# Page 7 | Genesys Cloud CX Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 7 - 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

---

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/)

* * *

Last updated March 13th, 2026

# Page 7 - Reviews of Genesys Cloud CX

## Showing most helpful reviews

Showing 151-175 of 262 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

PR

Peter R.  
Sr. Director Customer Payment Support  
Information Technology and Services  
Used the software for: Less than 6 months

### "Recently onboarded, off to a great start"

February 19, 2023

5.0

Pros

Moved from ININ. Within a week, close to unanimous feedback that the solution is already 'better'. That is very surprising considering how the acclimation period often takes months. We are very pleased so far with the software and the ease of use - including improved call quality.

Cons

There are some features that weren't 'brought over' from previous solution... mostly having to do with out of the box visibility for agents, in terms of what is going on in their respective queues. The information that was visible on the agent level is now only visible on the manager level. We'll see if that can be adapted or adjusted by our administrators.

Review Source

VR

Verified Reviewer  
Unified Worldwide Contact Center - Quality, Training & Coaching Manager  
Maritime  
Used the software for: 1-2 years

### "The best cloud solution for CTI"

February 19, 2019

5.0

Very good choice in substitution of Genesys standard CTI solution

Pros

Easy to implement. Easy to use. Complete control on all administration features All-in-one solution

Cons

For sure reporting and live monitoring has room to emprovements.

Review Source

Giuseppe C.  
Unified Worldwide Contact Center - Quality, Training & Coaching Manager  
Maritime  
Used the software for: 1-2 years

### "The best cloud solution"

April 16, 2018

5.0

Pros

The omnichannel approach is superlative. The fact that it's an all inclusive platform and it's very easy to use

Cons

About the social engagement there are room for improvement. The chat included is not the best of market.

Review Source

VR

Verified Reviewer  
Team Lead  
Computer Software  
Used the software for: 1-2 years

### "My experience have been getting better every week with pure cloud."

March 31, 2018

4.0

Pros

Its user friendly, easy to train new users. Even being an administrator its straight forward to use.

Cons

Reporting requires manual work, multiple reports are generated for each user and they needs to arranged

Review Source

VR

Verified Reviewer  
Genesys System Engineer  
Information Technology and Services  
Used the software for: 1-2 years

### "All in one Customer Experience"

February 7, 2019

5.0

Pros

All in one solution with easy implementation and easy configuration and it takes little time to go live.

Cons

Trupolsooting and the reporting is the least thing that needs to be more advanced in purecloud

Review Source

SP

Steph P.  
Training Specialist  
Logistics and Supply Chain  
Used the software for: Less than 6 months

### "Review of Genesys"

January 28, 2022

5.0

The biggest problem that we are solving is that we can mobilize on the go and be productive

Pros

I enjoy that it used VOIP and we can use SSO while using this product. All we need is a decent internet connection and we can work from anywhere

Cons

As it comes to training-- the short videos are okay but I think that if there were some walk-through videos(you tube style)

Review Source

VR

Verified Reviewer  
Chief Technology Officer  
Hospital & Health Care  
Used the software for: 6-12 months

### "Amazing capabilities, some growing pains in support"

November 19, 2018

4.0

Overall 4/5 stars, due to the support challenges.

Pros

Intuitive to use, powerful capabilities with built-in worforce management (scheduling) and quality management.

Cons

The implementation was a little bumpy and the support has been lackluster. We decided to start working with Inflow for support and that has been a very good decision.

