Genesys Cloud CX

by Genesys

Who Uses Genesys Cloud CX?

Companies of all sizes looking for a radically easy, all-in-one cloud contact center solution.

What Is Genesys Cloud CX?

The Genesys Cloud (formerly PureCloud) platform is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, text message and more. An intuitive interface makes it easy to use, whether you're an agent, supervisor or IT admin. Weekly feature releases ensure you'll exceed customer expectations today and tomorrow.

Genesys Cloud CX Details

Genesys

https://www.genesys.com/genesys-cloud

Founded 1990

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Genesys Cloud CX pricing overview

See pricing plans

Genesys Cloud CX does not have a free version but does offer a free trial. Genesys Cloud CX paid version starts at $98.00/month.

Starting Price

$98.00/month See pricing details

Free Version

Free Trial

Yes, get a free trial

See pricing plans

Genesys Cloud CX deployment and support

Support

Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live rep)
Chat

Deployment

Cloud, SaaS, Web-based
Mac (Desktop)
Windows (Desktop)
Windows (On-Premise)
Linux (On-Premise)
Android (Mobile)
iPhone (Mobile)
iPad (Mobile)

Training

In Person
Live Online
Webinars
Documentation
Videos

Genesys Cloud CX Features

Auto Dialer Software

API
Activity Dashboard
Activity Tracking
Answering Machine Detection
Auto-Dialer
Automatic Call Distribution
CRM
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat/Messaging
Computer Telephony Integration
Contact Database
Contact Management
Customer Database
Data Import/Export
IVR / Voice Recognition
Integrations Management
Interaction Tracking
Lead Capture
Lead Management
Live Chat
Local Caller ID
Monitoring
Multi-Channel Communication
Power Dialer
Predictive Dialer
Preview Dialer
Process/Workflow Automation
Progressive Dialer
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Text to Speech
Third Party Integrations
Voice Mail

View full list of Auto Dialer Software

Call Centre Software

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auto-Dialer
Automatic Call Distribution
Blended Call Center
CRM
Call Center Management
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat/Messaging
Computer Telephony Integration
Contact Database
Contact Management
Customizable Reports
Email Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Outbound Call Center
Performance Management
Predictive Dialer
Progressive Dialer
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Social Media Integration
Third Party Integrations
Voice Mail
Workflow Management

View full list of Call Centre Software

Call Recording Software

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
Archiving & Retention
Auto-Dialer
Automatic Call Distribution
CRM
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Tagging
Call Tracking
Call Transcription
Call Transfer
Caller ID
Campaign Management
Chat/Messaging
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Customizable Reports
Event Triggered Actions
File Transfer
IVR / Voice Recognition
Interaction Tracking
Live Chat
Monitoring
Multi-Channel Communication
On-Demand Recording
Performance Management
Performance Metrics
Predictive Dialer
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Recording
Reporting & Statistics
SMS Messaging
Scheduled Recording
Tagging
Third Party Integrations
Voice Mail

View full list of Call Recording Software

Contact Centre Software

API
Activity Dashboard
Activity Tracking
Agent Interface
Alerts/Notifications
Auto-Dialer
Automated Routing
Automatic Call Distribution
CRM
Call Center Management
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat/Messaging
Chatbot
Collaboration Tools
Computer Telephony Integration
Contact Database
Contact Management
Customer History
Customizable Reports
Data Import/Export
Email Management
IVR / Voice Recognition
Interaction Tracking
Live Chat
Monitoring
Multi-Channel Communication
Performance Management
Predictive Dialer
Quality Management
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Social Media Integration
Third Party Integrations
Voice Mail
Workforce Management

View full list of Contact Centre Software

Customer Engagement Software

AB Testing
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Behavior Tracking
CRM
Campaign Analytics
Campaign Management
Chat/Messaging
Churn Management
Communication Management
Community Management
Content Creation
Content Management
Customer Database
Customer Experience Management
Customer Segmentation
Customisable Branding
Customizable Fields
Customizable Reports
Customizable Templates
Drag & Drop
Email Management
Engagement Tracking
Event Triggered Actions
Feedback Management
Gamification
Live Chat
Monitoring
Multi-Channel Communication
Multi-Channel Marketing
Multi-Language
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Social Media Integration
Survey/Poll Management
Surveys & Feedback
Tagging
Third Party Integrations
Video Support
Visual Analytics
Widgets
Workflow Management

View full list of Customer Engagement Software

Customer Experience Software

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
CRM
Campaign Management
Chat/Messaging
Communication Management
Customer Experience Management
Customer Segmentation
Customisable Branding
Customisable Forms
Customizable Fields
Customizable Reports
Customizable Templates
Dashboard
Data Visualization
Drag & Drop
Email Management
Engagement Tracking
Feedback Management
Knowledge Management
Live Chat
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Negative Feedback Management
Predictive Analytics
Ratings / Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Search/Filter
Sentiment Analysis
Social Media Integration
Survey/Poll Management
Surveys & Feedback
Tagging
Text Analysis
Third Party Integrations
Trend Analysis
Visual Analytics
Widgets
Workflow Management

