# Page 3 | Genesys Cloud CX Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Genesys Cloud CX the right Call Center solution for you? Explore 264 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 (264) [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 3 - Reviews of Genesys Cloud CX ## Showing most helpful reviews Showing 51-75 of 264 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Manager - Systems and Workforce Management Insurance Used the software for: 1-2 years ### "A good product that is getting better" May 18, 2021 4.0 Overall we have been pretty happy with the Genesys Cloud application. When we find things that are lacking, we are able to put in ideas for enhancements and some of those ideas have already been implemented. Pros We love that the Genesys system provides us with a single system for all our customer interactions. We can handle inbound and outbound calls, chats, emails, and SMS. In addition, all the call recordings and call evaluations are in the same system (or will be when we are done rolling it out). Cons I think Genesys has some work to do on enhancing the sorting and filtering capabilities with the various views. I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few. Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Cost was a large consideration, but also pulling all the communication channels into a single system with call recording, call quality and the ability to do surveys. Review Source Sam O. IT Systems and Telephony Admin Airlines/Aviation Used the software for: 2+ years ### "Feature Rich, easy to use Telephony Systemz" June 4, 2021 5.0 Genesys Cloud has been amazing for our company since moving across from PureConnect. In this new "Work from Home" world we live in, it has been a massive contributor and backbone to our strategy and has allowed us to continue operating successfully during the Covid period. Pros It is very easy to find my way around, make quick changes on the fly and administer from anywhere in the world. The amount of new features coming out weekly was also a huge selling point for us and watching the system grow and evolve has been fantastic. Cons I would like a few more fine-grained features such as being able to customize the hold experience per flow and being able to take some of the global features and making them IVR/queue based due to requirements of different brands that I manage. Reason for choosing Genesys Cloud CX It was the best option for fitting our needs. It had enough features without being overly complicated and was cloud based and offered a work from home solution. Review Source BJ Brian J. Senior Specialist, Technology Hospital & Health Care Used the software for: 2+ years ### "Happily Migrating From Genesys PureConnect To Genesys Cloud" October 28, 2022 5.0 As the Ascension Technologies contact center standard, Genesys Cloud equips Ascension with an industry-leading, flexible, reliable all-in-one omnichannel contact center and communications solution. Our Genesys application has been positioned to provide our lines of business with full interaction (call/callback/voicemail/email/chat/SMS) queuing, self-service, & recording capabilities, as well as automated outbound dialing, CRM/EHR/EMR integration, workforce management/engagement tools, end-to-end reporting/analytics, and 24x7 technical support & consulting. By unifying communications & data availability across Ascension, we are reducing complexity, simplifying administration, improving efficiency, and reducing total cost of ownership--all without disrupting existing systems. This has proven key to delivering a consistent associate/patient experience for our users. Pros The application is much easier to administer, manage call flows, and expand to other lines of business. We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality. The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA. Cons As with any product, there are some lacking features/functionality, but the roadmap seems promising. We still struggle a bit with the Support process, and would suggest more live hands-on troubleshooting upfront rather than relying solely on uploading log files and videos of the replicated issue. Review Source NA Nafees A. MSE Banking Used the software for: 2+ years ### "Great Software" March 29, 2023 5.0 Its been a great experience and business is really happy so far. Pros Great feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere Cons WFM and WEM needs little more lift to compete with industry leaders Alternatives considered [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[Amazon Connect](https://www.capterra.com/p/234575/Amazon-Connect/) Reason for choosing Genesys Cloud CX features, ease of build and support. Switched from [Aspect Unified IP](https://www.capterra.com/p/212450/Alvaria/) Needed to move to the cloud instead on-prem to a system with more features and avoid upgrades every so often Review Source JT Jason T. Business Technology Solution Architect Insurance Used the software for: 1-2 years ### "Genesys Cloud " April 30, 2021 4.0 Pros It is easy to set up an IVR using Architect. User creation is simple and bulk imports are available. You can separate areas of your organization using Divisions which is beneficial. If you