About Genesys Cloud CX









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.
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Genesys Cloud CX Reviews for UK Users
Feature rating

- Industry: Dairy
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Utilities
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Computer & Network Security
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
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.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 1-5 months
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Review Source
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
- Industry: Insurance
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
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.