client availability.
  • WebRTC soft phone routing.
  • Providing assistance for BCR and DR concerns for your product.
  • End-user training post-implementation was difficult to pin down.
  • Clarifying the difference between upcoming and approved feature updates.
Insurance Company Call Center usage is Genesys Cloud's bread and butter.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Cloud to interact with and support our customers through voice, email, and messaging channels. We use WEM, reporting, and analytics, to forecast staffing needs, identify areas for improvement, and adjust business workflows. We implemented a chatbot to support self-service. In the future, we will be enabling SMS interactions, Predictive Engagement, Predictive Routing, and gamification.
  • Customer journey and analytics.
  • Ability to scale with the business.
  • Enables supervisors with the tools they need to manage their team without contacting a Genesys admin.
  • The Salesforce embedded client lacks the features and tools available on the agent desktop.
  • Unable to strip skills on transfer.
  • Ability to customize the messaging widget and end a message from both the agent and customer side.
Genesys Cloud is well suited for orgs looking for a complete contact center solution that wants to take advantage of the agent desktop and not use an embedded client.
June 22, 2023

Genesys Cloud CX.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We implemented Genesys Cloud to replace our Cisco solution. We needed a solution that was innovative, flexible, and could be stood up quickly. Genesys Cloud CX provides our clients with the features, security, and reliability we need to be successful.
  • Scalability
  • WEM
  • Tiered pricing.
  • Reporting
We've found it met the need of all sizes of businesses.
Score 9 out of 10
Vetted Review
ResellerIncentivized
Voice channel. Skill-based routing. Focus on lift and shift. The next phase is for transformational features in Genesys Cloud CX.
  • Agent desktop.
  • Architect
  • CCaaS
  • WEM
Lift and shift from premise to CCaaS.
June 22, 2023

Happy so far!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Any call center wanting to add multiple channels would be happy with this product. It would be more difficult to design processes for users like insurance agents that take leads but require a most business to be done from a direct number.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use GenCloud for all of our internal contact centers, that range anywhere from the company helpdesk to the travel department, HR, newspapers, and operators. Some of the business problems we have revolve around measuring metrics correctly for each group individually. Every group we work with needs to operate differently from any other group, so there is always new work that needs to be done in order to adjust for each group and their needs. GenCloud allows us to be very flexible in measuring analytics for each group, as well as easily tying into other applications to deliver the metrics with ease.
  • Building out the flows in an architect is easy and, more importantly, easy to learn.
  • Provides flexible analytics out of the box. If you need to measure some custom values then it is easily done using the tools inside of Architect. Viewing the data and scheduling reports run frequently are intuitive.
  • Easy to set up multiple channels for interactions to flow through.
  • Call routing to agents I think needs to be tightened up in that the back-end calculations are not very clear, and sometimes the agents will not get the calls in the order that they need to.
GenCloud is well suited for groups that need to spin up a contact center quickly and is great for really any type of contact center. It is not suited for groups that just need some very basic call routing, like hunt groups or round-robin types of scenarios. At this time, I think GenCloud is too feature rich to be used as simply as that. However, it definitely can be used that way.
June 22, 2023

Hotline

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it as a call center for The Adult Abuse and Neglect Hotline. We have 20 agents that work vary of shifts. We only in bound calls. We would like to use more applications to get to more customers.
  • Agent Data
  • Call Center Data
  • Keep the agents communicating with each other through the genesys chat function since we all work remote
  • WFM be more friendly user
Easier way to contact someone with a problem with Genesys Cloud CX, example not able to go in. Be able to call IT person to help them instead of doing the logs and setting up a ticket through Customer Care.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Client omnichannel experience, in the whole life cycle, pre-sale, sale an post-sale
  • Reduce cognitive load for the agents
  • Simplifies workforce management
  • Unifies interactions data
  • Development tools
  • Modularity
  • Event driven interaction
Genesys Cloud CX is well-suited for workforce management.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Genesys Cloud CX brings a complete suite of telephony and omnichannel solutions for DIRECTV. We use Genesys WEM to support our call center workforce management.
  • Genesys Cloud CX provides configurable telephony infrastructure that provides agility and speed to market.
  • Genesys Cloud CX can scale well leveraging AWS backend
  • Genesys Cloud CX can improve its data interfaces for reporting
  • Genesys WEM can improve by incorporating workflow and business rules engines
Cloud base configurable telephony
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Genesys Cloud CX is our primary contact center platform, globally. We are still in the process of migrating internationally, but North America fully uses Genesys Cloud CX. It solutions speed-to-answer, versatility, and keeping up with the ever-changing experience economy. My department utilizes all interaction types, gamification, and I am looking forward to exploring bots and the knowledge base.
  • Access to data
  • Easy UI
  • Broad functionality
  • The out-of-box reports are lacking. I would like to see more graphical historical reporting.
  • The gamification function is great, but still new. There needs to be more customization.
  • I would like Genesys Cloud CX to tell me/show me areas our queues or workgroups can improve. What is the health of my queues without me having to look for or interpret.
Genesys Cloud CX is well-suited for all inbound interactions. It really puts the information in my agents hands on how well they are performing as a team, and gives me the data as a leader to understand overall performance. I find it less useful in outbound situations. It's just not something my company uses it for.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Genesys Cloud CX is the one-stop shop for a true omni channel experience. We moved to Genesys Cloud CX from Genesys Engage Cloud, and use it for all telephony, chat, and contact centre email needs. We are also robust users of Outbound, finding ways to provide value for use cases other than collections.
  • Easy to change options and scripts
  • One landing page for agents
  • Continuous improvement with cloud upgrades
  • Sometimes basic functionality is just missing
  • Slow to adopt/develop new ideas
  • Reporting
Genesys Cloud CX is great for contact centres who need robust solutions and want to integrate their current operations into one system.
Genesys Cloud CX is probably too much for a really small contact centre, or any company that needs hyper customization.
It's great for scalability and for getting features.
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