Genesys Cloud CX

Software for faster, smarter, personal experiences

About Genesys Cloud CX

Genesys Cloud CX is unique in how it helps you transform your customer experience - no matter where the customer conversation starts or ends. By connecting your entire contact center across your teams, tools, and interactions, you have the insight to address customers problems with ease. With intelligent experience orchestration, your customers feel understood, and your agents feel empowered. Differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture.

A contact centre infrastructure market leader, Genesys has decades of experience building solutions that embed customer experience (CX) at our core. Up-to-date with industry-standard security certifications, the Cloud solution ensures interactions seamlessly and securely support customer journeys for companies across the world—with user interfaces in 15 languages (more than any other software as a service (SaaS) customer experience cloud provider on the market).

Build better relationships with your customers with the all-in-one composable architecture that includes pervasive AI powering routing, journey analytics, omnichannel engagements, workforce engagement and more so you understand customer intent to deliver the best experience. Our platform is built using both API-centric and product-centric approaches, so you have the benefits from each all in one intuitive, simple user interface. We eliminate siloed data, so you have the critical insights necessary to deliver personalized, familiar service every time with minimal effort and simple IT management. Leverage actionable real-time data that drives efficiency in the contact center, enables predictive analytics, and results in the delivery of a more personalized customer experience.

Create the best experience for your customers and employees in any channel at any moment, beyond just the call center, with our composable architecture and the broadest innovative set of CX and EX capabilities, open APIs and expansive marketplace and ecosystem

Guide decisions on how and where to take the right action to create the best outcome by knowing your customers through smart automation across the customer journey.

Eliminate friction for your employees with smart, innovative solutions designed for the modern workforce.

Genesys Cloud CX deploys at lightning speed for quick time-to-value and instant scalability. The industry-first Genesys Cloud CX platform was built from the ground up on a microservices multi-tenant cloud architecture, allowing for not only rapid deployment options, but also continuous delivery of new functionality, and unsurpassed scalability and reliability.

A collaboration and unified communications suite that includes a browser-based softphone, company directory, content management system, video and chat tools, and optional VoIP telephony service rounds out an all-in-one platform for your business. But if you prefer to Bring Your Own Carrier (BYOC), a variety of on-premises cloud deployment models are available. Find your best fit with flexible subscription terms.

With our modern platform approach, you can see better engagement scores and increased consumer wallet share while reducing customer churn and employee attrition - without breaking the bank. Our customers benefit from outcomes such as remote work productivity, effective business process management, and consistent personalized experiences for customers. Genesys Cloud CX is trusted by thousands of small, medium and large enterprises and recognized as an industry leader across the globe.


Key benefits of Genesys Cloud CX

Call Centers have achieved 571% ROI with the Cloud solution: Get payback on your investment in less than 3 months.

Reimagine experiences that matter with our composable, all-in-one platform, you can arrange and rearrange your experience to meet customer and employee needs: Bring your CX vision to life with the broadest innovative set of CX, DX and EX capabilities, a rich set of open APIs and an expansive marketplace and ecosystem.

Know your customer: Our customer journey analytics and orchestration let you visualize, measure, and monitor across the consumer journey. Understand your data to drive decisions with AI that distills insights from the data across any touchpoint, any time, and any journey so you can react proactively and continuously deliver frictionless connected experiences, raising the experience bar.

Global Scale: Take your experiences anywhere in the world you operate, ensuring localization and compliance - without additional effort or risk. We support over 18 languages and safeguard data with proper compliance from the collection to access to storage. Whether a business operates in 2 countries, or 80, Genesys Cloud CX helps simplify delivery of consistent global experiences.

Automate successful outcomes: Using our conversational AI, your customers can interact with bots but in a natural way that understands sentiment and analyzes to accelerate resolution with smart, intent-driven automation. Our predictive routing and next best action analyzes behavior patterns and identifies the best outcome and agent match to ensure the best customer agent experience very time. Digital engagement automation rapidly identifies behavior patterns and informs orchestration decisions so you can proactively shape the customer journey by intervening at the right moment to easily match customer satisfaction and business objectives.

Innovate at scale: Genesys Cloud CX is designed for today’s user. Within an intuitive single interface and easy-to-use mobile application, employees can manage omnichannel customer interactions, see relevant interaction context and data, monitor performance, and receive personalized coaching for continuous improvement. Our AI-powered knowledge management ensures access to up-to-date information so you can answer questions before they are even asked whether it’s through a bot, an agent, or a search. Improve the employee experience with native workforce engagement management. Whether you are providing work life balance through AI powered forecasting and scheduling, guiding the customer interaction so employees can more proactively solve requests, or providing real-time guidance and gamification, you can unleash employee superpowers to exceed your business goals.

Total transparency: In the fast-paced world of customer support, the last thing you need is for your contact centre software to fail. We’re here to make sure that never happens. The Cloud team is committed to performance transparency. That’s why we provide straight-forward SLAs and a public facing status page with live updates and proactive notifications.


