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description: Review of Genesys Cloud CX Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
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title: Genesys Cloud CX | Reviews, Pricing & Demos - SoftwareAdvice GB
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# Genesys Cloud CX

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> Genesys Cloud CX cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so users have actionable insights to address customers problems with ease on any channel, at any moment, beyond just the call center. Genesys Cloud CX is trusted by various small, medium and large enterprises and recognized as an industry leader across the globe.

With pervasive automation, businesses can take the right action at the right time to create the best outcome. 

With Genesys Cloud CX, organizations can give their employees the information they need in one application built to engage employees and enhance the team’s performance. Use Genesys Cloud CX as an all-in-one application, easily add various packaged integrations, or customize the platform as per the requirements. It deploys in days and continually innovates with upgrades each week. Additionally, with real-time dashboards and up-to-the-second analytics, Genesys Cloud CX provides the insights required to run your business—no matter where the agents are located.
> 
> Verdict: Rated **4.3/5** by 262 users. Top-rated for **Likelihood to recommend**.

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## Quick Stats & Ratings

| Metric | Rating | Detail |
| **Overall** | **4.3/5** | 262 Reviews |
| Ease of Use | 4.4/5 | Based on overall reviews |
| Customer Support | 4.0/5 | Based on overall reviews |
| Value for Money | 4.1/5 | Based on overall reviews |
| Features | 4.2/5 | Based on overall reviews |
| Recommendation percentage | 80% | (8/10 Likelihood to recommend) |

## About the vendor

- **Company**: Genesys
- **Location**: Daly City, US
- **Founded**: 1990

## Commercial Context

- **Starting Price**: US$75.00
- **Pricing model**: Per User
- **Pricing Details**: Cloud 1: $75USD per user, per month (annual payment available)

Cloud 2: $110USD per user, per month (annual payment available)

Cloud 3: $140USD per user, per month (annual payment available)

For enterprise-level planning, please contact Genesys for more information.
- **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+
- **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile)
- **Supported Languages**: Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Traditional Chinese, Turkish
- **Available Countries**: Argentina, Australia, Belgium, Bolivia, Brazil, Cambodia, Canada, Chile, Colombia, Costa Rica, Cuba, Czechia, Denmark, Dominican Republic, Ecuador, El Salvador, Falkland Islands, Finland, France, French Guiana and 36 more

## Features

- @mentions
- AI Copilot
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Monitoring
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Answering Machine Detection
- Approval Process Control
- Archiving & Retention
- Assignment Management
- Attendance Management
- Auto-Dialer
- Automated Routing
- Automatic Call Distribution
- Automatic Outbound Dialer

## Integrations (17 total)

- Brightmetrics CCaaS Analytics
- Epic
- Google Workspace
- Jenkins
- Latitude by Genesys
- Microsoft Azure
- Microsoft Entra ID
- OneLogin
- Oracle Service
- Ping Identity
- Pivotal Tracker
- Salesforce Service Cloud
- ServiceNow
- UserVoice
- Verint Workforce Management

... and 2 more integrations

## Support Options

- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat

## Category

- [Customer Communications Management Software](https://www.softwareadvice.co.uk/directory/4742/customer-communications-mngt/software)

## Related Categories

- [Customer Communications Management Software](https://www.softwareadvice.co.uk/directory/4742/customer-communications-mngt/software)
- [Knowledge Management Software](https://www.softwareadvice.co.uk/directory/1884/knowledge-management/software)
- [Help Desk Software](https://www.softwareadvice.co.uk/directory/4160/help-desk/software)
- [Contact Center Quality Assurance Software](https://www.softwareadvice.co.uk/directory/4478/quality-assurance/software)
- [Artificial Intelligence (AI) Software](https://www.softwareadvice.co.uk/directory/4360/artificial-intelligence/software)

