App comparison

Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.

Genesys Cloud CX Logo
Genesys Cloud CX

Mobile optimized cloud call center with multichannel routing

visit website

Genesys Cloud CX Pricing, Features, Reviews and Alternatives

Genesys Cloud CX product overview

Price starts from

75

/user

Per month

What is 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.

Key benefits of using 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.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

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

Training options

Live Online
In Person
Documentation
Videos
Webinars

Genesys Cloud CX pricing information

Value for money

4.0

/5

136

Starting from

75

/user

Per month

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Genesys Cloud CX features

Functionality

4.0

/5

136

Total features

125

16 categories

Most valued features by users

Reporting/Analytics
API
Third Party Integrations
Chat/Messaging
Reporting & Statistics
Multi-Channel Communication
Live Chat
Activity Dashboard

Functionality contenders

Genesys Cloud CX users reviews

Overall Rating

4.2

/5

136

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.26/10
Rating distribution

5

4

3

2

1

61

56

12

3

4

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

AR

Anonymous Reviewer

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

AP

Amanda P.

I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.

my

mawj y.

Cons
The local product support and channel in Africa is lacking or Genesys have not exposed this to us. Very frustrating having to deal with an offshore direct relationship in EMEA.

TC

Tashwill C.

It's hard to read and when extracting the data and the formatting is hard to read / follow.

PB

Paul B.

There is always the worry that the system will go down and leave us dead in the water but those instances have been minimal so far.

PS

Paul S.

Overall rating contenders

Overall Rating

Good but complex solution for cloud

Reviewed a year ago

Transcript

Bernard G.: Hello, I'm Bernard, business cloud communications consultant reviewing the Genesys Cloud...

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

99% Sunny and Hot with the odd occasional downpour

Reviewed 4 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

A good product that is getting better

Reviewed a year ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Genesys cloud CX product review

Reviewed a month ago

satisfied and this software address most the industry requirements

Pros

flexibility of deployment. especially most of the things are pre-build and just enable with very less effort

Cons

limited features when access to through mobile devices

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Not a Big Fan

Reviewed 4 years ago

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.

Vendor response

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 lara.booth@genesys.com (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

A nice upgrade from our previous on-premise solution

Reviewed 3 months ago
Pros

Ease of maintenance by our IT team and reliability compared to our previous on-premise phone system.

Cons

We are a seasonal with more employees during the spring and fall (compared to winter and summer) and it would be nice to be able to have our license pool ramp up or down by month.

Genesys Cloud CX FAQs and common questions

Q. What type of pricing plans does Genesys Cloud CX offer?

Genesys Cloud CX has the following pricing plans:
Starting from: $75.00/month
Pricing model: Subscription
Free Trial: Available


Q. Who are the typical users of Genesys Cloud CX?

Genesys Cloud CX has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


Q. What languages does Genesys Cloud CX support?

Genesys Cloud CX supports the following languages:
Chinese (Simplified), Chinese (Traditional), Dutch, English, French, German, Italian, Japanese, Korean, Norwegian (Bokmal), Polish, Portuguese, Spanish, Swedish, Thai, Turkish


Q. Does Genesys Cloud CX support mobile devices?

Genesys Cloud CX supports the following devices:
Android, iPad, iPhone


Q. Does Genesys Cloud CX offer an API?

Yes, Genesys Cloud CX has an API available for use.


Q. What other apps does Genesys Cloud CX integrate with?

Genesys Cloud CX integrates with the following applications:
Salesforce Service Cloud, UserVoice, Microsoft Azure, Pivotal Tracker, Google Workspace, Azure Active Directory, Jenkins, OneLogin, Ping Identity, Verint Workforce Management, Zendesk


Q. What level of support does Genesys Cloud CX offer?

Genesys Cloud CX offers the following support options:
FAQs/Forum, 24/7 (Live rep), Knowledge Base, Phone Support, Email/Help Desk, Chat

Related categories