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About Genesys Cloud CX
Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so you have actionable insights to address customers problems with ease on any channel, at any moment, beyond just the call center. Genesys Cloud CX is trusted by thousands of small, medium and large enterprises and recognized as an industry leader across the globe.
With pervasive automation, you can take the right action at the right time to create the best outcome.
Give your employees the information they need in one application built to engage your employees and boost your team’s performance and is intuitive to use.
Use Genesys Cloud CX™ as an all-in-one application, easily add hundreds of packaged integrations, or customize the platform and make it your own.
It deploys in days and continually innovates with upgrades each week. With real-time dashboards and up-to-the-second analytics, Genesys Cloud CX™ provides the insights you need to run your business—no matter where your agents are located.
Genesys Cloud CX pricing
Genesys Cloud CX does not have a free version and does not offer a free trial. Genesys Cloud CX paid version starts at US$75.00/month.
Starting Price:
US$75.00/month
Free Version:
No
Free trial:
No
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Genesys Cloud CX Reviews
Feature rating
5 reviews of 235
View all reviews
Juan David
- Industry: Telecommunications
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
-
Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
3
5
Reviewed on 16/11/2022
Next gen Cotact center solution
Its a very good product, reduce the chain technology compounds and very easy to use
Pros
Its very easy to deploy, with a high quality technology, understand the business requeirements, and its all in one solution.
Cons
A better call recording its required, like a dedicated system (NICE, Verint, RedBox).
Alternatives Considered
wolkvoxReasons for Choosing Genesys Cloud CX
supportSwitched From
inConcert Contact CenterReasons for Switching to Genesys Cloud CX
support level in Colombia, certified partners in Colombia
Amanda
- Industry: Insurance
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4
4
Reviewed on 11/05/2021
Genesys Cloud Implementation
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 CXoneReasons 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.
Verified Reviewer
- Industry: Automotive
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
3
Features
2
Ease of Use
2
Customer Support
3
3
Reviewed on 5/09/2018
Not a Big Fan
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
Replied 6/09/2018
Kymberli
- Industry: Consumer Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
3
4
Reviewed on 25/08/2020
G Cloud
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
Five9Reasons for Choosing Genesys Cloud CX
We needed more multi-channel forms of communication with our clients/members/customers.Switched From
Avaya UCaaS
Nafees
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5
5
Reviewed on 29/03/2023
Great Software
Its been a great experience and business is really happy so far.
Pros
Great feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere
Cons
WFM and WEM needs little more lift to compete with industry leaders
