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.
An overall great product
Genesys Cloud CX has a great future.
Inclusive and Transformative Customer Experience!
Overall, Genesys is great
A cloud solution that doesn't rain on your parade
Excellent product - full end-to-end solution!
Great Contact Center solution with all the pieces of the puzzle at your finger tips.
Ease of use and implementation
All-in-one platform suite for your contact center
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
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 (363)8.585%
- Recording (353)8.585%
- Call tracking (353)8.484%
- Agent dashboard (375)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(375) Ratings
Enables agents to track and view their individual and team performance.
- 7.9Validate callers(327) Ratings
Authenticates inbound callers with a customer ID.
- 7.7Outbound response(291) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.3Call forwarding(317) Ratings
Forwarding of calls to the appropriate agents.
- 8.4Click-to-call (CTC)(256) Ratings
Allows one-click calling for agents.
- 8.5Warm transfer(363) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.8Predictive dialing(216) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(310) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.2REST APIs(260) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.3Call scripts(289) Ratings
Providing agents with a predefined conversation script.
- 8.4Call tracking(353) Ratings
Enables agents and managers to see the origin of the call.
- 8.4Multichannel integration(285) 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(275) 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.
- 8.4Inbound call routing(348) 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(266) 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(353) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8Quality management(323) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.9Call analytics(334) 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..
- 7.5Historical reporting(347) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 7.8Live reporting(342) 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(206) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.7Customer interaction analytics(249) 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
Compare with
Reviews and Ratings
(700)Attribute Ratings
- 7.2Likelihood to Renew37 ratings
- 8.3Availability6 ratings
- 8.1Performance6 ratings
- 9Usability69 ratings
- 7Support Rating98 ratings
- 7.9Online Training11 ratings
- 8.3In-Person Training5 ratings
- 8.2Implementation Rating19 ratings
- 8.7Configurability6 ratings
- 8.3Product Scalability6 ratings
- 6.5Ease of integration8 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 412)- Agent dashboard
- 90%9.0
- Validate callers
- 90%9.0
- Outbound response
- N/AN/A
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 90%9.0
- Warm transfer
- 90%9.0
- Predictive dialing
- N/AN/A
- Interactive voice response
- 90%9.0
- REST APIs
- 90%9.0
- Call scripts
- 80%8.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 70%7.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 90%9.0
- Historical reporting
- 90%9.0
- Live reporting
- 80%8.0
- Customer surveys
- N/AN/A
- Customer interaction analytics
- 90%9.0
An overall great product
- Agent dashboard
- 80%8.0
- Validate callers
- 80%8.0
- Outbound response
- 80%8.0
- Call forwarding
- 70%7.0
- Click-to-call (CTC)
- N/AN/A
- Warm transfer
- 90%9.0
- Predictive dialing
- N/AN/A
- Interactive voice response
- 90%9.0
- REST APIs
- 80%8.0
- Call scripts
- N/AN/A
- Call tracking
- 70%7.0
- Multichannel integration
- N/AN/A
- CRM software integration
- 80%8.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- N/AN/A
- Recording
- 90%9.0
- Quality management
- 60%6.0
- Call analytics
- 80%8.0
- Historical reporting
- 70%7.0
- Live reporting
- 70%7.0
- Customer surveys
- N/AN/A
- Customer interaction analytics
- 70%7.0
Genesys Cloud CX has a great future.
- Agent dashboard
- N/AN/A
- Validate callers
- 80%8.0
- Outbound response
- 90%9.0
- Call forwarding
- 80%8.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 70%7.0
- Call tracking
- 80%8.0
- Multichannel integration
- 90%9.0
- CRM software integration
- 90%9.0
- Inbound call routing
- 60%6.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 100%10.0
- Quality management
- 80%8.0
- Call analytics
- 100%10.0
- Historical reporting
- 50%5.0
- Live reporting
- 70%7.0
- Customer surveys
- 70%7.0
- Customer interaction analytics
- 90%9.0
Inclusive and Transformative Customer Experience!
