Genesys Cloud CX
About Genesys Cloud CX
Genesys Cloud CX Pricing
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.
Starting price:
$75.00 per month
Free trial:
Available
Free version:
Not Available
Most Helpful Reviews for Genesys Cloud CX
1 - 5 of 226 Reviews
Bernard
Retail, 11 - 50 employees
Used more than 2 years
OVERALL RATING:
5
Reviewed June 2021
Good but complex solution for cloud
Sam
Verified reviewer
Airlines/Aviation, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2021
Feature Rich, easy to use Telephony Systemz
Genesys Cloud has been amazing for our company since moving across from PureConnect. In this new "Work from Home" world we live in, it has been a massive contributor and backbone to our strategy and has allowed us to continue operating successfully during the Covid period.
PROSIt is very easy to find my way around, make quick changes on the fly and administer from anywhere in the world. The amount of new features coming out weekly was also a huge selling point for us and watching the system grow and evolve has been fantastic.
CONSI would like a few more fine-grained features such as being able to customize the hold experience per flow and being able to take some of the global features and making them IVR/queue based due to requirements of different brands that I manage.
Reason for choosing Genesys Cloud CX
It was the best option for fitting our needs. It had enough features without being overly complicated and was cloud based and offered a work from home solution.
Reasons for switching to Genesys Cloud CX
We used Genesys (Interactive Intelligence) Connect for 4 years prior to moving onto Genesys Cloud. We experienced a ton of downtime, and the SIP devices kept unregistering themselves with the server. The upgrades were infrequent and pricey. We had to do them outside of hours and were here until two a.m. on some occasions trying to complete the upgrades both on the servers and the software on the PC. The software had about six different components which all had to be installed. Genesys Cloud now just loads up on the browser and all updates are handled server side. We have no hardware to manage other than a couple of Edge devices, which almost manage themselves.
Nafees
Banking, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2023
Great Software
Its been a great experience and business is really happy so far.
PROSGreat feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere
CONSWFM and WEM needs little more lift to compete with industry leaders
Reason 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
Anonymous
51-200 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
4
FUNCTIONALITY
4
Reviewed March 2020
A Step Up From Previous Call Center Software, But Prone To Errors
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.
PROSPureCloud 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.
CONSProne 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.
Daniel
Telecommunications, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed January 2024
Genesys Cloud CX
Lots of contact center functionality. User friendly interface.
CONSSlow responses from support on open tickets.