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 any moment, beyond just the call center. Genesys Cloud CX is trusted by thousands of small, medium and large enterprises and recognized as an industry leader across the globe. With pervasive automation, you can take the right action at the right time to create the best outcome. Give your employees the information they need in one application built to engage your employees and boost your team’s performance and is intuitive to use. Use Genesys Cloud CX™ as an all-in-one application, easily add hundreds of packaged integrations, or customize the platform and make it your own. It deploys in days and continually innovates with upgrades each week. With real-time dashboards and up-to-the-second analytics, Genesys Cloud CX™ provides the insights you need to run your business—no matter where your agents are located.
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Genesys Cloud CX pricing

Genesys Cloud CX does not have a free version but does offer a free trial. Genesys Cloud CX paid version starts at US$75.00/month.

Starting Price:
US$75.00/month
Free Version:
No
Free trial:
Yes

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Genesys Cloud CX Reviews

Feature rating

Value for Money
4.1
Functionality
4.2
Ease of Use
4.3
Customer Support
3.9
5 reviews of 167 View all reviews
Robert
  • Industry: Telecommunications
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 10/2/2022

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.

Verified Reviewer
  • Industry: Insurance
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 18/5/2021

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.

Verified Reviewer
  • Industry: Entertainment
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
0

3
Reviewed on 20/3/2020

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.

Vijaya
  • Industry: Financial Services
  • Company size: 5,001-10,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 13/10/2022

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 UCaaS

Reasons 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.
Verified Reviewer
  • Industry: Telecommunications
  • Company size: 501-1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 24/1/2021

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 Management

Reasons for Choosing Genesys Cloud CX

Lisence was expiring and the technology wasnt there

Reasons for Switching to Genesys Cloud CX

More companies was using it at the time and the vendor was locally based

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