Audience
Businesses of all sizes in all industries seeking a cloud-based platform that offers tools and services to help businesses manage customer experience, workforce engagement, and business operations.
About Genesys Cloud CX
Genesys Cloud CX is a comprehensive, cloud-based contact center solution designed to deliver exceptional customer experiences across various communication channels. Built with scalability and flexibility in mind, it integrates voice, chat, email, social media, and messaging platforms into a unified interface. The platform leverages advanced AI and analytics to provide real-time insights, automate routine tasks, and personalize interactions, ensuring efficient and effective customer engagement. With its robust workforce management tools, businesses can optimize staffing and performance while maintaining high service standards. Genesys Cloud CX is designed for seamless deployment and adaptability, making it an ideal solution for organizations of all sizes looking to enhance their customer service capabilities.
Other Popular Alternatives & Related Software
Aircall is an AI-powered customer communications and intelligence platform that unifies phone, messaging, and call center operations. Designed for sales and support teams, it enhances every interaction with features like AI Voice Agents, real-time conversation coaching, and integrated WhatsApp messaging. With powerful analytics, call recording, and shared inboxes, teams gain clarity and can resolve customer issues faster. The platform is easy to set up, offering quick number claiming, seamless integrations, and customizable workflows.
Trusted by over 23,000 companies worldwide, Aircall helps businesses improve connection rates, boost CSAT scores, and streamline onboarding.
By combining automation with human-first AI, Aircall reduces busywork so teams can focus on building better customer relationships.
Learn more
Intermedia Unite® brings business communications, collaboration, and customer engagement into one easy-to-use platform—keeping teams connected, productive, and responsive from anywhere.
It replaces fragmented tools by combining business phone service, video conferencing, team chat, and file sharing into one seamless experience, so employees can collaborate without switching apps.
Unite delivers enterprise-grade calling with 100+ features, integrated customer engagement, and enhanced Microsoft Teams experiences.
With mobile and desktop apps, users can call, meet, message, and engage customers from anywhere while maintaining a consistent business identity.
AI-powered transcription, summaries, and insights help teams capture details and follow up efficiently.
Backed by 99.999% uptime and J.D. Power-certified support, Unite ensures reliable performance—resulting in simpler communications, more productive teams, and better customer engagement.
Learn more
Dialpad Contact Center is Dialpad's AI-native platform for customer experience — the connective layer where conversations, intelligence, and action come together in real time.
At its core, Dialpad Contact Center is the world's first Agentic AI contact center: AI agents that don't just transcribe or summarize, but reason, resolve, and act autonomously across the full customer journey. Instead of routing customers between disconnected tools, Dialpad Contact Center unifies voice, digital, and human agents in one platform, connecting the voice and data silos that have historically kept support teams siloed and reactive.
Every interaction becomes part of a compounding intelligence layer. With 775M+ AI recaps and counting, Dialpad Contact Center turns each conversation into operational insight that improves resolution rates, agent productivity, and CX outcomes over time. That intelligence is continuously optimized, governed, and made visible across your organization through Dialpad's Guardian safety layer, ensuring secure, enterprise-grade AI operations at scale.
Dialpad Contact Center is built to resolve up to 80% of issues autonomously, reducing operational complexity while giving human agents the context they need for what still requires a human touch. People stay at the core; intelligence sits at the edge, ready to act the moment it's needed.
Rather than asking enterprises to take autonomy on faith, Dialpad Contact Center is validated through Dialpad's Proving Ground, so teams can confirm ROI and reliability before committing at scale — a modern alternative to legacy, static bots and fragmented support stacks.
Learn more
Focusing on delivering "Easy-first Unified Communications", Yeastar P-Series Phone System offers companies of all sizes with a complete package for calls, video, messaging, and integrations, out of the box.
With in-built visual call management, integrated video conferencing, advanced contact center features, and ready-made SMS, WhatsApp, Microsoft Teams, CRMs, and more platform integrations, P-Series boosts productivity at all levels and provides everything across desktop, mobile, and browser with simple user apps.
Available in the Appliance, Software, and Cloud Editions, P-Series provides flexible deployment options, allowing you to have it sited on-premises or in the cloud. Balancing costs and future growth, it requires a lower total cost of ownership, less training, and fewer management efforts. The ease of use and future-proof adaptability are paramount.
Learn more
Pricing
Starting Price:
$75 per user per month
Free Trial:
Free Trial available.
Integrations
Company Information
Genesys
Founded: 1990
United States
www.genesys.com
Videos and Screen Captures
Other Useful Business Software
Get full visibility and control over your tasks and projects with Wrike.
Wrike offers world-class features that empower cross-functional, distributed, or growing teams take their projects from the initial request stage all the way to tracking work progress and reporting results.
