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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How Genesys Cloud CX Differs From Its Competitors
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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
12 videos
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 Trial
- 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).
Comparisons
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Reviews and Ratings
(700)Attribute Ratings
Reviews
(1-25 of 151)Companies can't remove reviews or game the system. Here's why
Currently, our organization uses the Genesys Cloud CX knowledge management capabilities to enable Agent Assist for our employees. This feature has allowed us to reduce average handle times and assist in the onboarding of new agents. Our agents appreciate this feature that makes doing their job easier. Agents are encouraged to provide their feedback on the relevance and accuracy of the knowledge articles which is helping our organization govern this type of information.
June 26, 2024
An overall great product
Currently our company uses mostly APIs to automate services. We utilize Genesys's reports to understand that sections of our IVR in which the customers have a higher contact rate, and that analize if and how we can apply APIs to those paths to create more self service options, preventing transfers to agents as much as possible.
June 25, 2024
Genesys Cloud CX has a great future.
Genesys knowledge base is a support tool to answer common questions and troubleshooting steps, etc.. The AI can recommend articles to the agent by listening to the customer's interaction. The AI uses structured information to provide immediate, accurate responses. Integration with chatbots like Google Dialogflow and Amazon Lex allows one to write self-service applications.
June 22, 2024
Inclusive and Transformative Customer Experience!
This is N/A for our org with reference to Genesys Cloud CX.
June 18, 2024
Overall, Genesys is great
Genesys is been a great tool to get implemented on our everyday operation for customer support. now we are exploring on AI utilization on our ivr and self service options to facilitated interactions with customers and savings on staffing and contact volume.
June 14, 2024
A cloud solution that doesn't rain on your parade
I find that I use the Genesys Knowledge Network regularly, to find solutions to the ever-changing business needs
June 14, 2024
Excellent product - full end-to-end solution!
It plays a great role, the ability to offer automated bot services to help with FAQ is a great addition and feature rich!
Score 10 out of 10
Vetted Review
Verified User
The knowledge base in Genesys Cloud is really easy to setup and maintain. The dashboard give all the insight we need into which articles are being used and by who. We were able to replace our static FAQ page and build a dynamic Support page relative to the most current issues.
June 04, 2024
Ease of use and implementation
Score 10 out of 10
Vetted Review
Verified User
We found that the knowledge base articles to be update to date. <br>We tend to find answers from Genesys KB, but also can leverage the community, dev forums as well as github
Genesys is good in the knowledge management and they are clearly document all pieces of the information in the help.purecloud.com, if you required any assitance its provides a detailed explanation and also the examples for the practices. Genesys also does good in the automation where the self-scripts can be created for the calls
May 27, 2024
Don't settle for less, Go for the Best!
Score 10 out of 10
Vetted Review
Verified User
Currently not utilizing knowledge management, but for sure will get there.
Score 9 out of 10
Vetted Review
Verified User
Knowledge management helps us store content used to answer customer questions and prompts the agent to reply with details relevant to customer question asked.
Score 10 out of 10
Vetted Review
Verified User
We are not currently using our knowledge management in self service and automation directly.
May 20, 2024
Very happy with Genesys Cloud CX
Score 10 out of 10
Vetted Review
Verified User
Ok. It depends on the type of business and the complexity. We are not complex so not a big impact
April 11, 2024
Growing Solution that Solves all OCS needs.
Score 10 out of 10
Vetted Review
Verified User
Our call flows are more efficient and our dialer campaigns are well optimized and dynamically paced due to automation tools that Genesys Cloud CX provides. Overall it is a great experience for all.
April 03, 2024
Great for UCaaS and CCaaS in one
We've not yet built out this in our organization, but are setting a new strategic objective to do so given the tools that Genesys Cloud CX has
February 15, 2024
Seamless migration, simple to use.
Currently, we are using Salesforce knowledge and don't currently utilize knowledge management.
January 12, 2024
Close your sales calls effectively
With the inclusion of Genesys Cloud CX at [...], we were able to give out contact numbers along with our extension number to customers, via email or voicemail, but if the customers called me at a time when I was on another call they would be get connected to the next best agent who is free, this has greatly helped us in closing leads faster.
January 11, 2024
Genesys Cloud CX met or exceed expectations.
Our management team is continually searching for and evaluating ways to improve internal and external service and performance. As an organization grows, there is nearly always a need to automate some aspects of the business. Genesys Cloud has helped us in that regard.
January 10, 2024
Genesys Cloud CX Review
I don't have an answer to this.
January 04, 2024
Genesys Cloud CX Review
We're actually just now looking to finally get into doing some of that, so I don't really have much to speak on it yet. We started using the knowledge base and documents and stuff, building it out for internal purposes, still building that, and then that's kind of the next jump, trying to build out that knowledge base, have it functioning internally, then turn it on to go customer facing.
December 18, 2023
Seamless call routing, with constant updates with Genesys Cloud CX.
It is very important the automations linked and associated to our customers, they speed up the work in general very well.
October 18, 2023
Kore.ai integrated to Genesys for a powerful product.
I am not that technical. But essentially interactive voice response is the future, as opposed to pressing 1 for an action then pressing 8 for the same and then 9 to connect to a customer agent, people want to just, on the go talk to the IVR that they want to be connected to a live agent immediately.
September 29, 2023
Genesys Cloud CX Review
For the project that I mentioned to you, Genesys Cloud CX is part of the entire interaction platform for that specific contractor. We adopted the tool, and all the writing of this tool was done, for example, for a solar energy operation company. And then we can leave the entire sales script, all adapted there in that tool, all in one place on the platform.
September 29, 2023
Genesys Cloud CX Review
We've got our internal, we use some self-help bots for our customers. If they contact ICT and they need to reset their password, for example, we can help them through that process without them needing to talk to an agent. If they've got stuck in a particular part, we can then offer them help based on where they're having difficulties. We've also got our knowledge bases - they appear on our website. So if a customer comes onto our website and they need to ask us a question about getting their child into school, for example, we've got a knowledge base there that can give them a whole range of information at any time of the day.