Audience

Businesses of all sizes in all industries seeking a cloud-based platform that offers tools and services to help businesses manage customer experience, workforce engagement, and business operations.

About Genesys Cloud CX

Genesys Cloud CX is a comprehensive, cloud-based contact center solution designed to deliver exceptional customer experiences across various communication channels. Built with scalability and flexibility in mind, it integrates voice, chat, email, social media, and messaging platforms into a unified interface. The platform leverages advanced AI and analytics to provide real-time insights, automate routine tasks, and personalize interactions, ensuring efficient and effective customer engagement. With its robust workforce management tools, businesses can optimize staffing and performance while maintaining high service standards. Genesys Cloud CX is designed for seamless deployment and adaptability, making it an ideal solution for organizations of all sizes looking to enhance their customer service capabilities.

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Pricing

Starting Price:
$75 per user per month
Free Trial:
Free Trial available.

Integrations

See Integrations

Ratings/Reviews - 4 User Reviews

Overall 4.8 / 5
ease 5.0 / 5
features 5.0 / 5
design 5.0 / 5
support 4.2 / 5
More Reviews for Genesys Cloud CX Write a Review

Company Information

Genesys
Founded: 1990
United States
www.genesys.com

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Product Details

Platforms Supported
Cloud
Windows
Mac
iPhone
iPad
Android
Training
Documentation
Live Online
Webinars
In Person
Support
24/7 Live Support
Online

Genesys Cloud CX Frequently Asked Questions

Q: What kinds of users and organization types does Genesys Cloud CX work with?
Genesys Cloud CX works with these users and organization types: Mid Size Business, Small Business, Enterprise, Freelance, Nonprofit, Government, and Startup.
Q: What languages does Genesys Cloud CX support in their product?
Genesys Cloud CX supports these languages: English.
Q: What kind of support options does Genesys Cloud CX offer?
Genesys Cloud CX offers support via 24/7 live support and online.
Q: What other applications or services does Genesys Cloud CX integrate with?
Genesys Cloud CX integrates with: Agara, Aivo, AmplifAI, Appian Workforce Safety, AR Genie, Armour365, ASAPP, Augment CXM, Aura365, Automate365, Balto, Behavioral Signals, Blotout, Boost.ai, Bullseye Store Locator, C1 Connected Experience (C1CX), Call Journey, CallFinder, CDG Elements, Chatlayer by Sinch, ChatLingual, Pointel Genesys Configuration Management Solution, Cobrowse.io, Coeo, and Cogito and more.
Q: Does Genesys Cloud CX have a mobile app?
Yes, Genesys Cloud CX has a mobile app for iPhone, iPad, and Android.
Q: What type of training does Genesys Cloud CX provide?
Genesys Cloud CX provides training in the form of documentation, live online, webinars, and in person.
Q: Does Genesys Cloud CX offer a free trial?
Yes, Genesys Cloud CX offers a free trial.
Q: How much does Genesys Cloud CX cost?
Pricing for Genesys Cloud CX starts at $75 per user per month.

Genesys Cloud CX Product Features

Auto Dialer

Call Center Management Supported
Call Recording Supported
Call Reporting Supported
Call Scripting Supported
Lead Management Supported
Power Dialer Supported
Predictive Dialer Supported
Preview Dialer Supported
Progressive Dialer Supported
Surveys Not Supported

Business VoIP

Call Recording Supported
Contact Management Supported
Encryption Supported
IVR / Voice Recognition Supported
Ring Groups Supported
SIP Trunking Supported
Unified Communications Supported
Voice Quality Enhancement Supported
Call Parking Not Supported

Call Center

Blended Call Center Supported
Call Logging Supported
Call Scripting Supported
Campaign Management Supported
Escalation Management Supported
Inbound Call Center Supported
Manual Dialer Supported
Outbound Call Center Supported
Predictive Dialer Supported
Progressive Dialer Supported
Real-time Chat Supported
Reporting/Analytics Supported
Call Recording Not Supported
Database Not Supported
IVR / Voice Recognition Not Supported
Queue Management Not Supported

