# Page 9 | Genesys Cloud CX Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 9 - 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

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Genesys Cloud CX

4.3 (262)

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Last updated March 13th, 2026

# Page 9 - Reviews of Genesys Cloud CX

## Showing most helpful reviews

Showing 201-225 of 262 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

JH

Joshua H.  
IT Admin  
Biotechnology  
Used the software for: Less than 6 months

### "Customizable Call Center"

March 21, 2019

4.0

Pros

Opens up multiple lines of communication across the business, allowing for easy communication between employees. Many call center tools, including recording calls, and quick customization of inbound call flow. The help center is also very extensive, I was able to find everything I was looking for when customizing our setup.

Cons

In the browser, Purecloud will occasionally stop accepting input from any microphone, regardless of how the settings are configured. The only fix I have found for this problem was to delete the cache and cookies from my browser. Purecloud browser was also unable to accept sound input from any device including the built in microphone on an Mac laptop.

Review Source

FV

Fabrice V.  
Assistant  
Construction  
Used the software for: I used a free trial

### "Logiciel de gestion "

November 20, 2023

5.0

Il est a recommander ce logiciel genesys cloud cx

Pros

Le logiciel genesys cloud cx accomplir une tres tres facile dans la gestion des lieux téléphoniques

Cons

Il est aussi qualifiés par son rapport prix .

Review Source

VR

Verified Reviewer  
Automation Test Lead  
  
Used the software for: 6-12 months

### "Not good tool for team meetings"

April 23, 2018

3.0

Pros

1\. Easy to use tool for meetings 2. user interface is impressive 3. Regular updating the tool is a value addition

Cons

1\. In a group you can not check whether a person is part of group untill unless he is online 2. Call not possible if group size is more than 6

Review Source

LM

Luca M.  
Head of Direct Sales & Special Projects  
Hospitality  
Used the software for: 1-2 years

### "Felxible and reduce time to market"

April 16, 2018

4.0

Pros

Ability to implement small-medium requests in short time and with low impact on IT dept. The continuous improvement on the platform is a plus.

Cons

Not sure about the handling of multi nations architectures. In some case is required to have one administrator handling several instances of the software for every single market.

Review Source

TF

Tedroy F.  
CS/Sales agent  
Consumer Services  
Used the software for: Less than 6 months

### "Genesys Experience"

January 27, 2022

5.0

it's a great experience overall, it is definitely the most relevant currently.

Pros

It is relatively easy to maneuver and simple to learn.

Cons

The ability for anyone monitoring your account to easily make changes to your status.

Review Source

RR

Ray R.  
Customer Care Analyst  
Consumer Goods  
Used the software for: 1-2 years

### "We have been a PureCloud customer for little over a year now. The platform has become more reliable."

September 12, 2017

4.0

Easy implementation, more attractive pricing and greater flexibility.

Pros

The ease of use. The software is very intuitive. The support has been forth coming for the last year.

Cons

The length of time to launch road map items. It has been a challenge being our premise based system offer more functionality and features.

Review Source

TH

Thibaud H.  
Partner  
Insurance  
Used the software for: 1-2 years

### "Very satisfied with PureCloud : easy to use and very stable"

April 3, 2018

5.0

Better monitoring and management of our activity

Pros

Simplicity of use, administration, and control : It allows us to adapt quickly to all new needs we have.

Cons

It is very difficult to know all the new features and how they work. We tend to use only the same functions, even for new needs.

Review Source

ZA

Zane A.  
Systems Manager  
Financial Services  
Used the software for: 2+ years

### "PureCloud"

November 27, 2018

4.0

Pros

Great to make changes on the go, and for users working at home.

Cons

Pricing is a bit too high for small organizations.

Review Source

Estelle E.  
Responsable de vente  
Apparel & Fashion  
Used the software for: I used a free trial

### "Logiciel de service client "

October 14, 2023

5.0

Pros

La plateforme est dotée dune bonne fonctionnalité et permet la satisfaction des besoins des clients. L’interface d’utilisateur est impeccable.

Cons

La prise de main au début m’a été très difficile mais avec le temps je me suis adapté.

Review Source

KM

Kyle M.  
Workforce Management Operations Scheduler  
Apparel & Fashion  
Used the software for: Less than 6 months

### "Review from a WFM Scheduler"

February 10, 2022

3.0

From a call perspective it is good when the call quality isn't experiencing issues. There are adherence and reporting metrics that are great. The scheduling portion that is supposed to make this web based call functionality, reporting and adherence portions centralized as well as taking data to project effective schedules is absolutely sub-par and has virtually no basic WFM functionality as well as the projection/forecast tool is completely useless.

Pros

Scheduling is integrated and cloud based.

Cons

The WFM tools for scheduling are lacking so many basic functions.

Review Source

DB

Dani B.  
IS Analyst  
Insurance  
Used the software for: 6-12 months

### "Great VoIP Solution for Medium Sized Company"

February 6, 2019

5.0

Great voice quality, and ease of use. Would recommend.

Pros

Has lots of features including call recording, call forwarding, internal instant messaging and a very nice, easy to navigate layout.

Cons

Requires quite a bit of internal implementation.

Review Source

SA

Samira A.  
Team lead contact Centre  
Banking  
Used the software for: 2+ years

### "Feedback of genesys "

February 8, 2019

3.0

Pros

It’s user friendly and allows users to optimize usage

Cons

Support from IT for some specific issues arising

Review Source

vM

voravit M.  
Solution Sale Manag  
Information Technology and Services  
Used the software for: 1-2 years

### "After sale service and product sale feature"

April 2, 2019

3.0

I got feedback from delivery and support that purecloud hard to work with. (Response time)

Pros

Cloud service offering marketing is excellent to see at first time. Product and feature clearly to understand and choose what customer need.

