About Genesys Cloud CX

Genesys Cloud CX creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use, and continuously innovates with upgrades each week. Genesys Cloud CX simplifies how you connect with customers by providing all the context you need to deliver more personalized experiences. The all-in-one application empowers your teams with an easy-to-use tool to boost performance. Real-time dashboards and up-to-the-second analytics provide the insights you need to run your business—no matter where your agents are located or which channels they handle. Build stronger relationships with your customers by employing the latest innovations in AI, digital channels, voice, and workforce engagement — and transform your contact center into an experience center.
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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.

Starting Price:
US$75.00/month See pricing details
Pricing Details:
Cloud 1: $75USD per user, per month (annual payment available) Cloud 2: $110USD per user, per month (annual payment available) Cloud 3: $140USD per user, per month (annual payment available) For enterprise-level planning, please contact Genesys for more information. View Pricing Plans
Free Version:
No
Free trial:
Yes

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Genesys Cloud CX Reviews

Feature rating

Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4
5 reviews of 121 View all reviews
Sam O.
  • Industry: Airlines/Aviation
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

5
Reviewed on 04/06/2021

Feature Rich, easy to use Telephony Systemz

Genesys Cloud has been amazing for our company since moving across from PureConnect. In this new "Work from Home" world we live in, it has been a massive contributor and backbone to our strategy and has allowed us to continue operating successfully during the Covid period.

Pros

It is very easy to find my way around, make quick changes on the fly and administer from anywhere in the world. The amount of new features coming out weekly was also a huge selling point for us and watching the system grow and evolve has been fantastic.

Cons

I would like a few more fine-grained features such as being able to customize the hold experience per flow and being able to take some of the global features and making them IVR/queue based due to requirements of different brands that I manage.

Amanda P.
  • Industry: Insurance
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 11/05/2021

Genesys Cloud Implementation

Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users. We have seen good movement with new capabilities since we moved over to the platform and have confidence that we will continue to be partners with Genesys to continue enhancing the product for years to come.

Pros

The fact that we could move all of our telephony (agents and non-agents) off of an on-premise solution and to the cloud in a very fast period of time was tremendous. The ability to shift all of the support out of IT and into the business has allowed us to optimize our customer's experience in a very agile manner. The buildout of each of the channels has been slow for us due to internal reasons, but we have many capabilities that we never had before moving to Genesys Cloud.

Cons

WEM and reporting are not ideal in Genesys Cloud. Genesys has continued to invest and enhance in these areas, but they have a way to go.

Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. We rely on Genesys to help us dive into those issues so that we can understand what causes them and learn to optimize our processes to avoid them in the future. Going through some pains here has taught us a lot but the issues themselves aren't ideal.

There have been some data lags when we have tried to access our data through the UI or APIs. This happens more frequently than we would hope for and causes some issues with managing our agents/call centers.

Alternatives Considered

NICE CXone

Reasons for Choosing Genesys Cloud CX

To move away from on premise inflexible solutions to a cloud solution that could retire many different solutions and consolidate us to one. Additionally, to shift the support and ownership of the application out of IT and into the Business.

Reasons for Switching to Genesys Cloud CX

There were a few reasons in regards to security, general functionality, and pre-sales communication/relationships.
Verified Reviewer
  • Industry: Automotive
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
2
Ease of Use
2
Customer Support
3

3
Reviewed on 05/09/2018

Not a Big Fan

Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.

Pros

Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to use. In terms of profile information for agents it works well. I think the Queue activity is a good function of the software and allows me to monitor the status of inbound calls easily enogh.

Cons

I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though).

My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

Response from Genesys

Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at [email protected] (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth

Replied 06/09/2018
Edgar alan M.
  • Industry: Food & Beverages
  • Company size: 5,001-10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 07/07/2021

GENESYS CLOUD WITH HEINEKEN MEXICO

We want offer to our clients the best services in Customer Service, Pickup Sales Orders, Surveys, IVR, SMS, IPA Tool, ACD Tool, and incorporate new digital tools: Speech analytics, WFM, Voice Bots, Whats app and the like.

Pros

Powerfull Platform and the most important you can add many features from the appfoundry in order to incorporate any kind of service or technology and offer the best customer service.
Easy to integrate to our CRM, Web pages.
The Genesys Team help us to enhance the functionalities that we want implement in our company.
Time to implement was very short 6 months.

Cons

We have problems with the integration with our SAP, because the version wasn't compatible with the solution.

Tim S.
  • Industry: Information Technology & Services
  • Company size: 501-1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 05/05/2021

Genesys Cloud delivers

As we are still in the grip of a pandemic, using a cloud-based UC and CC solution, as Genesys Cloud, is invaluable to allow our people to work from home or anywhere with internet. As everyone is provided with a laptop and headset, we can guarantee 100% uptime of our Contact Center.

Pros

Combined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability and resilience.

Cons

More ringtones needed - only one provided and it gets very irritating when in an office.
Email interactions function needs refining.

Alternatives Considered

RingCentral MVP, 8x8 Virtual Office and NICE CXone

Reasons for Choosing Genesys Cloud CX

Old, unreliable

Switched From

Avaya OneCloud UCaaS

Reasons for Switching to Genesys Cloud CX

When looking to replace our aging Avaya system, we looked at various different solutions but a cloud-based one was a must. From the three we evaluated, Genesys Cloud was chosen over the other two as it was an all-in-one solution (not separate UC and CC, no matter how much we were told it was integrated by the vendor) and they didn't use heavy-handed sales techniques

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