Customer Engagement

Analytics Supported
Communication Management Supported
Feedback Collection Supported
Gamification Supported
Live Chat Supported
Video Content Supported
Churn Management Not Supported
Community Management Not Supported
Content Syndication Not Supported

Customer Experience

Action Management Supported
Analytics Supported
Customer Segmentation Supported
Dashboard Supported
Multi-Channel Collection Supported
Sentiment Analysis Supported
Text Analysis Supported
Trend Analysis Supported
Feedback Management Not Supported
Knowledge Management Not Supported
Survey Management Not Supported

Customer Satisfaction

Analytics Supported
Call Reporting Supported
Complaint Monitoring Supported
Feedback Collection Supported
360 Degree Feedback Not Supported
Survey Management Not Supported

Customer Service

Alerts / Escalation Supported
Appointment Management Supported
Knowledge Base Supported
Live Chat Supported
Performance Metrics Supported
Self Service Portal Supported
Surveys & Feedback Supported
Call Center Management Not Supported
Email Management Not Supported
Queue Management Not Supported
Social Media Integration Not Supported
Virtual Assistant Not Supported
Workflow Management Not Supported

Help Desk

Automated Routing Supported
Document Storage Supported
Email Integration Supported
Interaction Tracking Supported
Multi-Channel Communication Supported
Real-time Chat Supported
Self Service Portal Supported
Alerts / Escalation Not Supported
Community Forums Not Supported
Customizable Branding Not Supported
IT Asset Management Not Supported
Incident Management Not Supported
Knowledge Base Not Supported
Known Issue Management Not Supported
Live Chat Not Supported
Multiple Brands / Products Not Supported
Network Monitoring Not Supported
Service Level Agreement (SLA) Management Not Supported
Ticket Management Not Supported

IVR

Call Center Supported
Call Logging Supported
Call Recording Supported
Call Routing Supported
Multiple Scripts Supported
Phone Key Input Supported
Survey Management Supported
Text to Speech Supported
Voice Customization Supported
Voice Mail Supported

Live Chat

Canned Responses Supported
Proactive Chat Supported
Screen Sharing Supported
Third Party Integration Supported
Website Visitor Tracking Supported
Customizable Branding Not Supported
Geo Targeting Not Supported
Offline Form Not Supported
Transfers / Routing Not Supported

Predictive Dialer

Call Monitoring Supported
Call Recording Supported
Call Results Supported
Call Transfer Supported
Callback Scheduling Supported
Campaign Specific Caller ID Supported
Contact Management Supported
FCC Compliance Supported
FTC Compliance Supported
Lead Management Supported
Lead Capture Not Supported

Telephony

Call Center Management Supported
Call Monitoring Supported
Contact Management Supported
IVR / Voice Recognition Supported
Inbound Reporting Supported
Outbound Reporting Supported
Predictive Dialer Supported
Telemarketing Management Supported
VoIP Supported
Voice & Data Integration Supported
Auto-Dialer Not Supported

Unified Communications

Calendar Management Not Supported
Audio / Video Conferencing Not Supported
File Sharing Not Supported
Call Recording Not Supported
Multi-User Collaboration Not Supported
Call Routing Not Supported
Fax Management Not Supported
Mobile Access Not Supported
Chat / Messaging Not Supported
Voice Mail Not Supported

Workforce Optimization (WFO)

Workforce Management Not Supported
Performance Management Not Supported
Quality Management Not Supported
Interaction Analytics Not Supported
Real-time Guidance Not Supported
Liability Recording Not Supported
Surveying Not Supported
Speech Analytics Not Supported
eLearning Not Supported
Reporting Not Supported