Product Details
Platforms Supported
Cloud
Windows
Mac
iPhone
iPad
Android
Training
Documentation
Live Online
Webinars
In Person
Support
24/7 Live Support
Online
Genesys Cloud CX Frequently Asked Questions
Genesys Cloud CX Product Features
Auto Dialer
Call Center Management
Supported
Call Recording
Supported
Call Reporting
Supported
Call Scripting
Supported
Lead Management
Supported
Power Dialer
Supported
Predictive Dialer
Supported
Preview Dialer
Supported
Progressive Dialer
Supported
Surveys
Not Supported
Business VoIP
Call Recording
Supported
Contact Management
Supported
Encryption
Supported
IVR / Voice Recognition
Supported
Ring Groups
Supported
SIP Trunking
Supported
Unified Communications
Supported
Voice Quality Enhancement
Supported
Call Parking
Not Supported
Call Center
Blended Call Center
Supported
Call Logging
Supported
Call Scripting
Supported
Campaign Management
Supported
Escalation Management
Supported
Inbound Call Center
Supported
Manual Dialer
Supported
Outbound Call Center
Supported
Predictive Dialer
Supported
Progressive Dialer
Supported
Real-time Chat
Supported
Reporting/Analytics
Supported
Call Recording
Not Supported
Database
Not Supported
IVR / Voice Recognition
Not Supported
Queue Management
Not Supported
Customer Engagement
Analytics
Supported
Communication Management
Supported
Feedback Collection
Supported
Gamification
Supported
Live Chat
Supported
Video Content
Supported
Churn Management
Not Supported
Community Management
Not Supported
Content Syndication
Not Supported
Customer Experience
Action Management
Supported
Analytics
Supported
Customer Segmentation
Supported
Dashboard
Supported
Multi-Channel Collection
Supported
Sentiment Analysis
Supported
Text Analysis
Supported
Trend Analysis
Supported
Feedback Management
Not Supported
Knowledge Management
Not Supported
Survey Management
Not Supported
Customer Satisfaction
Analytics
Supported
Call Reporting
Supported
Complaint Monitoring
Supported
Feedback Collection
Supported
360 Degree Feedback
Not Supported
Survey Management
Not Supported
Customer Service
Alerts / Escalation
Supported
Appointment Management
Supported
Knowledge Base
Supported
Live Chat
Supported
Performance Metrics
Supported
Self Service Portal
Supported
Surveys & Feedback
Supported
Call Center Management
Not Supported
Email Management
Not Supported
Queue Management
Not Supported
Social Media Integration
Not Supported
Virtual Assistant
Not Supported
Workflow Management
Not Supported
Help Desk
Automated Routing
Supported
Document Storage
Supported
Email Integration
Supported
Interaction Tracking
Supported
Multi-Channel Communication
Supported
Real-time Chat
Supported
Self Service Portal
Supported
Alerts / Escalation
Not Supported
Community Forums
Not Supported
Customizable Branding
Not Supported
IT Asset Management
Not Supported
Incident Management
Not Supported
Knowledge Base
Not Supported
Known Issue Management
Not Supported
Live Chat
Not Supported
Multiple Brands / Products
Not Supported
Network Monitoring
Not Supported
Service Level Agreement (SLA) Management
Not Supported
Ticket Management
Not Supported
IVR
Call Center
Supported
Call Logging
Supported
Call Recording
Supported
Call Routing
Supported
Multiple Scripts
Supported
Phone Key Input
Supported
Survey Management
Supported
Text to Speech
Supported
Voice Customization
Supported
Voice Mail
Supported
Live Chat
Canned Responses
Supported
Proactive Chat
Supported
Screen Sharing
Supported
Third Party Integration
Supported
Website Visitor Tracking
Supported
Customizable Branding
Not Supported
Geo Targeting
Not Supported
Offline Form
Not Supported
Transfers / Routing
Not Supported
Predictive Dialer
Call Monitoring
Supported
Call Recording
Supported
Call Results
Supported
Call Transfer
Supported
Callback Scheduling
Supported
Campaign Specific Caller ID
Supported
Contact Management
Supported
FCC Compliance
Supported
FTC Compliance
Supported
Lead Management
Supported
Lead Capture
Not Supported
Telephony
Call Center Management
Supported
Call Monitoring
Supported
Contact Management
Supported
IVR / Voice Recognition
Supported
Inbound Reporting
Supported
Outbound Reporting
Supported
Predictive Dialer
Supported
Telemarketing Management
Supported
VoIP
Supported
Voice & Data Integration
Supported
Auto-Dialer
Not Supported
Genesys Cloud CX Additional Categories
Genesys Cloud CX Verified User Reviews
Write a Review-
Probability You Would Recommend?1 2 3 4 5 6 7 8 9 10
"All in one Support Dashboard" Posted 2020-08-27
Pros: #1- Genesys makes it easy to support the different platforms into one dashboard.
#2- It makes it easy for support teams.
#3- Productive Salesforce integration.
#4- Easy to communicate with Genesys.Cons: #1- We had an overall positive experience with it.
Overall: Genesys is an excellent platform for the contact center to gives support on multi-platforms. It allows us to centralize our email, social media and chats requests in Genesys's dashboard. It helps our support team to work collaborate and effectively.
Read More... -
Probability You Would Recommend?1 2 3 4 5 6 7 8 9 10
"Advanced Contact Center hub" Posted 2020-08-20
Pros: Best to establish and maintain business contact centers from one hub. Powerful reporting. Internal knowledge base section. Intuitive chats. Client profiles and activities.
Cons: It worked great for me. Nothing to share about cons.
Overall: Genesys is an advanced customer engagement platform. It offers to manage and streamline contact center with ease. We can use this for both internal and external use. The reports are available in realtime.
Read More... -
Probability You Would Recommend?1 2 3 4 5 6 7 8 9 10
"Genesys Cloud CX review" Posted 2018-09-10
Pros: Genesys Cloud CX is a robust & solid contact center platform!
Cons: N/A.
Overall: I like that it includes:
Read More...
- IVR building tool and IVR minutes included
- call center agent/supervisor/administrator included in every license
- reporting and analytics
- app store > "app foundry" for add-ons and integrations
- blended agents
- real-time and historical wallboards
- Previous
- You're on page 1
- Next
