--- description: Learn more about Genesys Cloud CX price, benefits, and disadvantages for businesses in Australia. Read reviews from verified users and discover similar tools that fit your business needs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Genesys Cloud CX Cost & Reviews - Capterra Australia 2026 --- Breadcrumb: [Home](/) > [Call Centre Software](/directory/30007/call-center/software) > [Genesys Cloud CX](/software/21409/genesys-cloud) # Genesys Cloud CX Canonical: https://www.capterra.com.au/software/21409/genesys-cloud Page: 1 / 12\ Next: [Next page](https://www.capterra.com.au/software/21409/genesys-cloud?page=2) > Genesys Cloud is a web-based software that unifies customer and agent experiences across phone, email, chat, text and social channels. > > Verdict: Rated **4.3/5** by 267 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses Genesys Cloud CX? Companies of all sizes looking for an easy, all-in-one cloud contact center solution. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.3/5** | 267 Reviews | | Ease of Use | 4.4/5 | Based on overall reviews | | Customer Support | 4.0/5 | Based on overall reviews | | Value for Money | 4.1/5 | Based on overall reviews | | Features | 4.2/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Genesys - **Location**: Daly City, US - **Founded**: 1990 ## Commercial Context - **Starting Price**: $98.00 - **Pricing model**: Per User - **Pricing Details**: Genesys Cloud 1: $98AUD per user, per month (annual payment available) Genesys Cloud 2: $143AUD per user, per month (annual payment available) Genesys Cloud 3: $182AUD per user, per month (annual payment available) Hourly pricing also available. Prices listed are per named user, billed annually. - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Traditional Chinese, Turkish - **Available Countries**: Argentina, Australia, Belgium, Bolivia, Brazil, Cambodia, Canada, Chile, Colombia, Costa Rica, Cuba, Czechia, Denmark, Dominican Republic, Ecuador, El Salvador, Falkland Islands, Finland, France, French Guiana and 36 more ## Features - Agent Interface - Auto-Dialer - Automated Routing - Automatic Call Distribution - Calendar Management - Call Monitoring - Call Recording - Call Reporting - Call Routing - Call Scripting - Call Tracking - Catalog Management - Chat/Messaging - Chatbot - Commenting/Notes - Communication Management - Content Management - Customer Database - Customer Experience Management - Customer History - Customisable Forms - Customizable Templates - Document Management - Employee Coaching Tools - Employee Scheduling - Engagement Tracking - Feedback Management - For Call Centers - Full Text Search - IVR - Inbox Management - Knowledge Base Management - Labor Forecasting - List Management - Live Chat - Mobile Access - Multi-Channel Communication - Multi-Channel Data Collection - Multi-Language - NPS Survey Structure - Power Dialer - Proactive Chat - Productivity Analysis - Quality Management - Real-time Consumer-facing Chat - Survey/Poll Management - Surveys & Feedback - Task Management - Transcripts/Chat History - Workflow Automation ... and 80 more features ## Integrations (18 total) - Brightmetrics CCaaS Analytics - Epic - Google Workspace - Jenkins - Latitude by Genesys - Microsoft Azure - Microsoft Entra ID - OneLogin - Oracle Service - Ping Identity - Pivotal Tracker - Salesforce Sales Cloud - Salesforce Service Cloud - ServiceNow - UserVoice ... and 3 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Call Centre Software](https://www.capterra.com.au/directory/30007/call-center/software) ## Related Categories - [Call Centre Software](https://www.capterra.com.au/directory/30007/call-center/software) - [IVR Software](https://www.capterra.com.au/directory/30231/ivr/software) - [Customer Satisfaction Software](https://www.capterra.com.au/directory/30541/customer-satisfaction/software) - [Customer Experience Software](https://www.capterra.com.au/directory/30671/customer-experience/software) - [Customer Engagement Software](https://www.capterra.com.au/directory/30906/customer-engagement/software) ## Alternatives 1. [LiveAgent](https://www.capterra.com.au/software/102188/liveagent) — 4.7/5 (1787 reviews) 2. [Zendesk Suite](https://www.capterra.com.au/software/164283/zendesk) — 4.4/5 (4089 reviews) 3. [Ringover](https://www.capterra.com.au/software/169627/ringover) — 4.7/5 (884 reviews) 4. [Convoso](https://www.capterra.com.au/software/76768/cloud-predictive-dialer) — 4.5/5 (395 reviews) 5. [DialedIn CCaaS](https://www.capterra.com.au/software/29589/callcenternow) — 4.8/5 (330 reviews) ## Reviews ### "Powerful but dated, great engine under a clunky bonnet" — 3.0/5 > **ciara** | *22 May 2026* | Computer Software | Recommendation rating: 3.0/10 > > **Pros**: What I have always appreciated is the depth of features and how well it supports a structured sales and support environment at scale. Running a team of SDRs, the routing, reporting, and visibility are genuinely strong and give me what I need to manage performance properly. It does a good job of syncing across devices which suits how I work between desktop and mobile throughout the day. From a value for money perspective, you can justify the cost if you are actually using the full capability of the platform. Customer support has been reliable over the years, especially when dealing with more complex issues that