Who Uses Genesys Cloud?

Companies of all sizes looking for a radically easy, all-in-one cloud contact center solution.

What Is Genesys Cloud?

The Genesys Cloud (formerly PureCloud) platform is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, text message and more. An intuitive interface makes it easy to use, whether you're an agent, supervisor or IT admin. Weekly feature releases ensure you'll exceed customer expectations today and tomorrow.

Genesys Cloud Details

Genesys

https://www.genesys.com/genesys-cloud

Founded 1990

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Genesys Cloud pricing overview

See pricing plans

Genesys Cloud does not have a free version but does offer a free trial. Genesys Cloud paid version starts at US$75.00/month.


Starting Price

US$75.00/month

Pricing Details

Genesys Cloud pricing starts at $75.00 per month, per user, or $0.68 hourly See pricing details

Free Version

No

Free Trial

Genesys Cloud deployment and support

Support

  • 24/7 (Live Rep)
  • Online

Deployment

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Genesys Cloud Features

  • CRM
  • Call Disposition
  • Call Recording
  • Call Scheduling
  • Call Scripting
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer

View full list of Auto Dialer Software

  • Blended Call Centre
  • Call Logging
  • Call Recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Centre
  • Interactive Voice Response (IVR)
  • Manual Dialer
  • Outbound Call Centre
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics

View full list of Call Centre Software

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

View full list of Customer Engagement Software

  • Analytics
  • Customer Segmentation
  • Dashboard
  • Knowledge Management
  • Multi-Channel Data Collection
  • Negative Feedback Management
  • Predictive Analytics
  • Sentiment Analysis
  • Survey/Poll Management
  • Text Analysis

View full list of Customer Experience Software

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

View full list of Customer Satisfaction Software

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

View full list of Customer Service Software

  • Alerts / Escalation
  • Automated Routing
  • Call Centre Management
  • Customisable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Call Centre
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customisation
  • Voice Mail

View full list of IVR Software

  • Call Monitoring
  • Call Recording
  • Call Scheduling
  • Call Transfer
  • Campaign Management
  • Campaign Specific Caller ID
  • FCC Compliance
  • FTC Compliance
  • Lead Management
  • List Management

View full list of Predictive Dialer Software

Genesys Cloud Alternatives

More Genesys Cloud alternatives

Genesys Cloud Reviews

Read all reviews

Overall rating

4.1/5

Average score

Ease of Use 4.2
Customer Service 3.7
Features 4
Value for Money 3.8

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Share your experiences with other software buyers.

Write a Review!
Matthew C.
Communications Manager
Financial Services, 51-200 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    3 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 15/11/2018

"99% Sunny and Hot with the odd occasional downpour"

Comments: The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.

Pros: The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.

Cons: The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.

  • Reviewer Source 
  • Reviewed on 15/11/2018
Kymberli O.
Product Owner
Consumer Services, 501-1,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    3 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 25/08/2020

"G Cloud"

Comments: Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle.

Pros: Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and innovative.

Cons: There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail. Specific configurations are not always playing nice with each other.

  • Reviewer Source 
  • Reviewed on 25/08/2020
Verified Reviewer
Analyst
Automotive, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    3 /5
  • Ease of Use
    2 /5
  • Features & Functionality
    2 /5
  • Customer Support
    3 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 5/09/2018

"Not a Big Fan"

Comments: Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.

Pros: Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to use. In terms of profile information for agents it works well. I think the Queue activity is a good function of the software and allows me to monitor the status of inbound calls easily enogh.

Cons: I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though). My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

Vendor Response

by Genesys on 6/09/2018

Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at [email protected] (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth

  • Reviewer Source 
  • Reviewed on 5/09/2018
Bernard G.
Cloud Consultant
Telecommunications, 2-10 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 18/07/2020

"Good but complex solution for cloud"

Comments: Genesys is a good solution for a business with a strong developer team.

Pros: It has both CCaaS and UCaaS and is a leading provider. I was one of the first users years ago. They innovate well

Cons: It is a very complex solution that involves integration challenges every time. It is expensive for using with 3rd party products

  • Reviewer Source 
  • Reviewed on 18/07/2020
Altaf G.
AVP, Telecom Systems
Financial Services, 501-1,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    4 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2/06/2020

"A Cloud like no other"

Comments: The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.

Pros: I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.

Cons: A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.

  • Reviewer Source 
  • Reviewed on 2/06/2020