User Reviews Overview
About Genesys Cloud CX
Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so you have actionable insights to address customers problems with ease on any channel, at...
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- Industry: Telecommunications
- Company size: 1,001-5,000 Employees
- Used Daily for 2+ years
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Review Source
Best All-in-One CCaaS solution for businesses -- small or large
Genesys Cloud was easy to deploy and agents picked up the interface quickly. Integration with back-end data and systems was simple using web services and the Architect allowed call flows to be created in days.
Pros
Genesys Cloud CX has it all. Never do I have to wonder about integrations, added costs, or extra training when Genesys has all the features that a contact center of any size has all built into a single, web-based product with super reliability and ease of use unmatched in the market.
Cons
While WFM has come a long way, there are still features that Genesys needs to add and is working on those. Also, reporting needs more visualization and trending data.
- Industry: Insurance
- Company size: 1,001-5,000 Employees
- Used Daily for 1+ year
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Review Source
A good product that is getting better
Overall we have been pretty happy with the Genesys Cloud application. When we find things that are lacking, we are able to put in ideas for enhancements and some of those ideas have already been implemented.
Pros
We love that the Genesys system provides us with a single system for all our customer interactions. We can handle inbound and outbound calls, chats, emails, and SMS. In addition, all the call recordings and call evaluations are in the same system (or will be when we are done rolling it out).
Cons
I think Genesys has some work to do on enhancing the sorting and filtering capabilities with the various views. I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few.
- Industry: Entertainment
- Company size: 51-200 Employees
- Used Daily for 6-12 months
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Review Source
A Step Up From Previous Call Center Software, But Prone To Errors
While PureCloud has had its frustrating glitches, I find that it works far better and more intuitively than previous call center software. Having access to a number of features all in one place, rather than spread out across multiple programs, truly provides ease of mind.
Pros
PureCloud allows fluid communication either across the call center floor, across town, or even across the state or country. It allows multiple utilities that previous software such as Presence did not allow for, such as callback and voicemail functionality, chat features and built in email clients. It becomes a one-stop shop for a call center looking to offer more outreach for customers. Having the ability to work from home, especially in times of crisis, is crucial and this is what PureCloud does best.
Cons
Prone to outages and glitches, though admittedly some of these could be due to network errors within the company. The email client is less than intuitive, and frequently seems to block out valuable attachments, which are important when working in a tech support role.
Top Genesys Cloud CX Alternatives
- Industry: Financial Services
- Company size: 5,001-10,000 Employees
- Used Daily for 6-12 months
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Review Source
Cloud Solutions for Contact Center
The best experience is we get all in one page or in one link. Agent supervisors get agent recordings, reporting and monitoring all in one login to Genesys Cloud CX.
Pros
Genesys Cloud Contact Center routing solutions are easy and implement and use for inbound and outbound calls and also for Chat. We are in middle of the migration process and hopefully we will be migrating complete our contact center from Genesys Engage & Avaya to Genesys Cloud CX
Cons
API integrations with other 3rd party solutions
Alternatives Considered
Avaya UCaaSReasons for Switching to Genesys Cloud CX
Due to limited functionality and interface in Avaya, we want to go with Genesys Cloud CX for better features and functionality and also many other important features that suite for our requirement.- Industry: Telecommunications
- Company size: 501-1,000 Employees
- Used Daily for 1+ year
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Review Source
8/10 product for now, as this product gets better will easily be a 10/10 product in the future
I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future
Pros
It was easy to implement and start up. For my company as we had multiple software for our CRM, Genesys Cloud really made it easy as it is all in one software
Cons
Some areas still need to be developed, such as the reporting and the Workforce Management addon
Alternatives Considered
Verint Automated Quality ManagementReasons for Choosing Genesys Cloud CX
Lisence was expiring and the technology wasnt thereSwitched From
Cisco Unified Intelligent Contact Management EnterpriseReasons for Switching to Genesys Cloud CX
More companies was using it at the time and the vendor was locally based- Industry: Financial Services
- Company size: 51-200 Employees
- Used Daily for 1+ year
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Review Source
Breath of fresh air vs historical telephony systems
The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this.
