--- description: Discover the benefits and disadvantages of Genesys Cloud CX. Learn the software price, see the description, and read the most helpful reviews for UK business users. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Genesys Cloud CX Pricing, Cost & Reviews - Capterra UK 2026 --- Breadcrumb: [Home](/) > [Call Centre Software](/directory/30007/call-center/software) > [Genesys Cloud CX](/software/21409/genesys-cloud) # Genesys Cloud CX Canonical: https://www.capterra.co.uk/software/21409/genesys-cloud Page: 1 / 12\ Next: [Next page](https://www.capterra.co.uk/software/21409/genesys-cloud?page=2) > Genesys Cloud is a web-based software that unifies customer and agent experiences across phone, email, chat, text and social channels. > > Verdict: Rated **4.3/5** by 263 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses Genesys Cloud CX? Genesys Cloud is for everyone\! Progressive IT and contact centre operations that prefer rapid delivery, all-in-one, cloud contact centre solution. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.3/5** | 263 Reviews | | Ease of Use | 4.4/5 | Based on overall reviews | | Customer Support | 4.0/5 | Based on overall reviews | | Value for Money | 4.1/5 | Based on overall reviews | | Features | 4.2/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Genesys - **Location**: Daly City, US - **Founded**: 1990 ## Commercial Context - **Starting Price**: US$75.00 - **Pricing model**: Per User - **Pricing Details**: Cloud 1: $75USD per user, per month (annual payment available) Cloud 2: $110USD per user, per month (annual payment available) Cloud 3: $140USD per user, per month (annual payment available) For enterprise-level planning, please contact Genesys for more information. - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Traditional Chinese, Turkish - **Available Countries**: Argentina, Australia, Belgium, Bolivia, Brazil, Cambodia, Canada, Chile, Colombia, Costa Rica, Cuba, Czechia, Denmark, Dominican Republic, Ecuador, El Salvador, Falkland Islands, Finland, France, French Guiana and 36 more ## Features - @mentions - Agent Interface - Auto-Dialer - Automated Routing - CES Survey Structure - CSAT Survey Structure - Call Logging - Call Monitoring - Call Recording - Call Reporting - Call Transcription - Campaign Management - Chat/Messaging - Chatbot - Commenting/Notes - Communication Management - Customer Experience Management - Customer History - Customisable Forms - Employee Coaching Tools - Employee Scheduling - Feedback Management - For Call Centres - Full Text Search - Inbox Management - Intraday Management - KPI Monitoring - Knowledge Base Management - Labor Forecasting - List Management - Live Chat - Mobile Access - Multi-Channel Communication - Multi-Channel Data Collection - Multiple Scoring Models - NPS Survey Structure - Power Dialer - Predictive Dialer - Process/Workflow Automation - Productivity Analysis - Quality Management - Real-time Consumer-facing Chat - Recording - SMS Messaging - Speech Recognition - Survey/Poll Management - Surveys & Feedback - Task Automation - Transcripts/Chat History - Voice Mail ... and 75 more features ## Integrations (17 total) - Brightmetrics CCaaS Analytics - Epic - Google Workspace - Jenkins - Latitude by Genesys - Microsoft Azure - Microsoft Entra ID - OneLogin - Oracle Service - Ping Identity - Pivotal Tracker - Salesforce Service Cloud - ServiceNow - UserVoice - Verint Workforce Management ... and 2 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Call Centre Software](https://www.capterra.co.uk/directory/30007/call-center/software) ## Related Categories - [Call Centre Software](https://www.capterra.co.uk/directory/30007/call-center/software) - [IVR Software](https://www.capterra.co.uk/directory/30231/ivr/software) - [Customer Satisfaction Software](https://www.capterra.co.uk/directory/30541/customer-satisfaction/software) - [Customer Experience Software](https://www.capterra.co.uk/directory/30671/customer-experience/software) - [Customer Engagement Software](https://www.capterra.co.uk/directory/30906/customer-engagement/software) ## Alternatives 1. [Zendesk Suite](https://www.capterra.co.uk/software/164283/zendesk) — 4.4/5 (4079 reviews) 