# Page 4 | Genesys Cloud CX Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of Genesys Cloud CX ## Showing most helpful reviews Showing 76-100 of 262 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use EAM Edgar Alan M. Systems Leader Food & Beverages Used the software for: 1-2 years ### "GENESYS CLOUD WITH HEINEKEN MEXICO" July 7, 2021 4.0 We want offer to our clients the best services in Customer Service, Pickup Sales Orders, Surveys, IVR, SMS, IPA Tool, ACD Tool, and incorporate new digital tools: Speech analytics, WFM, Voice Bots, Whats app and the like. Pros Powerfull Platform and the most important you can add many features from the appfoundry in order to incorporate any kind of service or technology and offer the best customer service. Easy to integrate to our CRM, Web pages. The Genesys Team help us to enhance the functionalities that we want implement in our company. Time to implement was very short 6 months. Cons We have problems with the integration with our SAP, because the version wasn't compatible with the solution. Reason for choosing Genesys Cloud CX We didn´t consider others alternatives. Review Source juan C. ejecutivo Banking Used the software for: 6-12 months ### "Gestion rapida" November 21, 2022 5.0 no es de los peores que he ocupado pero tampoco es una maravilla Pros La facilidad en la que se implementa y la función que cumple van acorde a la necesidad del trabajo efectuado. posee varias funciones aparte de generar llamadas, sirve como chat con su collaborate donde permite comunicarse entre el equipo de trabajo para así tener una comunicación fluida estes donde estes. además de gestionar horarios y turnos de cada ejecutivo. Cons las caídas de sistema, llamadas cortadas y sin información Review Source RS Ruby S. Test Specialist Information Technology and Services Used the software for: 2+ years ### "Excellent contact centre platform" February 14, 2023 5.0 The overall experience with Genesys Cloud CX has been top notch. We were able to go live with 11 plus countries and soon will be live with many more countries. Customer support is very efficient as the turn around time is very less. Pros As an administrator, I find Genesys Cloud CX easy to use application. It can connect with real time attributes. The capability and scalability of this tool is flawless. Some of the other features that I like includes the call logging, predictive engagement, blind transfers, etc. Cons One of the features which I like the least is it's limitation on a number of segments that can be added for a given license. The configuration flow if a user is live with multiple markets is very complex at times which requires a lot of additional support. Review Source VR Verified Reviewer IT Supplier Risk & Governance Manager Banking Used the software for: 2+ years ### "Genesys service & product review" February 1, 2019 4.0 Its providing and outsourced to the bank which we can rollout new call centre very quickly Pros Pros: Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services. Cons Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so, The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants. The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand Review Source NK Naleen K. Analyst Information Technology and Services Used the software for: 2+ years ### "All in one Communication Tool" February 22, 2023 5.0 Pros Great software that manages multiple communication methods.Also tracking individual performance is much easier and real time performance is a great function as it increased individual performance. Cons Log in and log out can me made simpler as compared to Pureconnect. Alternatives considered [Odigo](https://www.capterra.com/p/196966/Odigo/) Review Source AS Andrew S. Telecom Higher Education Used the software for: 1-2 years ### "Great Contact Center Software " July 20, 2022 5.0 Genesys solved the problem of excessive call volume by providing more options to communicate with our customers. Also has assisted greatly with reporting and analytics. Pros The user friendly layout, and easy to navigate dashboard, makes for an easy user experience and very easy to train and assist when questions arise. Cons Salesforce integration is not the most intuitive. Review Source TS Tim S. IT Technician Information Technology and Services Used the software for: 1-2 years ### "Genesys Cloud delivers" May 5, 2021 5.0 As we are still in the grip of a pandemic, using a cloud-based UC and CC solution, as Genesys Cloud, is invaluable to allow our people to work from home or anywhere with internet. As everyone is provided with a laptop and headset, we can guarantee 100% uptime of our Contact Center. Pros Combined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability and resilience. Cons More ringtones needed - only one provided and it gets very irritating when in an office. Email interactions function needs refining. Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/) Reason for choosing Genesys Cloud CX When looking to replace our aging Avaya system, we looked at various different solutions but a cloud-based one was a must. From the three we evaluated, Genesys Cloud was chosen over the other two as it was an all-in-one solution (not separate UC and CC, no matter how much we were told it was integrated by the vendor) and they didn't use heavy-handed sales techniques Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Old, unreliable Review Source SP Stamatios P. SVP Contact Center Technology Banking Used the software for: 2+ years ### "Make your Cloudy Contact Center Model Clear" September 6, 2023 4.0 Overall, the Genesys Cloud CX solution helped save us from the hassle of having to maintain the much needed hardware maintenance activities associated with your tradition on-prem solution. The flexibility with call routing enables us to get calls routed to the correct resource for support. Pros The IVR and virtual contact center routing capabilities along with Virtual hold callback solution and the outbound dialer campaigns is what we are actively using that our contact center receives a benefit from along with API connections to our host system for self service automation enabling our workforce to concentrate on handling exception versus normal contact requests. Cons speech recognition for banking industry can be improved upon. Review Source fM fabio M. Consultor IT Airlines/Aviation Used the software for: 2+ years ### "spectacular" March 7, 2024 5.0 Pros easy to adaptacion for contaccenter agents Cons some limitations in the chatbot, functionality continues to grow Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Selim D. Inside Sales Specialist Information Technology and Services Used the software for: 6-12 months ### "One of the best in the business" April 9, 2023 5.0 Very happy with it, really worth the money. Pros Very easy to use, master of unified communications. Easy to deploy and helps improve sales, provide better customer experience and track agent performance & share feedback with the team Cons It's one of the most popular solutions for customer experience, so it's expensive. Review Source AG Altaf G. AVP, Telecom Systems Financial Services Used the software for: 2+ years ### "A Cloud like no other" June 2, 2020 5.0 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. Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) Reason for choosing Genesys Cloud CX It offered a more well-rounded set of features. The outbound dialer was also superior on the Genesys Cloud offering. Switched from [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) It wasn't a contact center solution and there were also reliability issues. Review Source PC Pedro C. Network Administrator Telecommunications Used the software for: 2+ years ### "Genesys Cloud - Perfect for Contact Center" March 3, 2021 5.0 Pros Genesys Cloud allows our staff to make and receive calls from anywhere. The call quality is great and with the WebRTC , we just need a web browser to be online and available for our customers. The interface is easy to use and there are several reports templates to provide historical information for the interactions, performance, queues, etc. Cons Genesys Cloud could provide an option to allow users to send the reports by email and also I would like to have more tools for troubleshooting interactions. Review Source NW Nicole W. Director, Omnichannel Services Automotive Used the software for: 2+ years ### "Genesys CX brings incredible value" March 23, 2023 5.0 We've seen incredible value with migrating to the platform. Able to consolidate multiple omnichannel platforms into one. API integration is easy. Reporting is excellent Pros Ease of use, innovation speed, true omnichannel suite Cons Operational support is terrible, Professional Services tries to fit you into their mold for how to implement Alternatives considered [CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[Avaya Experience Platform](https://www.capterra.com/p/212871/Aura-Call-Center-Elite/)[Twilio Flex](https://www.capterra.com/p/223888/Twilio-Flex/) Reason for choosing Genesys Cloud CX Ease of use, innovation speed, true omnichannel suite, industry experience Review Source TH Taja H. Fan Service agent Apparel & Fashion Used the software for: 2+ years ### "Genesys " December 13, 2022 4.0 Pros Perfect for the call center to receive and cycle through calls, emails, and chats. Cons There are glitches and bugs and system issues. Sometimes calls do not come through Review Source AB Adrian B. Enterprise IT Engineer Marketing and Advertising Used the software for: 1-2 years ### "Excellent all in one product" March 11, 2021 5.0 Brilliant product and seamless integration, did not take long to get the product set up and the users onboarded Pros Seamless integration, great product and feature rich under continual development - all in one place resouce Cons Nothing really comes to mind at present, the Dev environment is a little cumbersome Reason for choosing Genesys Cloud CX The costs were better and the customer support and understanding of what we required was great. Switched from [Avaya Experience Platform](https://www.capterra.com/p/212871/Aura-Call-Center-Elite/) Legacy system, cumbersome and hard to implement trials without expensive CAPEX. Wanted to move to a cloud based solution Review Source CB Chris B. Director, Call Center and HR Operations Used the software for: 1-2 years ### "The Purecloud platform has assisted us in revolutionizing the way we do business. " December 19, 2017 5.0 Pros The user interface reminds me of Apple software in it's simplicity of design and features. The flow of options is easy for new agents to adopt and creates an inviting environment for customer support. The reporting tools are fantastic and the "live" queue overviews is a nice touch. The ability to make changes, publish, and "go-live" all in one screen streamlines call center operations and improves efficiencies and productivity. The overview of user profiles, showing availability, background. skillset, and more improvise time needed to support customers as we have a birds eye view of where everyone on the organization is. Cons I hope in time reporting mechanisms can be changes. When pulling queue specific reports i.e. queue summary for a specific week can become challenging if month end is included in that week; example - if pulling a weekly report for week of November 30, 2017 the end of week is December 3, 2017. The report will not show you summary information for the whole week as it breaks it apart into November and January (by month). This make is a manual process to see weekly service levels, abandon rates, and offered calls amongst any other metrics needed. Also, another area for improvement is real time agent performance - you cannot currently see how long an agent has been sitting in after-call-work. Additionally, the availability to have voicemails auto-routes like calls would be a nice feature. Review Source VT Vijaya T. Manager Financial Services Used the software for: 6-12 months ### "Cloud Solutions for Contact Center" October 13, 2022 5.0 The best experience is we get all in one page or in one link. Agent supervisors get agent recordings, reporting and monitoring all in one login to Genesys Cloud CX. Pros Genesys Cloud Contact Center routing solutions are easy and implement and use for inbound and outbound calls and also for Chat. We are in middle of the migration process and hopefully we will be migrating complete our contact center from Genesys Engage & Avaya to Genesys Cloud CX Cons API integrations with other 3rd party solutions Alternatives considered [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Reason for choosing Genesys Cloud CX Due to limited functionality and interface in Avaya, we want