Genesys Cloud CX

JSON twin: https://www.healthaidb.com/software/genesys-cloud-cx.json

Company Name

Product URL

https://www.genesys.com/products/genesys-cloud-cx

Company URL

https://www.genesys.com

Summary

Genesys Cloud CX is an AI-powered experience orchestration platform that unifies customer and employee interactions across multiple channels, enhancing engagement and operational efficiency.

Description

Genesys Cloud CX integrates voice, digital, AI, and journey analytics into a single platform, enabling organizations to deliver personalized experiences at scale. It offers capabilities such as intelligent routing, workforce engagement management, and customer journey management, all designed to improve customer loyalty and employee retention. The platform is trusted by businesses of all sizes in over 100 countries and is recognized as a leader in the contact center as a service (CCaaS) industry. ([genesys.com](https://www.genesys.com/genesys-cloud%20?utm_source=openai))

Api Available

yes

Certifications

FDA 510(k)
CE/MDR
ONC
ISO 27001:2022
ISO 27017:2015
ISO 27018:2019
SOC 2 Type 2
SOC 1 Type 2
HITRUST
FedRAMP Moderate Impact

Company Founding

1990

Company Offices

Compliance

HIPAA
GDPR
SOC 2 Type 2
ISO 27001:2022
ISO 27017:2015
ISO 27018:2019
CSA CAIQ
C5
HITRUST
FedRAMP Moderate Impact

Customers

Xerox
Coca-Cola Bottlers'

Data Residency

US/EU regions

Data Standards

FHIR
HL7 v2
DICOM
SNOMED
ICD-10

Deployment Model

SaaS
on_prem
hybrid

Features

Omnichannel support (voice, email, chat, text, social)
AI-powered bots
Workforce management
Analytics and reporting
Interactive voice response (IVR)
Call routing
Quality management
Speech analytics
Customer journey mapping
Real-time dashboards
Agent desktop
Knowledge management
Campaign management
Outbound dialing
Surveys and feedback
Call recording
Co-browsing
Screen sharing
Mobile app support

Id

SW1392

Integrations

Salesforce
Microsoft Dynamics 365
Zendesk
ServiceNow
Oracle Service Cloud
SAP
Workday
Service Cloud
Amazon Connect
Google Dialogflow
Amazon Lex
Nuance Mix
Genesys AppFoundry
Microsoft Teams
Slack
Google Workspace
Microsoft Office 365
Amazon Web Services (AWS)
Google Cloud Platform (GCP)
Microsoft Azure

Languages Supported

English
Spanish
French
German
Italian
Portuguese
Dutch
Swedish
Norwegian
Danish
Finnish
Russian
Chinese
Japanese
Korean
Arabic
Hindi
Bengali
Punjabi
Gujarati

Last Updated

2025-10-11

License

commercial

Market Segment

enterprise
smb

Optional Modules

Advanced analytics
Predictive routing
Speech-to-text
Text-to-speech
Social media integration
CRM integrations
Email management
SMS management
Video chat
Chatbots

Os Platforms

Web
iOS
Android
Windows
macOS
Linux

Pricing Details

Contact vendor for pricing information.

Pricing Model

subscription

Privacy Features

BAA available
Consent management
Anonymization
Data minimization
Data residency options

Product Code

SW1392

Product Name

Genesys Cloud CX

Ratings

4.4/5 (1,469 reviews) - G2
4.5/5 (67 reviews) - G2
4.5/5 (1,469 reviews) - G2

Regions Available

Related Urls

https://elion.health/products/genesys

Release Year

2013

Security Features

Encryption
RBAC
SSO/SAML
Audit logs
2FA
DLP
Network security
Threat detection and prevention
Physical security
AI security

