--- 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 262 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** | 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 - Agent Interface - Auto-Dialer - Automated Routing - CSAT Survey Structure - Call Logging - Call Monitoring - Call Recording - Call Reporting - Call Transcription - Campaign Management - Chat/Messaging - Chatbot - Commenting/Notes - Communication Management - Content 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 - Transcripts/Chat History - VoIP - 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. [Ringover](https://www.capterra.co.uk/software/169627/ringover) — 4.7/5 (859 reviews) 2. [LiveAgent](https://www.capterra.co.uk/software/102188/liveagent) — 4.7/5 (1754 reviews) 3. [Zendesk Suite](https://www.capterra.co.uk/software/164283/zendesk) — 4.4/5 (4072 reviews) 4. [Convoso](https://www.capterra.co.uk/software/76768/cloud-predictive-dialer) — 4.5/5 (386 reviews) 5. [DialedIn CCaaS](https://www.capterra.co.uk/software/29589/callcenternow) — 4.8/5 (315 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. ----- ### "Expensive but worth it" — 5.0/5 > **Sherry** | *12 March 2026* | Leisure, Travel & Tourism | Recommendation rating: 7.0/10 > > **Pros**: There are many pros with Genesys Cloud CX such as having everything in one platform (phone calls, email, texting, etc). It makes helping our customers so much faster. The built in AI is always a plus\! > > **Cons**: The only cons, per se, of Genesys Cloud CX are that it was a bit difficult when first setting it up. It has taken some time to learn it. Other than that, it is one of the more expensive programs or platforms. > > Overall using Genesys Cloud CX is very efficient, although not easy to learn. It takes some time to learn how to use it, but it is worth it. ----- 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