Last updated on
Company health
Ratings
Genesys Cloud CX description
Genesys Cloud CX is a cloud-based call center and customer experience platform used by companies of all sizes to manage customer interactions across various channels like phone, email, chat, and social media. It offers tools for automation, workforce engagement management, and analytics to help businesses streamline their customer service operations and improve the customer experience. It stands out with its AI-powered features, including chatbots and predictive routing. Genesys Cloud CX promises a comprehensive and scalable solution for businesses to deliver exceptional customer service and drive loyalty.
Who is Genesys Cloud CX best for
Genesys Cloud CX is a robust, AI-powered customer experience platform ideal for businesses seeking a scalable solution for managing customer interactions across multiple channels. Users praise its omnichannel support, AI-driven features, and robust analytics. However, some users have noted occasional glitches and API limitations. Despite these drawbacks, Genesys Cloud CX remains a popular choice for businesses looking to enhance customer service and streamline operations.
-
Best for small, medium, and large businesses.
-
Ideal for Healthcare, Finance, Retail, and other industries.
Genesys Cloud CX features
| Supported Genesys Cloud CX supports skill-based routing to match customer needs with agent expertise. |
| Supported Genesys Cloud CX offers AI-powered chatbots for automated conversations and instant responses. |
| Supported Genesys Cloud CX offers advanced call routing features, including skills-based and intelligent routing. |
| Supported Genesys Cloud CX offers AI-powered automation features like predictive routing and agent assist. |
| Supported Genesys Cloud CX offers customizable reporting tools for data-driven decisions. |
| Supported Genesys Cloud CX supports language-based call routing. |
| Supported Genesys Cloud CX offers tools for performance management, team dynamics, and progress tracking. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Genesys Cloud CX reviews
We've summarised 1532 Genesys Cloud CX reviews (Genesys Cloud CX GetApp reviews, Genesys Cloud CX Software Advice reviews, Genesys Cloud CX Capterra reviews and Genesys Cloud CX G2 reviews) and summarised the main points below.
- The "Architect" tool is great for building custom call flows
- Regular platform updates and constant innovation, particularly in AI
- Flexible omnichannel support - covers voice, email, SMS, and chatbots
- Seamless integration with Salesforce and other CRM platforms
- Robust reporting and analytics features for data-driven decisions
- Occasional glitches and issues caused by background updates
- Some functionalities lack API availability, for example, Flow Journey Management
- The rollout of Architect flows to production can be problematic if IDs don’t match
- Some features can feel rushed, lacking documentation and requiring refinements after release
- Website could be more engaging
Genesys Cloud CX pricing
The commentary is based on 83 reviews from Genesys Cloud CX Capterra reviews, Genesys Cloud CX G2 reviews and Genesys Cloud CX Software Advice reviews.
Reviews indicate that Genesys Cloud CX pricing can be expensive, especially for smaller businesses. Some users mention difficulty coping with costs for individual features and a complex billing structure. However, many find the platform's robust features and scalability justify the investment, delivering a good return on investment.
Users sentiment
See the Genesys Cloud CX pricing page.
Genesys Cloud CX 1
For voice contact centers. Includes voice channel, call routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified communications, interaction recording, knowledge, native bots, predictive engagement, predictive routing, and Agent Copilot.
Genesys Cloud CX 2
For omnichannel contact centers with quality assurance and compliance built in. Includes digital channels, voice channel, omnichannel routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified communications, quality assurance and compliance, knowledge, native bots, predictive engagement, predictive routing, and Agent Copilot.
Genesys Cloud CX 3
For omnichannel contact centers with full WEM capabilities. Includes digital channels, voice channel, omnichannel routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified communications, employee performance, resource management, quality assurance and compliance, knowledge, native bots, predictive engagement, predictive routing, Agent Copilot, AI-powered forecasting and scheduling, and speech and text analytics.
Genesys Cloud CX alternatives
UJETBetter for retail and software companies. Grows much faster. More focused on AI-powered decision-making and robust security.Read more
Ameyo by ExotelBetter suited for sales and customer service teams. Has faster website traffic growth, but slower employee growth. More cost-effective option.Read more
CreatioBetter for workflow automation and no-code development. Has stronger momentum based on LinkedIn employee growth. A Genesys Cloud CX competitor focused on CRM and no-code platforms.Read more
DaVinciMore customizable but has less momentum. Lacks AI-powered automation and omnichannel support. Focuses on data security and control. A Genesys Cloud CX competitor and alternative.Read more
Glip by RingCentralBetter suited for team communication and collaboration than contact center functionalities. Lacks specific industry focus. Has significantly less momentum.Read more
RingCentral Contact CenterMore focused on simplifying customer service operations and improving efficiency through AI-powered features. Users praise the easy-to-use interface and mobile app. However, users note difficulties with support, call transfers, and call recording limitations.Read more
Genesys Cloud CX FAQ
What is Genesys Cloud CX and what does Genesys Cloud CX do?
Genesys Cloud CX is a cloud-based customer experience platform offering omnichannel customer engagement, workforce optimization, and AI-powered automation. It helps businesses manage customer interactions across channels like voice, email, and chat to improve customer service and operational efficiency.
How does Genesys Cloud CX integrate with other tools?
Genesys Cloud CX integrates seamlessly with various CRM platforms like Salesforce, and offers open APIs for custom integrations. It supports integrations for workforce optimization, analytics, and other business tools, enhancing its comprehensive customer experience platform.
What the main competitors of Genesys Cloud CX?
Top alternatives to Genesys Cloud CX include RingCentral Contact Center, NICE CXone, and Zendesk Support Suite. These platforms offer similar features like omnichannel routing, workforce management, and AI-powered automation for enhanced customer experience.
Is Genesys Cloud CX legit?
Yes, Genesys Cloud CX is a legitimate cloud-based contact center platform. It's known for its robust AI-powered features, omnichannel support, and integrations with popular CRM platforms like Salesforce. While some users mention occasional glitches, it is generally well-regarded for its comprehensive features and scalability.
How much does Genesys Cloud CX cost?
Genesys Cloud CX pricing starts at $75 per user per month for the CX 1 plan. The CX 2 plan is $115 per user per month, and the CX 3 plan is $155 per user per month. Several add-ons are available at additional cost, such as digital channels and workforce automation.
Is Genesys Cloud CX customer service good?
Genesys Cloud CX customer service receives mixed reviews. While generally praised for helpfulness and responsiveness, some users have reported slow response times, especially for complex issues requiring escalation. Others note the need for more proactive and readily available support channels.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.