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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.

Who Uses Genesys Cloud CX?

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

Genesys Cloud CX Software - 1
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Genesys Cloud CX Software - 4

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Reviews of Genesys Cloud CX

Average score

Overall
4.4
Ease of Use
4.4
Customer Service
4.0
Features
4.3
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Saskia
Saskia
Senior Director Sales Marketing in US
Verified LinkedIn User
Restaurants, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Improving the quality of service provided to customers.

5.0 10 months ago

Comments: Our five insurance companies now employ a multichannel marketing strategy that combines inbound and outbound efforts to reach new and existing clients. In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system and a third-party Livechat to one that incorporates chat, SMS, and email. The downtime problems of the previous system were also addressed by Genesys.

Pros:

Genesys cloud cx has been an invaluable asset to our company as the industry's leading cloud contact center platform. The fact that it may be easily modified to meet your specific needs is another plus. It's constantly up-to-date, and it takes very little time and work to put into deployment. I'm satisfied with its overall performance, and I must say that it's unusual to come across such a fantastic, bug-free, and straightforward platform.

Cons:

We finally found a means to communicate without breaking the bank with Genesys cloud cx. It's something I'd suggest for companies of any size.

Verified Reviewer
Verified LinkedIn User
Insurance, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

A good product that is getting better

4.0 3 years ago

Comments: Overall we have been pretty happy with the Genesys Cloud application. When we find things that are lacking, we are able to put in ideas for enhancements and some of those ideas have already been implemented.

Pros:

We love that the Genesys system provides us with a single system for all our customer interactions. We can handle inbound and outbound calls, chats, emails, and SMS. In addition, all the call recordings and call evaluations are in the same system (or will be when we are done rolling it out).

Cons:

I think Genesys has some work to do on enhancing the sorting and filtering capabilities with the various views. I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few.

Verified Reviewer
Verified LinkedIn User
Automotive, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Not a Big Fan

3.0 6 years ago

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.

Genesys Response

6 years ago

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

Sabrina
Systems Developer in US
Hospital & Health Care, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Detailed and Suitable Customer Assisting Platform

5.0 3 months ago

Comments: The determination that Genesys Cloud CX has in allowing customers give their mind effective and useful.

Pros:

Genesys Cloud CX has established accurate customer help, which brings an immediate live chat for customers.

Cons:

Genesys Cloud CX has nothing compromising in matters customer help.

Verified Reviewer
Verified LinkedIn User
Telecommunications, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

8/10 product for now, as this product gets better will easily be a 10/10 product in the future

4.0 3 years ago

Comments: I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future

Pros:

It was easy to implement and start up. For my company as we had multiple software for our CRM, Genesys Cloud really made it easy as it is all in one software

Cons:

Some areas still need to be developed, such as the reporting and the Workforce Management addon