Genesys Cloud CX

Mobile optimized cloud call center with multichannel routing

About Genesys Cloud CX

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. The Genesys Cloud CX platform is an omnichannel contact center and unified communications solution that turns calls, emails, chats, texts and social expressions into a single conversation and seamless customer dialogue. The solution deploys at lightning speed for quick time-to-value and instant scalability.

A contact center 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).

Enable your customers on all the channels they want to engage on. 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. Built-in workforce management capabilities, a robust speech-enabled IVR, inbound and outbound flows, out-of-the-box integrations with major CRM solutions, and open APIs offer powerful functionality that's packaged in an intuitive, simple user interface. 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.

Pricing starting from:

US$75,00/month

  • Free Version
  • Free Trial
  • Subscription

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.

• Easy to deploy, easy to use: An intuitive interface allows you to set up your account, integrate with the systems you already use, and be up and running on the Cloud solution today—no complicated setup, and no training needed.

• The power to grow: With any software, you need the power to perform and the foundation to stand the test of time. The Cloud platform gives you a robust environment architected to grow with you and the needs of your customers.

• Unlimited channel surfing: Built from the start to be omnichannel, Cloud follows the conversation everywhere—so you always have the data you need to respond quickly. Wherever customers message you, we’ve got you covered.

• Work better as a team: Bring your team together across channels. With every part of the customer conversation in one place, you can create a lasting depth of collaboration and clarity that brings people closer together.

• Uncover trends in customer data: When you have all the information, you can approach customers with empathy and understanding. Cloud helps you capture and trend data, giving you insight to make human decisions that impact your business.

• Anticipate future needs: No one can predict the future. But with scalable software, rapidly evolving technology and real-time data analysis, rest easy knowing you can anticipate consumer trends and be ready for technology changes to come.

• 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.

Devices

Business size

S M L

Markets

United Arab Emirates, Argentina, Australia, Belgium, Bolivia, Brazil, Canada, Chile, Colombia, Cuba, Czechia, Germany, Denmark, Ecuador, Spain, Finland, Falkland Islands, France, United Kingdom, French Guiana, Guyana, Hong Kong SAR China, Indonesia, Ireland, India, Italy, Japan, Cambodia, St. Kitts & Nevis, South Korea, Luxembourg, Monaco, Macao SAR China, Mexico, Malaysia, Netherlands, Norway, New Zealand, Peru, Philippines, Poland, Portugal, Paraguay, Sweden, Singapore, Suriname, El Salvador, Thailand, Taiwan, United States, Uruguay, Venezuela, Vietnam, South Africa

Supported Languages

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

Pricing starting from:

US$75,00/month

  • Free Version
  • Free Trial
  • Subscription

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

Features

Total features of Genesys Cloud CX: 123

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Analytics
  • Campaign Management
  • Campaign Specific Caller ID
  • Canned Responses
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Dashboard
  • Data Import/Export
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Sharing
  • File Transfer
  • Gamification
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Knowledge Base Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multiple Parties
  • Multiple Scripts
  • Negative Feedback Management
  • Open Database Design
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Proactive Chat
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Telemarketing Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Unified Communications
  • Video Conferencing
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Website Visitor Tracking

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Cisco AnyConnect

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Reviews

Overall rating

4,2 /5
(126)
Value for Money
3,9/5
Features
4,0/5
Ease of Use
4,3/5
Customer Support
3,8/5

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Showing 5 reviews of 126
Matthew C.
Overall rating
  • Industry: Financial Services
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

99% Sunny and Hot with the odd occasional downpour

Reviewed on 2018/11/15

The overall experience we have had is a great one with a few niggles I would say to describe the...

The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.

Pros

The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.

Cons

The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.

Amanda P.
Overall rating
  • Industry: Insurance
  • Company size: 1 001-5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Genesys Cloud Implementation

Reviewed on 2021/05/11

Our overall experience has been good. We have built great relationships with Genesys support staff...

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.
James M.
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
Verified Reviewer
Overall rating
  • Industry: Automotive
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Not a Big Fan

Reviewed on 2018/09/05

Overall, my experience with this software is mostly negative and I don't know if I'd recommend it...

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.

Response from Genesys

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

Marek K.
Overall rating
  • Industry: Consumer Goods
  • Company size: 10 000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Simple and quick adoption able

Reviewed on 2021/11/10

Pros

Liked most the simplicity of use and integration.

Cons

Relatively slow delivery of solutions to main painpoints reported by business via idea portal.

Showing 5 reviews of 126 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+

Genesys Cloud CX supports the following languages:

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

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

Genesys Cloud CX offers the following support options:

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

Related categories

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