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.
Great for UCaaS and CCaaS in one
Seamless migration, simple to use.
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
How Genesys Cloud CX Differs From Its Competitors
CX Automation Performance
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CX Automation Performance
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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
- 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
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(367) Ratings
Enables agents to track and view their individual and team performance.
- 7.9Validate callers(320) Ratings
Authenticates inbound callers with a customer ID.
- 7.7Outbound response(285) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.3Call forwarding(309) Ratings
Forwarding of calls to the appropriate agents.
- 8.4Click-to-call (CTC)(247) Ratings
Allows one-click calling for agents.
- 8.5Warm transfer(354) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.8Predictive dialing(210) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(301) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.2REST APIs(253) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.3Call scripts(282) Ratings
Providing agents with a predefined conversation script.
- 8.5Call tracking(345) Ratings
Enables agents and managers to see the origin of the call.
- 8.3Multichannel integration(277) 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(267) 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(341) 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.
- 8.1Omnichannel inbound routing(259) 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.
- 8.5Recording(346) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8Quality management(316) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.9Call analytics(327) 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(340) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 7.8Live reporting(335) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.6Customer surveys(200) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.6Customer interaction analytics(242) 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
(677)Attribute Ratings
- 7.2Likelihood to Renew37 ratings
- 8.3Availability6 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
- 8.3Product Scalability6 ratings
- 5.2Ease 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
(76-100 of 408)Great Data and easy to use.
- Data Reports.
- Ability to view what agents are doing.
- Reliable
- Support, in the beginning, to educate local ITSD on how to help with issues before elevating to Genesys.
- Offering.
- Technical Support.
- Partner Network.
- Email integration.
- Asia market priorities.
Free's Coke Review.
- Captures all voice interactions.
- Breaks down the interactions into segments.
- Shows us the screen recordings after the call has ended if the agents didn't disconnect.
- The graph at the bottom of the interaction screen isn't the most user-friendly.
- wish it could record what an agent is doing when the call comes in before they accept it.
- Show the voice/screen recording on other screens.
Great product with multiple uses.
- Call routing.
- Email ACD.
- Easy to adopt.
- Better user interface reviewing calls.
- Allows screen recording beyond just the interaction and ACW.
Genesys - end user friendly.
- End-user.
- Call recording.
- All on one application.
- Reporting
- Interfacing with hospitality CRM.
- Lead lag.
Call Center Manager Perspective.
- Agent Friendly.
- Sound quality.
- Some reports.
- Building users.
- Support
- Sense of urgency.
- Really listening to customer needs.
- Having to refresh frequently on the agent level.
Great solution.
- Same conversation
- Cx orchestration.
- Customer journey.
- Deep knowledge of the customer.
- Connection with another system.
- Time to resolve tickets.
- BC preparation time.
- Customer Journey.
- Omnichannel
- CRM integration.
- Reporting
Great Review.
- Tracking and Reporting.
- Customer Interactions - Recording.
- Automation
- Customer Experience.
- Simplifys reporting.
Genesys Cloud CX Newbie Review.
- Routing
- Call Journey.
- Recording
- Call Detail.
- Integrations
- Reporting- Not enough out of the box.
- Dashboards
- Real-time analytics really struggles, especially when trying to view more than one client at a time.
Review from a newer user.
- Voice Recordings.
- Reporting
- WFM
- Transcription of calls - some of the text is fun to read but difficult to find when there's an issue.
- The callback functionality can be improved.
- Call connectivity from agents at home.
Fun Review!
- Workforce Management.
- Contact Center Operations.
- Inbound email handling functionality could be better.
- Forwarding thinking.
- Customer relationship management.
- Uses cutting-edge technology.
- Station-level recording, including internal calls!
- Customer support thoroughness.
- More detailed call logs are available to customer staff for troubleshooting.
- Automatically enabled network and console logging.
Genesys Cloud CX, a WFM leader's perspective.
- Agent UI.
- Real-time Analytics.
- Frequent improvements and enhancements are driven by user feedback.
- Historical Reporting where the data is across multiple queues or agents/leader groups.
- It improved WFM Reporting Capability to monitor multiple agents with relative ease.
General Review.
- IVR
- CRM look up.
- Workforce Management.
- Analytics
Happy Customer
- Platform ease of use for agents.
- Ease of use for voice services.
- WEM is complicated, and not very intuitive.
- Voice quality issues can be hard to pinpoint.
Genesys Cloud is the future!
- Agent Experience.
- Ease of Use.
- Administration.
- WFM
My honesty review of Genesys Cloud CX after 3 years.
- Documentation is stellar, and I am able to search Beyond training or the knowledge base for anything I need.
- Call flows and IVR is stupid easy to build and work in.
- End users (CSRs) like the interface and seem to be able to navigate easily in the system.
- The time from when we experience an issue to the time there is a post of an issue seems long sometimes.
- I would LOVE to see more photos with the release notes.
- We have trouble with the headset profiles retaining sometimes. I drives me crazy.
Genesys Cloud CX true user
- Call flow design and architect
- New feature add
- Resource center
- Support
- Sometimes a release inadvertently affects another feature. Small but noticeable
- Routing of interactions and building scripts to help support them
- Ability to skill different interaction types at the agent level
- Ability to build architect skillset through their resources
Genesys Cloud CX From a Glance
- Quick to turn up
- Quick to get new numbers
- Easy to chat with other system users
- Admin for call routing is not as intuitive as some other platforms
- Admin options can be confusing when using system for the 1st time
- Reporting issues from an agent perspective
Genesys Cloud CX at a glance review
- Handles the dialer configurations
- Handles the Dealership in different time zones hours of operations
- Skill level for agent knowledge
- Handles the choices in the call flow
- Advanced softphone technology
- Integration to other systems
- API integrations
- Support
- Internal calls recording
- Turn around time for support
- New Technology integrated communications
- More communications when there is a change.
Genesys Cloud CX Review
- Very good interface
- Changes done internally instead of being dependent of a provider
- Quality metrics
- Email handle and management
- Strictly separate areas (if e.g. provide a new service for a different client)
Pleasantly Satisfied with Genesys Cloud CX
- Outbound Campaigns
- API integration
- WebRTC telephony
- Web Based user interface
- Post sale support is not so good.
- It has taken a few tries to get a good TAM.
User friendly.
- Easy to use.
- Navigation tools.
- Call quality.
- real-time stats.
- Call flow tools are not easy to read.
- Support tools are hard to find.
CX is now Cloud 9
- Single Panel of Glass
- AI Bots
- Web Based
- customize user interface / push views