Genesys Cloud CX offers best in class customer experience orchestration.
Genesys Cloud CX is the contact center system of choice for my organization. Prior to the implementation of Genesys Cloud CX, our customer …
Starting at $75 per month
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What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
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Popular Features
- Warm transfer (363)8.585%
- Recording (353)8.585%
- Call tracking (353)8.484%
- Agent dashboard (375)7.979%
Reviewer Pros & Cons
Video Reviews
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Genesys Cloud CX Review | Sales Manager's Experience
07:06
Senior Application Developer's Honest Thoughts | Genesys Cloud CX Review
07:32
Genesys Cloud CX | Providing Quality Client Care
03:42
Pricing
Genesys Cloud CX 1 - Voice
$75
Cloud
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
Cloud
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
Cloud
per month (billed annually) per user
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.genesys.com/pricing
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- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $75 per month
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What is Genesys Cloud CX?
Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys Cloud CX (formerly Genesys Cloud) solution promises to make customer relationships simple. Built to handle any channel, the Genesys Cloud CX (formerly Genesys Cloud) platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.
The solution aims to simplify the way businesses connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX (formerly Genesys Cloud) is a customizable application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.
The software deploys in days, and updates are available each week. The vendor states Genesys Cloud CX has active customers in more than 100 countries around the world.
The solution aims to simplify the way businesses connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX (formerly Genesys Cloud) is a customizable application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.
The software deploys in days, and updates are available each week. The vendor states Genesys Cloud CX has active customers in more than 100 countries around the world.
Genesys Cloud CX Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
Additional Features
- Supported: Voice Routing
- Supported: Web Chat
- Supported: Email Response
- Supported: SMS
- Supported: Social Listening
- Supported: Unified Communications
- Supported: Softphone
- Supported: Workforce Scheduling
Genesys Cloud CX Screenshots
Genesys Cloud CX Integrations
Genesys Cloud CX Competitors
Genesys Cloud CX Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Canada, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, United States, Guam, N. Mariana Island, US Virgin Islands, Puerto Rico, Argentina, Brazil, Chile, Colombia, Dominican Republic, El Salvador, Mexico, Panama, Peru |
| Supported Languages | Arabic, Chinese (simplified), Chinese (traditional), Czech, Danish, Dutch, English, Finnish, French, German, Italian, Hebrew, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Russian, Spanish, Swedish, Thai, Turkish |
Frequently Asked Questions
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Genesys Cloud CX starts at $75.
Reviewers rate Warm transfer and Recording highest, with a score of 8.5.
The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
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Reviews
(1-25 of 418)Companies can't remove reviews or game the system. Here's why
Genesys Cloud CX is the contact center system of choice for my organization. Prior to the implementation of Genesys Cloud CX, our customer service experience was very fractured leading to higher handle times and a lack of customer insights. With Genesys Cloud CX, we unify these experiences to provide a 360 view of the services we provide.
- Genesys Cloud CX provides excellent documentation and training modules
- Genesys Cloud CX has a strong and engaging user community
- Deployment options are very flexible and support just about any telephony/email configuration
- Tier 1 support can sometimes be frustrating with logging requirements
- 3rd party support partners can add latency to issue acknowledgement and resolution
- New AI features may carry additional cost outside of the Genesys Cloud license
June 26, 2024
An overall great product
We use Genesys Cloud CX in our biggest divisions, responsible for customer support and sales. Given that these two add up to the majority of calls we receive on a daily basis, we needed a product that provided all necessary tools and services - not only to our agents, but also supervisors, coordinators and quality teams, as well as a system that wasn't overly complicated for our admin team.
- Customazible call screens, that we can adapt for each of our brands
- Comprehensive and detailed reports
- A simple platform for daily use of our agents
- Disconnect reasons are way too complicated
- More customizations options on quality reports (avaluations)
June 25, 2024
Genesys Cloud CX has a great future.
