Genesys Cloud CX Features

Genesys Cloud CX

Mobile optimized cloud call center with multichannel routing

4.16/5 (120 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Management
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Auto-Dialer
Auto-Responders
Automated Routing
Automated Scheduling
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
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
Customizable Branding
Customizable Templates
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
Interaction Tracking
Knowledge Base Management
Lead 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 Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
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
Transcripts/Chat History
Transfers/Routing
Unified Communications
Video Conferencing
Video Support
VoIP
VoIP Connection
Voice Customization
Voice Mail
Website Visitor Tracking
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Management
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Auto-Dialer
Auto-Responders
Automated Routing
Automated Scheduling
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
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
Customizable Branding
Customizable Templates
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
Interaction Tracking
Knowledge Base Management
Lead 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 Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
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
Transcripts/Chat History
Transfers/Routing
Unified Communications
Video Conferencing
Video Support
VoIP
VoIP Connection
Voice Customization
Voice Mail
Website Visitor Tracking
Learn moreCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Management
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Auto-Dialer
Auto-Responders
Automated Routing
Automated Scheduling
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
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
Customizable Branding
Customizable Templates
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
Interaction Tracking
Knowledge Base Management
Lead 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 Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
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
Transcripts/Chat History
Transfers/Routing
Unified Communications
Video Conferencing
Video Support
VoIP
VoIP Connection
Voice Customization
Voice Mail
Website Visitor Tracking
Visit WebsiteCompare App

Mobile apps

iOS App


8 reviews

Requires iOS 13.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


77 reviews

Genesys Cloud CX Feature Reviews

25 reviewers had the following to say about Genesys Cloud CX's features:

Guiro M.

We needed a customer experience platform that was reliable and intelligent with a well-thought- out

2018-03-20

The Results of the PureCloud solution ; · Maintains 90% customer satisfaction rates · 15% reduction in abandonment rates, from 18% to 3% · Improved efficiency and first contact resolution · Future integration of channels and operations

Pros

For a per-user monthly price, the Genesys solution gave our company auto advanced routing, real-time reporting and a roadmap to unify email, chat and social interactions.

Cons

Sometimes it's difficult to use the dashboards lots information for supervisor.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Mohammed N.

Genesys PureCloud review

2019-02-03

Maximum utilization of manpower productivity. atomizing the contact center workflow & saving supervision cost.

Pros

The Ultimate Security Control, High Availability, Business Continuity & System Flexibility. such as managing the workgroups & locations for different lines of business & modules using single interface. compatibility with most CRM apps & workforce management systems, live-time system, workgroup & user reporting & forecasting.

Cons

Knowledge base & FAQ does not cover all software features, real time dashboards needs more developments & hotfixes including social media & web chat features (looking forward for the new software upgrade that will fix most of this issues).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Michael S.

Effective, easy to configure software for mid-sized contact centres

2018-04-10

It has opened new channels to connect with us, and allows us to continue updating and improving the client experience.

Pros

The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.

Cons

Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Matthew C.

99% Sunny and Hot with the odd occasional downpour

2018-11-15

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Robert W.

No need to look outside the product to get the best of the field of technologies

2021-06-02

All agents find the interface easy to learn and navigate and give them the tools to get up and running faster.

Pros

Genesys Cloud was designed for the contact center with all aspects of what is needed for agents, supervisor, quality managers, analyst, and management in a single, web-based, easy-to-use platform that requires no 3rd-party applications or integration.

Cons

Genesys reporting is designed to allow all users to find and display the data they need in whatever timeframe and filters required, but Genesys Cloud does lack the pretty pictures and graphs offered in BI packages like Power BI.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Rogier B.

One platform, functions are the same for each kind of interaction. Implementation can be fast

2017-09-12

- Better customer experience - always reachable for our customers - Lower Abandonment rate - Higher SLA - AHT in balance / under control - Insights - Cost reduction - Retention - Less platforms / Less IT admin

Pros

API User interface for the users Canned Responses Architect Multiple channel Analytics, 100% view of each interaction

Cons

Email isn't on a level for multiple brands WhatsApp not available as channel SMS not available as channel

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Paul S.

Genesys Cloud Solution for our Organization

2020-04-07

Genesys Cloud has greatly improved our flexibility as an organization. With the Covid-19 pandemic we had to quickly configure much of our staff to work from home. Genesys cloud helped make this transition relatively seamless.

Pros

The transition from our former call management system was relatively easy.

Cons

Initially the reporting was inadequate but there have been many improvements in this area.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
FERNANDO R.

GENESYS User - Admin

2019-05-13

good service and support. able to fallow online videos and training overall

Pros

*web base to control emails and phones *admin capabilities to make changes on call flow, add users, queues set up changes, metrics *good standard reporting *application support

Cons

Email search - Unable to search emails by any text or subject Unable to resign emails

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Hunter W.

Reliability is non-existent

2019-03-16

Pros

I like that everything is centralized - calls, chats, emails, quality evaluations, reporting.

Cons

I feel as though the reliability is the worst possible. We have experienced several crashes with this, which has set our team up for failure.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Capterra
Helpful?   Yes   No

Response from Genesys


Hi Hunter! Sorry to hear about the issues you are experiencing with PureCloud. We will pass this feedback along to your AE and be sure to be in touch as soon as possible. Thanks!

Read more
Chris B.

