--- description: Learn how Genesys Cloud CX can help your business. GetApp provides users in New Zealand with the most detailed information on software reviews, prices and features. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: Genesys Cloud CX Reviews, Pricing & Ratings | GetApp NZ 2026 --- Breadcrumb: [Home](/) > [Call Centre Software](/directory/275/call-center/software) > [Genesys Cloud CX](/software/104597/genesys-cloud) # Genesys Cloud CX Canonical: https://www.getapp.co.nz/software/104597/genesys-cloud Page: 1 / 12\ Next: [Next page](https://www.getapp.co.nz/software/104597/genesys-cloud?page=2) > Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture > > Verdict: Rated **4.3/5** by 262 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Key benefits of Genesys Cloud CX • Reimagine experiences that matter with our composable, all-in-one platform, you can arrange and rearrange your experience to meet customer and employee needs: Bring your CX vision to life with the broadest innovative set of CX, DX and EX capabilities, a rich set of open APIs and an expansive marketplace and ecosystem. • Know your customer: Our customer journey analytics and orchestration let you visualize, measure, and monitor across the consumer journey. Understand your data to drive decisions with AI that distills insights from the data across any touchpoint, any time, and any journey so you can react proactively and continuously deliver frictionless connected experiences, raising the experience bar. • Global Scale: Take your experiences anywhere in the world you operate, ensuring localization and compliance - without additional effort or risk. We support over 18 languages and safeguard data with proper compliance from the collection to access to storage. Whether a business operates in 2 countries, or 80, Genesys Cloud CX helps simplify delivery of consistent global experiences. • Automate successful outcomes: Using our conversational AI, your customers can interact with bots but in a natural way that understands sentiment and analyzes to accelerate resolution with smart, intent-driven automation. Our predictive routing and next best action analyze behavior patterns and identifies the best outcome and agent match to ensure the best customer agent experience very time. Digital engagement automation rapidly identifies behavior patterns and informs orchestration decisions so you can proactively shape the customer journey by intervening at the right moment to easily match customer satisfaction and business objectives. • Innovate at scale: Genesys Cloud CX is designed for today’s user. Within an intuitive single interface and easy-to-use mobile application, employees can manage omnichannel customer interactions, see relevant interaction context and data, monitor performance, and receive personalized coaching for continuous improvement. Our AI-powered knowledge management ensures access to up-to-date information so you can answer questions before they are even asked whether it’s through a bot, an agent, or a search. Improve the employee experience with native workforce engagement management. Whether you are providing work life balance through AI powered forecasting and scheduling, guiding the customer interaction so employees can more proactively solve requests, or providing real-time guidance and gamification, you can unleash employee superpowers to exceed your business goals. • Total transparency: In the fast-paced world of customer support, the last thing you need is for your contact centre software to fail. We’re here to make sure that never happens. The Cloud team is committed to performance transparency. That’s why we provide straight-forward SLAs and a public facing status page with live updates and proactive notifications. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.3/5** | 262 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 - AI Copilot - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Monitoring - Activity Tracking - Agent Interface - Alerts/Escalation - Alerts/Notifications - Answering Machine Detection - Approval Process Control - Archiving & Retention - Assignment Management - Attendance Management - Auto-Dialer - Automated Routing - Automatic Call Distribution - Automatic Outbound Dialer ## 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.getapp.co.nz/directory/275/call-center/software) ## Related Categories - [Call Centre Software](https://www.getapp.co.nz/directory/275/call-center/software) - [Telephony Software](https://www.getapp.co.nz/directory/294/telephony/software) - [Contact Centre Software](https://www.getapp.co.nz/directory/593/contact-center/software) - [Customer Engagement Software](https://www.getapp.co.nz/directory/650/customer-engagement/software) - [Customer Service Software](https://www.getapp.co.nz/directory/231/customer-service/software) ## Alternatives 1. [Zendesk Suite](https://www.getapp.co.nz/software/9448/zendesk) — 4.4/5 (4072 reviews) 2. [Ringover](https://www.getapp.co.nz/software/117547/ringover) — 4.7/5 (858 reviews) 3. [Convoso](https://www.getapp.co.nz/software/8280/cloud-predictive-dialer) — 4.5/5 (386 reviews) 4. [DialedIn CCaaS](https://www.getapp.co.nz/software/104279/chasedata) — 4.8/5 (314 reviews) 5. [LiveAgent](https://www.getapp.co.nz/software/91301/liveagent) — 4.7/5 (1753 reviews) ## Reviews ### "Genesys Pure Cloud" — 4.0/5 > **Murat** | *29 April 2020* | Banking | Recommendation rating: 9.0/10 > > **Pros**: It is easy to use this product it is like a rock > > **Cons**: Price policies are not flexible and scalable. ----- ### "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 review" — 3.0/5 > **Davida** | *24 March 2025* | Insurance | Recommendation rating: 9.0/10 > > **Pros**: the interactive face of listening and reading the transcript of calls > > **Cons**: malfunctioning issues with screen capture and transcript ----- ### "Great Product, Highly Recommended" — 5.0/5 > **Kris** | *20 August 2024* | Information Technology & Services | Recommendation rating: 8.0/10 > > **Pros**: The alignment of multiple communication channels makes managing our call center staff and monitoring customer interactions easily manageable in real time. > > **Cons**: The chat product is very rigid and not easily adapted to different business needs. > > We have had great success moving several departments to the product. Our customers have benefited from modern, streamlined communication channels. ----- ### "A good product that is getting better" — 4.0/5 > **Verified Reviewer** | *18 May 2021* | Insurance | Recommendation rating: 7.0/10 > > **Pros**: We love that the Genesys system provides us with a single system for all our customer interactions. We can handle inbound and outbound calls, chats, emails, and SMS. In addition, all the call recordings and call evaluations are in the same system (or will be when we are done rolling it out). > > **Cons**: I think Genesys has some work to do on enhancing the sorting and filtering capabilities with the various views. I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few. > > Overall we have been pretty happy with the Genesys Cloud application. When we find things that are lacking, we are able to put in ideas for enhancements and some of those ideas have already been implemented. ----- Page: 1 / 12\ Next: [Next page](https://www.getapp.co.nz/software/104597/genesys-cloud?page=2) ## Links - [View on GetApp](https://www.getapp.co.nz/software/104597/genesys-cloud) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-CL | | | es-CO | | | es-MX | | | fr | | | fr-BE | | | fr-CA | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data