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Genesys Cloud CX Logo

Genesys Cloud CX

4.3
(165)

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Software for faster, smarter, personal experiences

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(19)

Genesys Cloud CX Features

Features Summary

Functionality

4.2

/5

165

Total features

149

19 categories

Genesys Cloud CX features

AI/Machine Learning
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Escalation
Alerts/Notifications
Archiving & Retention

Common features of Collaboration software

@mentions
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Assignment Management
Brainstorming

Price starts from

75

Per month

Flat Rate

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.2

/5

165

Price starts from

75

Per month

learn more

Total Features

149

Unique features

  • Engagement Tracking

  • Workforce Management

  • KPI Monitoring

  • Preview Dialer

Functionality

4.3

/5

3.4K

Price starts from

49

/user

Per month

visit website

Total Features

184

Features in Common

104

Unique features

  • Cataloging/Categorization

  • Filtering

  • Commenting/Notes

  • Procurement Management

Functionality

4.5

/5

1.9K

Price starts from

14

/user

Per month

visit website

Total Features

158

Features in Common

99

Unique features

  • Client Portal

  • Text Editing

  • Onboarding

  • Customer Complaint Tracking

Common Genesys Cloud CX comparisons

Genesys Cloud CX logo
Bitrix24 logo
Genesys Cloud CXvsBitrix24
Genesys Cloud CX logo
Nextiva logo
Genesys Cloud CXvsNextiva
Genesys Cloud CX logo
Webex logo
Genesys Cloud CXvsWebex
Genesys Cloud CX logo
MiCloud Connect logo
Genesys Cloud CXvsMiCloud Connect

Reviewers who mentioned features said:

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Robert W.

Verified reviewer

Telecommunications, 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 recommend10/10

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Best All-in-One CCaaS solution for businesses -- small or large

Reviewed a year ago

Genesys Cloud was easy to deploy and agents picked up the interface quickly. Integration with back-end data and systems was simple using web services and the Architect allowed call flows to be created in days.

Pros

Genesys Cloud CX has it all. Never do I have to wonder about integrations, added costs, or extra training when Genesys has all the features that a contact center of any size has all built into a single, web-based product with super reliability and ease of use unmatched in the market.

Cons

While WFM has come a long way, there are still features that Genesys needs to add and is working on those. Also, reporting needs more visualization and trending data.

AP
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Amanda P.

Insurance, 1,001-5,000 employees

Used daily for 1-2 years

Review source

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

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Genesys Cloud Implementation

Reviewed 2 years ago

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.

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 3 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".

BJ
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Brian J.

Hospital & Health Care, 10,001+ employees

Used daily for 2+ years

Review source

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

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Happily Migrating From Genesys PureConnect To Genesys Cloud

Reviewed 3 months ago

As the Ascension Technologies contact center standard, Genesys Cloud equips Ascension with an industry-leading, flexible, reliable all-in-one omnichannel contact center and communications solution. Our Genesys application has been positioned to provide our lines of business with full interaction (call/callback/voicemail/email/chat/SMS) queuing, self-service, & recording capabilities, as well as automated...

Pros

The application is much easier to administer, manage call flows, and expand to other lines of business. We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality. The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA.

Cons

As with any product, there are some lacking features/functionality, but the roadmap seems promising. We still struggle a bit with the Support process, and would suggest more live hands-on troubleshooting upfront rather than relying solely on uploading log files and videos of the replicated issue.

KO
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Kymberli O.

Consumer Services, 501-1,000 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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G Cloud

Reviewed 2 years ago

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.

TS
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Tim S.

Information Technology and Services, 501-1,000 employees

Used daily for 1-2 years

Review source

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

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Genesys Cloud delivers

Reviewed 2 years ago

As we are still in the grip of a pandemic, using a cloud-based UC and CC solution, as Genesys Cloud, is invaluable to allow our people to work from home or anywhere with internet. As everyone is provided with a laptop and headset, we can guarantee 100% uptime of our Contact Center.

Pros

Combined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability and resilience.

Cons

More ringtones needed - only one provided and it gets very irritating when in an office. Email interactions function needs refining.

RA
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Rodrigo A.

Banking, 5,001-10,000 employees

Used daily for 2+ years

Review source

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

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Administrator

Reviewed 2 years ago

It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution

Pros

Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed.

Cons

Integrations with other legacy products have been an inconvinience.

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 5 months 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.

AR
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Anonymous Reviewer

Verified reviewer

Computer Hardware, 10,001+ employees

Used daily for 1-2 years

Review source

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

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Genesys is a great cloud phone system

Reviewed 3 years ago

My overall experience is a with Genesys has been great. The cloud is the future of landlines.