## Alternatives

1. [Ringover](https://www.softwareadvice.co.uk/software/120988/ringover) — 4.7/5 (868 reviews)
2. [Convoso](https://www.softwareadvice.co.uk/software/2799/safesoft-contact) — 4.5/5 (387 reviews)
3. [DialedIn CCaaS](https://www.softwareadvice.co.uk/software/20027/chasedata) — 4.8/5 (320 reviews)
4. [LiveAgent](https://www.softwareadvice.co.uk/software/109980/liveagent) — 4.7/5 (1780 reviews)
5. [Readymode](https://www.softwareadvice.co.uk/software/171343/Readymode) — 4.6/5 (142 reviews)

## Reviews

### "Solid Platform for Customer Support Documentation" — 5.0/5

> **Nadra** | *22 April 2026* | Facilities Services | Recommendation rating: 8.0/10
> 
> **Pros**: I like how Genesys now has CoPilot added. It makes it so much easier to wrap up a call and its specifics.
> 
> **Cons**: Troubleshooting issues often requires waiting for support rather than fixing things yourself. Getting the reports you actually need takes way more steps than it should.
> 
> Genesys Cloud CX is a powerful and reliable platform that has greatly improved how our team manages customer interactions. Its cloud-based setup allows our schedules to sync more effectively.

-----

### "Genesys Pure Cloud" — 4.0/5

> **Murat** | *29 April 2020* | Banking | Recommendation rating: 9.0/10
> 
> **Pros**: It is easy to use this product it is like a rock
> 
> **Cons**: Price policies are not flexible and scalable.

-----

### "Great all in one communications platform" — 5.0/5

> **James** | *21 April 2026* | Marketing & Advertising | Recommendation rating: 8.0/10
> 
> **Pros**: Feature packed and easy to use. I love how the voice transcriptions will help quickly identify areas of a call we should focus on.
> 
> **Cons**: Cost of the system is higher than some on the space for similar feature sets. The features and functions though don't really have any issues.
> 
> It has overall been very good. We enjoy working with the Genesys team and our third part provider TTEC who has helped us with customizations.

-----

### "Genesys is the best contact center software" — 5.0/5

> **cody** | *6 June 2025* | Health, Wellness & Fitness | Recommendation rating: 10.0/10
> 
> **Pros**: Genesys cloud is a very incredible tool for contact centers, great software for navigating calls. Easy to use and great for stat reporting and analytics.
> 
> **Cons**: At times learning the ways to transfer calls, and just learning the ins and outs took time. However after a little bit of exploring you can pick up what you need.
> 
> Very professional company, great software, and overall amazing reporting on stats. Great for managing contact center.

-----

### "GENESYS REVIEW" — 5.0/5

> **COURTNEY** | *5 May 2025* | Health, Wellness & Fitness | Recommendation rating: 10.0/10
> 
> **Pros**: I LOVE GENESYS. IT IS SO VERY USER FRIENDLY. BEING ABLE TO SEE MY PRODUCTIVITY IS A GREAT PRO TO THE SOFTWARE.
> 
> **Cons**: I JUST WISH THAT MY COMPANY WOULD ACTUALLY USE THE SCHEDULE PART OF GENESYS. THERE IS ALSO A GROUP CHAT THAT IS ACTIVE, BUT NO ONE CAN LEAVE IT. IT WOULD BE GREAT TO BE ABLE TO REMOVE MYSELF FROM THAT.

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## Links

- [View on SoftwareAdvice](https://www.softwareadvice.co.uk/software/323407/pureconnect)

## This page is available in the following languages

| Locale | URL |
| en | <https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/> |
| en-AU | <https://www.softwareadvice.com.au/software/323407/pureconnect> |
| en-GB | <https://www.softwareadvice.co.uk/software/323407/pureconnect> |
| en-IE | <https://www.softwareadvice.ie/software/323407/pureconnect> |
| en-NZ | <https://www.softwareadvice.co.nz/software/323407/pureconnect> |
| fr | <https://www.softwareadvice.fr/software/323407/pureconnect> |

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