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: Telecommunications
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Good
good
Pros
Software is good easily to handled with portal
- 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: Financial Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Outbound Call Center Admin
Pros
As a company that makes lots of outbound dials on a daily basis to its clients and prospects, I have found the different calling methods offered to be very beneficial and the call recording software to be useful as well. We are starting to use the speech analytics tool and have been able to already see improvements in call quality.
Cons
I do wish there was a way we could help to improve or teach the speech to text tool common phrases that we use. It has gotten a little better than when we started, but still has trouble identifying common phrases we use in conversations.
- Industry: Financial Services
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Genesys is way ahead of it's competitors in multiple quadrants
Moving from a legacy system, to a modernized cloud based solution, cleaned up all our on-premise infrastructure, simplifying our technology stack. As well as providing us the ability to easily configure and deploy new IVRs and Callflows, while giving us the ability to quickly start using advanced features like Speech & Text Analytics and Workforce Management
Pros
- Ease of implementation & configuration- Workforce Management- Pre-built Integrations
Cons
- Agent Scripting needs a rebuild, it's old and hard to work with- Importing new agents is old and hard work with, needs to keep up with the features and functionality- The Salesforce External Routing feature isn't well documented or understood