Specialties

Support Channels

email
phone
chat
ticketing
community
24x7

System Requirements

AWS, Azure, GCP

Target Users

customers
employees
contact center agents
IT administrators

Training Options

documentation
webinars
live_online
onsite
certification

Type

product

User Reviews

Flexibility in Orchestration: We’ve built custom call flows, wrap-up codes, and multilingual auto attendants that adapt seamlessly to our customers’ needs. The system is robust enough to manage six separate utility services while still allowing for personalization.
Real-Time Insights: Supervisors can track live service levels, adherence, and abandon rates in a way that drives immediate action. The ability to standardize reporting across channels has been invaluable.
Customer Satisfaction Integration: Launching CSAT surveys directly within Genesys provided measurable feedback that tied directly to agent performance and process changes.
Continuous Innovation: The platform consistently rolls out new features, keeping us ahead of industry trends without requiring costly add-ons.
It has a very simple interface which includes voicemails, chats, emails and social channels all in one place. Easier to manage calls and have all data. We can conference calls, can do bridge callings, integrate with other applications to make calls to clients. It connects smoothly with CRM tools and other systems. It is very easy to track performance and customer interactions.
It’s very simple to get used to, even for someone who is not very tech savvy. The call quality is good and the overall system is stable. We rarely face any major issues during work. It also helps in tracking performance and managing our Outbound and most importantly Inbound process smoothly. The UI is clean and most features are easy to find.
Genesys Cloud CX has really transformed the way we handle customer interactions. It’s so much easier to manage all channels in one place, and the AI features save a lot of time by automating routine tasks. Our agents feel more supported, and customers get faster, more personalized service. Overall, it’s been a big step forward in both efficiency and customer satisfaction.
Genesys has been so helpful with our different projects specially in Voice Platform that is Cloud Based and can be accessed anytime and anywhere and is a great platform for Business Continuity. It has help our Business achieve its goals and clients are happy with the results.
The best part about genesys is that it gives you a detailed information about everything you do and records everything accurately and the interface is easy to understand and to use. Genesys is a 10/10 product iwould definately recoment every company to use it.
The ability to review a wide range of interactions and agent performance reports has been a major win for our Quality Management teams. Access to interaction recordings and transcripts has significantly enhanced their ability to monitor and evaluate performance. The out-of-the-box dashboards and reporting tools give supervisors and leadership real-time visibility into contact center performance, enabling quicker decision-making.