- Agent dashboard
- 80%8.0
- Validate callers
- 60%6.0
- Outbound response
- N/AN/A
- Call forwarding
- N/AN/A
- Click-to-call (CTC)
- 50%5.0
- Warm transfer
- 60%6.0
- Predictive dialing
- N/AN/A
- Interactive voice response
- 60%6.0
- REST APIs
- N/AN/A
- Call scripts
- 60%6.0
- Call tracking
- 60%6.0
- Multichannel integration
- N/AN/A
- CRM software integration
- 80%8.0
- Inbound call routing
- N/AN/A
- Omnichannel inbound routing
- N/AN/A
- Recording
- N/AN/A
- Quality management
- N/AN/A
- Call analytics
- N/AN/A
- Historical reporting
- N/AN/A
- Live reporting
- N/AN/A
- Customer surveys
- N/AN/A
- Customer interaction analytics
- N/AN/A
Overall, Genesys is great
- Agent dashboard
- 90%9.0
- Validate callers
- 100%10.0
- Outbound response
- 100%10.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 90%9.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 90%9.0
- REST APIs
- 90%9.0
- Call scripts
- 100%10.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- 80%8.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 100%10.0
- Live reporting
- 100%10.0
- Customer surveys
- 90%9.0
- Customer interaction analytics
- 90%9.0
A cloud solution that doesn't rain on your parade
- Agent dashboard
- 70%7.0
- Call forwarding
- 100%10.0
- Warm transfer
- 100%10.0
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 70%7.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 100%10.0
- Live reporting
- 100%10.0
- Customer surveys
- 20%2.0
Excellent product - full end-to-end solution!
- Agent dashboard
- 80%8.0
- Validate callers
- 90%9.0
- Outbound response
- 90%9.0
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 30%3.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 50%5.0
- Interactive voice response
- 100%10.0
- REST APIs
- 90%9.0
- Call scripts
- 100%10.0
- Call tracking
- 80%8.0
- Multichannel integration
- 90%9.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 90%9.0
- Quality management
- 90%9.0
- Call analytics
- 90%9.0
- Historical reporting
- 70%7.0
- Live reporting
- 90%9.0
- Customer surveys
- 50%5.0
- Customer interaction analytics
- 100%10.0
- Agent dashboard
- 100%10.0
- Validate callers
- 20%2.0
- Outbound response
- 100%10.0
- Call forwarding
- 20%2.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 100%10.0
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 50%5.0
- Recording
- 100%10.0
- Quality management
- 80%8.0
- Call analytics
- 100%10.0
- Historical reporting
- 100%10.0
- Live reporting
- 100%10.0
- Customer surveys
- 20%2.0
- Customer interaction analytics
- 100%10.0
Ease of use and implementation
- Agent dashboard
- 90%9.0
- Validate callers
- 100%10.0
- Outbound response
- 100%10.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 90%9.0
- Live reporting
- 100%10.0
- Customer surveys
- 100%10.0
- Customer interaction analytics
- 100%10.0
- Agent dashboard
- 90%9.0
- Validate callers
- 70%7.0
- Outbound response
- 80%8.0
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 80%8.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 80%8.0
- REST APIs
- 80%8.0
- Call scripts
- 60%6.0
- Call tracking
- 90%9.0
- Multichannel integration
- 70%7.0
- CRM software integration
- 80%8.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 90%9.0
- Quality management
- 90%9.0
- Call analytics
- 100%10.0
- Historical reporting
- 80%8.0
- Live reporting
- 70%7.0
- Customer surveys
- 60%6.0
- Customer interaction analytics
- 80%8.0
Don't settle for less, Go for the Best!
