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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 Pricing

Pricing overview

Value for money rating

4.1

/5

165

Price starts from

75

Per month

Flat Rate

Pricing options
Free plan
Subscription
Free trial

Pricing details

Cloud 1: $75USD per user, per month (annual payment available)

Cloud 2: $110USD per user, per month (annual payment available)

Cloud 3: $140USD per user, per month (annual payment available)

For enterprise-level planning, please contact Genesys for more information.

What users say

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.
What I like most is that is integrates all communication in one place, so we done have to invest in multiple softwares.

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Reviewers who mentioned pricing said:

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.

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

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).

AR
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Anonymous Reviewer

Verified reviewer

Retail,

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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I have been very pleased with the Purecloud product. The product is very easy to use.

Reviewed 5 years ago

We have seen a huge benefit with our ability to use the data to support our business case for our Call Centre. Integration has been easy and we have been able to improve our use of the system on a daily basis.

Pros

The ease of use for our Team Members to use the product has been very beneficial for us. Training our Team with the product is very minimal as they are able to answer calls with a simple click of the button.

Cons

We have been starting our Call Centre for the benefit of our Customers and our Retail Store locations. Due to the shopping patterns of our customers, we are finding the pricing model requiring some attention as we do not have employees working full time. Some of our employees will work 1 day a week and the return on an employee for working such minimal time is difficult to see how the Agent pricing model works for us.

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

Share this review:

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.

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Murat A.

Verified reviewer

Banking, 10,001+ 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 Pure Cloud

Reviewed 3 years ago
Pros

It is easy to use this product it is like a rock

Cons

Price policies are not flexible and scalable.

AR
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Anonymous Reviewer

Verified reviewer

Information Services, 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 recommend8/10

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It proves its value in pandemic of COVID-19

Reviewed 3 years ago
Pros

Cloud based solution with WebRTC client works perfectly when all agents need to work from home.

Cons

Reporting needs to be improved, because it's rigid and hard to customized.

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Jonathan J.

Verified reviewer

Retail, 501-1,000 employees

Used daily for 2+ years

Review source

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

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Purecloud 3 years later

Reviewed 4 years ago

We have brought onboard a number of our store locations to centralize the customers experience and let the store locations get back to what they do best, service the customers that are on-site. The scalability and the multi-channel options allows us to try different strategies and change to what our customers need from us, without having to bring on a new application or have multiple applications.

Pros

It's constantly evolving and providing new features.

Cons

It's an expensive product that struggles with concurrent licensing models and mixed license types.

RB
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Reynante B.

Outsourcing/Offshoring, 501-1,000 employees

Used daily for 6-12 months

Review source

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

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Safe ready to go Clound Contact Center

Reviewed 3 years ago

Overall experience has been great and support has been responsive. The only drawbacks are their lack additional reporting options and their price

Pros

Very easy to set up and manage. You can have any contact center up and running easily. Their admin page is very user friendly plus they have a very extensive resource and community portal.

Cons

Although they have a lot of available reports, they lack the ability to download more detailed reports and customize your reports. If you need the ability to do this you would have to pay more through their App Foundry. Purecloud is also at the high end of the price spectrum for user licensing.

GM
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Guiro M.

Insurance, 51-200 employees

Used daily for 6-12 months

Review source

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

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

Reviewed 5 years ago

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. Need to be focused on 3 or 4 KPI's by department. Workforce management tool is not easy to implement but with lots of energy, we understand more this feature.

CT
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Cory T.

Automotive, 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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The PureCloud Team has gone above and beyond with their customer service.

Reviewed 5 years ago
Pros

The PureCloud product is very easy to use. Navigating through the software is very user friendly and using the "help" features provide a great resource for insight. Reaching out to the community has been a great help for us as well.

Cons

We have based our call centre around part time shifts due to the demand of our business. The pricing model will have to be reviewed for our operations as we continue to grow.

LM
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Luca M.

Hospitality, 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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Felxible and reduce time to market

Reviewed 5 years ago
Pros

Ability to implement small-medium requests in short time and with low impact on IT dept. The continuous improvement on the platform is a plus.