Pros
Ease of use. The GUI is clear and concise on both and agent and Administrator level.
Cons
The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents.
Reasons for Choosing Genesys Cloud CX
The historical system was clunky, unreliable with a very sub-par support channel. This was culminated with the system owners choice of decommissioning the telephony platform we had used with them shortly after our contractual obligations had ended.Reasons for Switching to Genesys Cloud CX
The cost benefit analysis and uptime SLAs could not be matched against any of the other products at hand.- Industry: Financial Services
- Company size: 5,001-10,000 Employees
- Used Daily for 6-12 months
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Review Source
Contact Center Implementation using Genesys Cloud
After implementing Genesys Cloud solutions, we are able to get agents recordings, reporting and monitoring easily.
Pros
Contact Center Routing using Architect, Implementation of contact center components and for supervisors it is easy to use to check on agent status, reporting and analytics and recordings, integration from existing Genesys Engage & Avaya to Genesys Cloud is smooth
Cons
API integration, Custom Routing solutions, and Desktop sharing options not available
Alternatives Considered
Cisco AnyConnectReasons for Switching to Genesys Cloud CX
We are already using Genesys Engage setup in our environment and decision take to use Genesys Cloud for smooth migration of our contact center- Industry: Telecommunications
- Company size: 11-50 Employees
- Used Weekly for 6-12 months
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Review Source
Next gen Cotact center solution
Its a very good product, reduce the chain technology compounds and very easy to use
Pros
Its very easy to deploy, with a high quality technology, understand the business requeirements, and its all in one solution.
Cons
A better call recording its required, like a dedicated system (NICE, Verint, RedBox).
Alternatives Considered
wolkvoxReasons for Choosing Genesys Cloud CX
supportReasons for Switching to Genesys Cloud CX
support level in Colombia, certified partners in Colombia- Industry: Information Services
- Company size: 1,001-5,000 Employees
- Used Daily for 1+ year
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Review Source
It proves its value in pandemic of COVID-19
Pros
Cloud based solution with WebRTC client works perfectly when all agents need to work from home.
Cons
Reporting needs to be improved, because it's rigid and hard to customized.

- Industry: Nonprofit Organisation Management
- Company size: 1,001-5,000 Employees
- Used Daily for 1+ year
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Review Source
A lot of data
Overall it has been a learning curve without any formal training, but after a month I had a pretty good idea on what I was looking at.
Pros
We use this program at my company to make sure agents taking calls in the call center are in adherence. We also use it to see deviations in our call volume. The adherence part is color coded and is fairly easy to interpret. The call volume part is a lot of data and unless you've been formally trained in the program it can take some time to figure out what you are looking at.
Cons
It is almost overwhelming with data, I would recommend getting trained if possible to maximize your potential in the program.
- Industry: Financial Services
- Company size: 501-1,000 Employees
- Used Daily for 2+ years
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Review Source
A Cloud like no other
The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.
Pros
I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.
Cons
A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.
Reasons for Choosing Genesys Cloud CX
It wasn't a contact center solution and there were also reliability issues.Reasons for Switching to Genesys Cloud CX
It offered a more well-rounded set of features. The outbound dialer was also superior on the Genesys Cloud offering.- Industry: Marketing & Advertising
- Company size: 1,001-5,000 Employees
- Used Daily for 1+ year
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Review Source
Excellent all in one product
Brilliant product and seamless integration, did not take long to get the product set up and the users onboarded
Pros
Seamless integration, great product and feature rich under continual development - all in one place resouce
Cons
Nothing really comes to mind at present, the Dev environment is a little cumbersome
- Industry: Marketing & Advertising
- Company size: 51-200 Employees
- Used Daily for 2+ years
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Review Source
Amazing business interaction system with mobility and flexibility
The experience with Cloud CX has been amazing. The backed end (architect) is very easy to use and if you can work a visio diagram you can create a call flow. The baked in skill based routing and time of day route decisions is setup very well.
