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Genesys Cloud CX

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About Genesys Cloud CX

Genesys Cloud CX is a cloud-based contact center platform from Genesys designed for omnichannel customer use management. It provides capabilities such as Genesys Cloud CX, Genesys Cloud EX, and AppFoundry so organizations can personalize experiences at scale. With over 10,000 trusted clients in more than 100 countries, this platform supports rapid advancement in contact centers and offers extensive functionalities. Users can easily get started with a comprehensive set of platform capabilities tailored to their needs. Key capabilities: omnichannel support workforce engagement analytics and reporting integrations automation Best for: customer service teams that need a versatile solution for managing diverse communication channels.

Genesys Cloud CX Details

Vendor
Genesys
Year Launched
1990
Location
1302 El Camino Real, Menlo Park, CA 94025, US
Deployment
cloud, on premise, windows, linux
Training Options
documentation, videos, live online, in person
Countries Served
All Countries.
Languages
1. English - US, 2. English - GB, 3. English - SG, 4. 简体中文, 5. 繁體中文, 6. Français, 7. Deutsch, 8. Italiana, 9. 日本, 10. 한국인, 11. Polski, 12. Português, 13. Español
Users
Administrator, Supervisor, Agent, Quality Assurance Analyst, Customer Support Representative, Help Desk Specialist, IVR Developer, Knowledge Base Manager, IT Manager, Contact Center Manager, Customer Experience Manager, Telephony Engineer
Industries Served
Banking, Healthcare, Retail, Insurance, Government
Tags
Artificial Intelligence, Auto Dialer, Call Center Workforce Management, Call Center, Call Recording, Contact Center Quality Assurance, Contact Center, Conversational AI Platform, Customer Communications Management, Customer Engagement, Customer Experience, Customer Satisfaction, Customer Service, Help Desk, IVR, Knowledge Management, Live Chat, VoIP, Telephony, Predictive Dialer.

Genesys Cloud CX's In-App Market Place

Does Genesys Cloud CX have an in-app market place?

Yes

How many Mini-Apps in the marketplace?

4

Mini Apps

Feebak

2ring dashboards and wallboards

Sightcall vision

eureka

Pricing Options

Free trial
Free version
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Accepted Payment Currencies

Usd ($), Eur (€), Gbp (£), Jpy (¥), Aud (A$), Cad (C$), Chf (Chf), Cny (¥), Sek (Kr), Nzd (N$), Rub (₽), Try (₺), Inr (₹), Sgd (S$)

Pros & Cons

  • 1. Customization and API coverage: Offers extensive customization options and robust API integration capabilities.
  • 2. Rapid cloud migration: Enables quick migration of telephony solutions from on-premise to the cloud.
  • 3. Business agility: Shifts support responsibilities from IT to the business, allowing for more agile optimization of customer experiences.
  • 4. Expanded capabilities: Provides new features and functionalities not available in previous systems.
  • 1. Post-sale support challenges: May require additional effort to train engineers for effective troubleshooting.
  • 2. WEM and reporting limitations: While improvements are ongoing, WEM and reporting features may still fall short of expectations.
  • 3. Routing issues: Virtual edge routing can sometimes lead to call routing problems.
  • 4. Data lag: Occasional delays in accessing data through the UI or APIs can hinder agent and call center management.
  • 5. Learning curve: Overcoming initial challenges and learning how to optimize processes can be time-consuming.

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