Genesys Cloud CX
About Genesys Cloud CX
Genesys Cloud CX is unique in how it helps you transform your customer experience - no matter where the customer conversation starts or ends. By connecting your entire contact center across your teams, tools, and interactions, you have the insight to address customers problems with ease. With intelligent experience orchestration, your customers feel understood, and your agents feel empowered. Differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture.
A contact centre infrastructure market leader, Genesys has decades of experience building solutions that embed customer experience (CX) at our core. Up-to-date with industry-standard security certifications, the Cloud solution ensures interactions seamlessly and securely support customer journeys for companies across the world—with user interfaces in 15 languages (more than any other software as a service (SaaS) customer experience cloud provider on the market).
Build better relationships with your customers with the all-in-one composable architecture that includes pervasive AI powering routing, journey analytics, omnichannel engagements, workforce engagement and more so you understand customer intent to deliver the best experience. Our platform is built using both API-centric and product-centric approaches, so you have the benefits from each all in one intuitive, simple user interface. We eliminate siloed data, so you have the critical insights necessary to deliver personalized, familiar service every time with minimal effort and simple IT management. Leverage actionable real-time data that drives efficiency in the contact center, enables predictive analytics, and results in the delivery of a more personalized customer experience.
Create the best experience for your customers and employees in any channel at any moment, beyond just the call center, with our composable architecture and the broadest innovative set of CX and EX capabilities, open APIs and expansive marketplace and ecosystem
Guide decisions on how and where to take the right action to create the best outcome by knowing your customers through smart automation across the customer journey.
Eliminate friction for your employees with smart, innovative solutions designed for the modern workforce.
Genesys Cloud CX deploys at lightning speed for quick time-to-value and instant scalability. The industry-first Genesys Cloud CX platform was built from the ground up on a microservices multi-tenant cloud architecture, allowing for not only rapid deployment options, but also continuous delivery of new functionality, and unsurpassed scalability and reliability.
A collaboration and unified communications suite that includes a browser-based softphone, company directory, content management system, video and chat tools, and optional VoIP telephony service rounds out an all-in-one platform for your business. But if you prefer to Bring Your Own Carrier (BYOC), a variety of on-premises cloud deployment models are available. Find your best fit with flexible subscription terms.
With our modern platform approach, you can see better engagement scores and increased consumer wallet share while reducing customer churn and employee attrition - without breaking the bank. Our customers benefit from outcomes such as remote work productivity, effective business process management, and consistent personalized experiences for customers. Genesys Cloud CX is trusted by thousands of small, medium and large enterprises and recognized as an industry leader across the globe.
Key benefits of Genesys Cloud CX
Call Centers have achieved 571% ROI with the Cloud solution: Get payback on your investment in less than 3 months.
Reimagine experiences that matter with our composable, all-in-one platform, you can arrange and rearrange your experience to meet customer and employee needs: Bring your CX vision to life with the broadest innovative set of CX, DX and EX capabilities, a rich set of open APIs and an expansive marketplace and ecosystem.
Know your customer: Our customer journey analytics and orchestration let you visualize, measure, and monitor across the consumer journey. Understand your data to drive decisions with AI that distills insights from the data across any touchpoint, any time, and any journey so you can react proactively and continuously deliver frictionless connected experiences, raising the experience bar.
Global Scale: Take your experiences anywhere in the world you operate, ensuring localization and compliance - without additional effort or risk. We support over 18 languages and safeguard data with proper compliance from the collection to access to storage. Whether a business operates in 2 countries, or 80, Genesys Cloud CX helps simplify delivery of consistent global experiences.
Automate successful outcomes: Using our conversational AI, your customers can interact with bots but in a natural way that understands sentiment and analyzes to accelerate resolution with smart, intent-driven automation. Our predictive routing and next best action analyzes behavior patterns and identifies the best outcome and agent match to ensure the best customer agent experience very time. Digital engagement automation rapidly identifies behavior patterns and informs orchestration decisions so you can proactively shape the customer journey by intervening at the right moment to easily match customer satisfaction and business objectives.
Innovate at scale: Genesys Cloud CX is designed for today’s user. Within an intuitive single interface and easy-to-use mobile application, employees can manage omnichannel customer interactions, see relevant interaction context and data, monitor performance, and receive personalized coaching for continuous improvement. Our AI-powered knowledge management ensures access to up-to-date information so you can answer questions before they are even asked whether it’s through a bot, an agent, or a search. Improve the employee experience with native workforce engagement management. Whether you are providing work life balance through AI powered forecasting and scheduling, guiding the customer interaction so employees can more proactively solve requests, or providing real-time guidance and gamification, you can unleash employee superpowers to exceed your business goals.
Total transparency: In the fast-paced world of customer support, the last thing you need is for your contact centre software to fail. We’re here to make sure that never happens. The Cloud team is committed to performance transparency. That’s why we provide straight-forward SLAs and a public facing status page with live updates and proactive notifications.
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Reviews
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- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Amazing business interaction system with mobility and flexibility
Reviewed on 14/12/2021
The experience with Cloud CX has been amazing. The backed end (architect) is very easy to use and...
The experience with Cloud CX has been amazing. The backed end (architect) is very easy to use and if you can work a visio diagram you can create a call flow. The baked in skill based routing and time of day route decisions is setup very well.
