Genesys Cloud CX Reviews

Name: Genesys Cloud CX
Brand: Genesys
Rating: 4.4 (12 reviews)

Vendor: Genesys

4.4 out of 5

12 reviews
100% willing to recommend

280 followers

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What is Genesys Cloud CX?

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

Get the Genesys Cloud CX Buyer's Guide and find out what your peers are saying about Genesys Cloud CX, NICE CXone, Amazon Connect and more!

Genesys Cloud CX is the #1 ranked solution in top Workforce Engagement Management solutions, #3 ranked solution in top Contact Center Platforms, #3 ranked solution in top Contact Center as a Service (CCaaS) solutions, and #5 ranked solution in top Customer Experience Management solutions. PeerSpot users give Genesys Cloud CX an average rating of 8.8 out of 10. Genesys Cloud CX is most commonly compared to NICE CXone: Genesys Cloud CX vs NICE CXone. Genesys Cloud CX is popular among the large enterprise segment, accounting for 62% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 15% of all views.

Helped 859,957 peers since 2012

Featured Genesys Cloud CX reviews

AB370

Manager, Customer Experience Country (France) at Stellantis

We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers It has improved customer interaction by integrating CTI directly into our IT systems. The…

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Mohd Omar

Contact Center Chief Specialist at Department of Finance - Dubai

We are using Genesys Cloud CX for the daily operation of the contact center to manage the incoming calls and transactions in the contact center Genesys Cloud CX impacts decision-making by providing a real-time view of operations and enabling more accurate predictions of call volumes. The most…

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ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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Genesys Cloud CX mindshare

Product category:

As of July 2025, the mindshare of Genesys Cloud CX in the Contact Center Platforms category stands at 19.1%, down from 28.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms

PeerResearch reports based on Genesys Cloud CX reviews

Type	Title	Date
Category	Contact Center Platforms	Jul 3, 2025	Download
Product	Reviews, tips, and advice from real users	Jul 3, 2025	Download
Comparison	Genesys Cloud CX vs Amazon Connect	Jul 3, 2025	Download
Comparison	Genesys Cloud CX vs Five9	Jul 3, 2025	Download
Comparison	Genesys Cloud CX vs TalkDesk	Jul 3, 2025	Download

Title	Rating	Mindshare	Recommending
NICE CXone	4.1	N/A	96%	13 interviews Add to research
Amazon Connect	4.2	24.6%	100%	20 interviews Add to research

Valuable Features

Genesys Cloud CX offers a robust cloud infrastructure with high availability. Users value its elastic design, WhatsApp and omnichannel integrations, and drag-and-drop setup. Reporting, chatbots, and AI features enhance contact center operations. Cost-efficiency is achieved by paying only for used services. It integrates easily with third-party tools and AWS. Developers and managers benefit from gamification, predictive engagement, and workflow automation. Its user-friendly interface and continuous updates add to its appeal.

"Genesys is brilliant concerning stability."
"The integration capabilities are very good. It is API-based and offers prebuilt integrations."
"The integration of CTI within the IT system is a particularly valuable feature."

Room for Improvement

Genesys Cloud CX needs better process automation and integration with third-party services. Users seek improved reporting customization and application flexibility compared to Genesys Engage. Simplified configuration and quicker setup are desired, especially for new agents. Providing greater autonomy in troubleshooting and log access is crucial, reducing dependence on support. Price flexibility and transparent consumption details are necessary. Users mention challenges in workforce management features and compare pricing unfavorably against other platforms like Amazon Connect.

"Their WFM product is still pretty immature."
"Their WFM product is still pretty immature."
"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

ROI

Many users praise Genesys Cloud CX for boosting profit margins and enhancing client communication, resulting in satisfaction and perceiving it as a valuable investment. Some entities report benefits like improved global management information, secure payments, and remote work capabilities during implementation stages. Certain groups, typically technical, lack direct knowledge of specific return on investment figures, while others find it inapplicable to their costs or operation-focused organizational value.

Pricing

Genesys Cloud CX pricing is perceived as flexible but often considered expensive. Costs vary based on license type and agent numbers, with pay-as-you-go and negotiable pricing options presenting value for money. Users emphasize the necessity of Genesys partners for implementation, adding to overall costs. Despite expenses, users acknowledge the competitive features, integration capabilities, and global operation benefits that align with enterprise needs. Evaluations rate pricing anywhere from competitive to costly, indicating mixed perceptions among enterprises.

"The pricing is a bit expensive."
"I rate Genesys Cloud CX's pricing a one out of ten."
"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

Popular Use Cases

Users of Genesys Cloud CX primarily employ it for call deflection, channel integration, and customer service operations. They integrate with systems like Salesforce and Zendesk, manage contact centers, and deploy IVR systems. It supports workforce management, feedback gathering, and contact handling across various industries. The platform aids in transitioning from older systems, facilitating customer interactions, and managing multiple communication channels such as voice, chat, SMS, and email for support and sales.

Service and Support

Genesys Cloud CX customer service and support are generally praised for being responsive and helpful. Most users find the technical support effective, particularly for cloud issues, though some mention occasional delays and complex on-premise cases. While some regions experience longer wait times, users appreciate the effort in resolving problems promptly. Some prefer direct support from Genesys rather than through partners. Larger clients may receive enhanced support, and overall ratings are high, reflecting reliability and responsiveness.

Deployment

Genesys Cloud CX's initial setup varies in difficulty based on scale and customization. Smaller deployments can be completed quickly, sometimes by one person within hours, while larger or complex setups may take months. Cloud integration simplifies many tasks compared to on-premise systems, but customization can add complexity. Implementations typically require specialists, including professional services consultants or certified engineers. Challenges primarily arise with system integration, and maintenance is often needed for feature expansions or configuration changes.

Scalability

Users express high satisfaction with the scalability of Genesys Cloud CX, emphasizing its robustness for large-scale deployments. Many find it easy to expand without downtime issues. Frequent feature updates indicate continual growth. Users appreciate its ease of scalability and user-friendly nature. While some note minor difficulties, most rate its scalability positively, praising its ability to handle extensive operations, including scenarios with numerous agents. The platform is widely endorsed for reliable and effective scaling capabilities.

Stability

Genesys Cloud CX is praised for stability, benefiting from AWS infrastructure and multiple data centers. Users appreciate its ability to quickly manage server issues, ensuring high uptime and redundancy. Occasional voice issues can occur, but resolution is usually prompt with support. Some note challenges with new component deployments, yet the platform remains reliable. Stability ratings are high, often nine or ten out of ten, reflecting minimal downtime and consistent performance.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Genesys Cloud CX Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

15%

Computer Software Company

10%

Educational Organization

Manufacturing Company

Government

Healthcare Company

Retailer

Insurance Company

Energy/Utilities Company

Comms Service Provider

Non Profit

Real Estate/Law Firm

University

Outsourcing Company

Construction Company

Performing Arts

Hospitality Company

Transportation Company

Media Company

Consumer Goods Company

Wholesaler/Distributor

Legal Firm

Photography Company

Engineering Company

Aerospace/Defense Firm

Recruiting/Hr Firm

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Learn more about Genesys Cloud CX

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys Cloud CX was previously known as Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud.

Genesys Cloud CX customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox