Genesys Cloud CX

Genesys Cloud CX

What Is Genesys Cloud CX?

Genesys Cloud 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, social and more. An intuitive interface makes it easy to use. Rapid innovation ensures you'll exceed customer expectations today and tomorrow. Genesys Cloud is simply powerful and powerfully simple.

Who Uses Genesys Cloud CX?

Genesys Cloud is for everyone! Progressive IT and contact centre operations that prefer rapid delivery, all-in-one, cloud contact centre solution.

Genesys Cloud CX Software - 1 Genesys Cloud CX Software - 2 Genesys Cloud CX Software - 3 Genesys Cloud CX Software - 4

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Reviews of Genesys Cloud CX

Average score

Overall
4.3
Ease of Use
4.3
Customer Service
3.9
Features
4.2
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Gurvinder
Gurvinder
Internet judge in India
Verified LinkedIn User
Information Technology & Services, 501-1,000 Employees
Used the Software for: 1+ year
Reviewer Source

"Best cloud solution tool"

5.0 2 months ago

Comments: I have very good experience with this awsome platform. I'm totally satisfied with this.

Pros:

Simple interface. Easy for all users on phone. It can be attach with others easily. This is very user-friendly . This comes with new feature regularly.

Cons:

Good for solving all cloud problem in no time.

Russell
Infrastructure Specialist in Ireland
Financial Services, 5,001-10,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Great Journeys begin at Home.

4.0 6 months ago

Comments: 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.

Verified Reviewer
Senior Systems Engineer in India
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Best on premise to cloud transformation of contact center application

5.0 2 months ago New

Comments: Over 1.6 years of experience in Genesys cloud. Also worked with Amazon connect but the most user-friendly and easy-to-use Genesys is the preferable one.

Pros:

Genesys cloud has both architect and agent desktops it depends on the license. It is easy to build and test the flow. Scheduling and agent desktop view is best to experience. Inbound, outbound, Bot flow, Web messaging, Secure flow and email, etc. its like omnichannel supporting

Cons:

Still, there is a lag on the architect's side. Example: Genesys support only limited languages so other than the non-supported language we have to select Google TTS. Sometimes it doesn't work properly

Verified Reviewer
Analyst in US
Verified LinkedIn User
Automotive, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source

Not a Big Fan

3.0 4 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

4 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

Hao
CTI and Reporting Program Manager in US
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Genesys Cloud CX Does Not Disappoint!

5.0 4 months ago

Pros:

Our contact center infrastructure is complex. Genesys Cloud CX integrates with existing legacy applications and is used by agents in several divisions within our organization.

Cons:

Chat bot was not easy to develop and deploy as we would like. Also, Genesys Cloud CX out-of-box reporting and dashboard is robust, but reports are limited to a certain number of rows.