Pros
Our ability to run our entire phone system in the cloud and connect from any device with an active internet connection kept us in business through the initial pandemic shutdown. Not being tied to a physical location while having such a complete suite of features has been paramount to our success as an organization over the past couple of years.
Cons
I really do enjoy everything about the software including the new feature releases each month.
Reasons for Choosing Genesys Cloud CX
We wanted to move from a hosted on-premise solution to a cloud-based system.Reasons for Switching to Genesys Cloud CX
Features, pricing and ease of deployment- Industry: Insurance
- Company size: 1,001-5,000 Employees
- Used Daily for 1+ year
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Review Source
Genesys Cloud
Pros
It is easy to set up an IVR using Architect. User creation is simple and bulk imports are available. You can separate areas of your organization using Divisions which is beneficial. If you utilize Genesys Cloud Voice as your carrier, setting up and provisioning phones is simple. Also, this is a cloud based application, they are always updating it. Genesys has an ideas page, where you can submit changes you would like to see to the application and vote on other changes that have been suggested.
Cons
The reporting when it comes to segments of the calls and where they are transferred to could be better. It is difficult to determine where calls are going. The system does not currently record calls between users. We have several scenarios where an agent calls for assistance that we would like to be recorded.
- Industry: Nonprofit Organisation Management
- Company size: 51-200 Employees
- Used Daily for 1+ year
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Review Source
An Honesty Review...
So far our company loves Genesys cloud. We are barely using all the modules/features in genesys cloud and plan to expand that in the near future. I cant wait to move to email queues for the various departments.
Pros
I love that it is easy to navigate for even the least technical in our company. There is a ton of information out on the web for administrators or engineers that need to build or modify flows, APIs, queue, or groups really anything you are looking for and most of it is free. There is also a paid training called beyond that has been uber beneficial to my learning.
Cons
Learning to use the flows was hard at first. Its really not hard to build them once you get your head around it. Don't think too deep its really easier than it looks at first. I also have had a hard time using voice over IP with headsets. Our company went from desk phones to utilizing USB headsets and a profile. Sometimes the software forgets the profile/headset.
- Industry: Information Technology & Services
- Company size: 1,001-5,000 Employees
- Used Daily for 1+ year
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Review Source
Genesys Cloud Review
Overall Genesys Cloud solution was a game changer specially during this time of pandemic crisis as we are able to work from home and provide continues support to our customers.
Pros
Features and easy user adaptability, Can use it anywhere and does not need physical hardware, Contact Center features, ie ACD and Reporting.
Cons
Telephony Features are OK but need some improvement if compared to features provided by traditional IPT vendors like Cisco and Avaya.
- Industry: Financial Services
- Company size: 51-200 Employees
- Used Daily for 6-12 months
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Review Source
Not a bad product, but not easy
It's more powerful than our Cisco system but we've had much more administrative overhead. A phone should be a phone and software based phones aren't reliable
Pros
Great soft phone support, very tweakable, phone logs are easy to access for every call you don't have to dig for them. It's very customizable. Great for call centers.
Cons
Here are the biggest issues, unlike Cisco hard phones and soft phones are totally separate in how they integrate with the system. You can't run a hard phone and a sip phone and have them both ring. This also means that sharing lines is difficult for users like executive receptionists who deals with some executives on soft and some on hard phones. The phone tree has a few glitches to be aware of, and is difficult to learn so mistakes are inevitable if you make changes in house. Biggest issue is that the soft phone does not automatically change network adapters when connecting to a VPN. This is a big pain point for users who have to constantly switch SIP settings on their toolbar every time they move about.
- Industry: Human Resources
- Company size: 51-200 Employees
- Used Daily for 2+ years
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Review Source
PureCloud
Purecloud has been helpful when I am out of the office. I also enjoy the fact that I receive an email when I get a voicemail. It includes the voicemail in the email which is very helpful if I need to send it to someone on my team to assist.