utilize Genesys Cloud Voice as your carrier, setting up and provisioning phones is simple. Also, this is a cloud based application, they are always updating it. Genesys has an ideas page, where you can submit changes you would like to see to the application and vote on other changes that have been suggested. Cons The reporting when it comes to segments of the calls and where they are transferred to could be better. It is difficult to determine where calls are going. The system does not currently record calls between users. We have several scenarios where an agent calls for assistance that we would like to be recorded. Review Source NT Nicholas T. UC Engineer / Developer Retail Used the software for: 2+ years ### "Pleasantly Satisfied with Genesys Cloud CX" March 28, 2023 5.0 We have has a positive experience with Genesys from a technical perspective. Pros This system have massive potential for customization and reasonable API coverage. Cons The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can troubleshoot issues. Alternatives considered [Five9](https://www.capterra.com/p/132405/Five9/)[Cisco Jabber](https://www.capterra.com/p/212050/Cisco-Jabber/)[Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Reason for choosing Genesys Cloud CX Genesys offered the whole package with as few moving parts as possible. Switched from [Avaya Experience Platform](https://www.capterra.com/p/212871/Aura-Call-Center-Elite/) Avaya is a technological dead end. Review Source TP Teri P. VP - HR, Payroll, Contact Center Computer Software Used the software for: 1-2 years ### "PureCloud is easy to navigate and I appreciate that there are continuous improvements being made." September 12, 2017 4.0 Ease of connecting all my agents and the ability to easily move agents as needs changed. Adding customers quickly and being able to provide dedicated, specific customer service for their customers. Also, being able to have control of changing messages. In my previous software I was supposed to provide 24 hours notice if I wanted the inclement weather message played because we needed to close - we are in Wisconsin - we don't really decide to just close 24 hours in advance, we wait and see if it is really necessary and then proceed. Having that ability to change with changing/time sensitive situations also extremely helpful. Pros Hands down - ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for Outbound, Email/Chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call back a different number. We are also able to house all supporting documents within the software - so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PureCloud as we were maxing out and having a difficult time going up/down in seats and be agile about it previously easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PureCloud through the step-by-step directives. I also really like that there are improvements being made daily to PureCloud (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product. Cons I would have to say my greatest pain point is reporting. Canned reporting within PureCloud is limited and there have been minimal modifications made here. The data is available through the API but without having that resource internally, I rely heavily on running my own data for the operation from contact center stats to generating information for invoicing clients that we provide 3rd party contact center services for. This is a sticking point for me. Additionally, the script writer is a bit cumbersome - improvements are coming on this one, but at this point I don't load a full script, I only screen pop information regarding the account because it is difficult to build and have it make sense for what I need it for. Biggest issue? Everything is plain text so all my bold, colorized, hyperlinked etc. all disabled. Review Source JM James M. Director, Business Optimization & Integration Marketing and Advertising Used the software for: 2+ years ### "Great all in one communications platform" April 21, 2026 5.0 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. 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. Alternatives considered [Cisco AnyConnect](https://www.capterra.com/p/169495/VPN-and-Endpoint-Security-Clients/) Reason for choosing Genesys Cloud CX Features, pricing and ease of deployment Review Source Lizandro H. Sales Development Specialist Marketing and Advertising Used the software for: 6-12 months ### "Perfect for call centers" November 13, 2023 4.0 I'd say it was overall an 8 out of 10. It's important to have call recordings but the use of it was easy. Pros How easy and quick it is to dial numbers in just one click. Also the transfer tool was friendly and very optimal. Easy to use. Cons The call quality and the recording of the calls were sometimes not heard. Review Source Robert W. Sr. Director - Innovation Architects Telecommunications Used the software for: 2+ years ### "Best All-in-One CCaaS solution for businesses -- small or large" February 10, 2022 5.0 Genesys Cloud was easy to deploy and agents picked up the interface quickly. Integration with back-end data and systems was simple using web services and the Architect allowed call flows to be created in days. Pros Genesys Cloud CX has it all. Never do I have to