About Genesys Cloud CX
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.
Alternatives to Genesys Cloud CX
Genesys Cloud CX Reviews
Feature rating
- 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: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
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
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 oftenSwitched From
Aspect Unified IPReasons for Switching to Genesys Cloud CX
features, ease of build and support.- 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.
- Industry: Nonprofit Organisation Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Retail
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
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.