We are using Genesys Cloud CX as the call center solution, which includes functionality like IVR, identification and verification modules, and integration with Salesforce and chatbots. We are using a built-in analytics feature to gain insights into customer behavior, agent performance, and overall call center efficiency. The cloud solution's flexibility, scalability, and setup allow us to adjust according to our needs quickly and efficiently. Genesys's continuous updates and improvements show its commitment to providing a top-notch platform.
- Scalability and quick setup.
- All functionality is available via API.
- Continuous updates and improvements.
- Historical reporting.
- Workforce management.
- troubleshooting tools.
June 22, 2024
Inclusive and Transformative Customer Experience!
We use Genesys Cloud CX as our contact center solution for our customers to call in and request assistance for our Accounting product. The business problems Genesys Cloud CX addresses: 1) Contact Center integration into Salesforce for our support analysts which is their primary case management platform 2) Real-time call and queue insights for contact center resourcing 3) Routing calls based on product skillsScope of our use case is voice calls only at this time - future use cases will include SMS and chat We are looking to refine our call flows to add in queue based routing and sending Genesys insights via API's into Salesforce to enhance our reporting. This will allow us to gain deeper insights into our customer calls and be able to analyze call patterns to develop richer reporting metrics. We have also created an Agent Permission Set in the Genesys App for our agents to leverage so that they see their incoming call patterns and agent queue availability.
We have also added data table ad hoc prompting to quickly add into voice prompts when customer support is facing a critical situation or a release related issue that has a customer impact so the customer is informed at the beginning of the call.
We have also added data table ad hoc prompting to quickly add into voice prompts when customer support is facing a critical situation or a release related issue that has a customer impact so the customer is informed at the beginning of the call.
- Ease of use
- Cloud interface makes new feature accessibility much easier
- Caller ID feature makes the interaction process intuitive
- Integration into Salesforce
- Screen pops
- View filters
- Interaction timeline view
- Data Tables
- Performance View
- Participant Data reporting
- Barge in feature
- Interaction annotation
- Ad hoc prompts
- Whispers
- Reporting
- Dashboards
- Dropped calls
- Audio interface
- Call flow debugging
- Intuitive call flow design
- Call flow search capabilities
- Save call flow to PDF
- Headset compatibility
- Browser compatibility
June 18, 2024
Overall, Genesys is great
We use Genesys Cloud to manage our call, chat and email channels for customer support. the main advice and priority is to know how your business prioritize and identify the scope of work on the needs for your business .
- Call recording and reporting.
- The call flow is easy to understand and make changes.
- One single application for phone and emails.
- Admin access facilitates a lot of issues.
- In-house control for any change.
- Reporting overall.
- The email search is lacking greatly. It's frustrating that we cannot search by keywords.
- Sometimes agents are absent.
- Unable to see open items.
- Unable to log customers.
June 14, 2024
A cloud solution that doesn't rain on your parade
We use Genesys Cloud across all our customer-facing departments. It enables these departments to collaborate easily, especially while working from home, dealing with the customer queries efficiently, ultimately giving the customer a better experience.
- It's a one-stop-shop, giving our agents the ability to handle all customer interactions in one place.
- Using multi-channel interactions, customers can connect with us their way.
- Architect provides a visual platform to create and configure flows and IVRs.
- Their Email channel needs further development.
- The ability for agents to choose different ringtones is necessary in a busy office environment. Unfortunately, the new tones provided aren't much better.
- Better visual alerting for incoming interactions.
- GDPR function needs further development.
June 14, 2024
Excellent product - full end-to-end solution!
Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full cloud solution, to mitigate lengthy upgrades, and to offer a seamless solution end-to-end which with a feature-rich product.
- Seamless Upgrades.
- Feature-Rich Contact Centre Solution.
- User-Friendly Experience.
- Email Channel functionality is a little limited at present.
Score 10 out of 10
Vetted Review
Verified User
We had an old on premise system that was beyond support. We needed a CSaaS solution as we knew the business was growing and changing. We also had a small contact center with limited skill. Genesys Cloud gave us all the contact center tools we needed from omni channel to WFM to QA to Learning and Development. We were able to take great supervisors and train them quickly on the Genesys interface and within a few months we had all the components of a world class contact center in place.
