Overview

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The experiences you create are just as important as the products and services you sell. But most customer journeys are designed around business processes, not people and how they engage in today's digital world.

Legacy systems and processes, data silos and shadow IT have led brands to become disconnected from the experiences they deliver. With Genesys cloud contact center solutions, you can evolve from siloed customer interactions to end-to-end customer journeys that are orchestrated across channels. More than 4,000 companies have migrated their contact center to the cloud with Genesys.

Genesys Cloud CX is an all-in-one composable CX platform built on AWS. The microservices-based architecture, API-first development, open data, and AI give you rapid innovation, agility, and resilience to optimize your CX tech stack. Mix and match innovative productized capabilities - Core, Digital, AI, WEM - or leverage our expansive marketplace and ecosystem to bring your CX vision to life.

With Genesys, you can connect context across channels to deliver proactive, predictive, and hyper-personalized experiences that deepen the customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

For custom contract terms, packages, pricing, or additional features please contact awssales@genesys.com .

Highlights

Genesys Cloud CX is an all-in-one composable cloud contact center SaaS solution. It unifies customer and agent experiences across phone, email, chat, text and social channels.
Pointilist Customer Journey Management helps customer-centric organizations deliver experiences that anticipate each customer's needs by recognizing their preferences, prior experiences, and current goals.
Genesys Cloud EX enables organizations to transform their approach to employee engagement and deliver new levels of efficiency and effectiveness through Unleashing Employee Superpowers.

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Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for any usage exceeds the entitle amount or not covered in the contract. These charges will be applied on top of the contract price. If you choose not to renew or replace your contract before it ends, access to your entitlements will expire.

12-month contract (3)

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Dimension	Description	Cost/12 months
Genesys Cloud 3 Ent	GC3 500 Agent Enterprise Commitment	$840,000.00
Pointilist by Genesys	Basic Enterprise	$250,000.00
Genesys EX	Genesys Cloud EX Voice Only	$1,080.00

Additional usage costs (2)

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The following dimensions are not included in the contract terms, which will be charged based on your usage.

Dimension	Cost/unit
Usage based charges for Core Service Usage and Overage	$0.01
Usage based charges for Telephony and Carrier Services	$0.01

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Software as a Service (SaaS)

SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.

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Genesys Cloud Professional Services Jumpstarts

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Genesys Cloud Customer Care is focused on your experience through a global, live answer 7X24 Genesys Cloud Customer Care model.

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1382 external reviews

External reviews are sourced from G2 and are not included in the star rating for this product.

Utilities

Very reliable call center platform with enriched features.

Reviewed on Nov 14, 2024

Review provided by G2

What do you like best about the product?

1.) Very reliable uptime
2.) Enriched features
3.) Easily retrievable & sortable statistics

What do you dislike about the product?

1.) Technical help needs improvement
a.) Technical help language barrier can sometimes be an issue.
b.) Waiting for a high priority ticket to be resolved in a reasonable amount of time can also be an issue at times.

What problems is the product solving and how is that benefiting you?

How to answer calls in a timely manner with the proper flow structure outcome.

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Consumer Services

All in one platform for managing Contact Centre

Reviewed on Nov 04, 2024

Review provided by G2

What do you like best about the product?

The platform offers an impressive range of tools and integrations, all of which are incredibly user-friendly.

What do you dislike about the product?

Specific functionalities in a micro level is not available such as monitoring a live chat, Multiple agent sending SMS to same contact at the same time, embedding PDF into an article.

What problems is the product solving and how is that benefiting you?

One of the standout features is the omnichannel support—handling voice, chat, email, SMS from a single platform has streamlined our processes and improved agent productivity. The real-time reporting and historical data access are top-notch, allowing us to make informed decisions quickly.

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Banking

The best CCaS

Reviewed on Oct 29, 2024

Review provided by G2

What do you like best about the product?

Its easy to use and implementation is very quick.

What do you dislike about the product?

Some integrations lack of documentation.

What problems is the product solving and how is that benefiting you?

Is solving an incresing cost with onpremises solutions and a security risk being that onpremises services need to be constantly updated

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Information Technology and Services

Why Genesys Cloud CX matter

Reviewed on Oct 23, 2024

Review provided by G2

What do you like best about the product?

Excellent innovation with revenue driven features which enabled best customer experience

What do you dislike about the product?

Cost management could be done better which can help customer to decide quickly on migration

What problems is the product solving and how is that benefiting you?

Genesys Cloud CX is providing Omnichannel solution which help agent to interact with custgomer accross chanel using single platform

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Ben H.

Robust CX with a wide variety of uses

Reviewed on Oct 16, 2024

Review provided by G2

What do you like best about the product?

Architect is awesome at creating custom flows and distributing your calls where you need when you need.

What do you dislike about the product?

Sometimes is too big for smaller call centers. Great when you need multiple departments or queues but definitely not for small call centers.

What problems is the product solving and how is that benefiting you?

Genesys Cloud is often making updates to keep the system improving. The upgrades that apply to our company improve our efficiencies nearly every time.

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