- Agent dashboard
- 40%4.0
- Validate callers
- 80%8.0
- Outbound response
- 80%8.0
- Call forwarding
- 80%8.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 90%9.0
- Predictive dialing
- 80%8.0
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 100%10.0
- Quality management
- 80%8.0
- Call analytics
- 90%9.0
- Historical reporting
- 90%9.0
- Live reporting
- 70%7.0
- Customer surveys
- 80%8.0
- Customer interaction analytics
- 80%8.0
- Agent dashboard
- 100%10.0
- Validate callers
- 100%10.0
- Outbound response
- 100%10.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 100%10.0
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 100%10.0
- Live reporting
- 100%10.0
- Customer surveys
- 100%10.0
- Customer interaction analytics
- 100%10.0
- Agent dashboard
- 100%10.0
- Validate callers
- N/AN/A
- Outbound response
- N/AN/A
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 70%7.0
- REST APIs
- 100%10.0
- Call scripts
- 70%7.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 80%8.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 90%9.0
- Historical reporting
- 90%9.0
- Live reporting
- 80%8.0
- Customer surveys
- 60%6.0
- Customer interaction analytics
- 80%8.0
Very happy with Genesys Cloud CX
- Agent dashboard
- 100%10.0
- Validate callers
- 50%5.0
- Outbound response
- N/AN/A
- Call forwarding
- 50%5.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 90%9.0
- Predictive dialing
- N/AN/A
- Interactive voice response
- N/AN/A
- REST APIs
- N/AN/A
- Call scripts
- N/AN/A
- Call tracking
- N/AN/A
- Multichannel integration
- N/AN/A
- CRM software integration
- N/AN/A
- Inbound call routing
- N/AN/A
- Omnichannel inbound routing
- N/AN/A
- Recording
- N/AN/A
- Quality management
- N/AN/A
- Call analytics
- N/AN/A
- Historical reporting
- N/AN/A
- Live reporting
- N/AN/A
- Customer surveys
- N/AN/A
- Customer interaction analytics
- N/AN/A
Genesys Cloud CX user
- Agent dashboard
- 90%9.0
- Outbound response
- 90%9.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 80%8.0
- Interactive voice response
- 80%8.0
- REST APIs
- 90%9.0
- Call scripts
- 90%9.0
- Call tracking
- 100%10.0
- Multichannel integration
- 80%8.0
- CRM software integration
- 90%9.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 90%9.0
- Quality management
- 80%8.0
- Call analytics
- 90%9.0
- Historical reporting
- 90%9.0
- Live reporting
- 90%9.0
- Customer surveys
- 80%8.0
- Customer interaction analytics
- 90%9.0
Great tool for a multi-billion dollar company.
- Agent dashboard
- 80%8.0
- Validate callers
- 80%8.0
- Outbound response
- 90%9.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 100%10.0
- Interactive voice response
- 100%10.0
- Call tracking
- 80%8.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
Growing Solution that Solves all OCS needs.
- Agent dashboard
- 100%10.0
- Validate callers
- 100%10.0
- Outbound response
- 100%10.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 100%10.0
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 100%10.0
- Live reporting
- 100%10.0
- Customer surveys
- 100%10.0
- Customer interaction analytics
- 100%10.0
Great for UCaaS and CCaaS in one
- Agent dashboard
- 90%9.0
- Validate callers
- 80%8.0
- Outbound response
- 90%9.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 90%9.0
- Predictive dialing
- 80%8.0
- Interactive voice response
- 50%5.0
- REST APIs
- 50%5.0
- Call scripts
- 80%8.0
- Call tracking
- 90%9.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 80%8.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 80%8.0
- Historical reporting
- 80%8.0
- Live reporting
- 80%8.0
- Customer surveys
- 50%5.0
- Customer interaction analytics
- 90%9.0
Seamless migration, simple to use.
- Agent dashboard
- 70%7.0
- Validate callers
- N/AN/A
- Outbound response
- 90%9.0
- Call forwarding
- N/AN/A
- Click-to-call (CTC)
- N/AN/A
- Warm transfer
- 100%10.0
- Predictive dialing
- N/AN/A
- Interactive voice response
- 100%10.0
- REST APIs
- N/AN/A
- Call scripts
- N/AN/A
- Call tracking
- 100%10.0
- Multichannel integration
- 60%6.0
- CRM software integration
- 90%9.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 90%9.0
- Quality management
- 90%9.0
- Call analytics
- 100%10.0
- Historical reporting
- 90%9.0
- Live reporting
- 100%10.0
- Customer interaction analytics
- N/AN/A
Close your sales calls effectively
- Agent dashboard
- 90%9.0
- Validate callers
- 70%7.0
- Outbound response
- 80%8.0
- Call forwarding
- 50%5.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 100%10.0
- REST APIs
- 60%6.0
- Call scripts
- 80%8.0
- Call tracking
- 80%8.0
- Multichannel integration
- 90%9.0
- CRM software integration
- 30%3.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 100%10.0
- Quality management
- 70%7.0
- Call analytics
- 10%1.0
- Historical reporting
- 10%1.0
- Live reporting
- 10%1.0
- Customer surveys
- 20%2.0
- Customer interaction analytics
- 10%1.0
Genesys Cloud CX met or exceed expectations.
