--- 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 268 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** | 268 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 - Call Logging - Call Monitoring - Call Recording - Call Routing - Call Tracking - Call Transcription - Campaign Management - Chat/Messaging - Chatbot - Commenting/Notes - Communication Management - Complaint Monitoring - Content Management - Customer Experience Management - Customer History - Customisable Forms - Employee Coaching Tools - Employee Scheduling - Engagement Tracking - Feedback Management - For Call Centres - Full Text Search - IVR - Inbox Management - Knowledge Base Management - Labor Forecasting - List Management - Mobile Access - Multi-Channel Data Collection - Multi-Language - NPS Survey Structure - Predictive Dialer - Proactive Chat - Productivity Analysis - Quality Management - Real-time Consumer-facing Chat - Recording - SMS Messaging - Survey/Poll Management - Surveys & Feedback - Task Automation - Task Management - Transcripts/Chat History - Visual Analytics - Voice Mail - Workflow Automation ... and 80 more features ## Integrations (18 total) - Brightmetrics CCaaS Analytics - Epic - Google Workspace - Jenkins - Latitude by Genesys - Microsoft Azure - Microsoft Entra ID - OneLogin - Oracle Service - Ping Identity - Pivotal Tracker - Salesforce Sales Cloud - Salesforce Service Cloud - ServiceNow - UserVoice ... and 3 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. [LiveAgent](https://www.capterra.co.uk/software/102188/liveagent) — 4.7/5 (1787 reviews) 2. [Zendesk Suite](https://www.capterra.co.uk/software/164283/zendesk) — 4.4/5 (4090 reviews) 3. [Ringover](https://www.capterra.co.uk/software/169627/ringover) — 4.7/5 (884 reviews) 4. [Convoso](https://www.capterra.co.uk/software/76768/cloud-predictive-dialer) — 4.5/5 (395 reviews) 5. [DialedIn CCaaS](https://www.capterra.co.uk/software/29589/callcenternow) — 4.8/5 (330 reviews) ## Reviews ### "A day-to-day experience with Genesys Cloud CX" — 5.0/5 > **Amelia** | *31 July 2026* | Automotive | Recommendation rating: 9.0/10 > > **Pros**: Genesys Cloud CX is pretty solid for handling large customer interactions. We've integrated it with our CRM system, and it works well enough for our needs. The auto-assignment feature is a nice touch, especially for our team of about 50 people. > > **Cons**: Not a huge deal, but I wish the reporting features were more user-friendly. Took a bit to figure out how to create custom dashboards, and it's kind of annoying when I need to export data for our finance team. Still, it's a minor complaint in an otherwise solid product. > > Overall, I've had a solid experience with Genesys Cloud CX. It's been a reliable platform for managing our customer interactions and has helped streamline our workflow. While there have been some minor hiccups along the way, the benefits far outweigh the drawbacks, making it a valuable tool for our team. ----- ### "Works once you get to know it\!" — 4.0/5 > **Luciano** | *26 May 2026* | Education Management | Recommendation rating: 6.0/10 > > **Pros**: The omnichannel makes customer support very easy and transfers them to AI chat or email channels. Makes it easy to manage calls with customers with a safe and secure network. > > **Cons**: It is quite a high price point \& the learning curve is quite steep which requires a lot of training to get over the curve ----- ### "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. ----- ### "Good software for a call center in collection recovering service for automotive" — 4.0/5 > **Marc** | *14 July 2026* | Automotive | Recommendation rating: 7.0/10 > > **Pros**: Able to have multiple phone tasks at the same time able to to record the call when needed addons option integration in a third software (Salesforces, PEGA...) and Web app platform solution Dashboard with mutlple data in live Campaign calling with specific lists integration of whatsapp chat for specifi campaign > > **Cons**: Some call bugs could happen Missing some features like: post call note during the call The Bluetooth headset connection is not reliable > > I used Genesys for a collection debt recovering service in automotive industry This software is a great compromise foa call center and value of money. The admin profil profile offer a wide range of addons and option, and the user profile can be personalised. lot of main data that can track, changing phone numbers for calling or sending message. ----- 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