Images

Genesys Cloud CX Software - Boost agent productivity with CRM integrations
Genesys Cloud CX Software - Queue Activities Detail View
Genesys Cloud CX Software - Omnichannel Desktop and Screenshare
Genesys Cloud CX Software - Directory view
Genesys Cloud CX Software - Contact Center Dashboard
Genesys Cloud CX Software - Adherence Dashboard
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Genesys Cloud CX video
Genesys Cloud CX Software - Boost agent productivity with CRM integrations
Genesys Cloud CX Software - Queue Activities Detail View
Genesys Cloud CX Software - Omnichannel Desktop and Screenshare
Genesys Cloud CX Software - Directory view
Genesys Cloud CX Software - Contact Center Dashboard
Genesys Cloud CX Software - Adherence Dashboard

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Reviews

Overall rating

4,4 /5
(223)
Value for Money
4,1/5
Features
4,2/5
Ease of Use
4,4/5
Customer Support
4,0/5

Already have Genesys Cloud CX?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 223
James
James
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Amazing business interaction system with mobility and flexibility

Reviewed on 2021/12/14

The experience with Cloud CX has been amazing. The backed end (architect) is very easy to use and...

The experience with Cloud CX has been amazing. The backed end (architect) is very easy to use and if you can work a visio diagram you can create a call flow. The baked in skill based routing and time of day route decisions is setup very well.

Pros

Our ability to run our entire phone system in the cloud and connect from any device with an active internet connection kept us in business through the initial pandemic shutdown. Not being tied to a physical location while having such a complete suite of features has been paramount to our success as an organization over the past couple of years.

Cons

I really do enjoy everything about the software including the new feature releases each month.

Alternatives Considered

Cisco AnyConnect

Reasons for Choosing Genesys Cloud CX

We wanted to move from a hosted on-premise solution to a cloud-based system.

Reasons for Switching to Genesys Cloud CX

Features, pricing and ease of deployment
Kymberli
Overall rating
  • Industry: Consumer Services
  • Company size: 501–1 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

G Cloud

Reviewed on 2020/08/25

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G...

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle.

Pros

Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and innovative.

Cons

There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail. Specific configurations are not always playing nice with each other.

Alternatives Considered

Five9

Reasons for Choosing Genesys Cloud CX

We needed more multi-channel forms of communication with our clients/members/customers.

Switched From

Avaya UCaaS
Michael
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 3.0 /10

Phone service, not much else.

Reviewed on 2019/08/22

My team uses PureCloud for emails, and it's platform really is nothing more than taking their phone...

My team uses PureCloud for emails, and it's platform really is nothing more than taking their phone platform and translating it to emails. It doesn't filter spam and is not manager-friendly.

Pros

PureCloud offers terrific analytics that are easy to access. It's also easy to add/remove or change users instantly when needed.

Cons

For phones, it works fine. It offers a chat platform that is very limited, and a very poor email ticketing system that works like phones; emails come in and you have to click "answer". It doesn't allow viewing/assigning of email tickets (for example, going through and assigning all Spanish ones to a qualified agent), and is frequently buggy, like not recognizing your space bar so you write things like "thankyou".

Rodrigo
Overall rating
  • Industry: Banking
  • Company size: 5 001–10 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Administrator

Reviewed on 2021/01/14

It was a successful experience, very little problems (especially with integrations), that were...

It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution

Pros

Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed.

Cons

Integrations with other legacy products have been an inconvinience.

Alternatives Considered

AWS CloudFormation

Reasons for Choosing Genesys Cloud CX

-Technical evolution -Overall cost -Strong user community -Product functionality and performance

Switched From

Avaya UCaaS

Reasons for Switching to Genesys Cloud CX

Integration performance. Drive innovation Reduce time to market Cost management
Russell
Overall rating
  • Industry: Financial Services
  • Company size: 5 001–10 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Great Journeys begin at Home.

Reviewed on 2022/07/25

Customer experience is improved and and marketing is working better.

Customer experience is improved and and marketing is working better.

Pros

Remediating our on premise legacy aging PBX & Call recording suites of applications and hardware.

Cons

Some of the integration points were weaker and more difficult than the Genesys Connect solution, as GC was getting up to speed 2 years ago.

Alternatives Considered

Avaya UCaaS and MiCollab

Reasons for Choosing Genesys Cloud CX

Business cloud strategy was fulfilled by the product.

Reasons for Switching to Genesys Cloud CX

Feature delivery was better with GC.
Showing 5 reviews of 223 Read all reviews

Genesys Cloud CX FAQs

Below are some frequently asked questions for Genesys Cloud CX.

Genesys Cloud CX offers the following pricing plans:

  • Starting from: US$75,00/month
  • Pricing model: Subscription
  • Free Trial: Available

Cloud 1: $75USD per user, per month (annual payment available) Cloud 2: $110USD per user, per month (annual payment available) Cloud 3: $140USD per user, per month (annual payment available) For enterprise-level planning, please contact Genesys for more information.

Genesys Cloud CX has the following typical customers:

11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

Genesys Cloud CX supports the following languages:

Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Traditional Chinese, Turkish

Genesys Cloud CX supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Genesys Cloud CX integrates with the following applications:

Azure Active Directory, Google Workspace, Jenkins, Microsoft Azure, OneLogin, Ping Identity, Pivotal Tracker, Salesforce Service Cloud, UserVoice, Verint Workforce Management, Zendesk Suite

Genesys Cloud CX offers the following support options:

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

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