Pros

The system is fairly easy to use and it appears to have good security features. The calls are very clear and you have activity history stored in the system. You also have access to voicemail, which can be accessed at any time.

Cons

It is sometimes difficult to understand the menu. For example, I was not sure how to call someone without asking first. I see room for improvement in making this product easier to use.

AG
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Altaf G.

Financial Services, 501-1,000 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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A Cloud like no other

Reviewed 3 years ago

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 really like not having to perform maintenance. 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

A true mobile app is missing, but is on the roadmap. 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.

CB
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Chris B.

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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

Reviewed 5 years ago
Pros

The user interface reminds me of Apple software in it's simplicity of design and features. The flow of options is easy for new agents to adopt and creates an inviting environment for customer support. The reporting tools are fantastic and the "live" queue overviews is a nice touch. The ability to make changes, publish, and "go-live" all in one screen streamlines call center operations and improves efficiencies and productivity. The overview of user profiles, showing availability, background. skillset, and more improvise time needed to support customers as we have a birds eye view of where everyone on the organization is.

Cons

I hope in time reporting mechanisms can be changes. When pulling queue specific reports i.e. queue summary for a specific week can become challenging if month end is included in that week; example - if pulling a weekly report for week of November 30, 2017 the end of week is December 3, 2017. The report will not show you summary information for the whole week as it breaks it apart into November and January (by month). This make is a manual process to see weekly service levels, abandon rates, and offered calls amongst any other metrics needed. 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. Additionally, the availability to have voicemails auto-routes like calls would be a nice feature.

AR
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Anonymous Reviewer

Verified reviewer

Banking, 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 recommend8/10

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Genesys service & product review

Reviewed 4 years ago

Its providing and outsourced to the bank which we can rollout new call centre very quickly

Pros

Pros: Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services.

Cons

Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so, The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants. The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand

IP
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Isaiah P.

Medical Devices, 10,001+ employees

Used weekly for 1-2 years

Review source

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

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PureCloud - Great for OmniChannel, but not Voice

Reviewed 4 years ago

It is an overall great new system, in which I know in time will only get better! Even though Spoken IVR is not available right now, I know it will be in the future. Once it is in place, the PureCloud will be impossible to beat!

Pros

Genesys PureCloud offers some great ways to streamline and modernize your Call Center and its performance. The ability to supply your customers with multiple contact channels (email, chat, text, voice) is a huge benefit to the customer, along with opening new revenue paths (whether it be Customer Satisfaction or new Sales Opportunities) for your company. To have all this without having to have an on premise environment is amazing!

Cons

Unfortunately, there is one major hurdle when it comes to Genesys PureCloud. If a customer is using a voice channel to reach your call center, there are some limitations. Currently, PureCloud does not allow for Spoken IVR. So, if your company has one main phone line that houses all the support for all the products and services it offers, the customer can't just speak the word or phrase that best describes the services they need and get routed to the right agent/department. The only option for the customer is to go through a list of options in a phone menu and wait until it offers the option they need and press the corresponding number. For our company, that would mean 50-100 different menu items! If this is a must, then PureEngage is the way to go!

MB
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Martin B.

Consumer Services, 10,001+ employees

Used daily for 1-2 years

Review source

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

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GC in CSC

Reviewed 4 months ago

Overall I would say GC is a very up-to-date tool which provides most of the things Customer Service Center needs. During 2 years of experience we have faced only 1 unplanned downtime and just a few integration issues which is very important to run 24/7 customer service.

Pros

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. Learning from the past and systems we used, we have made a good decision to start working in Genesys Cloud. It improved our real-time management which has a huge impact on SLA and agent availability.

Cons

We were aiming to use internal chat functionality within GC but it wasn't adjustable and it didn't fit our company needs due to security risks we found in it. For a huge company like ours, the internal chat isn't the recommended option because you can't filter/categorize people within your organization

MN
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Mohammed N.

Human Resources, 201-500 employees

Used daily for 2+ years

Review source

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

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Genesys PureCloud review

Reviewed 4 years ago

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).

PC
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Pedro C.

Telecommunications, 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 recommend10/10

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Genesys Cloud - Perfect for Contact Center

Reviewed 2 years ago
Pros

Genesys Cloud allows our staff to make and receive calls from anywhere. The call quality is great and with the WebRTC , we just need a web browser to be online and available for our customers. The interface is easy to use and there are several reports templates to provide historical information for the interactions, performance, queues, etc.

Cons

Genesys Cloud could provide an option to allow users to send the reports by email and also I would like to have more tools for troubleshooting interactions.

MG
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Marta G.