to go with Genesys Cloud CX for better features and functionality and also many other important features that suite for our requirement. Review Source MB Martin B. Business Expert Consumer Services Used the software for: 1-2 years ### "GC in CSC" September 14, 2022 4.0 Overall I would say GC is a very up-to-date tool which provides most of the things Customer Service Center needs. During 2 years of experience we have faced only 1 unplanned downtime and just a few integration issues which is very important to run 24/7 customer service. Pros As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us. Learning from the past and systems we used, we have made a good decision to start working in Genesys Cloud. It improved our real-time management which has a huge impact on SLA and agent availability. Cons We were aiming to use internal chat functionality within GC but it wasn't adjustable and it didn't fit our company needs due to security risks we found in it. For a huge company like ours, the internal chat isn't the recommended option because you can't filter/categorize people within your organization Review Source VR Verified Reviewer Customer Service Representative Entertainment Used the software for: 6-12 months ### "A Step Up From Previous Call Center Software, But Prone To Errors" March 20, 2020 3.0 While PureCloud has had its frustrating glitches, I find that it works far better and more intuitively than previous call center software. Having access to a number of features all in one place, rather than spread out across multiple programs, truly provides ease of mind. Pros PureCloud allows fluid communication either across the call center floor, across town, or even across the state or country. It allows multiple utilities that previous software such as Presence did not allow for, such as callback and voicemail functionality, chat features and built in email clients. It becomes a one-stop shop for a call center looking to offer more outreach for customers. Having the ability to work from home, especially in times of crisis, is crucial and this is what PureCloud does best. Cons Prone to outages and glitches, though admittedly some of these could be due to network errors within the company. The email client is less than intuitive, and frequently seems to block out valuable attachments, which are important when working in a tech support role. Review Source VR Verified Reviewer Network Mimar¿ Banking Used the software for: 2+ years ### "Genesys Review" January 9, 2020 5.0 When you compare the other Contact Center social media tools, I'm pretty sure that genesys did well on this. Previous versiyona has some issues and diffuculties while integration you should be a pro. But now they're making the stuff more eaiser which pretty Fast comparing the past. Pros Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it. Cons Wish that it also have instagram, YouTube, appstore and googleplay integration features as well rather than providing Professional services. Alternatives considered [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/)[Webex Suite](https://www.capterra.com/p/237272/Webex/) Review Source VR Verified Reviewer Computer Engineer Computer Software Used the software for: 1-2 years ### "Omnichannel capabilities" June 1, 2023 4.0 Pros Genesys Cloud CX offers seamless integration across multiple channels, including voice, email, chat, social media, and SMS. Cons Genesys Cloud CX is a comprehensive platform with various features and functionalities, which may require some time for users to fully understand and utilize. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Review Source Joan S. Workforce Manager Consumer Services Used the software for: 2+ years ### "Good" June 26, 2021 4.0 good Pros All Good, it very user friendly, some stuff very easy to understand and manage, but at some point you need developer knowledge Cons asking other companies wich kind of software they use Alternatives considered [Odigo](https://www.capterra.com/p/196966/Odigo/) Reason for choosing Genesys Cloud CX a bit cheaper Review Source VR Verified Reviewer Freelance Writer Hospital & Health Care Used the software for: 6-12 months ### "User-friendly & Intuitve" March 3, 2021 4.0 I use this in a remote call center environment. It's great that it can be used via web browser or application - makes it flexible when I need to switch computers, etc. When I'm looking at reports, it can sometimes be tricky to see all of my subordinates and their details without individually clicking through each and every name, mostly because the side menu tabs keep taking over half the screen. For its direct purpose - handling calls - really no complaints. Pros I think it's easy to use. I appreciate that you can use it via web browser or application. The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access. Cons Calls often drop for no reason. The time-off tool is clunky - you have to tap through dates and times rather than just enter them manually which can take way too long. The sound quality of calls can be questionable in seasons. The evaluation element. Review Source EjJ Emmanuel jeremiah J. Statistician Accounting Used the software for: 2+ years ### "A master at incident resolving and analysis" July 5, 2023 5.0 Otherwise I am having alot of fun using the genesys cloud and my experience is generally an amazing one Pros What I like most about the genesys cloud is that it's very friendly to use because it doesn't require alot of training and it is easy to navigate through the app Cons What i like least about the genesys cloud is the fact that it freezes some times and it some times takes long to run commands with a time lag of like 10 seconds Review Source CS Chris S. Principal Genesys Cloud Engineer Consumer Goods Used the software for: 2+ years ### "Genesys Cloud" February 7, 2023 4.0 All in one contact center. Pros Easy to deploy. Different licensing packages for different size businesses. API's can connect to almost all third party products.Amazing Analytics, Queue Routing, etc. Cons Workforce Engagement Management could use some updates which Genesys is actively working on.Surveys could use some updating.True Screen Cloud Recording could use some updating.Mobile Web Messaging could use some updating. Alternatives considered [CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) Review Source Similar Products Featured