wonder about integrations, added costs, or extra training when Genesys has all the features that a contact center of any size has all built into a single, web-based product with super reliability and ease of use unmatched in the market. Cons While WFM has come a long way, there are still features that Genesys needs to add and is working on those. Also, reporting needs more visualization and trending data. Reason for choosing Genesys Cloud CX Best set of features for the price and no need to add anything to the product. Review Source DG Diana G. Engineer Financial Services Used the software for: 2+ years ### "Genesys Cloud CX review" March 23, 2023 5.0 less hardware print in our data centers. A lot more ease of use for our end users. Integrations from 3rd parties with Genesys. API driven. Pros the ease of use from Engineering, administration, and end user perspective. Also, all omnichannel offered in one UI. Cons most of the time support. It can take some time to get them on the same page with you regarding concerns or issues. Switched from [Avaya Experience Platform](https://www.capterra.com/p/212871/Aura-Call-Center-Elite/) not very streamlined with their offer of one UI platform for omnichannel Review Source PS Phatana S. Omni Channel Engineer Automotive Used the software for: 1-2 years ### "Quick Review of Genesys Cloud CX" March 29, 2023 4.0 This telephony platform is great! Pros what I like about Genesys Cloud CX is newer updates are automatically updated for you in the Cloud version. Cons There are features that need to be automated and needs improvement. Review Source VR Verified Reviewer Senior Systems Engineer Information Technology and Services Used the software for: 1-2 years ### "Best on premise to cloud transformation of contact center application" December 10, 2022 5.0 Over 1.6 years of experience in Genesys cloud. Also worked with Amazon connect but the most user-friendly and easy-to-use Genesys is the preferable one. Pros Genesys cloud has both architect and agent desktops it depends on the license. It is easy to build and test the flow. Scheduling and agent desktop view is best to experience. Inbound, outbound, Bot flow, Web messaging, Secure flow and email, etc. its like omnichannel supporting Cons Still, there is a lag on the architect's side. Example: Genesys support only limited languages so other than the non-supported language we have to select Google TTS. Sometimes it doesn't work properly Alternatives considered [2Ring Dashboards & Wallboards](https://www.capterra.com/p/193488/Dashboards-Wallboards/) Reason for choosing Genesys Cloud CX Compared to other products Genesys is the most user-friendly and cost-effective. You can integrate third-party applications with Genesys. Review Source VR Verified Reviewer Workforce Scheduler Telecommunications Used the software for: 1-2 years ### "8/10 product for now, as this product gets better will easily be a 10/10 product in the future" January 24, 2021 4.0 I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future Pros It was easy to implement and start up. For my company as we had multiple software for our CRM, Genesys Cloud really made it easy as it is all in one software Cons Some areas still need to be developed, such as the reporting and the Workforce Management addon Alternatives considered [Verint Automated Quality Management](https://www.capterra.com/p/104168/Impact-360/) Reason for choosing Genesys Cloud CX More companies was using it at the time and the vendor was locally based Switched from [Cisco Unified Intelligent Contact Management Enterprise](https://www.capterra.com/p/213093/Cisco-Unified-Intelligent-Contact-Management-Enterprise/) Lisence was expiring and the technology wasnt there Review Source VR Verified Reviewer Analyst Automotive Used the software for: 1-2 years ### "Not a Big Fan" September 5, 2018 3.0 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. Review Source Response from Genesys September 6, 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 lara.booth@genesys.com (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth JYT Joseph Ysmael T. Genesys Cloud Consultant Information Technology and Services Used the software for: 2+ years ### "A very honest review of Genesys Cloud CX" July 29, 2022 5.0 Very satisfactory. Pros What I like the most with this software is that it is a contact center technology that is readily available in the cloud. Agents, Supervisors, Admins or any user can access the software anytime anywhere. Cons There are still some features that are available in other platforms but still not available in Genesys. Some of these are: 1. Play Agent Greeting 2. Multiple Wrap up codes 3. Multi - tier wrap up codes Review Source Arianna R. Robotic engineering Computer Software Used the software for: 6-12 months ### "Great features in one platform" August 11, 2023 5.0 It allows us to provide a more comfortable experience to the customer with functions that make them feel that they are important and we listen to their complaints or claims to solve them. Pros provides various benefits such as1. easy use and initial setup2. Improves communication with the client3. self-service 24 hours a day, 7 days a week4. They are always up to date with new technology5. Go from chatbot