Pros
The I can use my cell phone as if I were on my office phone. I'm able to communicate with clients as if I am in the office while I'm on my cell phone; out of the office traveling, picking up my kids, etc.
Cons
When my office phone is forwarded to my cell phone, it will only ring once, maybe twice before the call has already moved into my voicemail. If my phone is not right in or near my hand, I will miss the call.
- Industry: Hospital & Health Care
- Company size: 501-1,000 Employees
- Used Daily for 6-12 months
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Review Source
User-friendly & Intuitve
I use this in a remote call center environment. It's great that it can be used via web browser or application - makes it flexible when I need to switch computers, etc. When I'm looking at reports, it can sometimes be tricky to see all of my subordinates and their details without individually clicking through each and every name, mostly because the side menu tabs keep taking over half the screen. For its direct purpose - handling calls - really no complaints.
Pros
I think it's easy to use. I appreciate that you can use it via web browser or application. The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access.
Cons
Calls often drop for no reason. The time-off tool is clunky - you have to tap through dates and times rather than just enter them manually which can take way too long. The sound quality of calls can be questionable in seasons. The evaluation element.
- Industry: Information Services
- Company size: 501-1,000 Employees
- Used Daily for 2+ years
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Review Source
Great experiencwe
I started three years ago the digital transformation of one of the first four Spanish telephony operators, in these years of work we have integrated customer CRM , conducted outgoing campaigns, quality surveys, voice recognition In the IVR, improving the client's experience and that of the agents in charge of customer service.
Process automation and technical testing.
It has allowed me to grow professionally and improve costumer experience .
Pros
Full of possibilities without the need of knowledge or previous experience.
Cons
Platform Availability. We have not suffered service falls in three years
- Industry: Telecommunications
- Company size: 2-10 Employees
- Used for 2+ years
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Review Source
Good but complex solution for cloud
Genesys is a good solution for a business with a strong developer team.
Pros
It has both CCaaS and UCaaS and is a leading provider. I was one of the first users years ago. They innovate well
Cons
It is a very complex solution that involves integration challenges every time. It is expensive for using with 3rd party products
Alternatives Considered
Avaya UCaaS- Industry: Retail
- Company size: 51-200 Employees
- Used Daily for 2+ years
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Review Source
A nice upgrade from our previous on-premise solution
Pros
Ease of maintenance by our IT team and reliability compared to our previous on-premise phone system.
Cons
We are a seasonal with more employees during the spring and fall (compared to winter and summer) and it would be nice to be able to have our license pool ramp up or down by month.
- Industry: Outsourcing/Offshoring
- Company size: 501-1,000 Employees
- Used Daily for 6-12 months
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Review Source
Safe ready to go Clound Contact Center
Overall experience has been great and support has been responsive. The only drawbacks are their lack additional reporting options and their price
Pros
Very easy to set up and manage. You can have any contact center up and running easily. Their admin page is very user friendly plus they have a very extensive resource and community portal.
Cons
Although they have a lot of available reports, they lack the ability to download more detailed reports and customize your reports. If you need the ability to do this you would have to pay more through their App Foundry. Purecloud is also at the high end of the price spectrum for user licensing.
- Industry: Financial Services
- Company size: 501-1,000 Employees
- Used Daily for 2+ years
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Review Source
Good Product but Longer response from Support Team
Experience with the application was good
Pros
Easy of use and feature availability and modifications
Cons
Long response time from the sales team and project team
- Industry: Automotive
- Company size: 1,001-5,000 Employees
- Used Daily for 1+ year
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Review Source
The PureCloud Team has gone above and beyond with their customer service.
Pros
The PureCloud product is very easy to use. Navigating through the software is very user friendly and using the "help" features provide a great resource for insight. Reaching out to the community has been a great help for us as well.
Cons
We have based our call centre around part time shifts due to the demand of our business. The pricing model will have to be reviewed for our operations as we continue to grow.