--- title: "Genesys Cloud CX Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Genesys Cloud CX. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Genesys Cloud CX is a good fit for you!" source_url: "https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [AI Agents for Customer Support Software](https://www.softwareadvice.com/category/5207-ai-agents-for-customer-support/) / [Genesys Cloud CX](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/) / Genesys Cloud CX Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/) Reviews [Alternatives](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/alternatives/) # Genesys Cloud CX User Reviews ## Reviews summary - Overall rating: 4.3/5 - Total reviews: 270 ### Secondary ratings - Ease of use: 4.4/5 - Customer support: 4.0/5 - Value for money: 4.1/5 - Functionality: 4.2/5 ### Rating distribution - 5 stars: 138 reviews (51%) - 4 stars: 98 reviews (36%) - 3 stars: 23 reviews (9%) - 2 stars: 5 reviews (2%) - 1 star: 6 reviews (2%) ### Most mentioned pros - It does a good job of syncing across devices which suits how I work between desktop and mobile throughout the day. - Genesys CX is a robust platform for workforce management, offering solid forecasting, scheduling, and analytics tools that streamline our processes. - Its cloud-based setup allows for quick deployment and flexibility, which is ideal for businesses of all sizes, especially those with remote teams. ### Most mentioned cons - There is also a heavy reliance on internet access, and the lack of meaningful offline capability can be frustrating when you are on the go. - It is quite a high price point & the learning curve is quite steep which requires a lot of training to get over the curve - If I am being honest, it feels quite clunky and not particularly modern in terms of its out of the box experience. ## Genesys Cloud CX customer reviews Showing reviews 1-25 of 270 (page 1). ### Genesys Cloud CX is Still Great! - Overall rating: 5/5 - Reviewer: Dennis d. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: Self-Employed - Product usage: Used weekly for more than 2 years - Reviewed: July 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall I love Genesys cloud and it's been a good experience over the past few years. It's extremely powerful and flexible. Even more so than many of its competitors. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Genesys cloud is super flexible and easy to use. It's becoming a power house of AI and integrations with so many services. #### Cons There's is a fairly large barrier to entry for someone who isn't trained and familiar with the product. --- ### Improving the quality of service provided to customers. - Overall rating: 5/5 - Reviewer: Saskia M. - Verified reviewer: Yes - Industry: Restaurants - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: September 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Our five insurance companies now employ a multichannel marketing strategy that combines inbound and outbound efforts to reach new and existing clients. In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system and a third-party Livechat to one that incorporates chat, SMS, and email. The downtime problems of the previous system were also addressed by Genesys. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Genesys cloud cx has been an invaluable asset to our company as the industry's leading cloud contact center platform. The fact that it may be easily modified to meet your specific needs is another plus. It's constantly up-to-date, and it takes very little time and work to put into deployment. I'm satisfied with its overall performance, and I must say that it's unusual to come across such a fantastic, bug-free, and straightforward platform. #### Cons We finally found a means to communicate without breaking the bank with Genesys cloud cx. It's something I'd suggest for companies of any size. #### Reasons for switching to Genesys Cloud CX By centrally managing and coordinating all of our in-house communication platforms, Genesys Cloud CX has drastically improved our efficiency and saved us countless hours every week. We can improve our accessibility to consumers by providing them with a more tailored experience of interaction with this technology. --- ### Solid Platform for Customer Support Documentation - Overall rating: 5/5 - Reviewer: Nadra W. - Verified reviewer: Yes - Industry: Facilities Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2026 - Review source details: This review was submitted organically. No incentive was offered Genesys Cloud CX is a powerful and reliable platform that has greatly improved how our team manages customer interactions. Its cloud-based setup allows our schedules to sync more effectively. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I like how Genesys now has CoPilot added. It makes it so much easier to wrap up a call and its specifics. #### Cons Troubleshooting issues often requires waiting for support rather than fixing things yourself. Getting the reports you actually need takes way more steps than it should. --- ### The best contact center I have worked with. Great for scaling up sales. - Overall rating: 5/5 - Reviewer: Oliver R. - Verified reviewer: Yes - Industry: Events Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Best software for managing communication. I am happy with it and sticking with it. It provides all the support and services we needed. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Simple to use and offers first-class connectivity. Makes calling so much quick by integrating it with other platforms. Absolutely friendly customer support making the quality much better. Moreover, all the features can be managed by admin dashboard giving full control. #### Cons Now I do not have problems with this tool. However, during purchasing and launching, I needed assistance from their team just to be sure that I was doing the right thing. --- ### Genesys Cloud CX Review: Agile, All-in-One CX Platform - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Banking - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered My experience is smooth, modern UI; intuitive for basic tasks, though advanced setups need technical skill. Scalable for all business sizes. Future-proof, enterprise-grade CX hub. Ideal for digital-first brands but needs IT commitment for complex use cases. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros This is True omnichannel (voice, chat, email, social) in one platform. AI/ML tools (predictive routing, sentiment analysis) boost efficiency. Rapid innovation with monthly updates. #### Cons I think high TCO and Advanced workflows require developer expertise. Also it's Regional Language AI - Hindi/Tamil/Marathi NLP accuracy dips vs. English, slowing vernacular customer support. Not offer pure on-prem. --- ### Comprehensive and User-Friendly Customer Experience Solution - Overall rating: 5/5 - Reviewer: Janelle B. - Verified reviewer: Yes - Industry: Insurance - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The overall experience with Genesys Cloud CX is generally positive, especially for businesses looking to streamline their customer service operations. The platform’s user-friendly interface makes it easy for agents and admins to manage customer interactions across multiple channels. Its cloud-based setup allows for quick deployment and flexibility, which is ideal for businesses of all sizes, especially those with remote teams. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Genesys works well for remote teams and integrates with other systems, all while keeping costs down by removing the need for a lot of IT maintenance. The features offered is amazing #### Cons Despite its many strengths, Genesys Cloud CX has a few downsides. Some users experience a learning curve when navigating advanced features or setting up customized workflows. Additionally, while the platform offers powerful integrations, working with third-party systems can sometimes be complex or limited. For smaller businesses, the subscription fees and costs for premium features may be a bit high. Occasional system bugs or downtimes have been reported, which can disrupt operations, and support response times for non-critical issues can sometimes be slower than expected. --- ### Genesys is the best contact center software - Overall rating: 5/5 - Reviewer: cody c. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Very professional company, great software, and overall amazing reporting on stats. Great for managing contact center. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Genesys cloud is a very incredible tool for contact centers, great software for navigating calls. Easy to use and great for stat reporting and analytics. #### Cons At times learning the ways to transfer calls, and just learning the ins and outs took time. However after a little bit of exploring you can pick up what you need. --- ### GENESYS REVIEW - Overall rating: 5/5 - Reviewer: COURTNEY M. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: May 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I LOVE GENESYS. IT IS SO VERY USER FRIENDLY. BEING ABLE TO SEE MY PRODUCTIVITY IS A GREAT PRO TO THE SOFTWARE. #### Cons I JUST WISH THAT MY COMPANY WOULD ACTUALLY USE THE SCHEDULE PART OF GENESYS. THERE IS ALSO A GROUP CHAT THAT IS ACTIVE, BUT NO ONE CAN LEAVE IT. IT WOULD BE GREAT TO BE ABLE TO REMOVE MYSELF FROM THAT. --- ### Overall good option for recorded employee calls, could use some updates - Overall rating: 4/5 - Reviewer: Sharon W. - Verified reviewer: Yes - Industry: Insurance - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Overall generally good experience. It would be very helpful to allow employees to customize caller ID without adding on expensive feature for the entire company. Easy to review calls with recording feature. Menu to change options is a bit antiquated and time consuming. Would be helpful to add user options to a menu instead of dialing in. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 3/5 #### Pros Easily access call history, voicemails all in one place, works well with current work system #### Cons No ability to customize caller ID without purchasing extras for the entire company --- ### Genesys Cloud is an excellent platform - Overall rating: 5/5 - Reviewer: Brenda V. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Excellent training materials and training. Very easy to use because everything is already built - complete cloud solution. The latest version and updates have been great. It has everything we need. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Cons Reporting could be improved. Other than that, there is absolutely nothing to dislike about Genesys Cloud CX. --- ### Great Software - Overall rating: 5/5 - Reviewer: Nafees A. - Verified reviewer: Yes - Industry: Banking - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: March 2023 - Review source details: This review was submitted organically. No incentive was offered Its been a great experience and business is really happy so far. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Great feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere #### Cons WFM and WEM needs little more lift to compete with industry leaders #### Reasons for choosing Genesys Cloud CX features, ease of build and support. #### Reasons for switching to Genesys Cloud CX Needed to move to the cloud instead on-prem to a system with more features and avoid upgrades every so often --- ### Genesys Cloud CX review - Overall rating: 5/5 - Reviewer: Diana G. - Verified reviewer: Yes - Industry: Financial Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2023 - Review source details: This review was submitted organically. No incentive was offered less hardware print in our data centers. A lot more ease of use for our end users. Integrations from 3rd parties with Genesys. API driven. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros the ease of use from Engineering, administration, and end user perspective. Also, all omnichannel offered in one UI. #### Cons most of the time support. It can take some time to get them on the same page with you regarding concerns or issues. #### Reasons for switching to Genesys Cloud CX not very streamlined with their offer of one UI platform for omnichannel --- ### Great Product, Highly Recommended - Overall rating: 5/5 - Reviewer: Kris W. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2024 - Review source details: This review was submitted organically. No incentive was offered We have had great success moving several departments to the product. Our customers have benefited from modern, streamlined communication channels. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The alignment of multiple communication channels makes managing our call center staff and monitoring customer interactions easily manageable in real time. #### Cons The chat product is very rigid and not easily adapted to different business needs. #### Reasons for switching to Genesys Cloud CX Consolidate our communications on the same platform company-wide. --- ### G Cloud - Overall rating: 4/5 - Reviewer: Kymberli O. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2020 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### 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. #### Reasons for switching to Genesys Cloud CX We needed more multi-channel forms of communication with our clients/members/customers. --- ### Administrator - Overall rating: 4/5 - Reviewer: Rodrigo A. - Verified reviewer: Yes - Industry: Banking - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2021 - Review source details: This review was submitted organically. No incentive was offered It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed. #### Cons Integrations with other legacy products have been an inconvinience. #### Reasons for choosing Genesys Cloud CX Integration performance. Drive innovation Reduce time to market Cost management #### Reasons for switching to Genesys Cloud CX -Technical evolution -Overall cost -Strong user community -Product functionality and performance --- ### Great to use for the most part - Overall rating: 5/5 - Reviewer: Lyn R. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like that you can pop out a little window to make it easier to use it while using other apps. #### Cons Sometimes the headphones have a difficult time connecting or they will disconnect during a call. --- ### Genesys Cloud experience - Overall rating: 5/5 - Reviewer: Mohammed Hareez S. - Verified reviewer: Yes - Industry: Financial Services - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I would definitely recommend genesys cloud to everyone #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros we use Genesys cloud to interact with customers via calls and emails and its so far the best #### Cons Sometimes it takes some extra time to load files from customers --- ### Standard call center ops management - Overall rating: 4/5 - Reviewer: Ryan W. - Verified reviewer: Yes - Industry: Financial Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: October 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Genesys CX is a robust platform for workforce management, offering solid forecasting, scheduling, and analytics tools that streamline our processes. The AI-driven predictions and automation features are especially useful for managing staffing and schedules efficiently. However, the platform does come with a learning curve, and some customization options can be complex. Despite this, it provides valuable insights and flexibility that make it a reliable choice for handling workforce needs in a dynamic contact center. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros As a Workforce Management Analyst, Genesys CX has been a solid tool for managing our team. The AI-driven forecasting is generally accurate, helping us keep staffing balanced. Scheduling is efficient, with automation and self-service options that save us a lot of time. The reporting and analytics provide valuable insights into team performance, making it easier to communicate metrics to management. While the platform has a learning curve and could improve on integrations, overall, Genesys CX is a reliable choice for streamlining workforce management. #### Cons What I like least about Genesys CX is its learning curve and the complexity of customization. While it offers powerful tools, setting everything up initially can be overwhelming, especially for new users. Also, the platform’s integration capabilities could be more flexible—it’s strong with popular CRMs, but we occasionally hit limitations when working with more specialized tools. --- ### An Honest Review... - Overall rating: 5/5 - Reviewer: April U. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2023 - Review source details: This review was submitted organically. No incentive was offered I have loved using the product and working with the professional services team. I will say support is a little slower than I would like but I am go getter and work faster than most. Patience is not my best quality :) #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros The ease of use and simplicity of the user interfaces is a BIG point for me. We run a busy call center and being able to deploy and train new features quickly was very important. Genesys CX allowed us to do just that. #### Cons The biggest complaint I have had was the lack of integration with HR systems BUT that is now ready or almost ready to be deployed. I would also like to see more feature enhancements like the tracking absenteeism. --- ### PureCloud is easy to navigate and I appreciate that there are continuous improvements being made. - Overall rating: 4/5 - Reviewer: Teri P. - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2017 - Review source details: This review was submitted organically. No incentive was offered Ease of connecting all my agents and the ability to easily move agents as needs changed. Adding customers quickly and being able to provide dedicated, specific customer service for their customers. Also, being able to have control of changing messages. In my previous software I was supposed to provide 24 hours notice if I wanted the inclement weather message played because we needed to close - we are in Wisconsin - we don't really decide to just close 24 hours in advance, we wait and see if it is really necessary and then proceed. Having that ability to change with changing/time sensitive situations also extremely helpful. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Hands down - ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for Outbound, Email/Chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call back a different number. We are also able to house all supporting documents within the software - so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PureCloud as we were maxing out and having a difficult time going up/down in seats and be agile about it previously easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PureCloud through the step-by-step directives. I also really like that there are improvements being made daily to PureCloud (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product. #### Cons I would have to say my greatest pain point is reporting. Canned reporting within PureCloud is limited and there have been minimal modifications made here. The data is available through the API but without having that resource internally, I rely heavily on running my own data for the operation from contact center stats to generating information for invoicing clients that we provide 3rd party contact center services for. This is a sticking point for me. Additionally, the script writer is a bit cumbersome - improvements are coming on this one, but at this point I don't load a full script, I only screen pop information regarding the account because it is difficult to build and have it make sense for what I need it for. Biggest issue? Everything is plain text so all my bold, colorized, hyperlinked etc. all disabled. --- ### Happily Migrating From Genesys PureConnect To Genesys Cloud - Overall rating: 5/5 - Reviewer: Brian J. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: October 2022 - Review source details: This review was submitted organically. No incentive was offered As the Ascension Technologies contact center standard, Genesys Cloud equips Ascension with an industry-leading, flexible, reliable all-in-one omnichannel contact center and communications solution. Our Genesys application has been positioned to provide our lines of business with full interaction (call/callback/voicemail/email/chat/SMS) queuing, self-service, & recording capabilities, as well as automated outbound dialing, CRM/EHR/EMR integration, workforce management/engagement tools, end-to-end reporting/analytics, and 24x7 technical support & consulting. By unifying communications & data availability across Ascension, we are reducing complexity, simplifying administration, improving efficiency, and reducing total cost of ownership--all without disrupting existing systems. This has proven key to delivering a consistent associate/patient experience for our users. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The application is much easier to administer, manage call flows, and expand to other lines of business. We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality. The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA. #### Cons As with any product, there are some lacking features/functionality, but the roadmap seems promising. We still struggle a bit with the Support process, and would suggest more live hands-on troubleshooting upfront rather than relying solely on uploading log files and videos of the replicated issue. #### Reasons for switching to Genesys Cloud CX Reduces on-premise maintenance expenses plus PureConnect has reached end of life. --- ### Perfect for call centers - Overall rating: 4/5 - Reviewer: Lizandro H. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: November 2023 - Review source details: This review was submitted organically. No incentive was offered I'd say it was overall an 8 out of 10. It's important to have call recordings but the use of it was easy. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros How easy and quick it is to dial numbers in just one click. Also the transfer tool was friendly and very optimal. Easy to use. #### Cons The call quality and the recording of the calls were sometimes not heard. --- ### Not a Big Fan - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Automotive - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 2/5 #### Pros Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to use. In terms of profile information for agents it works well. I think the Queue activity is a good function of the software and allows me to monitor the status of inbound calls easily enogh. #### Cons I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though). My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem. #### Vendor response Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at lara.booth@genesys.com (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth Replied September 2018 --- ### Can help businesses optimize customer service and improve customer satisfaction - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2023 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Functionality: 3/5 #### Pros Provides a user-friendly interface that makes it easy to navigate and manage customer interactions and offers a variety of integrations with third-party applications, such as CRM and workforce management software, which can help improve efficiency and streamline workflows. #### Cons May require significant customization to fit specific business needs, which can be time-consuming and costly and can be challenging to manage large volumes of customer data and interactions, particularly without proper training or expertise. --- ### Smooth Operator - Overall rating: 5/5 - Reviewer: Song Kean T. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: April 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. A telephony tool that works and delivers #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Features rich tool to enable smooth customer service operation, inbound call recording and phone queues management. Configurable dashboard set-up #### Cons No notification to the users when it is disconnected due to network instability ## More reviews [Next reviews](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/reviews/?page=2) --- Genesys Cloud CX Reviews, Pros and Cons - 2026 Software Advice