# Page 5 | Genesys Cloud CX Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 5 - 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 5 - Reviews of Genesys Cloud CX

## Showing most helpful reviews

Showing 101-125 of 262 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

VR

Verified Reviewer  
Project Lead  
Retail  
Used the software for: 1-2 years

### "I have been very pleased with the Purecloud product. The product is very easy to use. "

March 1, 2018

4.0

We have seen a huge benefit with our ability to use the data to support our business case for our Call Centre. Integration has been easy and we have been able to improve our use of the system on a daily basis.

Pros

The ease of use for our Team Members to use the product has been very beneficial for us. Training our Team with the product is very minimal as they are able to answer calls with a simple click of the button.

Cons

We have been starting our Call Centre for the benefit of our Customers and our Retail Store locations. Due to the shopping patterns of our customers, we are finding the pricing model requiring some attention as we do not have employees working full time. Some of our employees will work 1 day a week and the return on an employee for working such minimal time is difficult to see how the Agent pricing model works for us.

Review Source

VR

Verified Reviewer  
Telecommunications Systems Administrator  
Education Management  
Used the software for: 1-2 years

### "Actively enhanced platform"

November 14, 2018

5.0

Purecloud is a solid platform with limitless functionality. It's great to learn on from an entry level admin standpoint and even better to work on as you continue to learn.

Pros

The platform is actively updated with new features and fixes, this has allowed us to make constant revisions and refinements to our contact centers flows and scripts. As we've learned more about the platform and new features have been released we've found almost limitless possibilities to reduce handle time and increase the customer experience.

Cons

It's difficult to adjust to working on a platform that is largely troubleshot by the team's that developed the platform vs. having physical devices on site that you can troubleshoot on your own. The biggest issue with this is support can be lacking at times and very tedious to work with.

Review Source

Jaydeep R.  
IT Application Manager  
Financial Services  
Used the software for: 2+ years

### "Good Product but Longer response from Support Team"

November 21, 2022

4.0

Experience with the application was good

Pros

Easy of use and feature availability and modifications

Cons

Long response time from the sales team and project team

Reason for choosing Genesys Cloud CX

Enterprise solution and owned database center with application management

Review Source

VC

Victoria C.  
Digital Administrator  
Telecommunications  
Used the software for: 1-2 years

### "Genesys Cloud CX"

March 5, 2023

4.0

Customer Service is simplified through use of the effective helpline.Reporting on agent performance.

Pros

The application allows you to make clear outbound calls to customers. You can also put on hold a customer or add another participant on the call(conferencing).Customer service agents are able to receive call and emails from customers, this has improved customer service and experience since there issues are attended to in time.

Cons

So far the application service right and nothing negative about it.

Review Source

PJ

Pramod J.  
Project Lead  
Financial Services  
Used the software for: 6-12 months

### "Contact Center Implementation using Genesys Cloud"

October 13, 2022

5.0

After implementing Genesys Cloud solutions, we are able to get agents recordings, reporting and monitoring easily.

Pros

Contact Center Routing using Architect, Implementation of contact center components and for supervisors it is easy to use to check on agent status, reporting and analytics and recordings, integration from existing Genesys Engage & Avaya to Genesys Cloud is smooth

Cons

API integration, Custom Routing solutions, and Desktop sharing options not available

Alternatives considered

[Cisco AnyConnect](https://www.capterra.com/p/169495/VPN-and-Endpoint-Security-Clients/)

Reason for choosing Genesys Cloud CX

We are already using Genesys Engage setup in our environment and decision take to use Genesys Cloud for smooth migration of our contact center

Review Source

VR

Verified Reviewer  
Data Analyst  
Computer Hardware  
Used the software for: 1-2 years

### "Genesys is a great cloud phone system"

November 8, 2019

5.0

My overall experience is a with Genesys has been great. The cloud is the future of landlines.

Pros

The system is fairly easy to use and it appears to have good security features. The calls are very clear and you have activity history stored in the system. You also have access to voicemail, which can be accessed at any time.

Cons

It is sometimes difficult to understand the menu. For example, I was not sure how to call someone without asking first. I see room for improvement in making this product easier to use.

Review Source

LS

Letícia S.  
Assistente Admnistrativo  
Transportation/Trucking/Railroad  
Used the software for: 1-2 years

### "ótimo"

June 21, 2023

5.0

Pros

é fácil de se utilizar, facilita ao atendimento ao cliente

Cons

não penso em nada que venha a ser melhorado

Review Source

vB

vijay B.  
consultant  
Accounting  
Used the software for: Less than 6 months

### "MYGenesys"

January 30, 2023

4.0

Overall i liked the call routing features and easy usage to Business as well.

Pros

I liked the User Interface and feature search .

Cons

User interface needs to be added with little colors, to look more interesting

Alternatives considered

[Webex Suite](https://www.capterra.com/p/237272/Webex/)

Reason for choosing Genesys Cloud CX

Overall i liked the Genesys Admin features and easy usage to supervisors as well.