need proper attention. Once you get past the initial setup, it becomes part of your daily workflow and does its job consistently. It is not trying to be everything, so things like image editing or video editing are not relevant here, but for what it is built to do, it delivers. > > **Cons**: If I am being honest, it feels quite clunky and not particularly modern in terms of its out of the box experience. The UI could do with a proper refresh because some areas feel dated and harder to navigate than they should be. Ease of use is not its strongest point, especially for new starters who need time and support to get up to speed. There is also a heavy reliance on internet access, and the lack of meaningful offline capability can be frustrating when you are on the go. For a platform at this price point, I would expect more intuitive setup and less dependency on workarounds or additional configuration. While support is good when you reach them, self serve resources are not always the easiest to navigate quickly. It works, but it does not always feel efficient. > > I have been using it for about six years now, so this is coming from long term, day to day experience rather than a short trial. It is a solid platform that has supported my career well, particularly in leadership where visibility and control matter. That said, it has not evolved as quickly as I would have liked, and you do start to notice the gaps when you compare it to more modern tools. It requires a bit of patience and a willingness to work around some of its limitations, which may not suit everyone. From a commercial lens, it delivers value if you lean into its strengths and have the right setup behind it. It is dependable, but not particularly exciting to use, and that probably sums it up best. If you want something robust and proven, it is a safe choice, but if ease and modern UX are priorities, there are areas that could definitely be improved. ----- ### "Powerful Cloud Contact Center with Great Features" — 4.0/5 > **Piyusha** | *4 August 2026* | Hospital & Health Care | Recommendation rating: 10.0/10 > > **Pros**: Genesys Cloud CX offers a comprehensive set of contact center features in one platform. The call management, live chat, email, and omnichannel capabilities work well together, making it easier to manage customer interactions. The interface is intuitive, security features are strong, and the reporting and analytics provide valuable insights for improving customer service. > > **Cons**: The platform has a learning curve because of its wide range of features. Some advanced configuration options can be complex, and occasional system updates or minor bugs may require troubleshooting. Pricing may also be higher than some alternatives for smaller businesses. > > Overall, my experience with Genesys Cloud CX has been positive. It provides reliable call handling, chat, and email management in a single cloud-based platform. The system is stable, secure, and scalable, making it suitable for customer service teams of different sizes. While it takes some time to learn all of its advanced features, the functionality, reliability, and reporting capabilities make it a valuable solution for managing customer interactions. ----- ### "Genesys Cloud CX" — 3.0/5 > **NINA** | *24 November 2024* | Financial Services | Recommendation rating: 6.0/10 > > **Pros**: I was able to use the functions all in all > > **Cons**: Features and functions can improve for call operators and admin users > > okay but not too great ... CX can def improve their features buttons ----- ### "Contact centre gold" — 4.0/5 > **garth** | *13 February 2019* | Insurance | Recommendation rating: 9.0/10 > > **Pros**: The software is intuitive and there is little to learn if you have some experience in contact centre solutions. > > **Cons**: A few custom reports are not yet available. > > Having viability of incoming calls agent status and good reporting tools comes out of the box with Purecloud. ----- ### "Good software for a call center in collection recovering service for automotive" — 4.0/5 > **Marc** | *14 July 2026* | Automotive | Recommendation rating: 7.0/10 > > **Pros**: Able to have multiple phone tasks at the same time able to to record the call when needed addons option integration in a third software (Salesforces, PEGA...) and Web app platform solution Dashboard with mutlple data in live Campaign calling with specific lists integration of whatsapp chat for specifi campaign > > **Cons**: Some call bugs could happen Missing some features like: post call note during the call The Bluetooth headset connection is not reliable > > I used Genesys for a collection debt recovering service in automotive industry This software is a great compromise foa call center and value of money. The admin profil profile offer a wide range of addons and option, and the user profile can be personalised. lot of main data that can track, changing phone numbers for calling or sending message. ----- Page: 1 / 12\ Next: [Next page](https://www.capterra.com.au/software/21409/genesys-cloud?page=2) ## Links - [View on Capterra](https://www.capterra.com.au/software/21409/genesys-cloud) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fi | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | ko | | | nb | | | nl | | | nl-BE | | | pl | | | pt | | | pt-PT | | | sv | | ----- ## Structured Data