Overview
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.
Don't settle for less, Go for the Best!
Thrilled customer hungry for further releases of Genesys Cloud CX
Successful migration to the Cloud while gaining so much more!
Very happy with Genesys Cloud CX
Genesys Cloud CX user
Great tool for a multi-billion dollar company.
Growing Solution that Solves all OCS needs.
Great for UCaaS and CCaaS in one
Seamless migration, simple to use.
Close your sales calls effectively
Genesys Cloud CX met or exceed expectations.
Genesys Cloud CX Review
Genesys Cloud CX Review
Seamless call routing, with constant updates with Genesys Cloud CX.
How Genesys Cloud CX Differs From Its Competitors
CX Automation Performance
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Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Warm transfer (359)8.585%
- Recording (349)8.585%
- Call tracking (349)8.585%
- Agent dashboard (372)7.979%
Reviewer Pros & Cons
Video Reviews
12 videos
Pricing
Genesys Cloud CX 1 - Voice
$75
Genesys Cloud CX 2 - Digital
$95
Genesys Cloud CX 2 - Digital + Voice
$115
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $75 per month
Product Demos
Get to know Genesys Cloud
Genesys Cloud Guided Tour
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 7.9Agent dashboard(372) Ratings
Enables agents to track and view their individual and team performance.
- 7.9Validate callers(323) Ratings
Authenticates inbound callers with a customer ID.
- 7.6Outbound response(288) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.3Call forwarding(313) Ratings
Forwarding of calls to the appropriate agents.
- 8.4Click-to-call (CTC)(252) Ratings
Allows one-click calling for agents.
- 8.5Warm transfer(359) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.8Predictive dialing(213) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(305) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.2REST APIs(256) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.3Call scripts(285) Ratings
Providing agents with a predefined conversation script.
- 8.5Call tracking(349) Ratings
Enables agents and managers to see the origin of the call.
- 8.3Multichannel integration(281) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 7.8CRM software integration(271) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8.5Inbound call routing(344) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.1Omnichannel inbound routing(262) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.5Recording(349) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8Quality management(319) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.9Call analytics(330) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 7.6Historical reporting(343) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 7.8Live reporting(338) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.6Customer surveys(203) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.6Customer interaction analytics(245) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Genesys Cloud CX?
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
Comparisons
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Reviews and Ratings
(685)Attribute Ratings
- 7.2Likelihood to Renew37 ratings
- 8.3Availability6 ratings
- 8.1Performance6 ratings
- 9.1Usability68 ratings
- 7.1Support Rating97 ratings
- 7.6Online Training10 ratings
- 7.7In-Person Training4 ratings
- 8.2Implementation Rating18 ratings
- 8.2Configurability5 ratings
- 8.3Product Scalability6 ratings
- 5.1Ease of integration7 ratings
- 8.3Vendor pre-sale7 ratings
- 8.3Vendor post-sale7 ratings
- 7.6Professional Services10 ratings
- 7.6Contract Terms and Pricing Model13 ratings
Reviews
(1-25 of 231)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.
Don't settle for less, Go for the Best!
- 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
- Omnichannel customer engagement
- AI and Automation
- Analytics and Reporting
- Complex UI
- Steady stream of feature releases
- Different product tiers
- 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
Very happy with Genesys Cloud CX
- Workforce management
- AI
- Agent interface
- More advanced help files
- Better small to medium contact center schedule accuracy
- Better level 1 support
Genesys Cloud CX user
- Reliable
- Easy to use
- Continuous Enhancements
- Partner vs Vendor
- Email handling
- Bulk scheduling in WEM
Great for UCaaS and CCaaS in one
- Call quality
- user friendly
- AI integration
- Public company contacts
- third party integrations
- support
Genesys Cloud CX Review
- 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.
Seamless call routing, with constant updates with Genesys Cloud CX.
- 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.
Kore.ai integrated to Genesys for a powerful product.
- Integrations.
- API
- Cloud services.
- Not very technically hands-on with the product.
Genesys Cloud CX Review
- We have a project, for example, in a solar energy company, where we do all the customer support services of the solar energy platform from contracting, new products, SAC, and so on. With Genesys Cloud CX, we are able to put the service platform into operation on the contractor's website, where the customer enters the site and he already starts the interaction, he can finish a contract and everything, all on the same platform. For example, if he enters by chat and he comes back by email, it doesn't matter, he can follow and continue with his interactions in the same way.
- For us, what would be necessary to be different in the platform today, I understand that for outbound, for dialing, as a dialler, it still has to adapt to some situations, even legal ones in Brazil. So, today the platform still has this need to adapt, such as time zones and so on.
Genesys Cloud CX Review
- It's very easy to use. Surprisingly, considering we moved from a system that I've been using for years, the learning curve's been surprisingly low. It's actually very easy to learn the amount of support that's out there with the communities and is actually very, very robust. I've learned a lot just by asking questions. But just overall, everything makes sense with it.
- Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
- I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
Genesys Cloud CX Review
- This product has particularly good integration between the bot and the IT system of our customers. It's much easier with code than the other products to connect our example solution to it, and our customers to be able to provide personalized journals for the users. Implementing bots and AI is also very easy.
- Genesys Cloud CX can probably improve the support of other languages than English. We still need to wait for a little time. Some features are available in French. They can be improved in analytics. It's still sometimes quite difficult to get the Pro Analytics.
Genesys Cloud CX Review
- One of the most important things is that the solution has an AppFactory and that many solutions are integrated with Genesys. This means our technician only has to use a single interface.
- There's not much I don't like. I really like the latest features related to the interconnections with Microsoft Teams. We’re also looking forward to a lot of new features coming out around Workforce Management that are going to be very interesting.
Genesys Cloud CX Review
- One of the things we like most is being able to route calls to the right person and with a single glance, that agent is able to find all the information about the customer to assist them in the best way possible.
- I would say quality management. At the moment with the Genesys product, in order to be able to use data linked to the evaluation of interactions, we need to first build a whole data architecture with APIs, from Genesys to an external database. We need to do all of that in order to be able to extract feedback that we can give to agents. By investing more in the availability of feedback, we'll be able to quickly cascade important information and improve our level of service.
Genesys Cloud CX Review
- I'm delighted with the product. I love Genesys Cloud CX and discover new things every day. I think the platform is easy to use. There are a lot of things included—calls are recorded, and I can start a chat or email interaction. I have a lot of things available to me easily without having to add bits and pieces. The Cloud 3CX licence, I think that's what it's called, is what gives us access to do all sorts of things and handle all sorts of interactions.
- I find it very refreshing. This is my seventh month on the Genesys platform. Before, I was on a Cisco platform, but I find Genesys much more seamless. It offers a lot of interesting functions and is much easier for me to manage.
- I'm discovering people and permission, which is quite granular, and there are a lot of things to work on with people and permission, especially as we have two divisions. With divisions, it's important that our roles are very clear. One of the things I discovered was that can't respond for emails or chats is not 'division aware', which means you have to be careful. Then I asked around and saw that a fix was planned for Q4.
- I really like the fact that you can go and ask questions, say: "This option is not division aware" and there's someone at Genesys who says: "Yes, we've already been told about it and we’ve made plans to adjust it." Even if today, I mean, 'people and permission', it's particular, you have to understand that, but as a solution, Genesys is constantly evolving.
- If there are things that I find a little difficult, I can rely on my network, my integrator, and the people at Genesys to provide help quickly, and then also know that soon, someone will be planning to change it or update it or upgrade it.
For call centers, for example, it's perfect. What we did was provide telephones in Teams for people in business and admin. Then, the whole call center team went on Genesys. Obviously, everyone talks to each other via Teams anyway, and there are fewer and fewer phone conversations. Where I think it really stands out is in terms of the call center. It's wonderful, but I don't think it's worth having a license, not a top license for an administrative type user. What's more, over time, we're seeing that fewer and fewer interactions are taking place via calls. Not for the call center, of course. When business comes in, calls go through the call center, so it's vital to have these as voice conversations. But in administration, finance, or accounting, we don't really need to call each other anymore.
- Call routing based on skills.
- Segmented role permissions.
- Easy to learn and understand.
- Speech recognition.
- Transcription.
- Data export.
Review.
- Uptime
- Scalability
- Use of new technology (i.e., AI).
- More detailed information on functions available and how they work.
- Perhaps integrate ChatGPT into the Knowledge Network.
- Better support across Genesys teams when issues occur and tickets open.
Genesys Cloud CX review
- Updated often
- Call monitoring
- Performance
- WFM
- Scheduling updates
- Forecast
Excellent product - full end-to-end solution!
- Seamless Upgrades.
- Feature-Rich Contact Centre Solution.
- User-Friendly Experience.
- Email Channel functionality is a little limited at present.
#GenesysPerforma.
- Dashboard capability.
- Real-time review capability.
- Agent monitoring.
- Reporting capabilities.
- IVR reporting integration.
- Amalgamated agent reporting.
On the journey with Genesys.
- Connecting the agent to the data and feedback.
- Game-ifying the work.
- Clean interface and navigation.
- Still need to mature WFM offerings.
- Implementation struggles.
- ROI and TCO adoption assistance.
CX Review
- The ability to handle our large volume.
- The ability to scale with our fast-growing business.
- Ability to copy flows between orgs.
- Our CSM relationship. I am hopeful this will improve with the new management.
- Cross Learning ability between our bots.
- Ability to support over 65 outbound campaigns in line with our business needs/growth.
Awesome product.
- Outbound Campaigns.
- Web messenger.
- Architect flows.
- Contact lists for campaigns.
- External contacts.
Reviewed and experienced multiple CCaaS Platforms.
- Inbound virtual call routing.
- Skills-based routing.
- Virtual hold callbacks.
- More flexibility for varying user licenses based on business need by dept.
- Monitoring edge devices at the device level for utilization challenges.