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Genesys Cloud CX

4.4
(225)

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Software for faster, smarter, personal experiences

(21)

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Genesys Cloud CX Pricing, Features, Reviews and Alternatives

Genesys Cloud CX FAQs

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

These products have better value for money


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 Suite


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

Genesys Cloud CX product overview

Price starts from

75

Per month

Flat Rate

What is 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.

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.

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.

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

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Why am I seeing this?

Genesys Cloud CX pricing information

Value for money

4.1

/5

225

Starting from

75

Per month

Flat Rate

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Genesys Cloud CX features

Functionality

4.2

/5

225

Total features

151

21 categories

Most valued features by users

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

Functionality contenders

Genesys Cloud CX users reviews

Overall Rating

4.4

/5

225

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.55/10
Rating distribution

5

4

3

2

1

116

88

14

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.
As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us.
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.
Cons
It's hard to read and when extracting the data and the formatting is hard to read / follow.
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.
Since it is centrally located on the cloud, we have had some issues with lag.

Overall rating contenders

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Bernard G.

Cloud Applications Consultant

Retail, 11-50 employees

Review source

Overall Rating

Good but complex solution for cloud

Reviewed 3 years ago

Transcript

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

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James M.

Marketing and Advertising, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Amazing business interaction system with mobility and flexibility

Reviewed 2 years ago

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.

TA
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Terry A.

Financial Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Breath of fresh air vs historical telephony systems

Reviewed 2 years ago

The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this.

Pros

Ease of use. The GUI is clear and concise on both and agent and Administrator level.

Cons

The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents.

MJ
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Michael J.

Nonprofit Organization Management, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

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Phone service, not much else.

Reviewed 5 years ago

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".

Rv
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Russell v.

Financial Services, 5,001-10,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Great Journeys begin at Home.

Reviewed 2 years ago

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.

DG
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Diana G.

Financial Services, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

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Genesys Cloud CX review

Reviewed a year ago

less hardware print in our data centers. A lot more ease of use for our end users. Integrations from 3rd parties with Genesys. API driven.

Pros

the ease of use from Engineering, administration, and end user perspective. Also, all omnichannel offered in one UI.

Cons

most of the time support. It can take some time to get them on the same page with you regarding concerns or issues.

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