Review Source

JS

Jorge S.  
Director Support  
Security and Investigations  
Used the software for: 2+ years

### "There are better options"

September 26, 2019

3.0

Pros

The software has a decent feature set but prices to high when compared to other companies in the same market

Cons

Support is not good, often takes too long to find solutions. Cost is high for what you get

Review Source

GK

Gaurav K.  
Senior software engineer  
Information Technology and Services  
Used the software for: 6-12 months

### "Genesys cloud is the best"

July 7, 2022

5.0

it great experience

Pros

I like its user interface and the customer support is superb

Cons

there is nothing which i dislike. I think it should be marketed more so that other customer can also use it

Reason for choosing Genesys Cloud CX

because its cost effective and easy to use

Review Source

YD

Yogesh D.  
Senior Software Engineer  
Information Services  
Used the software for: Less than 6 months

### "Contact Center Cloud Implementation"

November 2, 2022

5.0

overall experience is really good and do not see any issues as it requires minimum changes and more results

Pros

Single link to use Routing features like standard and Bull Eyes . Reporting templates have very useful information for Contact Center Super visor easy and understanding

Cons

Should have more Routing features along with multi level skill targeting based on availability Also it would be good to assign a single variable and use it along all flows rather than creating in each individual

Review Source

DK

Darya K.  
Escalation Manager  
Information Technology and Services  
Used the software for: 1-2 years

### "User feedback"

February 14, 2022

5.0

In general, a very convenient program. I believe that in the home office mode, she copes with the tasks at 100%

Pros

Intuitive, clear menu; Excellent communication; Ability to transfer calls;

Cons

Very loud sound during an incoming call and when connecting to a subscriber. The system does not remember the user and periodically you need to enter your login and password again.

Review Source

VR

Verified Reviewer  
Expert  
Information Services  
Used the software for: 1-2 years

### "It proves its value in pandemic of COVID-19"

April 27, 2020

4.0

Pros

Cloud based solution with WebRTC client works perfectly when all agents need to work from home.

Cons

Reporting needs to be improved, because it's rigid and hard to customized.

Reason for choosing Genesys Cloud CX

It's fully cloud based and supports to deploy on-premise edge to connect local carriers.

Switched from

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

We need an omni-channel cloud based solution.

Review Source

AK

Aman K.  
QA  
Health, Wellness and Fitness  
Used the software for: 1-2 years

### "qa"

February 22, 2023

4.0

all

Pros

flexible but daily user for work for daily event

Cons

complicated but daily user for work and

Review Source

Samuel G.  
Support client  
International Trade and Development  
Used the software for: I used a free trial

### "Logiciel de Call center "

December 25, 2023

5.0

Pros

Ce logiciel est très efficace en matière de rester en contact avec l'entreprise et les clients. Il me permet de renforcer mes relations avec les clients et d'autres entreprises.

Cons

J'aime bien ce logiciel , je n'ai pas d'inconvénients.

Review Source

AU

Alexandru U.  
Engineer I  
Information Technology and Services  
Used the software for: 1-2 years

### "My 2 cents"

February 8, 2022

5.0

Pros

First and foremost i like the ease of use, second comes the functionality and all the options.

Cons

I haven't encountered yet anything to dislike about it.

Review Source

Akou Kafui A.  
Gestionnaire  
Commercial Real Estate  
Used the software for: I used a free trial

### "Logiciel de Centre d’appel "

October 26, 2023

4.0

Pros

Un produit de centre d’appel très simple à utiliser permettant la gestion clientèle des entreprises pour trouver de solutions aux prospects. J’adore ce que Genesys Cloud CX

Cons

Je n’ai pas de problème sur ce produit. Je le recommande

Review Source

Essime T.  
Gestionnaire  
Retail  
Used the software for: I used a free trial

### "Logiciel de Centre d'appel "

October 19, 2023

4.0

Pros

Un réseau de centre d'appel professionnel et simple à utiliser avec de meilleur fonctionnalités . Je le recommande

Cons

Un top produit et facile à utiliser. Je n'ai pas d'inconvénients.

Review Source

PB

Paul B.  
Engineer  
Computer & Network Security  
Used the software for: 6-12 months

### "Amazing! Boost your customer experience and your brand!"

April 27, 2021

4.0

So, far we can't fault it and have seen an uplift in sales, customer experience and internally the learning curve is a breeze and our users find it easy to use. Which saves time and money overall.

