# Page 10 | Genesys Cloud CX Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 10 - Is Genesys Cloud CX the right Call Center solution for you? Explore 262 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/179417/Genesys-Cloud/reviews --- Genesys Cloud CX 4.3 (262) [View alternatives](https://www.capterra.com/p/179417/Genesys-Cloud/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 10 - Reviews of Genesys Cloud CX ## Showing most helpful reviews Showing 226-250 of 262 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RP Rachel P. Member Service Representative Banking Used the software for: Less than 6 months ### "I love it" July 12, 2022 5.0 Pros What I like most is that is integrates all communication in one place, so we done have to invest in multiple softwares Cons What I like least is nothin it's my favorite so far Review Source PT Prudence T. Agent commercial Building Materials Used the software for: I used a free trial ### "Logiciel de service" November 20, 2023 5.0 Nous recommandons ce logiciel genesys cloud CX Pros Le Genesis cloud CX est un bon logiciel qui aide mon entreprise a mieux servir les clients . Cons Il est très bon son utilisation et son rapport prix est accueillant. Review Source ST Steven T. Director Environmental Services Used the software for: Less than 6 months ### "Simple and Powerful" February 22, 2019 5.0 Pros I love this software. The interface is very easy to use. There are a lot of complexities to the software. Hire a great implementation team and you will not be disappointed. Cons So far, I have no complaints. There has been a few hiccups here and there during the onboarding process. All issues have been resolved quickly and I am excited for how this will benefit my call center and business. Review Source KB Kady B. Accountant Telecommunications Used the software for: 6-12 months ### "PureCloud review" April 24, 2018 4.0 Pros I would consider it to be user-friendly, not too complicated, helps with call management with timer countdown. Cons Often times agents are kicked off queue, lines get disconnected are go down, not easily transferable. Review Source SCA Samuel Codjo A. Agent immobilier Real Estate Used the software for: I used a free trial ### "Logiciel de centre d'appel " November 25, 2023 5.0 Pros Ce logiciel est d'un atout fantastique. En effet il permet la surveillance des appels, favorise le logiciel de standard automatique, le logiciel d'appel téléphonique. Ça permet d'enregistrer les appels, le logiciel de chat, de helpdesk, d'outil de knowledge. Cons Le logiciel ci dessus ne montre aucun inconvénients en terme d'utilisation. Je le recommande vivement aux utilisateurs.car il leur sera très bénéfique. Review Source Rodrigue D. Assistant Import and Export Used the software for: I used a free trial ### "Satisfaction du client " November 14, 2023 4.0 Gensys cloud cx est un bon logiciel qui permet de savoir si le client est satisfait Pros Genesys cloud cx est un logiciel qui permet de mieux connaître l'avis des clients sur mon entreprise Cons C'est un meilleur logiciel qui donne l'opinion de nos clients Review Source JH Jack H. RealTime Analyst Financial Services Used the software for: Less than 6 months ### "Not a great start" January 4, 2019 4.0 Having used the software for 3 months now I am still unhappy with a lot more features than I am happy with. Genesys really need to introduce the 'copy and paste' functionality as this alone makes the software seem behind it's competition. Pros \- Layout, very nice to look at and relatively user friendly - Combination of staffing outlook when viewing a timeline - 'Rollback' feature to reset schedule to a previous date / time Cons \- Lack of basic functionality such as copy and paste - Java can be slow to respond - Little customization available to the user, especially in terms of layout Review Source FR FERNANDO R. DATA Lead Consumer Services Used the software for: I used a free trial ### "GENESYS User - Admin" May 13, 2019 5.0 good service and support. able to fallow online videos and training overall Pros \*web base to control emails and phones \*admin capabilities to make changes on call flow, add users, queues set up changes, metrics \*good standard reporting \*application support Cons Email search - Unable to search emails by any text or subject Unable to resign emails Review Source JE Jamesse E. Agent immobilier Real Estate Used the software for: I used a free trial ### "Logiciel de gestion des communications " November 16, 2023 5.0 Pros C'est un logiciel de centre d'appel qui permet de faire les enregistrements des appels, la distribution automatique des appels ( ACD) et la numérotation automatique. C'est aussi un logiciel d'intelligence artificielle, de CRM immobilier et de CRM pour l'enseignement. Cons C'est un bon logiciel et qui est très facile à utiliser. Ça n'a aucun inconvénients pour son utilisation. Ainsi j'invite à tous mes partenaires de l'utiliser. Review Source Dominique L. DSI/IT - Sales Front-Office & Internet Manager Used the software for: Less than 6 months ### "We have implemented Purecloud Contact Center from Genesys, in France and in Italia" March 20, 2018 5.0 Pros Pureloud allows us to set up new way to build customer journey, taking into account phone calls, live chats, with a seamless integration with Salesforce as CRM. Cons As we wanted to impement the full solution as a service, the configuration from a security & network point of view was not as easy as expected. Review Source VR Verified Reviewer Telecommunications Engineer Civil Engineering Used the software for: I used a free trial ### "PureCloud" February 8, 2019 5.0 Genesys is a great company that cares about the opinions of their customers. Pros