View full list of Customer Experience Software

Customer Satisfaction Software

360 Degree Feedback
AI/Machine Learning
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
CES Survey Structure
CRM
CSAT Survey Structure
Call Reporting
Chat/Messaging
Commenting/Notes
Complaint Monitoring
Customer Database
Customer Experience Management
Customer Journey Mapping
Customer Segmentation
Customisable Branding
Customisable Forms
Customizable Fields
Customizable Questions
Customizable Reports
Customizable Templates
Data Import/Export
Data Visualization
Drag & Drop
Email Management
Engagement Tracking
Feedback Management
Monitoring
Multi-Channel Communication
Multi-Language
NPS Survey Structure
Performance Metrics
Process/Workflow Automation
Ratings / Reviews
Real Time Analytics
Real Time Data
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
SMS Messaging
Search/Filter
Sentiment Analysis
Social Media Integration
Survey/Poll Management
Surveys & Feedback
Tagging
Template Management
Third Party Integrations
Trend Analysis
Visual Analytics
Widgets
Workflow Management

View full list of Customer Satisfaction Software

Customer Service Software

API
Activity Tracking
Alerts / Escalation
Appointment Management
Auto-Responders
Calendar Management
Call Center Management
Call Routing
Communication Management
Contact Database
Contact Management
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customisable Forms
Customizable Templates
Data Import/Export
Drag & Drop
Email Management
Employee Management
Engagement Tracking
Event Triggered Actions
Inbox Management
Knowledge Base Management
Live Chat
Multi-Channel Communication
Multiple User Accounts
Performance Management
Performance Metrics
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Updates
Reporting & Statistics
Rules-Based Workflow
SMS Messaging
Self Service Portal
Single Sign On
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Template Management
Third Party Integrations
Virtual Assistant
Voice Mail
Workflow Management

View full list of Customer Service Software

Help Desk Software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Automated Routing
CRM
Call Center Management
Chat/Messaging
Client Portal
Customer Database
Customer History
Customisable Branding
Customisable Forms
Customizable Fields
Customizable Reports
Customizable Templates
Data Import/Export
Document Storage
Email Management
Email Templates
Feedback Management
Help Desk Management
IT Asset Management
Interaction Tracking
Knowledge Base Management
Live Chat
Macros/Templated Responses
Monitoring
Multi-Channel Communication
Network Monitoring
Performance Metrics
Prioritization
Real Time Notifications
Real-Time Chat
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Third Party Integrations
Ticket Management
Workflow Configuration
Workflow Management

View full list of Help Desk Software

IVR Software

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
Auto-Dialer
Automatic Call Distribution
CRM
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat/Messaging
Computer Telephony Integration
Contact Database
Contact Management
Customer History
Customizable Reports
IVR / Voice Recognition
Interaction Tracking
Live Chat
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multiple Scripts
Phone Key Input
Predictive Dialer
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
SMS Messaging
Survey/Poll Management
Surveys & Feedback
Text to Speech
Third Party Integrations
Voice Customization
Voice Mail

View full list of IVR Software

Live Chat Software

@mentions
API
Activity Dashboard
Activity Tracking
Auto-Responders
CRM
Calendar Management
Canned Responses
Chat/Messaging
Collaboration Tools
Contact Management
Content Management
Customer History
Customisable Branding
Document Storage
Drag & Drop
Email Management
File Management
File Sharing
File Transfer
Geotargeting
Interaction Tracking
Live Chat
Meeting Management
Mobile Access
Monitoring
Multi-Channel Communication
Offline Form
Proactive Chat
Progress Tracking
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Screen Sharing
Search/Filter
Single Sign On
Support Ticket Management
Surveys & Feedback
Tagging
Task Progress Tracking
Task Scheduling
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Conferencing
Website Visitor Tracking
Workflow Management

View full list of Live Chat Software

Predictive Dialer Software

API
Activity Dashboard
Activity Tracking
Auto-Dialer
Automatic Call Distribution
Automatic Lead Distribution
CRM
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Campaign Specific Caller ID
Chat/Messaging
Computer Telephony Integration
Contact Database
Contact Management
Customizable Reports
Email Management
FCC Compliance
FTC Compliance
IVR / Voice Recognition
Interaction Tracking
Lead Capture
Lead Management
List Management
Live Chat
Monitoring
Multi-Channel Communication
Multi-Channel Management
Predictive Dialer
Progressive Dialer
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Text to Speech
Third Party Integrations
Voice Mail

