Genesys Cloud CX

4.4
Overall rating
Reviews

4.4
Overall rating
Reviews

About Genesys Cloud CX

Genesys Cloud CX cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so users have actionable insights to address customers problems with ease on any channel, at any moment, beyond just the call center. Genesys Cloud CX is trusted by various small, medium and large enterprises and recognized as an industry leader across the globe. With pervasive automation, businesses can take the right action at the right time to create the best outcome. With Genesys Cloud CX, organizations can give their employees the information they need in one application built to engage employees and enhance the team’s performance. Use Genesys Cloud CX as an all-in-one application, easily add various packaged integrations, or customize the platform as per the requirements. It deploys in days and continually innovates with upgrades each week. Additionally, with real-time dashboards and up-to-the-second analytics, Genesys Cloud CX provides the insights required to run your business—no matter where the agents are located.
Genesys Cloud CX Software - Genesys Cloud CX customer profile
Genesys Cloud CX Software - Genesys Cloud CX queue activities
Genesys Cloud CX Software - Genesys Cloud CX active interactions
Genesys Cloud CX Software - Genesys Cloud CX active interactions contact center dashboard
Genesys Cloud CX video
Genesys Cloud CX Software - Genesys Cloud CX customer profile - thumbnail
Genesys Cloud CX Software - Genesys Cloud CX queue activities - thumbnail
Genesys Cloud CX Software - Genesys Cloud CX active interactions - thumbnail
Genesys Cloud CX Software - Genesys Cloud CX active interactions contact center dashboard - thumbnail

Genesys Cloud CX pricing

Genesys Cloud CX does not have a free version and does not offer a free trial. Genesys Cloud CX paid version starts at US$75.00/month.

Starting Price:
US$75.00/month
Free Version:
No
Free trial:
No

Alternatives to Genesys Cloud CX

Genesys Cloud CX Reviews for UK Users

Feature rating

Value for Money
4.1
Functionality
4.2
Ease of Use
4.4
Customer Support
4.0
5 reviews of 243 View all reviews
Glen
Glen
  • Industry: Dairy
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 06/08/2024

Genesys Cloud provides agility and continuously improves.

We love Genesys Cloud and it's constantly improving.

Pros

Genesys Cloud provides a live platform where we can take immediate action in a fast-paced environment, which is something we haven't had the ability to do in the previous telephony system we had. And the insights that it provides is invaluable.

Cons

Some metrics can be hard to find, however this space is constantly improving. Also we found calling people internally (both users having Genesys Cloud), means we are not able to retain a recording.

Patience
  • Industry: Utilities
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 23/07/2024

Managing Complexity

We have an extensive roadmap for the next year to incorporate more of the tools available to us with Genesys. Overall the experience has been positive but plan plenty of time for learning and education.

Pros

Our Contact Center is uniquely complex in that we have hundreds of queues. Genesys has allowed us to better manage those queues in a cost effective manner. We have the tools we need to operate our business successfully, we've realized improvements in workforce management and therefore customer satisfaction since the switch.

Cons

We launched Genesys in 2020, so our experience at setup is likely the exception, we struggled to get the support and education necessary to fully realize the benefits of this powerful software. It set us behind and we've been playing catch up to update and restructure.

Alejandra
  • Industry: Computer & Network Security
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
4

5
Reviewed on 21/01/2025

Genesys CRM CX Makes the difference

Timeline of the project si half the usual timeline from other vendors. Easy to use and intuitive for users. The payback, once implemented, as a multi-channel tool is awesome.

Pros

Fast and easy to implement. Lots of functionality and great APIs to integrate with almost anything.

Cons

Pricing is high. You must do a Business Case to evaluate ROI and TCO.

Jon
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
3
Customer Support
5

3
Reviewed on 29/11/2024

Genesys is powerful, but difficult integration

Overall, it was quite a challenge integrating Genesys to our sites, but they did over support to help us through our integration challenges

Pros

A powerful live chat too to integrate with your sites so your customer can get quick support

Cons

Difficult to integrate on to your site, documentation was lacking for us

Liam
  • Industry: Insurance
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
4
Customer Support
1

4
Reviewed on 25/10/2024

Good system for overall use

Largely positive. We have been disappointed with lack of sophistication for outbound dialling campaigns. Given our previous software could deliver this with ease

Pros

Modern features and omnicentre. Frequent patch updates.

Cons

Lacks sophisticated outbound dialling. We require reverse priority so newest contact is highest priority but the system struggles with this.

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