# 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 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)

[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/)

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Last updated March 13th, 2026

# Page 3 - Reviews of Genesys Cloud CX

## Showing most helpful reviews

Showing 51-75 of 262 Reviews

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Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

TR

Thea R.  
Customer Service Representative  
Outsourcing/Offshoring  
Used the software for: 6-12 months

### "An Honest Review Of Genesys Cloud"

December 1, 2022

5.0

Pros

Genesys is one of the best platforms I've used as a Call Center Agent. It's spaces are maximized for making sure that accessibility and efficiency is achieved for employers and employees. It is easy to navigate through it and document your calls. It's overall performance is 10/10. Call quality from audio to documentation is reliable. I think it is a revolutionary tool unlike other platforms that are classified as cloud phones it has more monitoring options to make calls go smoothly not just for teammates/agents but also for supervisors.

Cons

I dont have any requests or suggestions for Genesys since it's really a top tier tool.

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

[CXone Mpower](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

AP

Amanda P.  
Manager, Business Technology Solutions  
Insurance  
Used the software for: 1-2 years

### "Genesys Cloud Implementation"

May 11, 2021

4.0

Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users. We have seen good movement with new capabilities since we moved over to the platform and have confidence that we will continue to be partners with Genesys to continue enhancing the product for years to come.

Pros

The fact that we could move all of our telephony (agents and non-agents) off of an on-premise solution and to the cloud in a very fast period of time was tremendous. The ability to shift all of the support out of IT and into the business has allowed us to optimize our customer's experience in a very agile manner. The buildout of each of the channels has been slow for us due to internal reasons, but we have many capabilities that we never had before moving to Genesys Cloud.

Cons

WEM and reporting are not ideal in Genesys Cloud. Genesys has continued to invest and enhance in these areas, but they have a way to go. Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. We rely on Genesys to help us dive into those issues so that we can understand what causes them and learn to optimize our processes to avoid them in the future. Going through some pains here has taught us a lot but the issues themselves aren't ideal. There have been some data lags when we have tried to access our data through the UI or APIs. This happens more frequently than we would hope for and causes some issues with managing our agents/call centers.

Alternatives considered

[CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)

Reason for choosing Genesys Cloud CX

There were a few reasons in regards to security, general functionality, and pre-sales communication/relationships.

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

Marek K.  
Sr. CX Consultant  
Consumer Goods  
Used the software for: 2+ years

### "Simple and quick adoption able"

November 10, 2021

5.0

Pros

Liked most the simplicity of use and integration.

Cons

Relatively slow delivery of solutions to main painpoints reported by business via idea portal.

Reason for choosing Genesys Cloud CX

Compliant, quality and consistent information presented by them through out all 4 stages of the sourcing process.

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

SB

Sabrina B.  
Systems Developer  
Hospital & Health Care  
Used the software for: 1-2 years

### "Detailed and Suitable Customer Assisting Platform "

April 8, 2024

5.0

The determination that Genesys Cloud CX has in allowing customers give their mind effective and useful.

Pros

Genesys Cloud CX has established accurate customer help, which brings an immediate live chat for customers.

Cons

Genesys Cloud CX has nothing compromising in matters customer help.

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

WT

William T.  
Omnichannel Services Engineer  
Automotive  
Used the software for: 1-2 years

### "Simplify the Stack with a Multifunction Replacement"

April 10, 2024

5.0

Working day to day in Genesys Cloud has been wonderful, most functions are straight forward and logical.

Pros

Genesys Cloud provides so many features that are very easy to dive into.

Cons

There isn't a lot of 3rd party guides or learning materials (yet).

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

HP

Hao P.  
CTI and Reporting Program Manager  
Information Technology and Services  
Used the software for: Less than 6 months

### "Genesys Cloud CX Does Not Disappoint!"

October 1, 2022

5.0

Pros

Our contact center infrastructure is complex. Genesys Cloud CX integrates with existing legacy applications and is used by agents in several divisions within our organization.

Cons

Chat bot was not easy to develop and deploy as we would like. Also, Genesys Cloud CX out-of-box reporting and dashboard is robust, but reports are limited to a certain number of rows.

Alternatives considered

[CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[Five9](https://www.capterra.com/p/132405/Five9/)[Amazon Connect](https://www.capterra.com/p/234575/Amazon-Connect/)

Reason for choosing Genesys Cloud CX

We looked at solutions from Amazon, five9, and Nice. We ultimately went with Genesys Cloud CX because Genesys' product roadmap aligns with our organization's roadmap and can integrate with MS Teams, ServiceNow, and Salesforce CRM. Genesys Cloud CX architecture and interface make it easier for our internal teams to maintain and update before contacting Genesys support for assistance. Additionally, Genesys periodically update Genesys Cloud CX with new releases and enhancements, many of which we are looking to implement once available.

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

YY

Ye Y.  
Technical Specialist  
Information Technology and Services  
Used the software for: 2+ years

### "Ye Yi"

August 3, 2021

5.0

Pros

Easy to implement, easy to use, and user-friendly.

Cons

\- Dashboard is missing the flexibility for shorting agent status. - Historical reports should add more customizable for users.

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

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