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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.
Genesys Cloud CX pricing
Genesys Cloud CX does not have a free version and does not 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:
No
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Genesys Cloud CX Reviews
Feature rating
5 reviews of 235
View all reviews
Glen
- Industry: Dairy
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 6/8/2024
Genesys Cloud provides agility and continuously improves.
We love Genesys Cloud and it's constantly improving.
Pros
Genesys Cloud provides a live platform where we can take immediate action in a fast-paced environment, which is something we haven't had the ability to do in the previous telephony system we had. And the insights that it provides is invaluable.
Cons
Some metrics can be hard to find, however this space is constantly improving. Also we found calling people internally (both users having Genesys Cloud), means we are not able to retain a recording.
Saskia
- Industry: Restaurants
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 5/9/2023
Improving the quality of service provided to customers.
Our five insurance companies now employ a multichannel marketing strategy that combines inbound and outbound efforts to reach new and existing clients. In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system and a third-party Livechat to one that incorporates chat, SMS, and email. The downtime problems of the previous system were also addressed by Genesys.
Pros
Genesys cloud cx has been an invaluable asset to our company as the industry's leading cloud contact center platform. The fact that it may be easily modified to meet your specific needs is another plus. It's constantly up-to-date, and it takes very little time and work to put into deployment. I'm satisfied with its overall performance, and I must say that it's unusual to come across such a fantastic, bug-free, and straightforward platform.
Cons
We finally found a means to communicate without breaking the bank with Genesys cloud cx. It's something I'd suggest for companies of any size.
Daniela
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
4
Features
3
Ease of Use
3
Customer Support
3
3
Reviewed on 28/8/2024
A Robust Tool for Modern Businesse
In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact with their customers.
Pros
It integrates everything seamlessly, making customer interactions smooth and efficient. The built-in AI is a game-changer, predicting customer needs accurately. Plus, the user interface is super intuitive
Cons
It can be a bit overwhelming at first. There’s a lot to learn, and the sheer number of features can feel daunting. It’s powerful, but it definitely has a learning curve.
Patience
- Industry: Utilities
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 23/7/2024
Managing Complexity
We have an extensive roadmap for the next year to incorporate more of the tools available to us with Genesys. Overall the experience has been positive but plan plenty of time for learning and education.
Pros
Our Contact Center is uniquely complex in that we have hundreds of queues. Genesys has allowed us to better manage those queues in a cost effective manner. We have the tools we need to operate our business successfully, we've realized improvements in workforce management and therefore customer satisfaction since the switch.
Cons
We launched Genesys in 2020, so our experience at setup is likely the exception, we struggled to get the support and education necessary to fully realize the benefits of this powerful software. It set us behind and we've been playing catch up to update and restructure.
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.
