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
4.4
Customer Support
3.9
5 reviews of 195 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.

Nafees
  • Industry: Banking
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 29/3/2023

Great Software

Its been a great experience and business is really happy so far.

Pros

Great feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere

Cons

WFM and WEM needs little more lift to compete with industry leaders

Alternatives Considered

NICE CXone and Amazon Connect

Reasons for Choosing Genesys Cloud CX

Needed to move to the cloud instead on-prem to a system with more features and avoid upgrades every so often

Switched From

Aspect Unified IP

Reasons for Switching to Genesys Cloud CX

features, ease of build and support.
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.

April
  • Industry: Nonprofit Organisation Management
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
3

5
Reviewed on 9/6/2023

An Honest Review...

I have loved using the product and working with the professional services team. I will say support is a little slower than I would like but I am go getter and work faster than most. Patience is not my best quality :)

Pros

The ease of use and simplicity of the user interfaces is a BIG point for me. We run a busy call center and being able to deploy and train new features quickly was very important. Genesys CX allowed us to do just that.

Cons

The biggest complaint I have had was the lack of integration with HR systems BUT that is now ready or almost ready to be deployed. I would also like to see more feature enhancements like the tracking absenteeism.

Nicholas
  • Industry: Retail
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
2

5
Reviewed on 28/3/2023

Pleasantly Satisfied with Genesys Cloud CX

We have has a positive experience with Genesys from a technical perspective.

Pros

This system have massive potential for customization and reasonable API coverage.

Cons

The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can troubleshoot issues.

Alternatives Considered

Five9, Cisco Jabber and Twilio

Reasons for Choosing Genesys Cloud CX

Avaya is a technological dead end.

Reasons for Switching to Genesys Cloud CX

Genesys offered the whole package with as few moving parts as possible.

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