Cons

The delivery in practical need technical experience to understand PureCloud product and also customer infrastructure such as security policy, voice and application integration. (compatibility)

Review Source

RB

Rogier B.  
Global Product Owner Telecom  
Consumer Services  
Used the software for: 6-12 months

### "One platform, functions are the same for each kind of interaction. Implementation can be fast"

September 12, 2017

4.0

\- Better customer experience - always reachable for our customers - Lower Abandonment rate - Higher SLA - AHT in balance / under control - Insights - Cost reduction - Retention - Less platforms / Less IT admin

Pros

API User interface for the users Canned Responses Architect Multiple channel Analytics, 100% view of each interaction

Cons

Email isn't on a level for multiple brands WhatsApp not available as channel SMS not available as channel

Review Source

HH

Humayon H.  
HOD IT Infra.  
Insurance  
Used the software for: 6-12 months

### "Digitization "

February 12, 2019

4.0

Very good

Pros

Amazing integration with several applications like salesforce, chat bot, emails, whats app

Cons

Need continues today mpronent on Dashboard Application.... it is not reflecting the new age look and feel.... may it has so many functionalities but look and feel is still old in business manager.., Application for iPad also need to improve... like in single window all schemes should be visible

Review Source

Bethany S.  
Business Development Manager  
  
Used the software for: 1-2 years

### "Improved call center dropped calls and system failures "

June 22, 2018

4.0

Pros

We are able to run this dialer with 100s of users without drag or dropped calls. Inbound and outbound capabilities that don't limit the quality of a call. We were able to customize our needs right there live which we all really enjoyed.

Cons

The only drawback we had is if our internet went out then we had no way to make outbound or inbound calls.

Review Source

SA

Shafique A.  
IT Lead  
  
Used the software for: 1-2 years

### "Amazing Contact Center that has allowed us to deliver a true omnichannel experience. "

April 10, 2018

5.0

Pros

\-Data insights -Reporting -IVR Customization -Easy technical onboarding -Modern interface -Cloud Resiliency

Cons

There isn't much to criticise here, the software is dependable and the support we receive is excellent!

Review Source

CS

Caitlin S.  
Night Dispatch  
Transportation/Trucking/Railroad  
Used the software for: 6-12 months

### "Easy and simple"

March 27, 2020

4.0

I love how fully integrated it is, with instant message and phone system being all in one place.

Pros

Purecloud is very easy and straight forward.

Cons

The software is great but occasionally drops calls.

Review Source

gW

georgia W.  
Analyst  
Financial Services  
Used the software for: 6-12 months

### "Genesys at work"

May 20, 2019

4.0

A positive one :)

Pros

Genesys has allowed us to work in an efficient and proactive way with innovative systems and reports.

Cons

The inability to copy and paste segment types

Review Source

VR

Verified Reviewer  
Senior Manager  
Airlines/Aviation  
Used the software for: 6-12 months

### "PureCloud allows seamless global routing"

March 26, 2019

4.0

Pros

Simple user-friendly interface Drag and drop configuration Open API for customisation with other systems

Cons

pricing structure can be complex to understand

Review Source

VR

Verified Reviewer  
Manager  
Retail  
Used the software for: 2+ years

### "PureConnect"

February 7, 2019

5.0

Pros

Call quality is superb. All in one solution for contact centers for all sizes. very great. excellent.

Cons

There is nothing to dislike its great. good and excellent, great product,

Review Source

JN

Jim N.  
CIO  
  
Used the software for:

### "FaceBook meets your Call Center Agents"

May 27, 2016

5.0

We are just starting on the product, but really like it. We only have a few agents on it now, but are piloting it further for more expansion. Our agents have said they really like how easy it is to use. The say that it reminds them of FaceBook for the workplace, but with their queues for calls, emails, chats and now Social & SMS. They're able to see if people are available, online and where they are located and can easily share information and join conference calls or share screens with customers in a few clicks. They're also super excited to try out the new co-browsing feature that allows them to see what their customers are seeing so they can help them navigate our website. So far, so good! We also are Amazon Web Service (AWS) customers already and since this product utilizes the AWS infrastructure, it's a no-brainer for us to trust its resiliency and capacity to handle a scaling usage of bandwidth, etc., if we get slammed with calls at once - The price is right for us too - we only pay for what we use, so if we grow out of the product or decide to do something different, we only pay month to month.

Review Source

DJ

Diendéré J.  
Social media manager  
Marketing and Advertising  
Used the software for: 1-2 years

### "Genesys cloud CX"

December 21, 2022

5.0

Pros

Easy to use the graphical interface is clean the proposed features are perfect for a company

Cons

The voice quality of the calls is to be improved it is not very well done

Review Source

BL

Barbara L.  
CEP  
Telecommunications  
Used the software for: 6-12 months

### "Pure Cloud and its disasters"

February 28, 2017

1.0

For the past 6 months we have suffered ongoing service outages, large scale loss of call center report data, HIPAA violations

Pros

Tech support people are great, but dealing with a deeply flawed product

Cons

Unreliable service 24x7, lack of ability to record and report on IVR data, frustrating user experiences data - agents kicked off queue, lines down.

Review Source

CR

Catherine R.  
CEO  
  
Used the software for: 6-12 months

### "Implementation went smoothly. Works as advertised."

March 28, 2018

4.0

Pros

Good value for the price. Interactive Intelligence invested heavily in upgrades to functionality. Hopefully Genseys will continue doing this.

Cons

The agents don't like the login interface. And supervisors say that the dashboard could use an upgrade.

Review Source

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