to live agents in seconds Cons Maybe I would like them to improve in the training part, I felt that at the beginning I was lost among all the functions without being able to take full advantage of them. Review Source VR Verified Reviewer Computer Engineer Computer Software Used the software for: 1-2 years ### "Can help businesses optimize customer service and improve customer satisfaction" April 22, 2023 4.0 Pros Provides a user-friendly interface that makes it easy to navigate and manage customer interactions and offers a variety of integrations with third-party applications, such as CRM and workforce management software, which can help improve efficiency and streamline workflows. Cons May require significant customization to fit specific business needs, which can be time-consuming and costly and can be challenging to manage large volumes of customer data and interactions, particularly without proper training or expertise. Review Source TA Terry A. Business Analyst Financial Services Used the software for: 1-2 years ### "Breath of fresh air vs historical telephony systems" August 27, 2022 5.0 The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this. Pros Ease of use. The GUI is clear and concise on both and agent and Administrator level. Cons The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents. Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[Cisco Jabber](https://www.capterra.com/p/212050/Cisco-Jabber/) Reason for choosing Genesys Cloud CX The cost benefit analysis and uptime SLAs could not be matched against any of the other products at hand. Review Source OA Osman A. Líder de proyectos Banking Used the software for: 2+ years ### "¡Una plataforma orientada a la experiencia!" July 11, 2022 4.0 Excelente plataforma. Flexible, permite movilidad y adaptabilidad a las necesidades de una organización. Pros Probablemente mi mejor experiencia ha sido con IVR-Architect Cons Compartir pantalla, ya que únicamente la experimentamos en video llamada. Alternatives considered [Avaya Experience Platform](https://www.capterra.com/p/212871/Aura-Call-Center-Elite/) Reason for choosing Genesys Cloud CX Se presentó un panorama amplio acerca de su alcance y de como podría cubrir la mayoría de necesidades en la organización. Switched from [Avaya Cloud Office](https://www.capterra.com/p/212483/Avaya-IP-Office/) Homologación de servicios en la región Review Source SKT Song Kean T. NOC and SOC Manager Telecommunications Used the software for: 2+ years ### "Smooth Operator" April 15, 2024 5.0 A telephony tool that works and delivers Pros Features rich tool to enable smooth customer service operation, inbound call recording and phone queues management. Configurable dashboard set-up Cons No notification to the users when it is disconnected due to network instability Review Source KO Kymberli O. Product Owner Consumer Services Used the software for: 2+ years ### "G Cloud" August 25, 2020 4.0 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. Alternatives considered [Five9](https://www.capterra.com/p/132405/Five9/) Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) We needed more multi-channel forms of communication with our clients/members/customers. Review Source RA Rodrigo A. Analyst Banking Used the software for: 2+ years ### "Administrator" January 14, 2021 4.0 It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution Pros Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed. Cons Integrations with other legacy products have been an inconvinience. Alternatives considered [AWS CloudFormation](https://www.capterra.com/p/205397/CloudFormation/) Reason for choosing Genesys Cloud CX Integration performance. Drive innovation Reduce time to market Cost management Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) \-Technical evolution -Overall cost -Strong user community -Product functionality and performance Review Source WP Winston P. Asesor Transportation/Trucking/Railroad Used the software for: 1-2 years ### "La mejor opción de Call Center" April 26, 2023 5.0 Pros Su facilidad de uso y manejo tanto de usuarios como supervisión Cons Por el momento es el software no tengo quejas Review Source Irfanudeen S. Senior Business Development Associate E-Learning Used the software for: Less than 6 months ### "A Game Changing Dialer tool" April 7, 2022 5.0 Genesys Cloud CX is good, but not that good as Ameyo. I enjoy more features in ameyo like conference calls, call mute. In Genesys call divert option available, but we don't know whether they are online or offline. Pros The best about genesys is it's clarity of calls through VoIP. The auto call recording feature helps a lot in auditing the client calls for future references, at the same time all the calls are automatically stored in the cloud, we can download them if required. Good customer support with immediate response. Cons The server line is busy sometimes. The DID extensions failed often, so we have to work with new DID frequently. Review Source Similar Products Featured ## Related categories [IVR](https://www.capterra.com/ivr-software/)[Collaboration](https://www.capterra.com/collaboration-software/)[Customer Satisfaction](https://www.capterra.com/customer-satisfaction-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.