- Fully inclusive solution for many aspects of contact centers.
- Integrated AI tools that makes it easy for us to use.
- Simple interfaces that can be mastered easily.
- First line support is not the best.
- Paid training is expensive and basic.
- More examples in Architect for self deployment
June 04, 2024
Ease of use and implementation
Score 10 out of 10
Vetted Review
Verified User
We currently utilise multiple channels with our Genesys Cloud environment, this includes both Digital and Voice. For our digital channels, we use a combination of chatbot and live chat for our sales departments. This integration has allowed a enhanced ability to reach prospects effortlessly this allowed them option for a call or chat, this was done all with a single platform. Previously, we relied on a different service for our digital chat channels, but once transitioning to an omnichannel platform with Genesys Cloud has not only saved us money but simplified our reporting process. In addition, we use voice services across our business, enabling our customers to connect with agents who are specialized in addressing their specific queries, this is integrated into our CRM platform that will attempt to reach their case owner.
- ACD Routing is a game-changer for our company. It allowed us to customise the flows precisely to our requirements., enhancing our overall efficiency and customer satisfaction.
- Integration into third-party applications has been incredibly beneficial for us. It allowed us to connect to apps like Salesforce, AWS, and Twilio, significantly expanding our client services, and allowing our clients to have s smoother experience.
- Reporting - While Genesys has out of a box reporting, we still need to rely on power bi to customise the reporting for our business recruitments.
We are using Genesys Cloud for customer services, Inbound call flows, chatbot integrations, natural language (Lexbot) and to provide the better services and support to the customers using our products. Earlier we need to go for the third-party CIT solution, but this has been addressed in the Genesys Cloud CTI solution.
I like to provide more info about the Realtime transcription and sentiment analysis of Genesys cloud, it enhances the contact center agent experience as well the QA is able to quickly evaluate the interactions.
I like to provide more info about the Realtime transcription and sentiment analysis of Genesys cloud, it enhances the contact center agent experience as well the QA is able to quickly evaluate the interactions.
- Genesys is going exceptionally well in the call routing; we have bulls eye routing which can choose the more appropriate agents to route the call and IVR's can do precise routing login using the architect scripts.
- The Genesys Cloud solution centralizes omnichannel processing, system configuration, administration, and reporting, while also consolidating multiple vendors to one.
- The Genesys Cloud migrations provides fast deployment and cost-saving.
- WebRTC softphones vs expensive hardphones vs softphones.
- WebRTC softphone, On-demand call recording, Corporate and workgroup directories.
- Voicemail and unified messaging which gives exceptional enhancements in our call center environment.
- Realtime Transcription
- Sentiment Analysis
- We need to rely on the stability and the quality of the user’s Internet connections bandwidth.
- In case of any features which need in house development, and we need to wait for the more time.
- Genesys should focus calling plans instead of going to other PSTN service providers.
May 27, 2024
Don't settle for less, Go for the Best!
Score 10 out of 10
Vetted Review
Verified User
We are using Genesys Cloud CX for our contact center, we leverage the capability of Genesys Cloud CX for ivr self service automation, callbacks, real time monitoring, historical reporting and as well as agent evaluation and coaching functionalities. It also helps our agents to be more productive by integrating into our crm which are running on Salesforce and Dynamics365 in other countries.
- Voice functionalities
- 3rd party system integrations
- Reporting
- Omnichannel capabilities
- Real time reporting/dashboards very limited
- Reports sorting on different columns within the UI
- Improvements on UI, dark theme mode
Score 9 out of 10
Vetted Review
Verified User
Genesys Cloud CX's call deflection is extremely powerful, enabling us to embed frequently asked questions into an intelligent FAQ bot. This bot handles routine inquiries efficiently, providing instant answers without agent intervention. Additionally, we can create an SMS program to inform customers about recording events, keeping them well-informed. This allows agents to focus on high-value interactions, enhancing efficiency and customer experience. Call deflection also helps gather data to improve our services continuously.