Verified reviewer

Information Services, 501-1,000 employees

Used daily for 2+ years

Review source

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

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Great experiencwe

Reviewed 4 years ago

I started three years ago the digital transformation of one of the first four Spanish telephony operators, in these years of work we have integrated customer CRM , conducted outgoing campaigns, quality surveys, voice recognition In the IVR, improving the client's experience and that of the agents in charge of customer service. Process automation and technical testing. It has allowed me to grow professionally and improve costumer experience .

Pros

Full of possibilities without the need of knowledge or previous experience.

Cons

Platform Availability. We have not suffered service falls in three years

BG
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Bernard G.

Telecommunications, 1-10 employees

Used other for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Good but complex solution for cloud

Reviewed 3 years ago

Genesys is a good solution for a business with a strong developer team.

Pros

It has both CCaaS and UCaaS and is a leading provider. I was one of the first users years ago. They innovate well

Cons

It is a very complex solution that involves integration challenges every time. It is expensive for using with 3rd party products

my
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mawj y.

Insurance, 51-200 employees

Used daily for 2+ years

Review source

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

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Genesys Cloud Review

Reviewed 3 years ago
Pros

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

Initially it was a bit clunky, and it took a while to get here. Right now the only thing I dont like is the cost of the product going up so much.

TC
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Tashwill C.

Facilities Services, 10,001+ employees

Used daily for 2+ years

Review source

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

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PureCloud Review

Reviewed 4 years ago
Pros

PureCloud is a great product, very agile and innovative and love the "almost" cloud based architecture

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

gW
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garth W.

Insurance, 51-200 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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Contact centre gold

Reviewed 4 years ago

Having viability of incoming calls agent status and good reporting tools comes out of the box with Purecloud.

Pros

The software is intuitive and there is little to learn if you have some experience in contact centre solutions.

Cons

A few custom reports are not yet available.

AS
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Andrew S.

Higher Education, 1,001-5,000 employees

Used daily for 1-2 years

Review source

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

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Great Contact Center Software

Reviewed 6 months ago

Genesys solved the problem of excessive call volume by providing more options to communicate with our customers. Also has assisted greatly with reporting and analytics.

Pros

The user friendly layout, and easy to navigate dashboard, makes for an easy user experience and very easy to train and assist when questions arise.

Cons

Salesforce integration is not the most intuitive.

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Sam O.

Verified reviewer

Airlines/Aviation, 201-500 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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Feature Rich, easy to use Telephony Systemz

Reviewed 2 years ago

Genesys Cloud has been amazing for our company since moving across from PureConnect. In this new "Work from Home" world we live in, it has been a massive contributor and backbone to our strategy and has allowed us to continue operating successfully during the Covid period.

Pros

It is very easy to find my way around, make quick changes on the fly and administer from anywhere in the world. The amount of new features coming out weekly was also a huge selling point for us and watching the system grow and evolve has been fantastic.

Cons

I would like a few more fine-grained features such as being able to customize the hold experience per flow and being able to take some of the global features and making them IVR/queue based due to requirements of different brands that I manage.

MS
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Michael S.

Higher Education, 10,001+ 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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Effective, easy to configure software for mid-sized contact centres

Reviewed 5 years ago

PureCloud has helped us modernize and improve how we interact with our customers. It has opened new channels to connect with us, and allows us to continue updating and improving the client experience. For the business, our Agents have a clean interface that lets them focus on the clients, our Supervisors are empowered to monitor and manage their teams, and our Administrators can respond quickly to changing demands.

Pros

The software was easy to configure, but powerful enough to handle significant customization for our groups. Interface is intuitive for our agents, and the features for call routing have allowed us to streamline the call-handling process. We have a half-dozen different teams using the platform, and each has unique features to meet their needs. As an administrator, changes can be made quickly to almost...

Cons

Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find. Reporting capabilities are sufficient but inflexible. A relatively small number of out-of-box reports are available, and there are some key measures missing from those provided. Access of the raw data through the API allows more flexibility,...

TP
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Teri P.

Computer Software, 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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PureCloud is easy to navigate and I appreciate that there are continuous improvements being made.

Reviewed 5 years ago

Ease of connecting all my agents and the ability to easily move agents as needs changed. Adding customers quickly and being able to provide dedicated, specific customer service for their customers. Also, being able to have control of changing messages. In my previous software I was supposed to provide 24 hours notice if I wanted the inclement weather message played because we needed to close - we are in Wisconsin - we don't really decide to just close 24 hours in advance, we wait and see if it is really necessary and then proceed. Having that ability to change with changing/time sensitive situations also extremely helpful.

Pros

Hands down - ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for Outbound, Email/Chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without...

Cons

I would have to say my greatest pain point is reporting. Canned reporting within PureCloud is limited and there have been minimal modifications made here. The data is available through the API but without having that resource internally, I rely heavily on running my own data for the operation from contact center stats to generating information for invoicing clients that we provide 3rd party contact...