Version

1.0

Alternatives

See related products

Canonical JSON

{
  "product_name": "Genesys Cloud CX",
  "company_name": "Genesys",
  "product_url": "https://www.genesys.com/products/genesys-cloud-cx",
  "company_url": "https://www.genesys.com",
  "related_urls": [
    "https://elion.health/products/genesys"
  ],
  "product_code": "SW1392",
  "summary": "Genesys Cloud CX is an AI-powered experience orchestration platform that unifies customer and employee interactions across multiple channels, enhancing engagement and operational efficiency.",
  "description": "Genesys Cloud CX integrates voice, digital, AI, and journey analytics into a single platform, enabling organizations to deliver personalized experiences at scale. It offers capabilities such as intelligent routing, workforce engagement management, and customer journey management, all designed to improve customer loyalty and employee retention. The platform is trusted by businesses of all sizes in over 100 countries and is recognized as a leader in the contact center as a service (CCaaS) industry. ([genesys.com](https://www.genesys.com/genesys-cloud%20?utm_source=openai))",
  "categories": [
    "patient Engagement",
    "workforce Management",
    "patient Journey Management",
    "ai Clinical Documentation Integrity",
    "administrative Operations",
    "cloud-based Solutions",
    "software Development",
    "Customer Engagement",
    "Workforce Engagement",
    "Journey Management",
    "Ai And Automation",
    "Cloud Architecture",
    "Open Platform"
  ],
  "market_segment": [
    "enterprise",
    "smb"
  ],
  "target_users": [
    "customers",
    "employees",
    "contact center agents",
    "IT administrators"
  ],
  "specialties": [
    "Customer Experience",
    "Employee Experience",
    "Contact Center Management",
    "Ai-powered Automation",
    "Cloud-based Solutions"
  ],
  "regions_available": [
    "United States",
    "Canada",
    "United Kingdom",
    "Australia",
    "Germany",
    "France",
    "India",
    "Japan",
    "Brazil",
    "South Africa",
    "Mexico",
    "Italy",
    "Spain",
    "Netherlands",
    "Sweden",
    "Norway",
    "Denmark",
    "Finland",
    "Belgium",
    "Switzerland"
  ],
  "languages_supported": [
    "English",
    "Spanish",
    "French",
    "German",
    "Italian",
    "Portuguese",
    "Dutch",
    "Swedish",
    "Norwegian",
    "Danish",
    "Finnish",
    "Russian",
    "Chinese",
    "Japanese",
    "Korean",
    "Arabic",
    "Hindi",
    "Bengali",
    "Punjabi",
    "Gujarati"
  ],
  "pricing_model": "subscription",
  "pricing_details": "Contact vendor for pricing information.",
  "license": "commercial",
  "company_offices": [
    "United States",
    "Canada",
    "United Kingdom",
    "Australia",
    "Germany",
    "France",
    "India",
    "Japan",
    "Brazil",
    "South Africa",
    "Mexico",
    "Italy",
    "Spain",
    "Netherlands",
    "Sweden",
    "Norway",
    "Denmark",
    "Finland",
    "Belgium",
    "Switzerland"
  ],
  "company_founding": "1990",
  "deployment_model": [
    "SaaS",
    "on_prem",
    "hybrid"
  ],
  "os_platforms": [
    "Web",
    "iOS",
    "Android",
    "Windows",
    "macOS",
    "Linux"
  ],
  "features": [
    "Omnichannel support (voice, email, chat, text, social)",
    "AI-powered bots",
    "Workforce management",
    "Analytics and reporting",
    "Interactive voice response (IVR)",
    "Call routing",
    "Quality management",
    "Speech analytics",
    "Customer journey mapping",
    "Real-time dashboards",
    "Agent desktop",
    "Knowledge management",
    "Campaign management",
    "Outbound dialing",
    "Surveys and feedback",
    "Call recording",
    "Co-browsing",
    "Screen sharing",
    "Mobile app support"
  ],
  "optional_modules": [
    "Advanced analytics",
    "Predictive routing",
    "Speech-to-text",
    "Text-to-speech",
    "Social media integration",
    "CRM integrations",
    "Email management",
    "SMS management",
    "Video chat",
    "Chatbots"
  ],
  "integrations": [
    "Salesforce",
    "Microsoft Dynamics 365",
    "Zendesk",
    "ServiceNow",
    "Oracle Service Cloud",
    "SAP",
    "Workday",
    "Service Cloud",
    "Amazon Connect",
    "Google Dialogflow",
    "Amazon Lex",
    "Nuance Mix",
    "Genesys AppFoundry",
    "Microsoft Teams",
    "Slack",
    "Google Workspace",
    "Microsoft Office 365",
    "Amazon Web Services (AWS)",
    "Google Cloud Platform (GCP)",
    "Microsoft Azure"
  ],
  "data_standards": [
    "FHIR",
    "HL7 v2",
    "DICOM",
    "SNOMED",
    "ICD-10"
  ],
  "api_available": "yes",
  "system_requirements": "AWS, Azure, GCP",
  "compliance": [
    "HIPAA",
    "GDPR",
    "SOC 2 Type 2",
    "ISO 27001:2022",
    "ISO 27017:2015",
    "ISO 27018:2019",
    "CSA CAIQ",
    "C5",
    "HITRUST",
    "FedRAMP Moderate Impact"
  ],
  "certifications": [
    "FDA 510(k)",
    "CE/MDR",
    "ONC",
