Genesys Cloud CX, the company’s contact center solution, provides services to more than 11,000 companies in more than 100 countries. These customers span the globe from the United States and Canada to Latin America, Europe, the Middle East, Africa, Asia and Australia.

Let’s look deeper into Genesys Cloud CX to understand why it has become such a popular platform, what its customers like most about it and if it is the right solution for your company.

 

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What is Genesys Cloud CX?

Genesys Cloud CX bills itself as a next-generation, all-in-one cloud contact center solution. Genesys provides an omnichannel contact center that can help customers throughout every step of their service journey.

The solution provides call center agents with a single platform that allows them to manage voice calls, chat, email, text messages and social media interactions. This omnichannel capability ensures that customers do not need to repeat or resubmit information when moving throughout the system, increasing resolution speeds and call handling for both agents and customers.

Along with this functionality, Genesys Cloud CX provides an intuitive interface that streamlines agent interactions. It also provides oversight capabilities that allow supervisors to see agent performance along with IT administration functionality to solve technology challenges.

 

Genesys Cloud CX Benefits

One of the company’s hallmarks is its ability to innovate and continually provide customers with new functionality. Here are some of the system’s most prominent benefits.

Focus on Intuitive Design

Genesys Cloud CX aims to make its platform easy to use without the need for technical experience. This includes the ability to carry conversations across all channels and easily share customer information to help reach a quick resolution.

Smart System

The company’s system leverages workforce engagement management principles to help ensure agents remain committed to their job. This process includes the use of artificial intelligence solutions that free agents from needing to conduct routine tasks, allowing them to center on interactions where they can provide the most value.

Future-Proof

Genesys Cloud CX uses a vast partner ecosystem and open APIs to ensure it always has access to the latest innovations. With a cloud-first strategy, the company can keep its clients with the latest technology advances, making sure customers have new capabilities immediately as they come available.

 

Genesys Cloud CX Key Features

Genesys Cloud CX offers more than 50 unique features. Here are some of the most popular:

  • Speech-enabled IVR: Genesys offers multilingual speech-enabled IVR that leverages natural language understanding (NLU) technology. This allows customers to interact with the company’s system in a way that feels natural to them.
  • Voicebots: Genesys uses conversational voicebots that move freely across interactions and channels to simplify the customer journey. Users can manage, unify and orchestrate any both across phone, web chat, mobile messaging and smart speakers.
  • Chatbots: Genesys leverages AI-powered chatbots that give customers 24/7 self-service assistance. This allows users to handle tasks more efficiently across any digital channels and transfer interactions to a live agent while keeping the conversational context.
  • Genesys Cloud CX Voice: This VoIP telephony service provides access to any active Genesys Cloud CX service subscriptions. Genesys allows users to purchase phone numbers directly from them or bring existing numbers.
  • Bring Your Own Carrier (BYOC): Leverage your preferred cloud carrier within Genesys Cloud CX. Users can maintain existing relationships with carriers if they need to ensure they have the best telephony infrastructure to fit their needs.
  • DIY Administration: A straightforward administration process lets users scale their cloud communications with a 100% cloud-based call center solution. Users can purchase, provision and manage Genesys Cloud CX voice services anytime from anywhere.

 

Genesys Cloud CX Pricing & Plans

Genesys is one of the rare companies who openly advertise prices for call center solutions. With that said, the company offers several options and does feature additional add-ons that can shift the pricing structure. We’ll look at the base packages first before going into more detail about the additional tools.

For the features, Cloud CX3 offers everything in CX2 and CX1. Cloud CX2 offers everything in CX1.

Cloud CX 1 Cloud CX 2 Cloud CX 3
$75 per agent per month (or $0.68 per hour) $110 per agent per month (or $0.99 per hour) $140 per agent per month (or $1.26 per hour)
  • Speech-enabled IVR
  • Voicebots
  • IVR
  • Voicemail
  • Basic outbound campaigns
  • Unified communications
  • Interaction recording
  • Access to AppFoundry
  • Platform APIs
  • Real-time and historical views
  • Historical reporting
  • Performance dashboards
  • Chatbots
  • Unlimited chat and email routing
  • Web messaging
  • Callback
  • Advanced outbound campaigns
  • Inbound/outbound blending
  • Screen recording
  • Quality management
  • Co-browse and screenshare
  • SMS
  • Messaging Apps
  • Workforce management
  • Employee performance
  • Speech and text analytics

 

Artificial Intelligence Add Ons

Genesys offers AI solutions that can create more personalized experiences. The company offers the additional solutions, but prices can change based on usage levels and scale with volume pricing.