- Omnichannel customer engagement
- AI and Automation
- Analytics and Reporting
- Complex UI
- Steady stream of feature releases
- Different product tiers
Score 10 out of 10
Vetted Review
Verified User
We have migrated our call center from an on prem solution to Genesys Cloud CX, saving on hardware maintenance and upgrades. We are starting to incorporate bots and provide additional self service to our customers as we shift our focus from simply migrating to implementing advanced services and integration. We are also looking into the next phases of incorporating additional media types.
- Consistent Agent Experience
- Intuitive Administration and Configuration
- Drag and Drop Flow Editor
- Simplified Bot Development
- Lacking some UC functionality
- Support process can be frustrating
- Feature Request Process needs improvement
May 20, 2024
Very happy with Genesys Cloud CX
Score 10 out of 10
Vetted Review
Verified User
We use all aspects of Genesys Cloud CX for our medium sized contact center from forecasting and scheduling to Agent QA. The interface is easy to learn and use and you can easily add team members to specialized tasks. Agent love the web client and seamlessly move from channel to channel and request help through the knowledge base and agent assistant. We have all the data we need via dynamic views organized by functionality. We just deployed our first AI bot using all Genesys Cloud CX native components with no outside help.
- Workforce management
- AI
- Agent interface
- More advanced help files
- Better small to medium contact center schedule accuracy
- Better level 1 support
May 20, 2024
Genesys Cloud CX user
Score 9 out of 10
Vetted Review
Verified User
Implemented Genesys Cloud CX across 14 different brands. Replaced nine different contact center and analytics applications with a single Genesys Cloud CX instance. Have enjoyed the multiple releases and enhancements that continue to add to its features and functionalities
- Reliable
- Easy to use
- Continuous Enhancements
- Partner vs Vendor
- Email handling
- Bulk scheduling in WEM
May 16, 2024
Great tool for a multi-billion dollar company.
Score 8 out of 10
Vetted Review
Verified User
We use Genesys Cloud CX to leverage our Omni channel experience for customers. The versatility and reliability of this platform have been unmatched. We leverage phone and chat conversations via Genesys Cloud CX interactions, and for emails, we leverage the connection to Salesforce for case management. It was been an overall awesome experience to work with and manage our flows for our complicated backend architecture and business process breakdown.
- IVR Flow Routing
- Workforce Management
- Connection to other systems
- Network connection reliability in the Salesforce adapter
April 11, 2024
Growing Solution that Solves all OCS needs.
Score 10 out of 10
Vetted Review
Verified User
Genesys Cloud CX is our primary platform for omnichannel communications. We utilize it for calling, SMS, Webchat, and Email. Migrating to a cloud product has allowed us to shed our in house infrastructure and embrace the ease of use this platform provides. Genesys is a critical part of our operation that allows our staff of ++3000 to communicate with ease, internally and externally with our many customers.
- Simple Interface
- Reliable service
- Ever expanding feature catalogue
- Useful help function
- Quality of service
- Publicly accessible training
- More robust auditing
April 03, 2024
Great for UCaaS and CCaaS in one
We use Genesys Cloud CX for UCaaS and CCaaS. Their cloud based architecture and soft phone capability, along with advanced reporting, call routing, and training tools make it an ideal platform for an organization of our size
- Call quality
- user friendly
- AI integration
- Public company contacts
- third party integrations
- support
February 15, 2024
Seamless migration, simple to use.
We use Genesys to route our contact center calls & emails. Previously we had an outdated call center with limited reporting and routing capabilities. Genesys makes this simple to configure with greater visibility. We handle about 200k interactions yearly, and with Genesys, this is much more streamlined for our agents and our management team members.
- Easily configurable views.
- Streamlined agent activation/deactivation.
- Easy to create dashboards.
- Customized column orders in views.
- Expected Service Level when changing schedules.
January 12, 2024
Close your sales calls effectively
When I initially started working at [...] we had a calling tool called Avaya, but the calls that we used to make to the international market didn't always connect or they voice was never clear to the receiver. But with introduction of Genesys Cloud CX we were able to make calls better, i used to get connected to customers without any loss of time and being in sales, I feel that is very important.