The Purecloud platform has assisted us in revolutionizing the way we do business.

2017-12-19

Pros

The reporting tools are fantastic and the "live" queue overviews is a nice touch.

Cons

Also, another area for improvement is real time agent performance - you cannot currently see how long an agent has been sitting in after-call-work.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Michael J.

Phone service, not much else.

2019-08-22

My team uses PureCloud for emails, and it's platform really is nothing more than taking their phone platform and translating it to emails.

Pros

PureCloud offers terrific analytics that are easy to access.

Cons

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".

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Maritime company, 10001+ employees)

The best cloud solution for CTI

2019-02-19

Very good choice in substitution of Genesys standard CTI solution

Pros

Easy to implement. Easy to use.

Cons

For sure reporting and live monitoring has room to emprovements.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Thibaud H.

Very satisfied with PureCloud : easy to use and very stable

2018-04-03

Better monitoring and management of our activity

Pros

Simplicity of use, administration, and control : It allows us to adapt quickly to all new needs we have.

Cons

It is very difficult to know all the new features and how they work. We tend to use only the same functions, even for new needs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Telecommunications company, 501-1000 employees)

8/10 product for now, as this product gets better will easily be a 10/10 product in the future

2021-01-24

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

Pros

It was easy to implement and start up.

Cons

Some areas still need to be developed, such as the reporting and the Workforce Management addon

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Humayon H.

Digitization

2019-02-12

Very good

Pros

Amazing integration with several applications like salesforce, chat bot, emails, whats app

Cons

Need continues today mpronent on Dashboard Application.... it is not reflecting the new age look and feel.... may it has so many functionalities but look and feel is still old in business manager.., Application for iPad also need to improve... like in single window all schemes should be visible

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Dominique L.

We have implemented Purecloud Contact Center from Genesys, in France and in Italia

2018-03-20

Pros

Pureloud allows us to set up new way to build customer journey, taking into account phone calls, live chats, with a seamless integration with Salesforce as CRM.

Cons

As we wanted to impement the full solution as a service, the configuration from a security & network point of view was not as easy as expected.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Source: Capterra
Helpful?   Yes   No
Read more
Poojan M.

PurCloud has been great with easy to use interface, queue dashboard and great admin features

2018-04-12

Pros

As we have are changing the support structure and processes internally, this speeds up the changes we need and can test them live

Cons

While dashboard works great, Pure cloud reports are something that can be improved a lot.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Aarde C.

Genesys Cloud delivers enterprise level technology for a team of 2,000 global agents.

2020-04-20

They provided dedicated personalized support during our roll out/go live and have continuing to support us through our ongoing business as usual operations ever since.

Pros

We implemented Genesys to solve for the following areas: Social Bridge for Digital Support: new digital channels Internal Communication tool: replacing Skype Integrated WFO suite: Speech Analytics and QA Scorecards, replacing two 3rd party vendors WFO/WFM agent dashboards built in  Chatbots built in AWS architecture 3 layers of redundancy (3A – Active, Active, Active)  Redundant Edges in LAX and BER (VoIP) MOS scores for every call built in (intelligent analysis tool) Concurrent model allows to scale at lower additional costs compared to named model Micro Services Direct to developer(s)   Agile deployment(s) (multi/week)

Cons

We don't like how we have to use on site Edges for VoIP traffic.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Hospital & Health Care company, 501-1000 employees)

User-friendly & Intuitve

2021-03-03

When I'm looking at reports, it can sometimes be tricky to see all of my subordinates and their details without individually clicking through each and every name, mostly because the side menu tabs keep taking over half the screen.

Pros

The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access.

Cons

Calls often drop for no reason. The time-off tool is clunky - you have to tap through dates and times rather than just enter them manually which can take way too long.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Ye Y.

Ye Yi

2021-08-03

Pros

Easy to implement, easy to use, and user-friendly.

Cons

. - Historical reports should add more customizable for users.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Altaf G.

A Cloud like no other

2020-06-02

The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.

Pros

I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.

Cons

I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Larry H.

Feature rich solution with simple licensing model

2018-02-02

Flexible cloud-based contact center technology that can be customized easily to the individual needs of our businesses.

Pros

Access to Resource Center for info to do just about anything makes this cloud-based solution fairly easy to setup and configure on your own to minimize dependence on Genesys engineers.

Cons

Reporting insight and analytics capabilities could be beefed up.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Kristin B.

Awesome

2021-04-09

It looks like from what I have seen you can message call even video chat within the product so I think it is going to be great for a small call-center potentially even a larger call-center environment.

Pros

It’s a new system for me, it’s great for showing the activity in the queue currently, it is also great for messaging when you need to send a quick message to your team mates- even provides you a small notification on your pop-up as well as a small “noise” or “chime” for each change

Cons

Being a new system I haven’t got to play with all of the features, the one con that I am seeing so far is the notification is very small it doesn’t really “draw your eye in”.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Insurance company, 1001-5000 employees)

A good product that is getting better

2021-05-18

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 can handle inbound and outbound calls, chats, emails, and SMS.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
voravit m.

After sale service and product sale feature

2019-04-02

I got feedback from delivery and support that purecloud hard to work with.

Pros

Product and feature clearly to understand and choose what customer need.

Cons

The delivery in practical need technical experience to understand PureCloud product and also customer infrastructure such as security policy, voice and application integration. (compatibility)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more