Review Source

Murat A.  
System Analyst  
Banking  
Used the software for: 2+ years

### "Genesys Pure Cloud"

April 29, 2020

4.0

Pros

It is easy to use this product it is like a rock

Cons

Price policies are not flexible and scalable.

Alternatives considered

[Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/)

Reason for choosing Genesys Cloud CX

We use also genesys onprime we have also know how about the genesys.

Review Source

DC

Daniel C.  
Systems Admin  
Telecommunications  
Used the software for: 2+ years

### "Genesys Cloud CX"

January 3, 2024

4.0

Pros

Lots of contact center functionality. User friendly interface.

Cons

Slow responses from support on open tickets.

Review Source

SD

Sean D.  
Sales Manager  
Financial Services  
Used the software for: 6-12 months

### "Outbound Call Center Admin"

December 28, 2022

5.0

Pros

As a company that makes lots of outbound dials on a daily basis to its clients and prospects, I have found the different calling methods offered to be very beneficial and the call recording software to be useful as well. We are starting to use the speech analytics tool and have been able to already see improvements in call quality.

Cons

I do wish there was a way we could help to improve or teach the speech to text tool common phrases that we use. It has gotten a little better than when we started, but still has trouble identifying common phrases we use in conversations.

Switched from

[Alvaria Cloud](https://www.capterra.com/p/167594/Alvaria/)

Pricing and flexibility were our main drivers to look elsewhere. Once we began our search we found that Genesys would solve that as well as offer new features we could incorporate into our communication startegy.

Review Source

PP

Pritam P.  
Senior Engineer  
Information Technology and Services  
Used the software for: 2+ years

### "Product Review || Genesys cloud"

May 3, 2020

5.0

So , as told i like most of the features and functions of different components. Mine overall experience pretty good and i have learnt lot of new things in this platform, so its really helping me to grow in my career in technical front.

Pros

Genesys Purecloud or Cloud is very versatile contact center product for any size of organisation. I like most of the features of this product out o that most is architect part, its really very easy and flexible for any new requirement.

Cons

As such i don't have any point to describe but one thing i am facing now a days after every maintenance window, lots of bugs we have seen, again its takes couple of hours to rectify. I thing we can do better for any maintenance window or update window further.

Review Source

Juan David B.  
Project Manager  
Telecommunications  
Used the software for: 6-12 months

### "Next gen Cotact center solution"

November 16, 2022

5.0

Its a very good product, reduce the chain technology compounds and very easy to use

Pros

Its very easy to deploy, with a high quality technology, understand the business requeirements, and its all in one solution.

Cons

A better call recording its required, like a dedicated system (NICE, Verint, RedBox).

Alternatives considered

[GoContact](https://www.capterra.com/p/201861/Contact-Center-Platform/)[wolkvox](https://www.capterra.com/p/193276/wolkvox/)[Xperience](https://www.capterra.com/p/154368/Xperience/)

Reason for choosing Genesys Cloud CX

support level in Colombia, certified partners in Colombia

Switched from

[inconnect](https://www.capterra.com/p/164772/OmniChannel/)

support

Review Source

Harley B.  
Contact Center Manager  
Religious Institutions  
Used the software for: 6-12 months

### "Empowerment via PureCloud"

May 17, 2019

4.0

PureCloud enables us to ascend over some of the issues we've had in the past. Now, our agents can easily switch between phones; if there are phone outages or internet outages, they can choose the option that works best for them, whether a managed, remote, or mobile phone. This makes for an experience with much more control and empowerment for each individual utilizing the application. Also, because PureCloud is so mobile, our remote operators have been able to handle incoming calls with merely a tablet and mobile. This has helped us greatly. Finally, our average speed of answer was significantly improved. We can answer more calls now in the same amount of time, saving time and improving the bottom-line.

Pros

What we like most is capability of PureCloud for each agent. Agents are empowered to swiftly adapt to any given situation with full control over which conduit they are making or receiving interactions through.

Cons

The billing spectrum lacks flexibility.

Review Source

IZ

Ivan Z.  
Supervisor Contact Center  
Telecommunications  
Used the software for: 1-2 years

### "Una excelente herramienta para mejorar la experiencia al cliente y alcanzar tus resultados."

December 11, 2023

4.0

Pros

Genesys Cloud CX surprises you with its ease of use and user-friendly interface. It has available real-time performance Dashboards based on the indicators that your Contact Center manages. In addition, it has the ability to store historical information that allows you to measure the evolution of your indicators and compare them with past periods.

Cons

I recommend defining which market segment and which service channels your Contact Center will manage, because the cost of the system is a factor to take into account, if your Contact Center is small or is in the process of growth, I recommend using Genesys with a lower cost plan.