- Seamless connection
- Clear audio
- Easy UI
- Easy creation of contacts
- Although there is a leaderboard, the calls me and my teammates have made doesn't show up
- I have seen sometimes the calls do not get disconnected even after hanging up, for which I have to reopen the app
- Not sure why i wasn't able to use the app on mobile, access was denied everytime, that would have helped me much better, rather than using it on the laptop everytime
January 11, 2024
Genesys Cloud CX met or exceed expectations.
Our organization uses Genesys Cloud CX to stay in continual communication with fellow team members, and to better serve our membership. Fast and efficient communications are key in providing quality service not only to a client base but to co-workers as well, and Genesys Cloud CX allows us to do so.
- Instant Messaging between individuals team members.
- Instant Messaging between groups of team members.
- Multiple communication channels to choose from.
- Notifications for IM's could be more noticeable.
January 10, 2024
Genesys Cloud CX Review
We use the voice, messaging, and email channels as well as chatbot over 4 departments and possibly one more in the near future. Additionally, one department that only uses voice with be adding messaging. We still are in our infancy of utilization, so most of the benefits of Genesys Cloud CX are not in play yet. Though we are working towards beginning customer sentiment and other AI capabilities.
- Dashboard reporting is great for our managers to see where their agents are at
- Supervisors can change and update agent queues and skills easily without CTI intervention
- It either needs more focus on the abilities for the Salesforce embedded client, or they need to stop advertising the ability. All the new functions come out for the stand alone site, leaving the customers that integrated stranded with nothing. This conference opened my eyes to the capabilities of Genesys Cloud CX, but how almost none of it is for the agents integrated with Salesforce.
January 04, 2024
Genesys Cloud CX Review
It's the base of our contact center operations. We run everything out of it, so our full-time daycare, our backup daycare, we do tuition reimbursement. It's what everything's pulled into our customer bases. Our CRMs are tied into it. It's really the heart of the business.
- Since I've come on and with my roles in it, the big thing that I like about it so far is that it seems to constantly be growing. Some of the big parts in Allman are on the quality side of sentiment analytics topics getting into the AI bots. Since we got into those, it has changed so much and we just keep seeing more and more on the roadmap of upgrades coming
- There are definitely some features and functionality we'd like to see. We have groups in workspaces, but they don't seem to be tied into very many portions of Genesys Cloud CX. You can only use groups and workspaces in specific places. It'd be nice if we could integrate those more where we already have these groups rather than building those same groups of people in another form to use in this section.
- One thing I hear constantly from my quality monitors is: can we add a mass delete button for interactions that have been delivered? I had a person recently, they had a policy running, forgot about it. A couple months later they went in and they had 300 interactions, so they had to delete them all one by one by one. Little things like that that hopefully are in the roadwork.
December 18, 2023
Seamless call routing, with constant updates with Genesys Cloud CX.
In the organization we have this excellent and robust routing tool in all commercial areas, in terms of the most suitable choice of agents, for a secure call, providing the best service to each customer. Among other things, Genesys helps us in obtaining profits with the sale of the company's products, through different communication channels, among which are: emails, chat, social networks. It is easy to install and its execution is very simple.
- Excellent router for communication.
- It is compatible with different platforms, making everything easier.
- Intuitive and consolidated platform architect.
- Ability to notify eventualities.
- Nothing has failed us since we have been using this generous tool, so all customers remain satisfied, and therefore dividends are increasing day by day. Genesys Cloud CX keeps complex routing simple, fast and very easy.
October 18, 2023
Kore.ai integrated to Genesys for a powerful product.
We are integrated into your cloud, and any automation outsourcing you want to do can be done through Kore. We integrate it with our Ccaas platform , we also use its voice services as a front end to the AI and NLP platform behind the platform architecture . Also to make voice more human like.
- Integrations.
- API
- Cloud services.
- Not very technically hands-on with the product.