Simple to setup a new instance. Easy to use admin features. No local hardware to manage. Cons It's still a pretty young product, so some features are still being heavily developed. Review Source Nancy B. Sales Engineer Information Technology and Services Used the software for: Less than 6 months ### "Contact Center in the Cloud" March 5, 2019 5.0 Allows contact centers to offer multiple channels of support with ease and the ability to move services to the cloud. Pros Easy to navigate from both an admin, supervisor and agent perspective Cons Can’t really think of any cons yet. I am newly trained in selling it. Review Source aF alex F. account manager Used the software for: 2+ years ### "Highly complex, all inclusive, customer support routing software." July 26, 2018 5.0 Pros When it worked, it worked really well. Anything from call quality to transfers, this software is powerful enough to stand on its own. Cons It is very comprehensive and often suffers from either glitches or issues which can cause issues in the user experience. Being so delicate, it can take a while to set up. Review Source DA Dragos A. Technical Engineer Computer Hardware Used the software for: Less than 6 months ### "My Genesys Cloud CX review" August 5, 2022 4.0 Pros I think i like the easy of use from any place. Cons The annoying thing is when the calls fail. Review Source CA Cami A. Inbound Consultant Individual & Family Services Used the software for: Less than 6 months ### "Smooth running, visually appealing" January 19, 2019 4.0 Pros Purecloud is easy to navigate and has many useful features for both internal and external communication. Good tracking tools of performance for both management and contact center agents. Cons Constantly updating, although a good sign, calls sometimes are poor quality as far as audio and can have delayed appearance in Purecloud. Also some options are too close together and misclicks often occur. Review Source DR Doretha R. Customer service specialist Entertainment Used the software for: Less than 6 months ### "Genesys is good" September 27, 2021 4.0 Can’t complain Pros It was able to dial and make outgoing calls easy Cons There was some glitches that caused it to drop calls Review Source ALD Adjoh Lucie D. Assistante commerciale Building Materials Used the software for: I used a free trial ### "Logiciel de gestion" October 21, 2023 5.0 Pros C'est un logiciel de qualité qui transforme l'expérience client en créant des résultats.il est utile dans les entreprises. Cons Je ne trouve aucun inconvénient à ce logiciel l'utilisateur peut l'expérimenter. Review Source DG Devache G. Entrepreneur Marketing and Advertising Used the software for: I used a free trial ### "Logiciel de satisfaction clients" October 31, 2023 4.0 Pros Ce logiciel met très à l'aise les clients et leur facilite les opérations.Genesys Cloud CX est très efficace Cons Ce logiciel est sans reproche.Il est très adapté aux besoins des clients Review Source TK Togbedji K. Assistant Judiciary Used the software for: I used a free trial ### "Logiciel de gestion de communication " November 23, 2023 5.0 Je recommande vivement son utilisation qui est très efficace. Pros Le logiciel est un outil de bonne qualité qui est au service de la communication des clients. Il permet aussi l'engagement des clients. Ce logiciel est un système VolP et téléphoniques pour petites entreprises. Il est une intelligence artificielle. Cons Ce logiciel n'a pas d'inconvénient ou de problème. Review Source SB Senami B. Assistante Design Used the software for: I used a free trial ### "Logiciel d'enregistrement d'appel " October 31, 2023 5.0 Pros Genesys Cloud CX est un bon logiciel car elle permet d'enregistrer des conversations à caractère important . Cons Ce logiciel n'es pas très coûteuse et est facilement accessible Review Source JO Jonathan O. Planning Manager Utilities Used the software for: 1-2 years ### "PureCloud" September 26, 2019 5.0 Pros The user interface is instinctive and so user friendly. Quick to pick up. A fantastic product. Cons Still to find something that I don't like. Compared to old product this is worlds apart Review Source HN Hoong N. Dir. IT and Development Used the software for: 6-12 months ### "Great dealing with the team from Sales to implementation and Customer Success" March 6, 2018 4.0 Pros Flexible - you can scale up or down depending on your needs. Cost effective and well documented API libraries Cons Native reporting was a little lacking and slightly cumbersome Review Source DG Doris G. Assistante de direction Financial Services Used the software for: I used a free trial ### "Outil de gestion clientèle." November 13, 2023 5.0 Pros Ce logiciel permet de transformer les expériences clientèles tout en créant des résultats. Il permet aussi enregistrer les appels téléphoniques des clients. Cons Nous n'avons pas trouvé d'inconvénients pour cet outil. Review Source WD Wendy D. Assistant to the CFO Philanthropy Used the software for: Less than 6 months ### "Awesome" November 4, 2016 5.0 This new program is easy to use and the customer service is absolutely the best! They have designed a program tailored to our specific needs. Pros Ease of use Cons Nothing Review Source SB Stephanie B. Telecom Analyst Veterinary Used the software for: Less than 6 months ### "VERY FRUSTRATED" March 12, 2020 1.0 very poor Pros nothing so far since we are unable to set up the product SFDC bridge connector Cons we are trying to set up PureCloud to work with the SFDC bridge connector - not able to set this up and not support from Genesys Reason for choosing Genesys Cloud CX want to keep Genesys but not support from Genesys - this is giving SFDC an edge Review Source Similar Products Featured