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
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
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June 22, 2023
Loud and proud to have Genesys Cloud CX
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.
June 22, 2023
Great for contact centres
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
June 21, 2023
Good Value.
Full contact center suite, outbound dialer, WFM, telecom. Addressed the need for a growing user base and need for scalability.
- Scalable
- Flexible
- Account Executive.
- CSM
- Professional Services.
We used Genesys as our primary Inbound engagement channel for our voice and digital presence as well as our outbound collection efforts; by unifying all channels in a platform, we were able to reduce our overall staff without impacting customer experience, in addition, we utilized their Bot service to do Voice containment in our inbound flows.
- Easy to create Inbound, outbound, and Bot flows.
- Easy integration with CRMs.
- Easy to use UI for management.
- Transfer knowledge from one bot to another.
- Handling different dialing modes with the same pool of agents.
June 21, 2023
Great product.
We manufacture health care equipment like MRI Xray etc. and when customers(hospitals) have enquired/questions, they will reach our customer service through calls, chat, etc. we use Genesys cloud to route the interactions to agents who can assist.
- Workforce management.
- Quality management.
- Screen recording.
- Dail by name is not available.
- Call glow log navigation through call flow.
- Toast doesnt display enough information.
June 21, 2023
Amazing!
We support our clients in diving deep into business problems and understanding why customers call and how to increase self-service with data-driven decisions.
- Demos
- Show cases.
- Conferences
- Support
- Cognitive Services.
- Multilanguages
June 21, 2023
Positive experience with Genesys.
Genesys Cloud CX is a very mature solution versus Amazon COnnect. The business problems which are addressed are to provide a high-quality omnichannel solution to drive our business.
- Voice Quality.
- Easy to enable users.
- Quick build via Architect.
- The Architect could be more seamless to use.
- Policy maintenance should be easier.
IVR/IVA, Bot, ACD.
- Single config/flow interface for Digital and voice.
- Provide a way to connect 3rd party software/APIs.
- Call Control and CTI Integration with major CRMs.
- Reporting
- Snippet Recording.
- On Hangup Actions.
June 21, 2023
Genesys Cloud allows a quick conversion to the cloud with easy integrations to various additional products.
GC is used to replace legacy contact centers with a quickly adaptable cloud contact center. Genesys allows contact center deployments to the cloud very quickly, removing the need for costly on-prem solutions. GC also improves development time for new projects, which leads to a better ROI in my customer's contact centers.
- Allows for quick integration with new products.
- Simplifies the billing process.
- Data actions are synchronized, which leads to bottlenecks in performance when calling APIs.
- Reporting is lackluster.
- WFM product is very premature.
- Dialer has a lot of features that could be improved.
- ASR is built into collect digits in architect, and more programming features in architect are desired.
June 21, 2023
Great
Hard to say in just 200 words, but we use Genesys for our Dialers, and IVR, and beginning to start email and sms campaigns.
- User interface.
- Call routing.
- Outbound dialing.
- I think you do a good job addressing these.
June 21, 2023
Review
Hardware maintenance with current legacy system on prem.. 50% of my workforce spend time on maintenance of hardware
- speed to market
- WFM
June 21, 2023
Best CCaaS out today.
We needed a CcaaS that could be Omni channel, support 26+ languages, and manage the workforce along with it. This needed to be for individuals around the world and with varying levels of technical abilities.
- Omni Channel.
- Workforce Management.
- Reporting
- Additional Social Chats.
- WebRTC on the client site.
- Social Chat transfers.
June 21, 2023
Gen Cloud review.
Our Team supports several inward-facing contact center centers with voice and chat.
- Integrates the agent's ability to handle voice and chat conversations/interactions.
- Dashboards.
- Reporting
- This is on the roadmap, but we would like to see the integration of schedulable training modules for agents.
- Any of the mature Pure Connect features.
June 21, 2023
Balanced View of GC
We recently moved our contact center to Genesys Cloud. It is allowing us to begin streamlining processes and tools to maximize agent engagement, performance, and the CX they provide.
- Cloud licensing structure is so much better than on premise!
- Coaching Summary Performance Reports.
- Agent level Attendance KPI reporting.
June 21, 2023
Genesys lives up to the hype!
Its our telephony platform. We use it for self serve and assisting our customers.
- Ease of use.
- Options to add things like App Foundry.
- Lots of ideas are yet to come.
- Announcement of software enhancements or removal of items.
- Better reporting.
June 21, 2023
Game changer.
I've worked with Genesys On-Prem, and I'd like to emphasize the ease of implementation and speed compared with the old version. There are many self-training possibilities for our users. New features are added regularly, enabling us to continuously improve the solution. There's a lot of scope for innovation to improve our customer experience with Genesys Cloud 3.
- IVR
- Routing
- Recording
- Data analytics.
- Dashboard
- Automation of compilations of data.
