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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
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August 01, 2023
Genesys Cloud is great but needs a little work.
It helps connect users with patients.
July 19, 2023
Excellent product - full end-to-end solution!
Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full cloud solution, to mitigate lengthy upgrades, and to offer a seamless solution end-to-end which with a feature-rich product.
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.
June 22, 2023
Migration Delays, but excited for the cloud.
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.
June 22, 2023
Go Genesys PureCloud!
We use it as our phone system/IVR plus QA and WFM tool.
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.
June 22, 2023
N/A
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.
June 22, 2023
Room to grow, promising roadmap.
I run our Innovation Lab, where we explore our unique use cases, emerging technologies, and integrations with homegrown solutions.
June 22, 2023
#GenesysPerforma.
My business division uses multiple contracts in multiple states and counties.
June 22, 2023
On the journey with Genesys.
I am working in the WFM, Call Recording, and Journey. Genesys is one of the tools we are deploying, especially the more WFM matures.
June 22, 2023
CX Review
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.
June 22, 2023
Awesome product.
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.
June 22, 2023
Genesys Cloud changed the way we do contact center.
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.
June 22, 2023
Reviewed and experienced multiple CCaaS Platforms.
Used for inbound customer services and outbound dialer campaigns related to collections and sales.
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.
June 22, 2023
Excellent product once the potentially tedious initial conversion from existing infrastructure is completed.
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.
June 22, 2023
Insuring a good Genesys Cloud CX migration.
Currently utilize Genesys Cloud CX for all global contact centers for over 4000 agents and supervisors.
June 22, 2023
Genesys Cloud CX Review.
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.
June 22, 2023
Genesys Cloud CX.
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.
June 22, 2023
Lift and Shift to Genesys Cloud.
Voice channel. Skill-based routing. Focus on lift and shift. The next phase is for transformational features in Genesys Cloud CX.
June 22, 2023
Happy so far!
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.
June 22, 2023
My experience so far...
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.
June 22, 2023
Hotline
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.
June 22, 2023
Genesys Cloud CX experience
Client omnichannel experience, in the whole life cycle, pre-sale, sale an post-sale
June 22, 2023
Genesys Cloud CX Telephony & WEM
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.