--- description: Review of Genesys Cloud CX Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Genesys Cloud CX | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [Customer Communications Management Software](/directory/4742/customer-communications-mngt/software) > [Genesys Cloud CX](/software/323407/pureconnect) # Genesys Cloud CX Canonical: https://www.softwareadvice.ie/software/323407/pureconnect Page: 1 / 12\ Next: [Next page](https://www.softwareadvice.ie/software/323407/pureconnect?page=2) > Genesys Cloud CX cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so users 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 various small, medium and large enterprises and recognized as an industry leader across the globe. With pervasive automation, businesses can take the right action at the right time to create the best outcome. With Genesys Cloud CX, organizations can give their employees the information they need in one application built to engage employees and enhance the team’s performance. Use Genesys Cloud CX as an all-in-one application, easily add various packaged integrations, or customize the platform as per the requirements. It deploys in days and continually innovates with upgrades each week. Additionally, with real-time dashboards and up-to-the-second analytics, Genesys Cloud CX provides the insights required to run your business—no matter where the agents are located. > > Verdict: Rated **4.3/5** by 262 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.3/5** | 262 Reviews | | Ease of Use | 4.4/5 | Based on overall reviews | | Customer Support | 4.0/5 | Based on overall reviews | | Value for Money | 4.1/5 | Based on overall reviews | | Features | 4.2/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Genesys - **Location**: Daly City, US - **Founded**: 1990 ## Commercial Context - **Starting Price**: US$75.00 - **Pricing model**: Per User - **Pricing Details**: Cloud 1: $75USD per user, per month (annual payment available) Cloud 2: $110USD per user, per month (annual payment available) Cloud 3: $140USD per user, per month (annual payment available) For enterprise-level planning, please contact Genesys for more information. - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Traditional Chinese, Turkish - **Available Countries**: Argentina, Australia, Belgium, Bolivia, Brazil, Cambodia, Canada, Chile, Colombia, Costa Rica, Cuba, Czechia, Denmark, Dominican Republic, Ecuador, El Salvador, Falkland Islands, Finland, France, French Guiana and 36 more ## Features - @mentions - AI Copilot - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Monitoring - Activity Tracking - Agent Interface - Alerts/Escalation - Alerts/Notifications - Answering Machine Detection - Approval Process Control - Archiving & Retention - Assignment Management - Attendance Management - Auto-Dialer - Automated Routing - Automatic Call Distribution - Automatic Outbound Dialer ## Integrations (17 total) - Brightmetrics CCaaS Analytics - Epic - Google Workspace - Jenkins - Latitude by Genesys - Microsoft Azure - Microsoft Entra ID - OneLogin - Oracle Service - Ping Identity - Pivotal Tracker - Salesforce Service Cloud - ServiceNow - UserVoice - Verint Workforce Management ... and 2 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Customer Communications Management Software](https://www.softwareadvice.ie/directory/4742/customer-communications-mngt/software) ## Related Categories - [Customer Communications Management Software](https://www.softwareadvice.ie/directory/4742/customer-communications-mngt/software) - [Knowledge Management Software](https://www.softwareadvice.ie/directory/1884/knowledge-management/software) - [Help Desk Software](https://www.softwareadvice.ie/directory/4160/help-desk/software) - [Contact Centre Quality Assurance Software](https://www.softwareadvice.ie/directory/4478/quality-assurance/software) - [Artificial Intelligence (AI) Software](https://www.softwareadvice.ie/directory/4360/artificial-intelligence/software) ## Alternatives 1. 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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. > > 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. ----- ### "Comprehensive and User-Friendly Customer Experience Solution" — 5.0/5 > **Janelle** | *21 March 2025* | Insurance | Recommendation rating: 10.0/10 > > **Pros**: Genesys works well for remote teams and integrates with other systems, all while keeping costs down by removing the need for a lot of IT maintenance. The features offered is amazing > > **Cons**: Despite its many strengths, Genesys Cloud CX has a few downsides. Some users experience a learning curve when navigating advanced features or setting up customized workflows. Additionally, while the platform offers powerful integrations, working with third-party systems can sometimes be complex or limited. For smaller businesses, the subscription fees and costs for premium features may be a bit high. Occasional system bugs or downtimes have been reported, which can disrupt operations, and support response times for non-critical issues can sometimes be slower than expected. > > The overall experience with Genesys Cloud CX is generally positive, especially for businesses looking to streamline their customer service operations. The platform’s user-friendly interface makes it easy for agents and admins to manage customer interactions across multiple channels. Its cloud-based setup allows for quick deployment and flexibility, which is ideal for businesses of all sizes, especially those with remote teams. ----- ### "Contact centre gold" — 4.0/5 > **garth** | *13 February 2019* | Insurance | Recommendation rating: 9.0/10 > > **Pros**: The software is intuitive and there is little to learn if you have some experience in contact centre solutions. > > **Cons**: A few custom reports are not yet available. > > Having viability of incoming calls agent status and good reporting tools comes out of the box with Purecloud. ----- ### "Not a bad product but support is lacking" — 4.0/5 > **Dennis** | *15 January 2025* | Information Technology & Services | Recommendation rating: 8.0/10 > > **Pros**: It's relatively easy to provision the system once Genesys sets it up. You can have a basic system up and running pretty quick. This is especially true if you use the voice service or a service that is easy to integrate. > > **Cons**: Genesys support lacks in almost all aspects. It is frustrating and difficult to get answers at times. > > I have been working with Genesys software since 2008 when it was Interactive Intelligence. Overall, the product is great and easy to use but as noted before the support is where I found them lacking. ----- ### "Standard call center ops management" — 4.0/5 > **Ryan** | *26 October 2024* | Financial Services | Recommendation rating: 8.0/10 > > **Pros**: As a Workforce Management Analyst, Genesys CX has been a solid tool for managing our team. The AI-driven forecasting is generally accurate, helping us keep staffing balanced. Scheduling is efficient, with automation and self-service options that save us a lot of time. The reporting and analytics provide valuable insights into team performance, making it easier to communicate metrics to management. While the platform has a learning curve and could improve on integrations, overall, Genesys CX is a reliable choice for streamlining workforce management. > > **Cons**: What I like least about Genesys CX is its learning curve and the complexity of customization. While it offers powerful tools, setting everything up initially can be overwhelming, especially for new users. Also, the platform’s integration capabilities could be more flexible—it’s strong with popular CRMs, but we occasionally hit limitations when working with more specialized tools. > > Genesys CX is a robust platform for workforce management, offering solid forecasting, scheduling, and analytics tools that streamline our processes. The AI-driven predictions and automation features are especially useful for managing staffing and schedules efficiently. However, the platform does come with a learning curve, and some customization options can be complex. Despite this, it provides valuable insights and flexibility that make it a reliable choice for handling workforce needs in a dynamic contact center. ----- Page: 1 / 12\ Next: [Next page](https://www.softwareadvice.ie/software/323407/pureconnect?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/323407/pureconnect) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data