# Page 8 | Genesys Cloud CX Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - 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 8 - Reviews of Genesys Cloud CX ## Showing most helpful reviews Showing 176-200 of 262 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use KB Kristin B. Customer experience rep Insurance Used the software for: Less than 6 months ### "Awesome" April 9, 2021 5.0 Overall I am excited to continue to use this product I do think it’s going to have a lot of great assets!! It looks like from what I have seen you can message call even video chat within the product so I think it is going to be great for a small call-center potentially even a larger call-center environment. Pros It’s a new system for me, it’s great for showing the activity in the queue currently, it is also great for messaging when you need to send a quick message to your team mates- even provides you a small notification on your pop-up as well as a small “noise” or “chime” for each change Cons Being a new system I haven’t got to play with all of the features, the one con that I am seeing so far is the notification is very small it doesn’t really “draw your eye in”. The chime is perfect not super distracting but the notification just kind of pops up and fades away. Review Source Hermann A. Support client International Trade and Development Used the software for: I used a free trial ### "Logiciel d'échanges téléphonique " October 30, 2023 5.0 Pros Genesys cloud CX est un logiciel très spécial qui permet de bien communiquer avec son client via SMS et sur les réseaux sociaux , j'aime bien. Cons C'est un logiciel très efficace je le recommande , j'ai pas d'inconvénients. Review Source Laurent G. Gestionnaire Commercial Real Estate Used the software for: I used a free trial ### "Logiciel de Centre d'appel " October 20, 2023 5.0 Pros C'est un top produit de centre d'appel très riche en fonctionnalités et simple à déployer. Je le recommande Cons C'est un top produit de centre d'appel très riche et très professionnel. Je le recommande Review Source BB Becky B. Medicare Agent Insurance Used the software for: Less than 6 months ### "Genesys Daily" December 14, 2021 5.0 It appears to be a fully functional system, capable of handling high call volume. Pros Call volume flows very smoothly and for the most part accurately displays phone numbers. Cons I would like an option to have more time in between calls to finish work. Two minutes is not enough time. Review Source VR Verified Reviewer Director of IT Consumer Goods Used the software for: 6-12 months ### " self serviced, easy to use SaaS solution for your customer care environment" October 19, 2018 5.0 Pros Flexibility of system, great UX, self managed Cons Support could be improved. While PC aims to allow you to run independently, it is sometimes required Review Source AB Andie B. IT Programmer/Analyst Used the software for: 1-2 years ### "Application Developer" October 14, 2017 3.0 Pros I mostly like that they are adding features every week. I see more and more needed functionality added in the weekly release. Cons I least like the customer support and change management. We have had issues during normal working hours with no warnings because changes were made and were not communicated. The support is usually not helpful either. Review Source Larry H. Global Client Technologies Manager, Genesys Used the software for: Less than 6 months ### "Feature rich solution with simple licensing model" February 2, 2018 5.0 Flexible cloud-based contact center technology that can be customized easily to the individual needs of our businesses. Pros Access to Resource Center for info to do just about anything makes this cloud-based solution fairly easy to setup and configure on your own to minimize dependence on Genesys engineers. Cons Reporting insight and analytics capabilities could be beefed up. Platform doesn't currently provide the level and detail and insight at a granular level I am accustomed to. Review Source GY George Y. Infrastructure and wfm coordinator Insurance Used the software for: 2+ years ### "Genesys PureCloud rev" August 4, 2019 5.0 Pros Simple out of the box solution that could provide me with many tools while minimizing our operational costs Cons Initially it wasn't as advanced as it is now Review Source MR Moses R. Team Leader Telecommunications Used the software for: 1-2 years ### "GENESYS Cloud Review" February 27, 2023 4.0 Pros Being a cloud solution, it supports work anywhere anytime. Cons Inability to filter information at team level. Review Source JR James R. Telecommunications Architect Education Management Used the software for: 1-2 years ### "PureCloud Review" November 21, 2018 5.0 We are serving over 150 different customers from a single call flow, this includes announcements specific to the customer as well as customized agent scripts for each customer. Pros PureCloud allow you to make your call flows as simple or complex as you need. Cons Being cloud based means that access to internal resources can be challenging. Review Source AM Arthur M. CSR III Hospital & Health Care Used the software for: Less than 6 months ### "Genesys Cloud software" May 15, 2021 5.0 Overall the software seems to work well and do its' purpose. Pros It integrates well with another piece of software for authentication of logging on and using another system. Cons Sometimes the usage overlaps and is cumbersome to operate by the end user. There seems to be some question as to whether or not both need to be on at the same time. Review Source GM Guiro M. Project Manager Insurance Used the software for: 6-12 months ### "We needed a customer experience platform that was reliable and intelligent with a well-thought- out" March 20, 2018 4.0 The Results of the PureCloud solution ; · Maintains 90% customer satisfaction rates · 15% reduction in abandonment rates, from 18% to 3% · Improved efficiency and first contact resolution · Future integration of channels and operations Pros For a per-user monthly price, the Genesys solution gave our company auto advanced routing, real-time reporting and a roadmap to unify email, chat and social interactions. Cons Sometimes it's difficult to use the dashboards lots information for supervisor. Need to be focused on 3 or 4 KPI's by department. Workforce management tool is not easy to implement but with lots of energy, we understand more this feature. Review Source VR Verified Reviewer Support Hero Outsourcing/Offshoring Used the software for: 6-12 months ### "Although we used on daily basis, sometimes we had too many issues and impacted our production" June 26, 2018 3.0 Pros It had great call tracking, out of all the phone systems I have used they have the best admin benefits to QA calls. You could pull detailed reports that cold help you pinpoint how much time on the phone and available time each associate had individually. Cons