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 but does 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:
Yes

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Genesys Cloud CX Reviews

Feature rating

Value for Money
4.1
Functionality
4.2
Ease of Use
4.4
Customer Support
4.0
5 reviews of 223 View all reviews
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.

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.
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.

Lizandro
  • Industry: Marketing & Advertising
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 13/11/2023

Perfect for call centers

I'd say it was overall an 8 out of 10. It's important to have call recordings but the use of it was easy.

Pros

How easy and quick it is to dial numbers in just one click. Also the transfer tool was friendly and very optimal. Easy to use.

Cons

The call quality and the recording of the calls were sometimes not heard.

Tim
  • 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

8x8 X Series, NICE CXone and RingCentral MVP

Reasons for Choosing Genesys Cloud CX

Old, unreliable

Switched From

Avaya 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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