Genesys Cloud CX

4.4
Overall rating
Reviews

4.4
Overall rating
Reviews

About Genesys Cloud CX

Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so you have actionable insights to address customers problems with ease on any channel, at any moment, beyond just the call center. Genesys Cloud CX is trusted by thousands of small, medium and large enterprises and recognized as an industry leader across the globe. With pervasive automation, you can take the right action at the right time to create the best outcome. Give your employees the information they need in one application built to engage your employees and boost your team’s performance and is intuitive to use. Use Genesys Cloud CX™ as an all-in-one application, easily add hundreds of packaged integrations, or customize the platform and make it your own. It deploys in days and continually innovates with upgrades each week. With real-time dashboards and up-to-the-second analytics, Genesys Cloud CX™ provides the insights you need to run your business—no matter where your agents are located.
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Genesys Cloud CX pricing

Genesys Cloud CX does not have a free version and does not offer a free trial. Genesys Cloud CX paid version starts at US$75.00/month.

Starting Price:
US$75.00/month
Free Version:
No
Free trial:
No

Alternatives to Genesys Cloud CX

Genesys Cloud CX Reviews

Feature rating

Value for Money
4.1
Functionality
4.3
Ease of Use
4.4
Customer Support
4.0
5 reviews of 228 View all reviews
Sam
Sam
  • 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.

Nafees
  • Industry: Banking
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 29/03/2023

Great Software

Its been a great experience and business is really happy so far.

Pros

Great feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere

Cons

WFM and WEM needs little more lift to compete with industry leaders

Alternatives Considered

NICE CXone and Amazon Connect

Reasons for Choosing Genesys Cloud CX

Needed to move to the cloud instead on-prem to a system with more features and avoid upgrades every so often

Switched From

Aspect Unified IP

Reasons for Switching to Genesys Cloud CX

features, ease of build and support.
Verified Reviewer
  • Industry: Entertainment
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
0

3
Reviewed on 20/03/2020

A Step Up From Previous Call Center Software, But Prone To Errors

While PureCloud has had its frustrating glitches, I find that it works far better and more intuitively than previous call center software. Having access to a number of features all in one place, rather than spread out across multiple programs, truly provides ease of mind.

Pros

PureCloud allows fluid communication either across the call center floor, across town, or even across the state or country. It allows multiple utilities that previous software such as Presence did not allow for, such as callback and voicemail functionality, chat features and built in email clients. It becomes a one-stop shop for a call center looking to offer more outreach for customers. Having the ability to work from home, especially in times of crisis, is crucial and this is what PureCloud does best.

Cons

Prone to outages and glitches, though admittedly some of these could be due to network errors within the company. The email client is less than intuitive, and frequently seems to block out valuable attachments, which are important when working in a tech support role.

Song Kean
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 15/04/2024

Smooth Operator

A telephony tool that works and delivers

Pros

Features rich tool to enable smooth customer service operation, inbound call recording and phone queues management. Configurable dashboard set-up

Cons

No notification to the users when it is disconnected due to network instability

Nicholas
  • Industry: Retail
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
2

5
Reviewed on 28/03/2023

Pleasantly Satisfied with Genesys Cloud CX

We have has a positive experience with Genesys from a technical perspective.

Pros

This system have massive potential for customization and reasonable API coverage.

Cons

The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can troubleshoot issues.

Alternatives Considered

Five9 , Cisco Jabber and Twilio

Reasons for Choosing Genesys Cloud CX

Avaya is a technological dead end.

Reasons for Switching to Genesys Cloud CX

Genesys offered the whole package with as few moving parts as possible.

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