Genesys Cloud CX
Sales Tools
Cloud Contact Center & Customer Experience Platform
Popular Workflows with Genesys Cloud CX
Omnichannel Customer Service
Route voice, chat, email, social interactions to best agents with AI
Workforce Optimization
Forecast demand, schedule agents, and optimize staffing automatically
How does Genesys Cloud CX help?
- contact center
- omnichannel engagement
- workforce optimization
- enterprise calling
Pricing
Who is Genesys Cloud CX for?
Is Genesys Cloud CX easy to use?
Links
Visit WebsiteEverything You Need to Know About Genesys Cloud CX
Complete guide to features, pricing, integrations, and implementation
Overview
- Contact Center
- Customer Experience Platform
- Omnichannel Engagement
- Workforce Optimization
- AI Automation
- Call Center Software
- Customer Service Platform
- Speech Analytics
What is Genesys Cloud CX
Genesys Cloud CX is a contact center platform designed for mid-market and enterprise organizations who want comprehensive customer engagement and workforce optimization. It provides omnichannel engagement handling voice, chat, email, social, SMS, intelligent routing matching customers to best agents based on skills, AI automation using chatbots and virtual agents to resolve inquiries, workforce optimization forecasting demand and scheduling agents, and analytics providing speech and text analytics insights. People use Genesys Cloud CX because unified platform consolidates channels, AI automation reduces costs, and costs $75-200/user/mo providing enterprise capabilities.
Genesys Cloud CX shines in enterprise customer service managing high volumes, sales teams handling inbound calls, support organizations optimizing agents, and omnichannel businesses unifying engagement. Organizations see results fast, often reducing handle time by 20-30% and improving CSAT by 15-25%.
Ideal Customer Profile
Genesys Cloud CX is recommended for mid-market and enterprise organizations who need comprehensive contact center and customer experience platform.
Company Size:
- Mid-Market
- Enterprise
Key Features
- Omnichannel engagement handling voice, chat, email, social, SMS unified
- Intelligent routing matching customers to best agents based on skills
- AI automation using chatbots and virtual agents to resolve inquiries
- Workforce optimization forecasting demand and scheduling agents
- Speech and text analytics extracting insights from interactions
- CRM integration syncing customer data with Salesforce, Microsoft, ServiceNow
Best Use Case For Genesys Cloud CX
Genesys Cloud CX is a contact center platform designed for enterprise customer engagement and workforce optimization. It provides omnichannel engagement, intelligent routing, AI automation, workforce optimization, speech analytics, and CRM integration. People use Genesys Cloud CX because unified platform consolidates channels and costs $75-200/user/mo.
Genesys Cloud CX shines in enterprise customer service managing volumes, sales teams handling inbound calls, support organizations optimizing agents, and omnichannel businesses unifying engagement. Organizations reduce handle time by 20-30%, improving CSAT by 15-25%.
Pricing
Genesys Cloud CX offers subscription plans starting at $75/month per user for Genesys Cloud CX 1 with core features, scaling to $110/month for CX 2 and $140/month for CX 3 with advanced capabilities. Enterprise pricing available. 30-day free trial available.
Starting Price: $75/month per user Trial: Available, 30 days of trial
Genesys Cloud CX 1
$75 Per User, Per Month
Voice, digital channels, basic routing, agent workspace, analytics, integrations
Genesys Cloud CX 2
$110 Per User, Per Month
All CX 1 features, advanced routing, workforce optimization, quality management, speech analytics
Genesys Cloud CX 3
$140 Per User, Per Month
All CX 2 features, AI chatbots, virtual agents, advanced analytics, API access, dedicated support
Enterprise
Contact Sales Custom Pricing
Custom features, unlimited volume, advanced integrations, SLA guarantee, white-glove service
What are Genesys Cloud CX alternatives?
How simple is Genesys Cloud CX setup?
Complexity: Expert
Genesys Cloud CX's implementation begins with discovery and planning, with full deployment in 2-6 months. For full deployment, expect 2-6 months to assess contact center requirements and workflows, configure omnichannel routing and queues, integrate with CRM and business systems, set up workforce optimization and scheduling, configure AI chatbots and virtual agents, train agents and supervisors on platform, pilot with subset of agents, and roll out organization-wide.
Frequently Asked Questions
How to use Genesys Cloud CX?
Implement platform with channel configuration, set up intelligent routing based on skills, configure workforce optimization forecasting, integrate with CRM systems, deploy AI chatbots for automation, train agents on omnichannel workspace, monitor interactions with analytics, optimize agent scheduling, measure performance with KPIs, refine routing and automation.
How much is Genesys Cloud CX?
Genesys Cloud CX offers plans from $75 to $140/month per user based on features (basic vs workforce optimization, AI chatbots, advanced analytics), with all plans including omnichannel engagement. Enterprise pricing available for custom requirements.
Why choose Genesys Cloud CX?
Reduce handle time by 20-30% with intelligent routing and automation, improve CSAT by 15-25% with optimized experiences, unify voice, chat, email, social at $75-200/user/mo in single platform, automate inquiries with AI chatbots reducing costs, optimize workforce with forecasting and scheduling, analyze 100% of interactions with speech analytics.
How does Genesys Cloud CX work?
Genesys Cloud CX provides contact center platform, enables omnichannel engagement across voice, chat, email, social, uses intelligent routing to match customers to best agents, automates interactions with AI chatbots and virtual agents, optimizes workforce with forecasting and scheduling, analyzes interactions with speech and text analytics, integrates with CRM, then delivers comprehensive customer engagement platform.
Is Genesys Cloud CX free?
Genesys Cloud CX offers a 30-day free trial for qualified prospects but no permanent free tier. Plans start at $75/month per user.
How does Genesys Cloud CX help?
- Reduce handle time by 20-30% with intelligent routing and automation
- Improve CSAT by 15-25% with optimized customer experiences
- Unify voice, chat, email, social at $75-200/user/mo in single platform
- Automate inquiries with AI chatbots reducing operational costs
- Optimize workforce with forecasting and scheduling tools
- Analyze 100% of interactions with speech and text analytics
Links
Visit Website: https://www.genesys.com/genesys-cloud
Pricing Summary
From: $75/month per user Trial: Available, 30 days of trial
Who is Genesys Cloud CX for?
- Mid-Market
- Enterprise
Is Genesys Cloud CX easy to use?
Complexity: Expert
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