What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Categories & Use Cases
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Screenshot of Conversations
Top Performing Features
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
Areas for Improvement
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.2
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.4
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.1