Pros

Genesys Cloud has helped us in many aspects throughout the business, we seen an uplift in sales, fewer dropped calls, and it's easy to use. It provides an all-in-one solution and allows us to connect and communicate with clients and co-workers efficiently anywhere. Genesys Cloud is very dependable and the learning curve is a breeze. For the time that I have used it, I have not experienced disconnections or drop calls.

Cons

Reporting could be better. It's hard to read and when extracting the data and the formatting is hard to read / follow

Review Source

TR

Tábata R.  
Analista de Melhoria Continua PL  
Publishing  
Used the software for: 2+ years

### "Genesys Cloud Customer and User Analytics"

June 14, 2023

5.0

Pros

Facilidade de uso, diversos recursos disponíveis, integrações, APIs necessárias.

Cons

Algumas funcionalidades a respeito de whatsapp e chat que são necessárias

Review Source

mY

mawj Y.  
Workforce Optimisation Manager  
Insurance  
Used the software for: 2+ years

### "Genesys Cloud Review"

May 22, 2020

5.0

Pros

I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs

Cons

Initially it was a bit clunky, and it took a while to get here. Right now the only thing I dont like is the cost of the product going up so much.

Review Source

RB

Reynante B.  
Client Services Manager  
Outsourcing/Offshoring  
Used the software for: 6-12 months

### "Safe ready to go Clound Contact Center"

January 21, 2020

4.0

Overall experience has been great and support has been responsive. The only drawbacks are their lack additional reporting options and their price

Pros

Very easy to set up and manage. You can have any contact center up and running easily. Their admin page is very user friendly plus they have a very extensive resource and community portal.

Cons

Although they have a lot of available reports, they lack the ability to download more detailed reports and customize your reports. If you need the ability to do this you would have to pay more through their App Foundry. Purecloud is also at the high end of the price spectrum for user licensing.

Review Source

TC

Tashwill C.  
IT Director: Sub-Saharan Africa  
Facilities Services  
Used the software for: 2+ years

### "PureCloud Review"

March 26, 2019

4.0

Pros

PureCloud is a great product, very agile and innovative and love the "almost" cloud based architecture

Cons

The local product support and channel in Africa is lacking......or Genesys have not exposed this to us. Very frustrating having to deal with an offshore direct relationship in EMEA

Review Source

PM

Poojan M.  
Director Of Support Services  
Hospitality  
Used the software for: 1-2 years

### "PurCloud has been great with easy to use interface, queue dashboard and great admin features"

April 12, 2018

5.0

Pros

A very easy to use Architect that enables us to create call workflows ourselves without depending on genesys support or services. As we have are changing the support structure and processes internally, this speeds up the changes we need and can test them live

Cons

While dashboard works great, Pure cloud reports are something that can be improved a lot. you have to mine a report data in excel before it can be used in a presentable format

Review Source

mM

maria M.  
ingeniero de mantenimiento  
Retail  
Used the software for: Less than 6 months

### " good software adapted to the needs of the organization"

August 3, 2022

4.0

I worked 6 months with the program for a call center company, and it really cost me the first few days to adapt, but a couple of orientations and constant handling were enough to learn how to use it.

Pros

I like the program, because it allows communication with the client, co-workers, it adapts to the needs of the organizations

Cons

handling is a bit complex, but most of its users work with the program for a large part of the day, so constant use makes it manageable.

Review Source

Jeannette G.  
Gestionnaire  
Retail  
Used the software for: I used a free trial

### "Logiciel de centre d'appel "

October 14, 2023

4.0

Pros

C'est le produit de centre d'appel et des appels téléphoniques très simple et flexible avec une qualité d'interface très bonne et permettant un super travail .

Cons

C'est un très bon produit et je n'ai pas d'inconvénients .

Review Source

Similar Products

Featured