Genesys Cloud CX Review

Long-term business success depends mainly on customer retention. This is a well-known fact within the business landscape and one that many employers pass on to their staff.

The task of retaining customers cuts across a business entire processes and departments but rests more on the shoulders of support staff. To ease this task, businesses typically turn to customer-centric tools, with Genesys Cloud CX being one of the most popular.

This article analyzes Genesys Cloud CX comprehensively to understand what makes it stand out in that industry. Read on to learn its core features, plans and pricing, terms of use, and security policy.

Genesys Overview

Genesys, officially Genesys Telecommunications Laboratories, is an American software development company. Founded in 1990, the company focuses on customer experience and call center technologies, where it has become an industry leader. In 2021, Genesys announced a $580 million round of funding, taking the company’s total valuation to over $21 billion.

Genesys delivers hybrid and cloud-based solutions and serves mid-sized to large businesses. As a testament to its credibility, nearly 7,000 organizations, including 17 of the Fortune 500 companies, use solutions from Genesys. Some of its popular services include Cloud CX (formerly PureCloud), Multicloud CX (formerly Engage and PureEngage), and Genesys DX.

Genesys aims to help businesses deliver personalized customer experiences with their products and services. At the organizational level, the company also promotes diversity, equity, and inclusion. As a result, Genesys has regional offices in six continents and employs more than 5,500 employees. It’s also committed to environmental sustainability through its various sustainability initiatives.

• Established: 1990
• Founder: Gregory Shenkman, Alec Miloslavsky
• Offices: North America (Headquarters), Europe, Middle East, Asia Pacific, Africa

5 Core Features of Genesys Cloud CX

Expert Opinion

Rating: 4.6/5

Genesys Cloud CX blends employee-centric and customer-focused features into a single solution that connects employee and customer journeys. Businesses looking to improve their processes should consider it.

Genesys Cloud CX shows how seamless it is to use right from the account registration and package-purchase stage. You can easily create a profile and set up a password using your company’s email address. While this helps keep processes, it may deter start-ups who still rely on conventional email addresses.

Cloud CX suite of features works as advertised on the website. The architect tool makes it easy to create and manage workflows; all voice features work well and are easy to maintain. The company can improve upon features like email handling or have an edge over its competitors with assignment and calendar management capabilities.

Genesys also provided a demo of the Cloud CX and has many videos on social media to that effect. Providing a time-limited free trial may promote more experimentation with the software. This can encourage more people to purchase plans or give them a better understanding of how Cloud CX works.

Notable Features

Cloud CX has many features that managers and staff can use to serve their customers better. Below are the most notable of these features:

1. Pre-configured Sample Workflows

First-time users of many software programs typically spend considerable time becoming familiar with the tool. Testing its various features and setting up a separate workspace consumes time that could be spent being productive with work, teams, and customers.

Genesys aims to eliminate this as much as possible with the Cloud CX. The platform contains a tool, Architect, where you can utilize pre-configured sample workflows to manage tasks and achieve objectives quickly.

If you can’t find a workflow that effectively captures your business’s processes, Architect also enables you to create one easily. You can perform various actions with workflows, including encrypting, decrypting, and updating customer data. You can also provide an exit reason and exit an entire workflow completely.

2. Self-service and Automation

Cloud CX automates numerous tasks and empowers customers to perform various operations themselves. This reduces the tasks that customer representatives have to perform, enabling them to be more productive and focus on crucial tasks.

Cloud CX can hold conversations with customers and help them address basic issues. When a customer needs the service of a support agent, it can also hand the conversation over seamlessly. Other actions that fall under the category of self-service and automation include authenticating customers and capturing payments.

3. Extensive Flexibility and Integrations

Cloud CX can seamlessly integrate with other customer relationship management (CRM) and DevOps tools. Its public REST APIs ensure there’s no limit to the applications, frameworks, and programs you can add to the overall customer experience infrastructure.