Review Source

PB

Paula B.  
supervisora  
Telecommunications  
Used the software for: 2+ years

### " Genesys Cloud CX"

September 11, 2023

5.0

Ótima para o trabalho do dia a dia

Pros

Fácil de usar, muito simpres de entender e rápida

Cons

Não tem o que falar A Genesys é perfeita

Review Source

VR

Verified Reviewer  
Director of IT & Digital Marketing  
Retail  
Used the software for: 2+ years

### "A nice upgrade from our previous on-premise solution"

April 8, 2022

5.0

Pros

Ease of maintenance by our IT team and reliability compared to our previous on-premise phone system.

Cons

We are a seasonal with more employees during the spring and fall (compared to winter and summer) and it would be nice to be able to have our license pool ramp up or down by month.

Review Source

Jonathan J.  
Senior Business System Analyst  
Retail  
Used the software for: 2+ years

### "Purecloud 3 years later"

November 6, 2018

4.0

We have brought onboard a number of our store locations to centralize the customers experience and let the store locations get back to what they do best, service the customers that are on-site. The scalability and the multi-channel options allows us to try different strategies and change to what our customers need from us, without having to bring on a new application or have multiple applications.

Pros

It's constantly evolving and providing new features.

Cons

It's an expensive product that struggles with concurrent licensing models and mixed license types.

Review Source

Derek N.  
Supervisor  
Non-Profit Organization Management  
Used the software for: 1-2 years

### "A lot of data"

November 25, 2019

3.0

Overall it has been a learning curve without any formal training, but after a month I had a pretty good idea on what I was looking at.

Pros

We use this program at my company to make sure agents taking calls in the call center are in adherence. We also use it to see deviations in our call volume. The adherence part is color coded and is fairly easy to interpret. The call volume part is a lot of data and unless you've been formally trained in the program it can take some time to figure out what you are looking at.

Cons

It is almost overwhelming with data, I would recommend getting trained if possible to maximize your potential in the program.

Review Source

HP

Hasitha P.  
tech lead  
Telecommunications  
Used the software for: 2+ years

### "Genesys cloud CX product review"

May 28, 2022

5.0

satisfied and this software address most the industry requirements

Pros

flexibility of deployment. especially most of the things are pre-build and just enable with very less effort

Cons

limited features when access to through mobile devices

Review Source

Raymond K.  
Commencer  
Retail  
Used the software for: 6-12 months

### "Expérience "

October 15, 2023

5.0

Pros

Genesys cloud CX c'est très bon logiciel de l'expérience des clients et des agents par téléphone SMS et via les réseaux sociaux .

Cons

C'est très bon logiciel de clientèle par téléphone facile à utiliser.

Review Source

PS

Paul S.  
Workforce Analyst  
Insurance  
Used the software for: 2+ years

### "Genesys Cloud Solution for our Organization"

April 7, 2020

4.0

Genesys Cloud has greatly improved our flexibility as an organization. With the Covid-19 pandemic we had to quickly configure much of our staff to work from home. Genesys cloud helped make this transition relatively seamless.

Pros

I liked the multichannel capability which allowed us to configure voice, email and chat queues as needed for our different business units. The transition from our former call management system was relatively easy. Feedback from agents indicates the features are user friendly and functionality allows them to be part of the process on many levels.

Cons

We had to work through a number of voice quality issues. Initially the reporting was inadequate but there have been many improvements in this area. There is always the worry that the system will go down and leave us dead in the water but those instances have been minimal so far.

Review Source

VR

Verified Reviewer  
STC  
Information Technology and Services  
Used the software for: 1-2 years

### "All-in-one solution for Contact Center in the Cloud"

February 24, 2022

5.0

Very positive

Pros

\* Very nice interface \* Easy to setup \* All-in-one solution

Cons

Would like to have some additional features for emails

Review Source

GG

Genesis G.  
Marketing Specialist  
Marketing and Advertising  
Used the software for: 1-2 years

### "Genesys Cloud CX Review"

March 4, 2023

5.0

Pros

So many features all in one solution and clear calls have system activity history. And have good security features.

Cons

Sometimes it's hard to read when extracting data and have had some issues with delay.

Review Source

MJ

Michael J.  
Manager, E-Services  
Non-Profit Organization Management  
Used the software for: 2+ years

### "Phone service, not much else."

August 22, 2019

2.0

My team uses PureCloud for emails, and it's platform really is nothing more than taking their phone platform and translating it to emails. It doesn't filter spam and is not manager-friendly.

Pros

PureCloud offers terrific analytics that are easy to access. It's also easy to add/remove or change users instantly when needed.

Cons

For phones, it works fine. It offers a chat platform that is very limited, and a very poor email ticketing system that works like phones; emails come in and you have to click "answer". It doesn't allow viewing/assigning of email tickets (for example, going through and assigning all Spanish ones to a qualified agent), and is frequently buggy, like not recognizing your space bar so you write things like "thankyou".

Review Source

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