Genesys Cloud CX Description

Genesys Cloud CX is a versatile, cloud-based solution for contact centers that aims to provide outstanding customer experiences through multiple communication channels. With a focus on scalability and adaptability, it merges voice, chat, email, social media, and messaging into a single, streamlined interface. The platform utilizes sophisticated AI and analytics technologies to offer immediate insights, automate routine processes, and tailor interactions, thereby enhancing customer engagement efficiency. Additionally, its strong workforce management features enable businesses to fine-tune staffing and performance while upholding high service quality. Ideal for organizations of various sizes, Genesys Cloud CX facilitates smooth implementation and flexibility, proving to be an excellent choice for those seeking to improve their customer service capabilities. Furthermore, it ensures that businesses can respond to evolving customer needs and technological advancements seamlessly.

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Pricing

Pricing Starts At:
$75 per user per month
Free Trial:
Yes

Integrations

View Integrations

Reviews - 3 Verified Reviews

Total
ease
features
design
support
See More Reviews Write a Review

Company Details

Company:
Genesys
Year Founded:
1990
Headquarters:
United States
Website:
www.genesys.com

Media

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Product Details

Platforms
Web-Based
Windows
Mac
iPhone App
iPad App
Android App
Types of Training
Training Docs
Live Training (Online)
Webinars
In Person
Customer Support
Live Rep (24/7)
Online Support

Genesys Cloud CX Features and Options

Call Center Software

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

IVR Software

Call Center
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customization
Voice Mail

Predictive Dialer Software

Call Monitoring
Call Recording
Call Results
Call Transfer
Callback Scheduling
Campaign Specific Caller ID
Contact Management
FCC Compliance
FTC Compliance
Lead Capture
Lead Management

Telephony Software

Auto-Dialer
Call Center Management
Call Monitoring
Contact Management
IVR / Voice Recognition
Inbound Reporting
Outbound Reporting
Predictive Dialer
Telemarketing Management
VoIP
Voice & Data Integration

Auto Dialer Software

Call Center Management
Call Recording
Call Reporting
Call Scripting
Lead Management
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Surveys

Customer Experience Software

Action Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Collection
Sentiment Analysis
Survey Management
Text Analysis
Trend Analysis

Business VoIP Provider

Call Parking
Call Recording
Contact Management
Encryption
IVR / Voice Recognition
Ring Groups
SIP Trunking
Unified Communications
Voice Quality Enhancement

Customer Service Software

Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management

Help Desk Software

Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management

Customer Engagement Software

Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content

Live Chat Software

Canned Responses
Customizable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers / Routing
Website Visitor Tracking

Customer Satisfaction Software

360 Degree Feedback
Analytics
Call Reporting
Complaint Monitoring
Feedback Collection
Survey Management

Genesys Cloud CX Lists

Genesys Cloud CX User Reviews

Write a Review
  • Name: Anonymous (Verified)
    Job Title: Senior Technical Support
    Length of product use: 1-2 Years
    Used How Often?: Weekly
    Role: User
    Organization Size: 100 - 499
    Features
    Design
    Ease
    Pricing
    Support
    Likelihood to Recommend to Others
    1 2 3 4 5 6 7 8 9 10

    All in one Support Dashboard

    Date: Aug 27 2020

    Summary: Genesys is an excellent platform for the contact center to gives support on multi-platforms. It allows us to centralize our email, social media and chats requests in Genesys's dashboard. It helps our support team to work collaborate and effectively.

    Positive: #1- Genesys makes it easy to support the different platforms into one dashboard.
    #2- It makes it easy for support teams.
    #3- Productive Salesforce integration.
    #4- Easy to communicate with Genesys.

    Negative: #1- We had an overall positive experience with it.

    Read More...
  • Name: Anonymous (Verified)
    Job Title: Manager
    Length of product use: 6-12 Months
    Used How Often?: Daily
    Role: User
    Organization Size: 26 - 99
    Features
    Design
    Ease
    Pricing
    Support
    Likelihood to Recommend to Others
    1 2 3 4 5 6 7 8 9 10

    Advanced Contact Center hub

    Date: Aug 20 2020

    Summary: Genesys is an advanced customer engagement platform. It offers to manage and streamline contact center with ease. We can use this for both internal and external use. The reports are available in realtime.

    Positive: Best to establish and maintain business contact centers from one hub. Powerful reporting. Internal knowledge base section. Intuitive chats. Client profiles and activities.

    Negative: It worked great for me. Nothing to share about cons.

    Read More...
  • Ryan L.
    Consultant     Date: Sep 10 2018
    genesys purecloud is a robust & solid Contact center platform! i like that it includes: - ivr building tool and IVR minutes included - call center agent/supervisor/administrator included in every license - reporting and analytics - PureCloud app store > "app foundry" for add-ons and integrations - blended agents - real-time and historical wallboards
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