Typical tools with which Cloud CX can integrate include:

• CRM: Work seamlessly on popular CRM tools like Salesforce and SugarCRM.
• Case management: Combining Cloud CX with case management tools helps you track progress, minimize costs, and simplify workflows. Case management tools like Microsoft Dynamics 365 and ServiceNow sync perfectly with Cloud CX to make managing workflows easier.
• Communications: Communications tools are essential for collaboration and information sharing among customer support staff. Cloud CX also caters to this need by integrating with Microsoft Teams and Zoom.
• Business analytics: There may be situations where you need to relate customers’ key data with business growth and development. Cloud CX also assists in achieving this by integrating with business intelligence tools like eMite, Survey Dynamics, Brightmetrics, and others.

4. Employee and Customer Management

Cloud CX has effective customer and employee management functionalities. It has workforce management features (WFM) that simplify how support staff handle everyday activities. These features center around managing the schedules of support staff in multi-channel contact centers and forecasting interactions. Agents can use this tool to view and manage their schedules and send off-time requests.

Cloud CX also has employee performance management capabilities. It uses embedded tools to onboard easily and train staff, which improves productivity and boosts employee potential.

As a customer experience tool, Cloud CX majorly helps ensure optimum customer experience. It uses automation and artificial intelligence (AI) to manage routine tasks that support staff typically perform. For example, tasks like customer authentication and IVR personalization either fall under self-service or are automated.

5. Active and Friendly Support Center

Genesys provides extensive support for the Cloud CX platform. Wherever you are on the software, support is typically one or two clicks away from you. At the top right of the screen, you’ll find “Trial Support Center.” This center provides all the guidance you need to learn how the Cloud CX works. You can see how to perform actions like setting up a phone number and making your first interaction.

You can also find dedicated Cloud CX training on Genesys’ website. These are specialized training for the Genesys platform, and completing them earns you certifications. Accessing any training requires purchasing a learning subscription.

Advanced Security Infrastructure

Cloud CX uses advanced security protocols to protect organizations’ and customers” data. As an agent, support staff, or technician, you need a unique username and a password to access Cloud CX. The platform also features a two-factor authentication, ensuring that no individual can brute force your account. These security mechanisms are on the client side.

On the server side, Genesys secures all data and information with the standard AES-256 encryption. Currently, this is the strongest encryption protocol and the same standard that governments and military intelligence agencies use. Cloud CX also secures all connections to browsers and applications with HyperText Transfer Protocol (HTTP) and Transport Layer Security (TLS).

Plans and Pricing

Genesys Cloud CX has different packages for businesses of different sizes and needs. Two of these, like the Cloud CX 2 and Cloud CX 3 packages, have variants with certain differing features. Below is a detailed overview of the five packages of this customer experience platform:

1. Cloud CX 1

Cloud CX 1 is primarily a voice-focused plan. Subscribing to this plan provides features that enable you to handle customer calls with ease. You can take advantage of inbound and outbound calls, callbacks, dynamic routing, and employee support. Below are the core features of Cloud CX 1:

• Voice experience configurations with inbound, outbound, and blended voice capabilities
• High-quality interaction recording to comply with regulations
• Optimized and customizable employee workspace
• Numerous customer self-service and call-back options
• Powerful orchestration builder to configure voice call flow
• Open-API composable framework for easy integration with any system

2. Cloud CX 2 Digital

Cloud CX 2 significantly improves upon Cloud CX 1 by digitizing workflows rather than relying on voice alone. It contains robust channels and advanced digital capabilities, helping customer support to provide customers with the best experiences. The core features of this plan are:

• Fully optimized digital workspaces, making it easy to manage interactions
• Capabilities for engaging customers on any digitized channel, including email, web, SMS, and social media apps
• Information center for making quick decisions and providing support
• Robust media capabilities for quick sharing of information
• Single customer view for a personalized customer experience
• Intuitive quality management solutions for evaluating interactions

3. Cloud CX 2 Digital + Voice

This combines digital and voice capabilities to give an all-encompassing positive customer experience. With this plan, organizations can provide digital and voice solutions, enhancing their efficiency and gaining an advantage over competitors. Alongside all the features of a regular Cloud CX 2 Voice plan, here are additional features of this plan:

• Capabilities to connect customer journeys across all interactions to ensure satisfaction
• Unified tool to manage and monitor voice and digital experiences
• Fair-use policy for IVR minutes, data storage, and API requests

4. Cloud CX 3 Digital + WEM

Digital + WEM, which is the base plan of Cloud CX 3, combines digital capabilities with workforce engagement management (WEM) functionalities. Subscribing to this plan enables you to synchronize employee and customer journeys to deliver top-notch experiences to everyone. Already, you get full access to all Cloud CX Digital plan’s features. In addition, you also get:

• Employee activity dashboard with scorecards, leaderboards, and KPI trackers
• AI-powered scheduling and forecasting for predicting employees’ needs and schedules
• Built-in learning modules for performance management and improvement
• Gamification to align business KPI and employee performance

5. Cloud CX 3 Digital + WEM + Voice

This is the ultimate Cloud CX plan. It connects employee management and customer support to deliver exceptional experiences to all. As with the previous plan, it contains productive workforce engagement management features. Below are some of the core features of this plan:

• All Cloud CX 1 and Cloud CX 2 features
• Activity dashboards for employees with KPIs, trackers, and scorecards
• Voice of the customer capabilities

Plans and Features Comparison Table

Terms and Policies

The terms of use specify how to use Cloud CX and all other Genesys solutions and apps. This is available on the company’s website and is easily accessible to anyone. These terms of use cover a broad range of topics, including expected user conduct, management of online communities, and how Genesys deals with users’ content.

For example, by uploading content to online communities, you grant Genesys the right to copy, reproduce, and modify it as much as they want. However, the company doesn’t have ownership right over the content; that remains yours.

Genesys is also a privacy-focused company, with this commitment clearly outlined in its privacy policy. Data protection and privacy policies typically depend on the jurisdiction in which the customer’s business operates. So, for users in the European Economic Area (EEA) or Switzerland, GDPR rights apply.

In using Cloud CX, the company collects personal and aggregate data to deliver optimal experiences. Personal data covers name, email address, and billing information, including house address, card details, and ZIP code. Aggregate data consists of information from your computer, like IP addresses and cookies. The company secures every data with state-of-the-art encryption, but certain situations may warrant them presenting it.

Customer Support

Genesys has taken an intuitive approach to customer support by arranging it into different categories. Clicking Support & Services in the menu bar on the website shows you seven different ways of assessing customer support. You can open a support case, contact support, or join online communities. Genesys also has a knowledge network that functions as a repository for all the company’s resources.

If you decide to contact support, Genesys has offices worldwide, and it’s best to contact a regional office for a personalized experience.

North America (USA & Canada)
Toll-free, N. America
+1-888-369-5555
United States
+1-317-715-8600
Collector
+1-866-396-2599
+1-317-715-8448

Europe, Middle East, Africa
International
+44 (0) 127-645-7002
Netherlands
+31 35 369 0201
Saudi Arabia
+966 (0) 112-502-998

Asia Pacific
International
+63-2-8864-3333
Australia
+61-7-3368-6868
Toll-free, India
+000-800-100-7136
Japan (Japanese)
+81-3-5989-1450
Toll-free, Malaysia
+1-800-814-472
Korea (Korean)
+82-80-822-1466
New Zealand
+64-9-950-8476

Latin America
International
+55-11-4040-4849
Brazil (Portuguese)
+55-11-3882-0338
Toll-free, Columbia
018005183954
Toll-free, Ecuador
1-800-000-272
Toll-free, Mexico
1-800-112-2660
Toll-free, Panama
00800226-8420
Toll-free, Peru
080077301

Customer support email
customercare-gov@genesys.com

Conclusion

Genesys Cloud CX comes with exceptional features for positive customer and employee experiences. It combines workforce management with self-service and automation functionalities to improve productivity and eliminate strenuous and repetitive tasks. It is a recommended tool for any company that runs a call center or with a large customer base.

Contributors: Saheed Aremu (Technical Writer), John Jai (Graphics Designer)