# Page 6 | Genesys Cloud CX Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 6 - 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/)

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Last updated March 13th, 2026

# Page 6 - Reviews of Genesys Cloud CX

## Showing most helpful reviews

Showing 126-150 of 262 Reviews

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Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

VR

Verified Reviewer  
Network Administrator  
Financial Services  
Used the software for: 6-12 months

### "Not a bad product, but not easy"

April 7, 2019

4.0

It's more powerful than our Cisco system but we've had much more administrative overhead. A phone should be a phone and software based phones aren't reliable

Pros

Great soft phone support, very tweakable, phone logs are easy to access for every call you don't have to dig for them. It's very customizable. Great for call centers.

Cons

Here are the biggest issues, unlike Cisco hard phones and soft phones are totally separate in how they integrate with the system. You can't run a hard phone and a sip phone and have them both ring. This also means that sharing lines is difficult for users like executive receptionists who deals with some executives on soft and some on hard phones. The phone tree has a few glitches to be aware of, and is difficult to learn so mistakes are inevitable if you make changes in house. Biggest issue is that the soft phone does not automatically change network adapters when connecting to a VPN. This is a big pain point for users who have to constantly switch SIP settings on their toolbar every time they move about.

Review Source

IP

Isaiah P.  
Business Architect, Workforce Optimization  
Medical Devices  
Used the software for: 1-2 years

### "PureCloud - Great for OmniChannel, but not Voice"

February 8, 2019

4.0

It is an overall great new system, in which I know in time will only get better! Even though Spoken IVR is not available right now, I know it will be in the future. Once it is in place, the PureCloud will be impossible to beat!

Pros

Genesys PureCloud offers some great ways to streamline and modernize your Call Center and its performance. The ability to supply your customers with multiple contact channels (email, chat, text, voice) is a huge benefit to the customer, along with opening new revenue paths (whether it be Customer Satisfaction or new Sales Opportunities) for your company. To have all this without having to have an on premise environment is amazing!

Cons

Unfortunately, there is one major hurdle when it comes to Genesys PureCloud. If a customer is using a voice channel to reach your call center, there are some limitations. Currently, PureCloud does not allow for Spoken IVR. So, if your company has one main phone line that houses all the support for all the products and services it offers, the customer can't just speak the word or phrase that best describes the services they need and get routed to the right agent/department. The only option for the customer is to go through a list of options in a phone menu and wait until it offers the option they need and press the corresponding number. For our company, that would mean 50-100 different menu items! If this is a must, then PureEngage is the way to go!

Review Source

Siddharth S.  
Associate QA Engineer  
  
Used the software for: 1-2 years

### "Pathetic experience "

April 30, 2018

1.0

Pros

There are no pros for this software. It is just good, more like Okay, for corporate communications.

Cons

N number of cons for this app to name a few: 1. Mobile app does not support calling feature 2. If a user is offline you wouldn't know for sure if they are added in a group or not by just checking the members list 3. Can not add more than 5 people in group calls 4. Been multiple times when a users name is not displayed in a group chat

Review Source

RK

Raghu K.  
voice  
Telecommunications  
Used the software for: 2+ years

### "Good"

February 15, 2023

5.0

good

Pros

Software is good easily to handled with portal

Alternatives considered

[TCS iON Manufacturing ERP](https://www.capterra.com/p/204303/TCS-iON-Manufacturing-ERP/)

Review Source

AC

Aarde C.  
Sr. Director GMS Technology, Analytics, & Product  
Retail  
Used the software for: 6-12 months

### "Genesys Cloud delivers enterprise level technology for a team of 2,000 global agents."

April 20, 2020

5.0

Genesys Cloud is an amazing product and company. We decided to migrate to them in August of 2019. The implementation and ongoing support from Genesys has been nothing buy amazing. They provided dedicated personalized support during our roll out/go live and have continuing to support us through our ongoing business as usual operations ever since.

Pros

We implemented Genesys to solve for the following areas: Social Bridge for Digital Support: new digital channels Internal Communication tool: replacing Skype Integrated WFO suite: Speech Analytics and QA Scorecards, replacing two 3rd party vendors WFO/WFM agent dashboards built in  Chatbots built in AWS architecture 3 layers of redundancy (3A – Active, Active, Active)  Redundant Edges in LAX and BER (VoIP) MOS scores for every call built in (intelligent analysis tool) Concurrent model allows to scale at lower additional costs compared to named model Micro Services Direct to developer(s)   Agile deployment(s) (multi/week)

Cons

We don't like how we have to use on site Edges for VoIP traffic.

Review Source

GR

George R.  
Director  
Health, Wellness and Fitness  
Used the software for: 2+ years

### "A Solid Cloud Call center software that takes a while to learn"

August 23, 2022

5.0

We manage a call center that does 99% chat and needs to be able to customize for specific clients, Genesys is flexible enough that all of our needs are met without a full time admin.