- Agent dashboard
- 90%9.0
- Validate callers
- 90%9.0
- Outbound response
- 90%9.0
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 90%9.0
- Warm transfer
- 90%9.0
- Predictive dialing
- 70%7.0
- Interactive voice response
- 80%8.0
- REST APIs
- 80%8.0
- Call scripts
- 80%8.0
- Call tracking
- 80%8.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 80%8.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 90%9.0
- Quality management
- 90%9.0
- Call analytics
- 90%9.0
- Historical reporting
- 90%9.0
- Live reporting
- 90%9.0
- Customer surveys
- 90%9.0
- Customer interaction analytics
- 90%9.0
Genesys Cloud CX Review
- Agent dashboard
- 80%8.0
- Validate callers
- 70%7.0
- Outbound response
- N/AN/A
- Call forwarding
- N/AN/A
- Click-to-call (CTC)
- 90%9.0
- Warm transfer
- 80%8.0
- Predictive dialing
- N/AN/A
- Interactive voice response
- N/AN/A
- REST APIs
- N/AN/A
- Call scripts
- N/AN/A
- Call tracking
- 90%9.0
- Multichannel integration
- N/AN/A
- CRM software integration
- 10%1.0
- Inbound call routing
- 70%7.0
- Omnichannel inbound routing
- N/AN/A
- Recording
- 90%9.0
- Quality management
- N/AN/A
- Call analytics
- N/AN/A
- Historical reporting
- 80%8.0
- Live reporting
- 70%7.0
- Customer surveys
- N/AN/A
- Customer interaction analytics
- N/AN/A
Genesys Cloud CX Review
- Agent dashboard
- N/AN/A
- Validate callers
- N/AN/A
- Outbound response
- N/AN/A
- Call forwarding
- N/AN/A
- Click-to-call (CTC)
- N/AN/A
- Warm transfer
- N/AN/A
- Predictive dialing
- N/AN/A
- Interactive voice response
- N/AN/A
- REST APIs
- N/AN/A
- Call scripts
- N/AN/A
- Call tracking
- N/AN/A
- Multichannel integration
- N/AN/A
- CRM software integration
- N/AN/A
- Inbound call routing
- N/AN/A
- Omnichannel inbound routing
- N/AN/A
- Recording
- N/AN/A
- Quality management
- N/AN/A
- Call analytics
- N/AN/A
- Historical reporting
- N/AN/A
- Live reporting
- N/AN/A
- Customer surveys
- N/AN/A
- Customer interaction analytics
- N/AN/A
Seamless call routing, with constant updates with Genesys Cloud CX.
- Agent dashboard
- 100%10.0
- Validate callers
- 90%9.0
- Outbound response
- 100%10.0
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 90%9.0
- Warm transfer
- 80%8.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 90%9.0
- Call tracking
- 90%9.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 80%8.0
- Quality management
- 80%8.0
- Call analytics
- 80%8.0
- Historical reporting
- 90%9.0
- Live reporting
- 100%10.0
- Customer surveys
- 90%9.0
- Customer interaction analytics
- 90%9.0
Kore.ai integrated to Genesys for a powerful product.
- Agent dashboard
- 10%1.0
- Validate callers
- 10%1.0
- Outbound response
- 70%7.0
- Call forwarding
- 50%5.0
- Click-to-call (CTC)
- 20%2.0
- Warm transfer
- 40%4.0
- Predictive dialing
- 20%2.0
- Interactive voice response
- 80%8.0
- REST APIs
- 20%2.0
- Call scripts
- 50%5.0
- Call tracking
- 90%9.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 30%3.0
- Inbound call routing
- 40%4.0
- Omnichannel inbound routing
- 80%8.0
- Recording
- 70%7.0
- Quality management
- 40%4.0
- Call analytics
- 90%9.0
- Historical reporting
- 70%7.0
- Live reporting
- 80%8.0
- Customer surveys
- 80%8.0
- Customer interaction analytics
- 50%5.0