Pros
Our ability to run our entire phone system in the cloud and connect from any device with an active internet connection kept us in business through the initial pandemic shutdown. Not being tied to a physical location while having such a complete suite of features has been paramount to our success as an organization over the past couple of years.
Cons
I really do enjoy everything about the software including the new feature releases each month.
Alternatives Considered
Cisco AnyConnectReasons for Choosing Genesys Cloud CX
We wanted to move from a hosted on-premise solution to a cloud-based system.Reasons for Switching to Genesys Cloud CX
Features, pricing and ease of deployment- Industry: Insurance
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Genesys Cloud Implementation
Reviewed on 11/05/2021
Our overall experience has been good. We have built great relationships with Genesys support staff...
Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users. We have seen good movement with new capabilities since we moved over to the platform and have confidence that we will continue to be partners with Genesys to continue enhancing the product for years to come.
Pros
The fact that we could move all of our telephony (agents and non-agents) off of an on-premise solution and to the cloud in a very fast period of time was tremendous. The ability to shift all of the support out of IT and into the business has allowed us to optimize our customer's experience in a very agile manner. The buildout of each of the channels has been slow for us due to internal reasons, but we have many capabilities that we never had before moving to Genesys Cloud.
Cons
WEM and reporting are not ideal in Genesys Cloud. Genesys has continued to invest and enhance in these areas, but they have a way to go.
Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. We rely on Genesys to help us dive into those issues so that we can understand what causes them and learn to optimize our processes to avoid them in the future. Going through some pains here has taught us a lot but the issues themselves aren't ideal.
There have been some data lags when we have tried to access our data through the UI or APIs. This happens more frequently than we would hope for and causes some issues with managing our agents/call centers.
Alternatives Considered
NICE CXoneReasons for Choosing Genesys Cloud CX
To move away from on premise inflexible solutions to a cloud solution that could retire many different solutions and consolidate us to one. Additionally, to shift the support and ownership of the application out of IT and into the Business.Reasons for Switching to Genesys Cloud CX
There were a few reasons in regards to security, general functionality, and pre-sales communication/relationships.- Industry: Entertainment
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
A Step Up From Previous Call Center Software, But Prone To Errors
Reviewed on 20/03/2020
While PureCloud has had its frustrating glitches, I find that it works far better and more...
While PureCloud has had its frustrating glitches, I find that it works far better and more intuitively than previous call center software. Having access to a number of features all in one place, rather than spread out across multiple programs, truly provides ease of mind.
Pros
PureCloud allows fluid communication either across the call center floor, across town, or even across the state or country. It allows multiple utilities that previous software such as Presence did not allow for, such as callback and voicemail functionality, chat features and built in email clients. It becomes a one-stop shop for a call center looking to offer more outreach for customers. Having the ability to work from home, especially in times of crisis, is crucial and this is what PureCloud does best.
Cons
Prone to outages and glitches, though admittedly some of these could be due to network errors within the company. The email client is less than intuitive, and frequently seems to block out valuable attachments, which are important when working in a tech support role.
- Industry: Consumer Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
G Cloud
Reviewed on 25/08/2020
Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G...
Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle.
Pros
Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and innovative.
Cons
There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail. Specific configurations are not always playing nice with each other.
Alternatives Considered
Five9Reasons for Choosing Genesys Cloud CX
We needed more multi-channel forms of communication with our clients/members/customers.Switched From
Avaya UCaaS- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
A Cloud like no other
Reviewed on 02/06/2020
The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact...
The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.
Pros
I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.
Cons
A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.
Reasons for Choosing Genesys Cloud CX
It wasn't a contact center solution and there were also reliability issues.Reasons for Switching to Genesys Cloud CX
It offered a more well-rounded set of features. The outbound dialer was also superior on the Genesys Cloud offering.Genesys Cloud CX FAQs
Below are some frequently asked questions for Genesys Cloud CX.Q. What type of pricing plans does Genesys Cloud CX offer?
Genesys Cloud CX offers the following pricing plans:
- Starting from: US$75.00/month
- Pricing model: Subscription
- Free Trial: Not Available
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.
Q. Who are the typical users of Genesys Cloud CX?
Genesys Cloud CX has the following typical customers:
11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Genesys Cloud CX support?
Genesys Cloud CX supports the following languages:
Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Traditional Chinese, Turkish
Q. Does Genesys Cloud CX support mobile devices?
Genesys Cloud CX supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Genesys Cloud CX integrate with?
Genesys Cloud CX integrates with the following applications:
Azure Active Directory, Google Workspace, Jenkins, Microsoft Azure, OneLogin, Ping Identity, Pivotal Tracker, Salesforce Service Cloud, UserVoice, Verint Workforce Management, Zendesk Suite
Q. What level of support does Genesys Cloud CX offer?
Genesys Cloud CX offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for Genesys Cloud CX.
- Call Centre Software
- Telephony Software
- Contact Centre Software
- Customer Engagement Software
- Customer Service Software
- IVR Software
- Customer Experience Software
- Customer Satisfaction Software
- Help Desk Software
- Live Chat Software
- VoIP Software
- Predictive Dialer Software
- Auto Dialer Software
- Customer Communications Management Software
- Call Recording Software
- Collaboration Software