--- 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 264 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** | 264 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 - @mentions - Agent Interface - Auto-Dialer - Automated Routing - CES Survey Structure - CSAT Survey Structure - Call Logging - Call Monitoring - Call Recording - Call Reporting - Call Transcription - Campaign Management - Chat/Messaging - Chatbot - Commenting/Notes - Communication Management - Customer Experience Management - Customer History - Customisable Forms - Employee Coaching Tools - Employee Scheduling - Feedback Management - For Call Centers - Full Text Search - Inbox Management - Intraday Management - KPI Monitoring - Knowledge Base Management - Labor Forecasting - List Management - Live Chat - Mobile Access - Multi-Channel Communication - Multi-Channel Data Collection - Multiple Scoring Models - NPS Survey Structure - Power Dialer - Predictive Dialer - Productivity Analysis - Quality Management - Real-time Consumer-facing Chat - Recording - SMS Messaging - Speech Recognition - Survey/Poll Management - Surveys & Feedback - Task Automation - Transcripts/Chat History - Voice Mail - Workflow Automation ... and 75 more features ## Integrations (17 total) - Brightmetrics CCaaS Analytics - Epic - Google Workspace - Jenkins - Latitude by Genesys - Microsoft Azure - Microsoft Entra ID - OneLogin - Oracle Service - Ping Identity - Pivotal Tracker - Salesforce Service Cloud - ServiceNow - UserVoice - Verint Workforce Management ... and 2 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 (4080 reviews) 3. [Ringover](https://www.capterra.com.au/software/169627/ringover) — 4.7/5 (876 reviews) 4. [Convoso](https://www.capterra.com.au/software/76768/cloud-predictive-dialer) — 4.5/5 (387 reviews) 5. [DialedIn CCaaS](https://www.capterra.com.au/software/29589/callcenternow) — 4.8/5 (324 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. ----- ### "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. ----- ### "Genesys Cloud provides agility and continuously improves." — 5.0/5 > **Glen** | *6 August 2024* | Dairy | Recommendation rating: 10.0/10 > > **Pros**: Genesys Cloud provides a live platform where we can take immediate action in a fast-paced environment, which is something we haven't had the ability to do in the previous telephony system we had. And the insights that it provides is invaluable. > > **Cons**: Some metrics can be hard to find, however this space is constantly improving. Also we found calling people internally (both users having Genesys Cloud), means we are not able to retain a recording. > > We love Genesys Cloud and it's constantly improving. ----- ### "Genesys CRM CX Makes the difference" — 5.0/5 > **Alejandra** | *21 January 2025* | Computer & Network Security | Recommendation rating: 9.0/10 > > **Pros**: Fast and easy to implement. Lots of functionality and great APIs to integrate with almost anything. > > **Cons**: Pricing is high. You must do a Business Case to evaluate ROI and TCO. > > Timeline of the project si half the usual timeline from other vendors. Easy to use and intuitive for users. The payback, once implemented, as a multi-channel tool is awesome. ----- 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