Genesys Cloud CX Additional Categories

Genesys Cloud CX Verified User Reviews

Write a Review
  • Shajae B.
    Projects Executive
    Used the software for: 2+ Years
    Frequency of Use: Daily
    User Role: User
    Company Size: 10,000 - 19,999
    Design 5 out of 5 stars
    Ease 5 out of 5 stars
    Features 5 out of 5 stars
    Pricing 3 out of 5 stars
    Support 3 out of 5 stars
    Probability You Would Recommend? 10 out of 10

    "Genesys Cloud for all Call Centers "

    4 out of 5 stars Posted 2026-11-12

    Pros: What I like most about the product is that it integrates perfectly with Zendesk. When a call comes in you hear a ring before the line is connected. Then Zendesk pops up so you can log the customer query while simultaneously. In addition, Genesys Cloud is a great application for scheduling agents. Once schedules are published everyone can see their individual details. The software also allows you to see the average call time of the center. It is also great to forecast the volume of calls that the center can expect based on on history

    Cons: The only problem I have with the application is that it tends to drop calls if the internet speed is not “high”. This can affect the over productivity of the call center as there will be returning calls that were not addressed on First Contact.

    Overall: Overall the application gets the job done with scheduling agents seamlessly. It also allows agents to switch their schedules with each other. And it also integrates seamlessly with other applications as such Zendesk. Also, Genesys Cloud CX can tell how a call was disconnected. That is, if the agent hang up prematurely on the customer, if it was an internet issue or the customer disconnected themselves.

    Read More...
  • A Genesys User
    Senior Technical Support
    Used the software for: 1-2 Years
    Frequency of Use: Weekly
    User Role: User
    Company Size: 100 - 499
    Design 5 out of 5 stars
    Ease 5 out of 5 stars
    Features 5 out of 5 stars
    Pricing 5 out of 5 stars
    Support 5 out of 5 stars
    Probability You Would Recommend? 10 out of 10

    "All in one Support Dashboard"

    5 out of 5 stars Posted 2020-08-27

    Pros: #1- Genesys makes it easy to support the different platforms into one dashboard.
    #2- It makes it easy for support teams.
    #3- Productive Salesforce integration.
    #4- Easy to communicate with Genesys.

    Cons: #1- We had an overall positive experience with it.

    Overall: Genesys is an excellent platform for the contact center to gives support on multi-platforms. It allows us to centralize our email, social media and chats requests in Genesys's dashboard. It helps our support team to work collaborate and effectively.

    Read More...
  • A Genesys User
    Manager
    Used the software for: 6-12 Months
    Frequency of Use: Daily
    User Role: User
    Company Size: 26 - 99
    Design 5 out of 5 stars
    Ease 5 out of 5 stars
    Features 5 out of 5 stars
    Pricing 5 out of 5 stars
    Support 5 out of 5 stars
    Probability You Would Recommend? 10 out of 10

    "Advanced Contact Center hub"

    5 out of 5 stars Posted 2020-08-20

    Pros: Best to establish and maintain business contact centers from one hub. Powerful reporting. Internal knowledge base section. Intuitive chats. Client profiles and activities.

    Cons: It worked great for me. Nothing to share about cons.

    Overall: Genesys is an advanced customer engagement platform. It offers to manage and streamline contact center with ease. We can use this for both internal and external use. The reports are available in realtime.

    Read More...
  • Ryan L.
    Consultant
    Company Size: 100 - 499
    Design 5 out of 5 stars
    Ease 5 out of 5 stars
    Features 5 out of 5 stars
    Support 4 out of 5 stars
    Probability You Would Recommend?

    "Genesys Cloud CX review"

    5 out of 5 stars Posted 2018-09-10

    Pros: Genesys Cloud CX is a robust & solid contact center platform!

    Cons: N/A.

    Overall: I like that it includes:
    - IVR building tool and IVR minutes included
    - call center agent/supervisor/administrator included in every license
    - reporting and analytics
    - app store > "app foundry" for add-ons and integrations
    - blended agents
    - real-time and historical wallboards

    Read More...
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