Pros

I like that the API allows for a lot of customization of how you use the software, and is also easy to use for researching how features work.

Cons

Reporting is somewhat restrictive and not easy to use and customize, I think this could be far more flexible to custom needs.

Reason for choosing Genesys Cloud CX

The flexibility was critical for our use case, as we have built our own internal chat service.

Review Source

José Z.  
Banquier  
Financial Services  
Used the software for: 1-2 years

### "Fantastique"

October 30, 2023

4.0

Bon

Pros

Permet de téléphoner enregistrer les appels

Cons

Difficultés à retrouver les appels enregistrés

Review Source

Gurvinder K.  
Internet judge  
Information Technology and Services  
Used the software for: 1-2 years

### ""Best cloud solution tool""

November 30, 2022

5.0

I have very good experience with this awsome platform. I'm totally satisfied with this.

Pros

Simple interface. Easy for all users on phone. It can be attach with others easily. This is very user-friendly . This comes with new feature regularly.

Cons

Good for solving all cloud problem in no time.

Review Source

Hunter W.  
Experience Team Commander  
Internet  
Used the software for: 1-2 years

### "Reliability is non-existent "

March 16, 2019

1.0

Pros

I like that everything is centralized - calls, chats, emails, quality evaluations, reporting.

Cons

I feel as though the reliability is the worst possible. We have experienced several crashes with this, which has set our team up for failure.

Review Source

Response from Genesys

March 20, 2019

Hi Hunter! Sorry to hear about the issues you are experiencing with PureCloud. We will pass this feedback along to your AE and be sure to be in touch as soon as possible. Thanks!

HL

Hailey L.  
HR Business Partner  
Human Resources  
Used the software for: 2+ years

### "PureCloud"

December 9, 2019

4.0

Purecloud has been helpful when I am out of the office. I also enjoy the fact that I receive an email when I get a voicemail. It includes the voicemail in the email which is very helpful if I need to send it to someone on my team to assist.

Pros

The I can use my cell phone as if I were on my office phone. I'm able to communicate with clients as if I am in the office while I'm on my cell phone; out of the office traveling, picking up my kids, etc.

Cons

When my office phone is forwarded to my cell phone, it will only ring once, maybe twice before the call has already moved into my voicemail. If my phone is not right in or near my hand, I will miss the call.

Review Source

jL

jose L.  
manager coordinator  
Retail  
Used the software for: 2+ years

### "Gcloud CX"

October 24, 2022

5.0

it was good

Pros

it was easy to implement, better results

Cons

professionals service werent that good sometimes

Reason for choosing Genesys Cloud CX

better results

Review Source

VR

Verified Reviewer  
Instructional Design Supervisor, Training & Development  
Automotive  
Used the software for: 1-2 years

### "When It Works, It Works"

September 6, 2018

2.0

Overall, PureCloud works for us, but it could work a lot better!

Pros

PureCloud is easy for our users on the phone, and for our supervisors monitoring calls. Its straightforward interface is a breath of fresh air.

Cons

PureCloud often has outages that interrupt our business. Calls can get stuck, and weird bugs can happen. Also, the feature for looking up previous interactions could use some work for ease of use.

Review Source

Response from Genesys

September 12, 2018

Thanks for leaving a review on PureCloud but sorry to hear you're having some difficulties. You wrote the review anonymously so I can't reach out directly to you to discuss further, but we really would like to better understand how we can make a difference. Please do reach out to me directly at lara.booth@genesys.com and I can ensure you are connected with the correct teams. Thanks Lara Booth

Abel A.  
Agent  
Hospitality  
Used the software for: Less than 6 months

### "Avis genesys cloud"

October 4, 2023

4.0

I liked this software because of its ease of being modified to meet our specific needs but on the other hand it needs to review its cost

Pros

very good software to meet my specific needs which also updates regularly including its deployment which takes little time and work

Cons

all I can fault about this software is its high cost for small businesses

Review Source

VR

Verified Reviewer  
Solutions Architect  
Insurance  
Used the software for: 1-2 years

### "Efficient way of contact collaboration with customers"

February 21, 2022

5.0

It's great team collaboration tool. Helps company connect with customers and teamsbas communication channel

Pros

Easy to use, scalable, efficient customer and team collaboration

Cons

Features awaited - teams, slack integration. Video conference calls

Review Source

VR

Verified Reviewer  
Vice President Retail Special Assets & Collection Manager  
Banking  
Used the software for: 6-12 months

### "Genesys Purecloud"

November 19, 2018

5.0

We are able to connect with more customers and leave more messages using this platform

Pros

I recently started working at a financial institution that uses the Genesys platform for dialing campaigns. The ease of setting up predictive campaigns and reporting was very helpful to my team. Adding call scripts for collectors was a help for their outbound calls.