2. [Ringover](https://www.capterra.co.uk/software/169627/ringover) — 4.7/5 (871 reviews) 3. [Convoso](https://www.capterra.co.uk/software/76768/cloud-predictive-dialer) — 4.5/5 (387 reviews) 4. [DialedIn CCaaS](https://www.capterra.co.uk/software/29589/callcenternow) — 4.8/5 (324 reviews) 5. [LiveAgent](https://www.capterra.co.uk/software/102188/liveagent) — 4.7/5 (1782 reviews) ## Reviews ### "Good system for overall use" — 4.0/5 > **Liam** | *25 October 2024* | Insurance | Recommendation rating: 7.0/10 > > **Pros**: Modern features and omnicentre. Frequent patch updates. > > **Cons**: Lacks sophisticated outbound dialling. We require reverse priority so newest contact is highest priority but the system struggles with this. > > Largely positive. We have been disappointed with lack of sophistication for outbound dialling campaigns. Given our previous software could deliver this with ease ----- ### "Better than most CX softwares so definitely a must try." — 5.0/5 > **Oliver** | *2 September 2024* | Media Production | Recommendation rating: 9.0/10 > > **Pros**: Has a dense set of features and applications for customer facing solutions. > > **Cons**: It can become very easy to overly rely on Genesys without integrating it even when integrations are currently being implemented. This is because it has so much to offer it becomes distracting. > > One of the best and most widely used Customer Experience products for a 360 customer service software. ----- ### "Genesys Cloud provides agility and continuously improves." — 5.0/5 > **Glen** | *6 August 2024* | Dairy | Recommendation rating: 10.0/10 > > **Pros**: Genesys Cloud provides a live platform where we can take immediate action in a fast-paced environment, which is something we haven't had the ability to do in the previous telephony system we had. And the insights that it provides is invaluable. > > **Cons**: Some metrics can be hard to find, however this space is constantly improving. Also we found calling people internally (both users having Genesys Cloud), means we are not able to retain a recording. > > We love Genesys Cloud and it's constantly improving. ----- ### "Genesys CRM CX Makes the difference" — 5.0/5 > **Alejandra** | *21 January 2025* | Computer & Network Security | Recommendation rating: 9.0/10 > > **Pros**: Fast and easy to implement. Lots of functionality and great APIs to integrate with almost anything. > > **Cons**: Pricing is high. You must do a Business Case to evaluate ROI and TCO. > > Timeline of the project si half the usual timeline from other vendors. Easy to use and intuitive for users. The payback, once implemented, as a multi-channel tool is awesome. ----- ### "Effective, Clear, Useful, just a bit annoying." — 3.0/5 > **Jordan** | *19 August 2025* | Consumer Goods | Recommendation rating: 6.0/10 > > **Pros**: Simple to use deskless calling service with the ability to forward calls and review voicemails. I enjoy that I can easily forward messages to direct members of our team for feedback as well as leave them notes. The caller ID, volume options, and interface is well done. Automatically connects to my device profile with my custom controls and settings which is a nice feature. Directory works really well and I could easily contact someone within the company if I had to. > > **Cons**: The ringer options and customization for sounds is very minimal. I found them all to be pretty pitchy and difficult to stomach on a regular basis. There is also no way to mute or ignore a call for our team phone line. I end up just muting the entire site which is not helpful. If this was adjusted or changed, I would consider this product top-tier. > > Only service I have regularly used for engaging with external vendors and customers as an HR Rep. Works well, just need some quality of life changes. ----- Page: 1 / 12\ Next: [Next page](https://www.capterra.co.uk/software/21409/genesys-cloud?page=2) ## Links - [View on Capterra](https://www.capterra.co.uk/software/21409/genesys-cloud) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fi | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | ko | | | nb | | | nl | | | nl-BE | | | pl | | | pt | | | pt-PT | | | sv | | ----- ## Structured Data