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Genesys Cloud CX

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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

Best For

Software for faster, smarter, personal experiences
  • StartUps
  • Freelancers
  • Small Business
  • Medium Business
  • Large Enterprise
  • Non-profit Organization
  • Personal
  • Cloud, SaaS, Web-Based
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Company Name


  • Located In

    United States

  • Website

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.

  • 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


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