Cons

Setting up outbound message campaigns was a bit of a challenge and took longer than anticipated. I think this will get easier the mire it is used

Review Source

jD

jaime D.  
ingeniero  
Banking  
Used the software for: 2+ years

### "comentarios positivos"

November 5, 2022

5.0

excelente sistema de trabajo

Pros

facilidad de uso, todas las herramientas muy completas

Cons

de momento nada, todo lo que nos ofrecen esta completo

Review Source

FP

Fabiano P.  
Developer  
Banking  
Used the software for: 1-2 years

### "Genesys Cloud CX"

November 11, 2021

4.0

Pros

Easy development, easy deployment, very simple and objective management tool.

Cons

The points I liked the least are some limitations, such as the number of data tables allowed, flow results, and other limits.

Review Source

DA

Davit A.  
Head of Sales  
Information Technology and Services  
Used the software for: 1-2 years

### "One of the best "

June 29, 2022

5.0

It fully meets our needs

Pros

Very reliable and suitable for most needs

Cons

Price is a bit high, but the product is premium and probably best available

Reason for choosing Genesys Cloud CX

Functional capabilities

Review Source

GD

Gery D.  
Presales  
Information Technology and Services  
Used the software for: 1-2 years

### "Evolving Cusctomer engagement solution"

November 18, 2021

5.0

Pros

All in one solution, no specific module to roll out for agents, supervisors not administrators. Evolving with market trends

Cons

I believe that an SMS broker of your choice should be possible, but is far as i can see , that is on their roadmap (Bring your own SMS broker)

Review Source

MP

Margot P.  
chargée de relation client  
Internet  
Used the software for: 2+ years

### "Très bon logiciel pour la téléphonie en entreprise"

September 4, 2023

5.0

Pros

Logiciel intuitif, facile d'utilisation et réactif

Cons

Beaucoup de menus différents pour réussir a retrouver l'info que l'on souhaite

Review Source

LH

Lindsay H.  
Associate Director for Operations and Education  
  
Used the software for: 1-2 years

### "We switched to PureCloud 15 months ago. It has been great for us. We love how reliable it is. "

October 20, 2017

4.0

Pros

We love that it is reliable. We haven't had an outage in our 15 months of usage, which is something we experienced a lot with our previous software. We also like the user interface and the unified desktop.

Cons

The reporting section is what I was disappointed me. Part of that has to do my naivety. I thought reporting was the same in all software and did not pay much attention to the reporting section prior to selecting this. We only use the reports provided and do anything additional with APIs available, since we don't have the personnel or budget for that. We make what is there work, and knowing what I know now, I would still select PureCloud again. If I were doing it again today, I would have a better plan for data and reports and how to meet our unique needs for that. For other industries, I am sure the reports are great.

Review Source

Charley C.  
Owner  
Medical Devices  
Used the software for: 2+ years

### "EXCELLENT TOOL!"

July 16, 2019

5.0

Pros

It gives us the ability to "phone a friend" when we need help

Cons

I really don't know of any cons of this software

Review Source

MG

Marta G.  
Manager  
Information Services  
Used the software for: 2+ years

### "Great experiencwe"

April 22, 2019

5.0

I started three years ago the digital transformation of one of the first four Spanish telephony operators, in these years of work we have integrated customer CRM , conducted outgoing campaigns, quality surveys, voice recognition In the IVR, improving the client's experience and that of the agents in charge of customer service. Process automation and technical testing. It has allowed me to grow professionally and improve costumer experience .

Pros

Full of possibilities without the need of knowledge or previous experience.

Cons

Platform Availability. We have not suffered service falls in three years

Review Source

MN

Mohammed N.  
Telecom System Engineer  
Human Resources  
Used the software for: 2+ years

### "Genesys PureCloud review"

February 3, 2019

4.0

Maximum utilization of manpower productivity. atomizing the contact center workflow & saving supervision cost.

Pros

The Ultimate Security Control, High Availability, Business Continuity & System Flexibility. such as managing the workgroups & locations for different lines of business & modules using single interface. compatibility with most CRM apps & workforce management systems, live-time system, workgroup & user reporting & forecasting.

Cons

Knowledge base & FAQ does not cover all software features, real time dashboards needs more developments & hotfixes including social media & web chat features (looking forward for the new software upgrade that will fix most of this issues).

Review Source

NC

Neil C.  
Specialist Engineer Service Operations  
Information Technology and Services  
Used the software for: 1-2 years

### "Genesys Cloud Review"

May 21, 2020

4.0

Overall Genesys Cloud solution was a game changer specially during this time of pandemic crisis as we are able to work from home and provide continues support to our customers.

Pros

Features and easy user adaptability, Can use it anywhere and does not need physical hardware, Contact Center features, ie ACD and Reporting.

Cons

Telephony Features are OK but need some improvement if compared to features provided by traditional IPT vendors like Cisco and Avaya.

Review Source

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