June 21, 2023
Your all-in-one solution
This product streamlines the number of different programs we used to use. For example, an agent would have to log into VPN, then open a softphone, then the ACD program, a scheduling program, etc., before they could finally get logged in. Not only did that slow things down, but it was a big hassle for the agent. Now, with Genesys Cloud CX, the agent has everything they need within one application.
- Phone call routing.
- Ease of use of architect.
- Reporting and viewing the queues.
- Sorting A-Z for some call statistics.
- Schedule groups/schedules need to be improved so we can manage them better.
- Filter clearing.
- When you're in Architect, and you've scrolled to the right, and you click on a box, it moves the screen all the way back to the left.
- Make a way to hide the box on the right in Architect so you can view the whole call flow.
June 21, 2023
CX Review.
We were able to migrate to the Cloud platform from our sunsetting system. This provided us with new features and the consolidation of multiple supervisor/agent apps into one interface.
- Ease of use of an architect.
- Performance and reporting.
- Schedule/schedule groups need to be streamlined.
- Architect tends to clear the filter when looking at call flows.
- Ability to alphabetize tasks in architect calls flows.
I primarily use GC for WEM and analytic purposes. Scheduling, forecasting, and intraday support are my main uses for GC.
- The creation of schedules is incredibly easy and intuitive.
- Forecasting is accurate and reliable.
- Gamification is done well and encourages employee engagement.
- Dashboards can only be set to private or public. There is no in-between, which is desperately needed.
- There is no way for an agent to sign up for extra hours or time slots based on CX's need.
June 21, 2023
Genesys Cloud CX Brings Opportunity!
We currently use Genesys Cloud CX for inbound and outbound voice and WEM in our contact center. It has helped to bring together many platforms into one interface for our agents. We are working to bring all contact center components to Genesys.
- Unified interface for agents.
- A dashboard that's easy enough for business owners to create and manage.
- Cutting-edge features and functionality.
- Continual improvements are launching.
- Historical adherence reporting in supervisor dashboards (has AHT and ACW).
- Attendance tracking.
- Manual call scoring integrated with coaching.
- Coaching session tracking and documentation.
- Speech and text analytics seem basic.
June 21, 2023
I wish we had more money to invest in the customization to make this thing awesome as I know it can be.
Reporting, we really struggle with tying our personal data with Genesys data to form a consistent client journey and experience, especially on the outbound side of the business. This includes problems with tagging unique identifiers to calls made inbound and click-to-dial, as well as dialer issues and scheduling, as well as putting parameters to record calls based on state requirements for outbound click-to-dial calling.
- App foundry.
- Click-to-dial and SFDC integration, recording, and multiple tabs.
- Dialers, contact list editing, scheduling.
- Client information is passed to the interaction level data.
- Having first and last user data tagged to call instead of semicolons.
June 21, 2023
Near perfect implementation.
We recently migrated our entire contact center businesses from Avaya to Genesys Cloud. Avaya was a problematic, traditional system with none of the capabilities that we needed to succeed. Genesys gives us all of that, plus a lot more. Originally we implemented all the basic features so that our users could get familiar with the product. Out of the box, the enhancements and benefits are significant, way more than what we could have hoped for or expected. Benefits were realized within the first few days and have grown exponentially every day. Features and benefits are available out of the box; we had very little to do from a reporting perspective and were able to use our old data for metrics. The platform opens us to the opportunity to significantly enhance the customer experience by adding in chat, email, and social media capabilities. We are evaluating how we use AI and automation to enable our customers to get to the c correct agents efficiently and to provide our agents the ability to have the customer data available to them when they are connected through whichever medium they use. The implementations and cutovers were near perfectly executed.
- Call flows.
- Data analytics.
- Customer journey options.
- Support
- Account tan.
- Music on hold options.
- Reporting
June 21, 2023
Exploring our new solution and all it has to offer.
Genesys Cloud is our voice and digital contact center solution. We also use parts of the WFM product. We are experiencing problems related to reaching maximum flow size limits, lack of OOB reporting, issues with implementing Milestones and Outcomes, and also security permissions for read-only intent access.
- Various product offerings.
- Solutions to solve any issue.
- Responsiveness to tickets.
- There are many separate URLs to find information; I'd like to see all of these consolidated into one UI.
- Voting on ideas is proving not to be conducive to meeting our needs with new products or features.
June 21, 2023
Genesys review.
We use Genesys Cloud to power our contact centers as well as a replacement for our PBX system.
- Flexibility
- Ease of Use
- Real-Time Monitoring of agent screens.
- Call recording.
- Workforce Management.
- Business use is clunky.
June 21, 2023
Excellent platform for our call center.
WFM, scheduling, reporting, phone system.
- Forecasting
- WFM
- Call routing.
- Reporting
- Setting up call routing.
- Auto-stopping recording to take payments.