 Features Platforms Supported Unit costs for usage
Predictive Engagement CX2, CX3 Per Event: $0.000250
Voicebots CX1, CX2, CX3 $0.06 per minute
Chatbots CX2, CX3 $0.02 per session
Predictive Routing CX1, CX2, CX3 $0.062 per interactions (comes with a 30-day free trial)

 

 

Genesys Cloud CX Pros & Cons

Let’s look at some of the pros and cons users have identified about the contact center software.

 

Pros

  • Genesys releases new enhancements weekly. The constant flow of new features ensures that the platform always remains fresh and provides new options for customers to use to customize their platform for maximum efficiency.
  • The company offers a powerful IVR system and strong API integration while still being relatively able to manage, especially for non-technical users.

 

Cons

  • Some customers complain of dropped calls or calls that do not get recorded accurately in logs, making it difficult to reconnect at times. Other customers have complained that some calls come across as choppy or low in volume.
  • The company offers competitive prices when compared to other solutions but adding on capabilities can cause costs to jump very quickly. Some customers said that just adding a few features can more than double the cost.

 

Who is Genesys Cloud CX for?

Genesys Cloud CX works best for companies with high-volume call centers (both inbound and outbound) who want a wide-range of functionality. This could be call centers for large companies, but also companies that put a premium on capabilities and innovation. Genesys Cloud CX customers are popular with quickly growing companies who want a system that can rapidly scale alongside them.

For those types of companies, the cost of Genesys provides ample value.

For smaller businesses or start-up companies with a growing customer base there may not be a need for Genesys’ wealth of capabilities. Companies in that stage may want to lean toward a more cost-effective solution such as DialPad that offers a core base of tools. Genesys provides a premium platform but also comes with a substantial cost that may not be suitable for all businesses.

 

Genesys Cloud CX Alternatives

Provider Five9 Talkdesk Dialpad Twilio
Key Features
  • Call recording
  • Skills-based routing
  • Priority routing
  • Blended call center
  • Call logging
  • Call recording
  • Unlimited SMS
  • App integration
  • Call routing
  • 2-way messaging
  • Access controls
  • Manual dialer
Key Integrations
  • Salesforce
  • Netsuite
  • Oracle
  • Keap
  • Pipedrive
  • Userlike
  • Salesforce
  • Zendesk
  • Slack
  • NetSuite
  • SAP
  • SugarCRM
Pricing Tier-based pricing based on the number of users. The company does not advertise prices but research shows plans start as low as $65. Two pricing plans: Pro, aimed at smaller organizations, allows for unlimited SMS and MMS. Enterprise, which has a 100-seat license minimum, and comes with a 100% uptime SLA. $1 per user per hour or $150 per agent per month.
Pros
  • Outstanding user training and support
  • Intuitive and easy to use
  • Strong service history
  • Simple design aimed at ease of use
  • Strong user interface to make client management easy
  • Customer data collection to improve agency training and efficiency
  • AI-powered customer management solution that helps agents during calls
  • Large data collection capabilities
  • Easy integration
  • Excellent security
  • Robust omnichannel functionality
Cons
  • Unclear pricing structure
  • On-screen notifications can interrupt workflow
  • Limited omnichannel functionality
  • Customers are not always clear on available capabilities
  • Limited number of plans provides no option for mid-size businesses
  • Limited help desk support on lower support tiers
  • Poorly-reviewed mobile app
  • Odd pricing structure

 

Genesys Cloud CX FAQs

Below we’ve answered some frequently asked questions about Genesys Cloud.

The Genesys Cloud CX contact center software provides call center agents with an omnichannel platform to answer, speak and assist customers across multiple channels.

Genesys has been in business since 1990, making it one of the longest-running contact center software providers in the industry.