Genesys Cloud CX Reviews & Pricing

by Genesys Telecommunications | 1990, Daly City, CA

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Overview Pricing Benefits Reviews Features

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What is Genesys Cloud CX?

Industry Specialties: Serves all industries

Genesys Cloud is a cloud-based call center software that provides businesses with a comprehensive suite of tools to manage customer interactions. It's designed for businesses of all sizes, from small startups to large enterprises, and offers a wide range of features to meet the needs of any call center. Some of the most popular features include: omnichannel routing, IVR, call recording, and analytics. Genesys Cloud is also highly customizable, so businesses can tailor it to their specific needs.

Genesys Cloud is a powerful and flexible call center software that can help businesses improve their customer service. It's easy to use, affordable, and offers a wide range of features. If you're looking for a call center software that can help you improve your customer service, Genesys Cloud is a great option.

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User Sentiment

Based on 798 reviews:

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Product Screenshots and Videos

Genesys Cloud CX Pricing

Based on our most recent analysis, Genesys Cloud CX pricing starts at $75 (Per User, Monthly).

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Starting From: $75
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

Genesys Cloud CX is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Genesys Cloud CX:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Genesys Cloud CX Benefits and Insights

Why use Genesys Cloud CX?

Key differentiators & advantages of Genesys Cloud CX

Work Remotely: Connect partners, vendors and customers with staff from anywhere in the world to streamline communication and improve business outcomes.
Increase Security: Protect data with logical isolation, strong encryption, multi-factor authentication and stringent security standards
Simplify Configurations: Empower frontline agents and managers to design, automate and create workflows without IT. Design IVR workflows with an engaging and intuitive drag-and-drop editor that can configure prompts, sub-menus and data dips.
Innovate: Deploy a deep and broad set of AI-powered capabilities without disruptions or downtime, encouraging rapid access to new functionalities.

Industry Expertise

Caters to businesses of all sizes.

Genesys Cloud CX Reviews

Average customer reviews & user sentiment summary for Genesys Cloud CX:

798 reviews

84%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Genesys Cloud CX reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Usability: According to 89% of users who evaluated this aspect, the software is relatively easy to learn and use.
Customer Service: 96% of users who mentioned this were satisfied with the product’s customer service.
Price: The product offers the best features for the price, according to 88% of users.

Cons

Feature Performance: According to 45% of users who evaluated this aspect, the software is lacking in some of its advertised features. Specifically, workflow processes can lag when the number of data tables and flow results increase.

Researcher's Summary:

Genesys Cloud is an omnichannel contact center solution that streamlines customer relationships. It brings calls, chats, emails and other communications into one centralized interface to produce seamless interactions.

Users report that the interface covers the essentials and is easy to use and configure. They are also impressed by its customer support, noting that it’s easy to get through to representatives and resolve problems. However, some users say that the product would benefit from more advanced functionality and improvement to some of its basic features. In all, Genesys Cloud is suitable for businesses of all sizes that wish to offer comprehensive customer support.

Key Features

Customer Self-Service: Use speech-enabled IVR and Natural Language Understanding (NLU) to help customers resolve issues without the need for a live agent. Simplify support experiences and offer 24/7 assistance with conversational voice bots and AI-powered chatbots. Design a knowledge base of support resources for customers and agents..
Cloud CX Voice: Get public access to any subscribed cloud CX service via VoIP telephony through new or existing phone numbers..
Bring Your Own Carrier (BYOC): Integrate with any cloud-based or on-site carrier to unify communications and supplement existing infrastructure.
Inbound Routing: Ensure positive, consistent customer experiences with call routing, voicemail, custom greetings and an automated callback option for when lines are busy.
Outbound Campaigns: Target the right customers through predictive dialing and proactive outreach through customers’ preferred channels. Engage website visitors with personalized messages. Decrease the volume and variability of inbound communications.
Workforce Engagement: Monitor agent performance and support employee development through interactive training, such as gamifying contact center KPIs. Maintain quality across customer experiences with monitoring and forecasting enhanced by AI.
Unified Communications: Enhance customer interaction rates by allowing agents to work from anywhere in the world. Connect business users, contact center users, partners, vendors and customers to boost agent response times and business outcomes.
Reporting and Analytics: Analyze an agent’s performance on a single dashboard and generate reports to track call times, resolution rates, service levels, customer satisfaction and other integral KPIs. Manage multiple teams and channels.
Digital Channels: Route digital communications to the appropriate agent based on content analysis. Create long-lasting live conversations through SMS and web messaging apps with minimal risks of losing content and context. Co-browsing and screen-sharing capabilities allow agents to be hands-on in resolving customer queries.

Limitations

At the time of this review, these are the limitations according to user feedback:

Prone to outages and glitches.
Data lags when accessed through the UI or APIs.

Suite Support

Email: Not mentioned.

Phone: +1 (866) 951-0381.

Training: Engage with peers in the community and learn to solve problems and boost performance. Access the knowledge base and watch tutorials for more information.

Tickets: Not available.