Home » Help Desk Software » Genesys Cloud CX

Genesys Cloud CX

Tekpon Score

8.6

Genesys Cloud CX Reviews

& Product Details

What is Genesys Cloud CX?

Genesys Cloud CX is a comprehensive cloud contact center solution that seamlessly integrates customer and agent experiences across phone, email, chat, text, and social channels. It’s designed to enhance customer interactions through efficiency and empathy, significantly improving customer satisfaction and agent productivity. The platform boasts high average response rates and first-call resolution, along with a notable boost in agent productivity.

Key features of Genesys Cloud CX include an intuitive design for easy use and quick setup, unified customer experience and workforce engagement management enhanced with AI, and a composable, future-proof platform with native components, a vast partner ecosystem, and open APIs. It supports customer self-service with tools like speech-enabled IVR and chatbots and offers various digital channels support, including web messaging, email, and SMS.

Voice services are robust, including VoIP telephony and Bring Your Own Carrier (BYOC) options. The platform also provides efficient inbound and outbound routing capabilities, AI-driven predictive routing, and comprehensive workforce engagement tools for performance tracking and quality assurance. Unified communications are a key feature, catering to remote and distributed teams.

Genesys Cloud CX stands out for its extensive reporting and analytics capabilities, and the AppFoundry Marketplace offers a wide range of third-party apps and pre-built integrations. Trusted by over 4,800 organizations in more than 100 countries and boasting a 99.996% uptime, Genesys Cloud CX is recognized for its reliability and security, making it a preferred choice for businesses looking to modernize their contact centers.

Found in these Categories

Help Desk Software

Best For

Software for faster, smarter, personal experiences

Recommended For

StartUps
Freelancers
Small Business
Medium Business
Large Enterprise
Non-profit Organization
Personal

Deployment

Cloud, SaaS, Web-Based
Mobile - Android
Mobile - iPhone
Mobile - iPad
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux

Contact

Company Name
Genesys
Located In
United States
Website
genesys.com

Show more Show less

Genesys Cloud CX Pricing

Starting from:

$75 /user/month, billed annually

Pricing Model: Subscription

Free Trial
Free Version

Pricing Details:

Genesys Cloud CX offers tiered pricing: Cloud CX 1 (Voice) at $75/month, Cloud CX 2 (Digital) at $95/month, Digital + Voice at $115/month, Cloud CX 3 (Digital + WEM) at $135/month, and Digital + WEM + Voice at $155/month. An AI Experience add-on starts at $40. Prices are per user, billed annually.

Genesys Cloud CX Features

Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Auto-Responders
Automated Routing
Call Center Management
Call Monitoring
Call Recording
Call Routing
Campaign Management
Canned Responses
Chat/Messaging
Collaboration Tools
Communication Management
Contact Management
Customer Database
Email Management
Feedback Management
Full Text Search
Interaction Tracking
Live Chat
Multi-Channel Management
Performance Management
Queue Management
Reporting & Statistics
SMS Messaging
Self Service Portal
Social Media Integration
Task Management
Transcripts/Chat History
Virtual Assistant

Additional Features

Survey/Poll Management
Customizable Templates
For Call Centers
Voice Customization
Transfers/Routing
Role-Based Permissions
Automatic Call Distribution
Visual Analytics
Single Sign On
Preview Dialer
Natural Language Processing
VoIP Connection
KPI Monitoring
Macros/Templated Responses
Real Time Updates
Workforce Management
Template Management
FTC Compliance
VoIP
Video Conferencing
FCC Compliance
Power Dialer
Knowledge Base Management
SIP Trunking
Real Time Analytics
Monitoring
Auto-Dialer
Alerts/Notifications
Call Logging
Multi-Language
Computer Telephony Integration
Blended Call Center
Performance Metrics
Online Voice Transmission
Chatbot
Mobile Access
Customer Service Analytics
Tagging
Manual Dialer
Sentiment Analysis
Real-time Consumer-facing Chat
Call Conferencing
File Transfer
Document Management
Surveys & Feedback
Real Time Reporting
Event Triggered Actions
Machine Learning
Integrations Management
On-Demand Recording
Activity Tracking
Text to Speech
Outbound Call Center
Process/Workflow Automation
Widgets
AI/Machine Learning
Callback Scheduling
Drag & Drop
Multi-Channel Communication
Third Party Integrations
File Sharing
Unified Communications
Quality Management
Call Disposition
Predictive Dialer
Call Reporting
Multiple Scripts
NPS Survey Structure
Employee Scheduling
Call Tracking
Call Scheduling
Caller ID
Customizable Reports
Search/Filter
Data Visualization
Negative Feedback Management
Real Time Monitoring
Real Time Data
Customizable Fields
Conferencing
Archiving & Retention
Contact Database
Customizable Branding
Progressive Dialer
Screen Sharing
Call List Management
Voice Mail
Call Scripting
Real Time Notifications
Trend Analysis
Document Storage
Customer History
Real-Time Chat
Knowledge Management
Phone Key Input
Reporting/Analytics
API
Data Import/Export
Gamification
List Management
Customer Segmentation
Proactive Chat
Inbound Call Center
Automatic Outbound Dialer
Remote Access/Control
Employee Coaching Tools
Customer Journey Mapping
Call Transfer
Multi-Channel Data Collection
IVR/Voice Recognition
Dashboard
Engagement Tracking
Customer Experience Management
Text Analysis
Complaint Monitoring
Email Templates
Customizable Forms
Labor Forecasting
Automatic Lead Distribution
Predictive Analytics

Additional Features Show Less Features

Genesys Cloud CX vs. Similar Products

Genesys Cloud CX Integrations

Gong

Sales Acceleration Software
Salesforce Service Cloud

Help Desk Software
Pivotal Tracker

Project Management Software
OneLogin

Password Management Software
UserVoice

Product Management Software
Zluri

IT Asset Management Software
Boost.AI

Customer Success Software

Show more Show less