--- 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 264 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** | 264 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 Routing - Call Transcription - Campaign Management - Chat/Messaging - Chatbot - Commenting/Notes - Communication Management - Content Management - Conversation Intelligence - Customer Experience Management - Customer History - Customisable Forms - Employee Coaching Tools - Employee Scheduling - Feedback Management - For Call Centres - Full Text Search - Inbox Management - Knowledge Base Management - Labor Forecasting - List Management - Live Chat - Mobile Access - Multi-Channel Communication - Multi-Channel Data Collection - Multi-Language - NPS Survey Structure - Predictive Dialer - Productivity Analysis - Real-time Consumer-facing Chat - Recording - SMS Messaging - Speech Recognition - Survey/Poll Management - Surveys & Feedback - Task Automation - Transcripts/Chat History - Visual Analytics - Voice Mail - Workflow Automation ... 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. [Ringover](https://www.capterra.co.uk/software/169627/ringover) — 4.7/5 (881 reviews) 2. [LiveAgent](https://www.capterra.co.uk/software/102188/liveagent) — 4.7/5 (1786 reviews) 3. [Zendesk Suite](https://www.capterra.co.uk/software/164283/zendesk) — 4.4/5 (4083 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 (325 reviews) ## Reviews ### "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 ----- ### "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 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 ----- ### "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 Cloud make a posiyive difference in customer interactions" — 4.0/5 > **Moe** | *24 April 2025* | Telecommunications | Recommendation rating: 8.0/10 > > **Pros**: What I like the most about Genesys cloud is that it provides insights and analytics for customer's interaction on the dashboard. > > **Cons**: Being a cloud-native platform, internet connectivity issues occur occasionally causing downtime on chanels. > > Using Genesys Cloud was a nice experience, it is flexible and the real time analytics capability makes it even more enjoyable ----- 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