View full list of Predictive Dialer Software

Telephony Software

API
Activity Dashboard
Activity Tracking
Auto-Dialer
Automatic Call Distribution
CRM
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Chat/Messaging
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Customizable Reports
Help Desk Management
Hotkeys
IVR / Voice Recognition
Interaction Tracking
Knowledge Base Management
Live Chat
Monitoring
Multi-Channel Communication
Multiple Parties
Open Database Design
Predictive Dialer
Purchasing & Receiving
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
SMS Messaging
Telemarketing Management
Text to Speech
Third Party Integrations
Video Conferencing
VoIP
VoIP Connection
Voice Mail

View full list of Telephony Software

VoIP Software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Auto-Dialer
Automatic Call Distribution
CRM
Call Center Management
Call Conferencing
Call Disposition
Call List Management
Call Monitoring
Call Queues
Call Recording
Call Reporting
Call Routing
Call Screening
Call Tracking
Call Transfer
Caller ID
Chat/Messaging
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Customizable Reports
Fax Management
IVR / Voice Recognition
Interaction Tracking
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Online Voice Transmission
Purchasing & Receiving
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Reporting & Statistics
Role-Based Permissions
SIP Trunking
SMS Messaging
Third Party Integrations
Unified Communications
Video Conferencing
Voice Mail
Voicemail Transcription

View full list of VoIP Software

Genesys Cloud CX Alternatives

More Genesys Cloud CX alternatives

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Five9

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Ameyo

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Ameyo Voice to help you connect with your customers. Experience unmatched call quality, intelligent routing and advanced voice features

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VICIdial

(249)

Open source call center software w/ outbound predictive dialer. Also handles inbound & manual calls as well as email and web chat.

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Zoho CRM

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Zoho CRM empowers organizations with a complete customer relationship lifecycle management solution.

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CloudTalk

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CloudTalk is a cloud-based phone system for support and sales teams. We make calling easy and fun! Get your FREE trial today!

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Salesforce Service Cloud

(517)

The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data.

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NICE CXone

(458)

Cloud contact center software that offers VR, skills-based routing, AI, call blending, and analytics.

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MaxContact

(10)

MaxContact is a leading cloud-based contact centre solution provider. With unrivalled technology and a fantastic 100% UK based team.

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More Genesys Cloud CX alternatives

Genesys Cloud CX Reviews

Read all reviews

Overall rating

4.2/5

From 120 users reviews

Average score

Ease of Use 4.2

Customer Service 3.8

Features 4.1

Value for Money 3.9

Review software

Share your experiences with other software buyers.

Write a Review!

Read all reviews

Sam O.

IT Systems and Telephony Admin

Airlines/Aviation, 201-500 Employees

Used the Software for: 2+ years

Overall Rating
Ease of Use
Features & Functionality
Customer Support
Value for Money
Likelihood to Recommend

9/10

Reviewer Source
Reviewed on 04/06/2021

"Feature Rich, easy to use Telephony Systemz"

Comments: 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.

Reviewer Source
Reviewed on 04/06/2021

Amanda P.

Manager, Business Technology Solutions

Insurance, 1,001-5,000 Employees

Used the Software for: 1+ year

Overall Rating
Ease of Use
Features & Functionality
Customer Support
Value for Money
Likelihood to Recommend

7/10

Reviewer Source
Reviewed on 11/05/2021

"Genesys Cloud Implementation"

Comments: 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.

Reviewer Source
Reviewed on 11/05/2021

Edgar alan M.

Systems Leader

Food & Beverages, 5,001-10,000 Employees

Used the Software for: 1+ year

Overall Rating
Ease of Use
Features & Functionality
Customer Support
Value for Money
Likelihood to Recommend

8/10

Reviewer Source
Reviewed on 07/07/2021

"GENESYS CLOUD WITH HEINEKEN MEXICO"

Comments: 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.

Reviewer Source
Reviewed on 07/07/2021

Verified Reviewer

Analyst

Automotive, 51-200 Employees

Used the Software for: 1+ year

Overall Rating
Ease of Use
Features & Functionality
Customer Support
Value for Money
Likelihood to Recommend

6/10

Reviewer Source
Reviewed on 05/09/2018

"Not a Big Fan"

Comments: 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.

Vendor Response

by Genesys on 06/09/2018

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

Reviewer Source
Reviewed on 05/09/2018

Tim S.

IT Technician

Information Technology & Services, 501-1,000 Employees

Used the Software for: 1+ year

Overall Rating
Ease of Use
Features & Functionality
Customer Support
Value for Money
Likelihood to Recommend

10/10

Reviewer Source
Reviewed on 05/05/2021

"Genesys Cloud delivers"

Comments: 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 Aura Contact Center

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

Reviewer Source
Reviewed on 05/05/2021

Read all 120 reviews