Customer service is not good in my experience, their responses were always delayed. They had several site outages that impacted production. Calls used to get stuck. Review Source BG Bernard G. Cloud Consultant Telecommunications Used the software for: 2+ years ### "Good but complex solution for cloud" July 18, 2020 5.0 Genesys is a good solution for a business with a strong developer team. Pros It has both CCaaS and UCaaS and is a leading provider. I was one of the first users years ago. They innovate well Cons It is a very complex solution that involves integration challenges every time. It is expensive for using with 3rd party products Alternatives considered [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Review Source JH Jack H. Real Time Analyst Financial Services Used the software for: 6-12 months ### "Lacks some basic functionality " May 16, 2019 4.0 I've been using the software for 7 months now, having previously been using other planning software for 3 years. There's a few aspects that are great as previously mentioned, but the lack of basic functionality far outweighs the pros in my opinion. Pros There's some great features, such as calendar planning and the vast array of data you can view in the timeline side by side. Cons The software lacks basic functionality such as 'copy + paste', multi-layer schedules and name search. Review Source CM Chris M. Customer Success Manager Real Estate Used the software for: 1-2 years ### "My experience has been seamless from the start. This is by far the best interactive product" September 27, 2017 5.0 Pros User-friendly. Always optimizing. Easy to navigate. More quality functions than its competitors. The people that you work with are fantastic. Cons The ticket/help center could run quicker. I find the response time could be improved in a more timely manner. Review Source AM Amy M. Dept Tech Lead Used the software for: 1-2 years ### "Inconsistent performance - buggy" October 18, 2017 3.0 Pros User interface is easy to understand. I also like the level of detail that is offered on the reports. Cons Bugs that cause issues with call and email distribution. It is also cumbersome to have to manually calculate totals for time frames on a report that contains a date from running from one month to another. Review Source Response from Genesys October 23, 2017 Amy, thank you for your review and feedback. I have forwarded your insight to the Michigan Economic Development Corporation's account team who will follow up with you on this. VR Verified Reviewer Operations Manager Automotive Used the software for: Less than 6 months ### "Genesys allows you to perform all of your business needs from the cloud" April 7, 2020 5.0 The ability to have a central cloud system for our applications has helped centralize WFM. Pros The ability to access WFM, scheduling, and CRM functions in one centrally located place in the cloud has shown a huge increate to productivity. Cons Since it is centrally located on the cloud, we have had some issues with lag. Typically the service is rock solid. Just something to be aware of. Review Source YP Yashodha P. Senior Service Engineer Aviation & Aerospace Used the software for: 6-12 months ### "Genesys / Purecloud Review" May 13, 2020 4.0 Overall is good experience to learn and use Pros Easy to use as a end user Easy to manage as a Admin Easy to manage/monitor Calls and Queues Reporting Tool is good WebRTC is good and works fine while all users Working From Home Cons PureCloud application crashes sometimes PureCloud application is throwing blank screen, while works fine when we use Chrome Customer care service response is not up to the mark Review Source gW garth W. Digital strategy Insurance Used the software for: 2+ years ### "Contact centre gold" February 13, 2019 4.0 Having viability of incoming calls agent status and good reporting tools comes out of the box with Purecloud. Pros The software is intuitive and there is little to learn if you have some experience in contact centre solutions. Cons A few custom reports are not yet available. Review Source CT Cory T. Project Leader Automotive Used the software for: 1-2 years ### "The PureCloud Team has gone above and beyond with their customer service. " September 15, 2017 4.0 Pros The PureCloud product is very easy to use. Navigating through the software is very user friendly and using the "help" features provide a great resource for insight. Reaching out to the community has been a great help for us as well. Cons We have based our call centre around part time shifts due to the demand of our business. The pricing model will have to be reviewed for our operations as we continue to grow. Review Source BW Brian W. owner Consumer Services Used the software for: 6-12 months ### "unpredictable" October 28, 2022 3.0 have used it for over a year within that year multiple times it went down and sometimes took a whole work day to come back up Pros then ease of use for the average agent to operate Cons The malfunctions and the length of time for recovery afterwards Review Source MA Mylène A. Chargée de Mission Textiles Used the software for: 6-12 months ### "I am project manager for Customer Care Department and was in charge of PureCloud implementation " April 6, 2018 4.0 Pros Easy to implement Easy to use, really important as part of change managing, end users adopted the solution very quickly Easily scalable contrary to an on-premise solution Cons Reports : a lot of, but finaly same features for most of them. If you want to exploit and analyse data the best way is to add an analytic tool. Support : not reactive at all, 2 or 3 days for dealing with an issue. That is really long when it affects a callcenter agent who can not doing is job in the meantime. And unfortunately it did not happen just one time. Review Source Arnold K. Développeur logiciel Wholesale Used the software for: Less than 6 months ### "Un outil performant et polyvalent pour optimiser les interactions avec les clients et les prospects" August 31, 2023 4.0 Pros Il possède une interface intuitive et personnalisable qui permet de créer des parcours clients adaptés à chaque besoin et à chaque canal de communication sans oublier qu'il s'intègre facilement avec Saleforce Cons Le cout est assez élevé et la courbe d'apprentissage qui peut être assez longue. Review Source Tahsin A. Software Consultant Information Technology and Services Used the software for: Less than 6 months ### "Simple and Powerful Contact Center in Cloud" February 22, 2021 5.0 Pros The best thing is, it is really ready to go software for the contact centres, you can even start to work on day 2 with a simple integrations. As this is a SAAS platform, the updates from Genesys also really important and it seems they are doing this really good. Cons It's still a young product, so some features are still being developed. Review Source Similar Products Featured