Cons

Not sure about the handling of multi nations architectures. In some case is required to have one administrator handling several instances of the software for every single market.

RR
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Ray R.

Consumer Goods, 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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We have been a PureCloud customer for little over a year now. The platform has become more reliable.

Reviewed 5 years ago

Easy implementation, more attractive pricing and greater flexibility.

Pros

The ease of use. The software is very intuitive. The support has been forth coming for the last year.

Cons

The length of time to launch road map items. It has been a challenge being our premise based system offer more functionality and features.

ZA
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Zane A.

Financial Services, 11-50 employees

Used daily for 2+ years

Review source

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

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PureCloud

Reviewed 4 years ago
Pros

Great to make changes on the go, and for users working at home.

Cons

Pricing is a bit too high for small organizations.

JS
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Jorge S.

Security and Investigations, 5,001-10,000 employees

Used daily for 2+ years

Review source

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

Share this review:

There are better options

Reviewed 3 years ago
Pros

The software has a decent feature set but prices to high when compared to other companies in the same market

Cons

Support is not good, often takes too long to find solutions. Cost is high for what you get

RB
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Rogier B.

Consumer Services, 51-200 employees

Used daily for 6-12 months

Review source

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

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

Reviewed 5 years ago

- 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

DA
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Davit A.

Information Technology and Services, 201-500 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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One of the best

Reviewed 7 months ago

It fully meets our needs

Pros

Very reliable and suitable for most needs

Cons

Price is a bit high, but the product is premium and probably best available

JN
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Jim N.

Review source

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

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FaceBook meets your Call Center Agents

Reviewed 7 years ago

We are just starting on the product, but really like it. We only have a few agents on it now, but are piloting it further for more expansion. Our agents have said they really like how easy it is to use. The say that it reminds them of FaceBook for the workplace, but with their queues for calls, emails, chats and now Social & SMS. They're able to see if people are available, online and where they...

Pros

No pros were added to this review

Cons

No cons were added to this review

CR
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Catherine R.

Used daily for 6-12 months

Review source

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

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Implementation went smoothly. Works as advertised.

Reviewed 5 years ago
Pros

Good value for the price. Interactive Intelligence invested heavily in upgrades to functionality. Hopefully Genseys will continue doing this.

Cons

The agents don't like the login interface. And supervisors say that the dashboard could use an upgrade.

AR
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Anonymous Reviewer

Verified reviewer

Airlines/Aviation, 1,001-5,000 employees

Used daily for 6-12 months

Review source

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

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PureCloud allows seamless global routing

Reviewed 4 years ago
Pros

Simple user-friendly interface Drag and drop configuration Open API for customisation with other systems

Cons

pricing structure can be complex to understand

mm
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maria m.

Retail, self-employed

Used daily for less than 6 months

Review source

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

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good software adapted to the needs of the organization

Reviewed 6 months ago

I worked 6 months with the program for a call center company, and it really cost me the first few days to adapt, but a couple of orientations and constant handling were enough to learn how to use it.

Pros

I like the program, because it allows communication with the client, co-workers, it adapts to the needs of the organizations

Cons

handling is a bit complex, but most of its users work with the program for a large part of the day, so constant use makes it manageable.

HN
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Hoong N.

Used other for 6-12 months

Review source

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

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Great dealing with the team from Sales to implementation and Customer Success

Reviewed 5 years ago
Pros

Flexible - you can scale up or down depending on your needs. Cost effective and well documented API libraries

Cons

Native reporting was a little lacking and slightly cumbersome

AR
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Anonymous Reviewer

Verified reviewer

11-50 employees

Used weekly for 6-12 months

Review source

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

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Not good tool for team meetings

Reviewed 5 years ago
Pros

1. Easy to use tool for meetings 2. user interface is impressive 3. Regular updating the tool is a value addition

Cons

1. In a group you can not check whether a person is part of group untill unless he is online 2. Call not possible if group size is more than 6