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: Financial Services
- Company size: 51-200 Employees
- Used Daily for 6-12 months
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Review Source
99% Sunny and Hot with the odd occasional downpour
The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.
Pros
The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.
Cons
The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.
- Industry: Information Technology & Services
- Company size: 1,001-5,000 Employees
- Used Daily for 1-5 months
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Review Source
Genesys Cloud CX Does Not Disappoint!
Pros
Our contact center infrastructure is complex. Genesys Cloud CX integrates with existing legacy applications and is used by agents in several divisions within our organization.
Cons
Chat bot was not easy to develop and deploy as we would like. Also, Genesys Cloud CX out-of-box reporting and dashboard is robust, but reports are limited to a certain number of rows.
Reasons for Choosing Genesys Cloud CX
We wanted a stable contact center solution that can support agents across the globe with minimal down time and a platform that is scalable to future demands and can be easily maintain.Reasons for Switching to Genesys Cloud CX
We looked at solutions from Amazon, five9, and Nice. We ultimately went with Genesys Cloud CX because Genesys' product roadmap aligns with our organization's roadmap and can integrate with MS Teams, ServiceNow, and Salesforce CRM. Genesys Cloud CX architecture and interface make it easier for our internal teams to maintain and update before contacting Genesys support for assistance. Additionally, Genesys periodically update Genesys Cloud CX with new releases and enhancements, many of which we are looking to implement once available.- Industry: Consumer Services
- Company size: 2-10 Employees
- Used Daily for 6-12 months
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Review Source
unpredictable
have used it for over a year within that year multiple times it went down and sometimes took a whole work day to come back up
Pros
then ease of use for the average agent to operate
Cons
The malfunctions and the length of time for recovery afterwards
- Industry: Financial Services
- Company size: 51-200 Employees
- Used Daily for 1+ year
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Review Source
Breath of fresh air vs historical telephony systems
The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this.
Pros
Ease of use. The GUI is clear and concise on both and agent and Administrator level.
Cons
The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents.
Reasons for Choosing Genesys Cloud CX
The historical system was clunky, unreliable with a very sub-par support channel. This was culminated with the system owners choice of decommissioning the telephony platform we had used with them shortly after our contractual obligations had ended.Reasons for Switching to Genesys Cloud CX
The cost benefit analysis and uptime SLAs could not be matched against any of the other products at hand.
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Genesys Pure Cloud
Pros
It is easy to use this product it is like a rock
Cons
Price policies are not flexible and scalable.
