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Genesys Cloud CX Logo

Genesys Cloud CX

Software for faster, smarter, personal experiences

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(19)

Genesys Cloud CX Reviews - Page 7

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165 reviews

Recommended

AR
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Anonymous Reviewer

Verified reviewer

Civil Engineering, 5,001-10,000 employees

Review source

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

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PureCloud

Reviewed 4 years ago

Genesys is a great company that cares about the opinions of their customers.

Pros

Simple to setup a new instance. Easy to use admin features. No local hardware to manage.

Cons

It's still a pretty young product, so some features are still being heavily developed.

TW
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Teddy W.

Medical Practice, 11-50 employees

Used daily for less than 6 months

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

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Pure Cloud Engage

Reviewed 6 years ago

Great product with very comprehensive and flexible functionality Easy to use. Very user-friendly.

Pros

Technically superior

Cons

None

JO
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Jonathan O.

Utilities, 501-1,000 employees

Used monthly for 1-2 years

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

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PureCloud

Reviewed 3 years ago
Pros

The user interface is instinctive and so user friendly. Quick to pick up. A fantastic product.

Cons

Still to find something that I don't like. Compared to old product this is worlds apart

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

AR
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Anonymous Reviewer

Verified reviewer

Computer Software, 51-200 employees

Review source

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

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GenesysPureCloud

Reviewed 4 years ago
Pros

This software runs in the cloud environment and is very easy to install

Cons

I think cloud environment is not very safe

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Dominique L.

Verified reviewer

Used other for less than 6 months

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

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

Reviewed 5 years ago
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.

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Nancy B.

Verified reviewer

Information Technology and Services, 5,001-10,000 employees

Used weekly 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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Contact Center in the Cloud

Reviewed 4 years ago

Allows contact centers to offer multiple channels of support with ease and the ability to move services to the cloud.

Pros

Easy to navigate from both an admin, supervisor and agent perspective

Cons

Can’t really think of any cons yet. I am newly trained in selling it.

DR
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Doretha R.

Entertainment, 1-10 employees

Used weekly for less than 6 months

Review source

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

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Genesys is good

Reviewed a year ago

Can’t complain

Pros

It was able to dial and make outgoing calls easy

Cons

There was some glitches that caused it to drop calls

SB
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Stephanie B.

Veterinary, 5,001-10,000 employees

Used other for less than 6 months

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

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VERY FRUSTRATED

Reviewed 3 years ago

very poor

Pros

nothing so far since we are unable to set up the product SFDC bridge connector

Cons

we are trying to set up PureCloud to work with the SFDC bridge connector - not able to set this up and not support from Genesys

MM
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Mikaël M.

Verified reviewer

Telecommunications, 501-1,000 employees

Used other for less than 6 months

Review source

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

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PureCloud_Review

Reviewed 4 years ago
Pros

Time to Market, user interfaces, all in one platform

Cons

Integration with legacy applications, end user autonomy

KR
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Kathryn R.

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

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Integration Failure

Reviewed 6 years ago

Integration with Salesforce did not work as promised. Technical support is lacking on the business side.I have submitted this review based on only the free trial version.

Pros

No pros were added to this review

Cons

No cons were added to this review

CW
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Carlene W.

Medical Practice, 11-50 employees

Used other for less than 6 months

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

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Sales promises the moon then switches after contract signing

Reviewed 6 years ago

A disappointing choice waiting to get out of contract and switch to other product

Pros

There online information is extensive but needs to be organized to facilitate easy searching.. try google indexing methods

Cons

The sales staff, service staff , and billing staff are impossible . The technical staff are the most pleasant people.

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Tahsin A.

Verified reviewer

Information Technology and Services, self-employed

Used monthly for less than 6 months

Review source

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

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Simple and Powerful Contact Center in Cloud

Reviewed 2 years ago
Pros

The best thing is, it is really ready to go software for the contact centres, you can even start to work on day 2 with a simple integrations. As this is a SAAS platform, the updates from Genesys also really important and it seems they are doing this really good.

Cons

It's still a young product, so some features are still being developed.

AB
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Ankit B.

Mechanical or Industrial Engineering, 5,001-10,000 employees

Used monthly for less than 6 months

Review source

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

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Poor End user support

Reviewed 5 years ago

Not so good

Pros

Ease of use Technically superior Great product with very comprehensive and flexible functionality which makes works easier

Cons

Unreliable service 24x7, lack of ability to record and report on IVR data We experienced large scale loss of call center report data

DS
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Damir S.

Verified reviewer

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

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This reviewer only left a rating

Reviewed 4 years ago
Pros

No pros were added to this review

Cons

No cons were added to this review