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.
Close your sales calls effectively
Genesys Cloud CX met or exceed expectations.
Genesys Cloud CX Review
Genesys Cloud CX Review
Seamless call routing, with constant updates with Genesys Cloud CX.
Kore.ai integrated to Genesys for a powerful product.
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
Genesys Cloud CX Review
How Genesys Cloud CX Differs From Its Competitors
Migration Experience
CX Automation Performance
CX Automation Performance
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CX Automation Performance
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CX Automation Performance
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Migration Experience
Migration Experience
CX Automation Performance
Migration Experience
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CX Automation Performance
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CX Automation Performance
CX Automation Performance
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CX Automation Performance
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CX Automation Performance
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CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
Migration Experience
CX Automation Performance
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Migration Experience
Migration Experience
Migration Experience
CX Automation Performance
Migration Experience
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
- Warm transfer (352)8.585%
- Call tracking (343)8.484%
- Recording (344)8.484%
- Agent dashboard (365)7.979%
Reviewer Pros & Cons
Video Reviews
12 videos
Pricing
Genesys Cloud CX 1 - Voice
$75
Genesys Cloud CX 2 - Digital
$95
Genesys Cloud CX 2 - Digital + Voice
$115
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $75 per month
Product Demos
Get to know Genesys Cloud
Genesys Cloud Guided Tour
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.
- 7.9Agent dashboard(365) Ratings
Enables agents to track and view their individual and team performance.
- 7.9Validate callers(318) Ratings
Authenticates inbound callers with a customer ID.
- 7.6Outbound response(283) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.3Call forwarding(307) Ratings
Forwarding of calls to the appropriate agents.
- 8.4Click-to-call (CTC)(245) Ratings
Allows one-click calling for agents.
- 8.5Warm transfer(352) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.8Predictive dialing(208) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(299) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.3REST APIs(251) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.4Call scripts(280) Ratings
Providing agents with a predefined conversation script.
- 8.4Call tracking(343) Ratings
Enables agents and managers to see the origin of the call.
- 8.3Multichannel integration(275) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 7.8CRM software integration(265) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8.5Inbound call routing(339) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8Omnichannel inbound routing(257) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.4Recording(344) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.9Quality management(314) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.9Call analytics(325) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 7.6Historical reporting(338) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 7.8Live reporting(333) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.7Customer surveys(198) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.6Customer interaction analytics(240) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Genesys Cloud CX?
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
Comparisons
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Reviews and Ratings
(676)Attribute Ratings
- 7.2Likelihood to Renew37 ratings
- 8.4Availability6 ratings
- 8Performance6 ratings
- 9.1Usability68 ratings
- 7.1Support Rating97 ratings
- 7.6Online Training10 ratings
- 7.7In-Person Training4 ratings
- 8.2Implementation Rating18 ratings
- 8.2Configurability5 ratings
- 8.4Product Scalability6 ratings
- 5.3Ease of integration7 ratings
- 8.4Vendor pre-sale7 ratings
- 8.4Vendor post-sale7 ratings
- 7.6Professional Services10 ratings
- 7.6Contract Terms and Pricing Model13 ratings
Reviews
(26-50 of 406)- 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.
Migration Delays, but excited for the cloud.
- Queue level reporting
- Easier user access management
- Recording the entire interaction end to end. (regardless of transfers)
- Skills based reporting
- Easier HR integrations
Go Genesys PureCloud!
- 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
- Flexibility
- It simplified call routing.
- Single solution.
- WFM, specifically on the WEM side.
- Transcription.
- Agent assistance.
N/A
- Skill-based workload management.
- Easy to use dashboards and reports.
- Custom IVR for different customer bases.
- Integration with Sonar.
Room to grow, promising roadmap.
- 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.
#GenesysPerforma.
- Dashboard capability.
- Real-time review capability.
- Agent monitoring.
- Reporting capabilities.
- IVR reporting integration.
- Amalgamated agent reporting.
On the journey with Genesys.
- 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.
CX Review
- 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.
Awesome product.
- Outbound Campaigns.
- Web messenger.
- Architect flows.
- Contact lists for campaigns.
- External contacts.
Genesys Cloud changed the way we do contact center.
- Ease of use for end users.
- Supportability
- Ability to create custom solutions.
- Availability of APIs for integration.
- WFM back office.
- Reporting
- Quality Management.
Reviewed and experienced multiple CCaaS Platforms.
- 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.
- High uptime.
- Easy to learn.
- Always innovating.
- Within the Genesys application it can be a bit clunky but they are often update the UI.
Excellent product once the potentially tedious initial conversion from existing infrastructure is completed.
- 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.
Insuring a good Genesys Cloud CX migration.
- 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.
Genesys Cloud CX Review.
- 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 CX.
- Scalability
- WEM
- Tiered pricing.
- Reporting
Lift and Shift to Genesys Cloud.
- Agent desktop.
- Architect
- CCaaS
- WEM
Happy so far!
- Routing options.
- Visibility to agent behavior.
- Ease of integration.
- Canned reports.
- Direct call routing.
- Direct call analytics.
My experience so far...
- 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.
Hotline
- 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
Genesys Cloud CX experience
- Reduce cognitive load for the agents
- Simplifies workforce management
- Unifies interactions data
- Development tools
- Modularity
- Event driven interaction
Genesys Cloud CX Telephony & WEM
- 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
Loud and proud to have Genesys Cloud CX
- 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.
Great for contact centres
- 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 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.