    "ISO 27001:2022",
    "ISO 27017:2015",
    "ISO 27018:2019",
    "SOC 2 Type 2",
    "SOC 1 Type 2",
    "HITRUST",
    "FedRAMP Moderate Impact"
  ],
  "security_features": [
    "Encryption",
    "RBAC",
    "SSO/SAML",
    "Audit logs",
    "2FA",
    "DLP",
    "Network security",
    "Threat detection and prevention",
    "Physical security",
    "AI security"
  ],
  "privacy_features": [
    "BAA available",
    "Consent management",
    "Anonymization",
    "Data minimization",
    "Data residency options"
  ],
  "data_residency": "US/EU regions",
  "customers": [
    "Xerox",
    "Coca-Cola Bottlers'"
  ],
  "user_reviews": [
    "Flexibility in Orchestration: We’ve built custom call flows, wrap-up codes, and multilingual auto attendants that adapt seamlessly to our customers’ needs. The system is robust enough to manage six separate utility services while still allowing for personalization.",
    "Real-Time Insights: Supervisors can track live service levels, adherence, and abandon rates in a way that drives immediate action. The ability to standardize reporting across channels has been invaluable.",
    "Customer Satisfaction Integration: Launching CSAT surveys directly within Genesys provided measurable feedback that tied directly to agent performance and process changes.",
    "Continuous Innovation: The platform consistently rolls out new features, keeping us ahead of industry trends without requiring costly add-ons.",
    "It has a very simple interface which includes voicemails, chats, emails and social channels all in one place. Easier to manage calls and have all data. We can conference calls, can do bridge callings, integrate with other applications to make calls to clients. It connects smoothly with CRM tools and other systems. It is very easy to track performance and customer interactions.",
    "It’s very simple to get used to, even for someone who is not very tech savvy. The call quality is good and the overall system is stable. We rarely face any major issues during work. It also helps in tracking performance and managing our Outbound and most importantly Inbound process smoothly. The UI is clean and most features are easy to find.",
    "Genesys Cloud CX has really transformed the way we handle customer interactions. It’s so much easier to manage all channels in one place, and the AI features save a lot of time by automating routine tasks. Our agents feel more supported, and customers get faster, more personalized service. Overall, it’s been a big step forward in both efficiency and customer satisfaction.",
    "Genesys has been so helpful with our different projects specially in Voice Platform that is Cloud Based and can be accessed anytime and anywhere and is a great platform for Business Continuity. It has help our Business achieve its goals and clients are happy with the results.",
    "The best part about genesys is that it gives you a detailed information about everything you do and records everything accurately and the interface is easy to understand and to use. Genesys is a 10/10 product iwould definately recoment every company to use it.",
    "The ability to review a wide range of interactions and agent performance reports has been a major win for our Quality Management teams. Access to interaction recordings and transcripts has significantly enhanced their ability to monitor and evaluate performance. The out-of-the-box dashboards and reporting tools give supervisors and leadership real-time visibility into contact center performance, enabling quicker decision-making."
  ],
  "ratings": [
    "4.4/5 (1,469 reviews) - G2",
    "4.5/5 (67 reviews) - G2",
    "4.5/5 (1,469 reviews) - G2"
  ],
  "support_channels": [
    "email",
    "phone",
    "chat",
    "ticketing",
    "community",
    "24x7"
  ],
  "training_options": [
    "documentation",
    "webinars",
    "live_online",
    "onsite",
    "certification"
  ],
  "release_year": "2013",
  "integration_partners": [
    "Salesforce",
    "Microsoft Dynamics",
    "Zendesk",
    "ServiceNow",
    "Oracle Service Cloud",
    "SAP",
    "Twilio",
    "Amazon Connect",
    "Google Cloud",
    "Microsoft Azure",
    "Amazon Web Services",
    "Cisco",
    "Avaya",
    "Genesys Engage",
    "NICE inContact",
    "Five9",
    "Talkdesk",
    "RingCentral",
    "8x8",
    "Twilio Flex"
  ],
  "id": "SW1392",
  "slug": "genesys-cloud-cx",
  "type": "product",
  "version": "1.0",
  "last_updated": "2025-10-11",
  "links_json": {
    "self": "https://www.healthaidb.com/software/genesys-cloud-cx.json"
  }
}

Genesys Cloud CX

Company Name

Product URL

Company URL

Categories

Summary

Description

Api Available

Certifications

Company Founding

Company Offices

Compliance

Customers

Data Residency

Data Standards

Deployment Model

Features

Id

Integration Partners

Integrations

Languages Supported

Last Updated

License

Market Segment

Optional Modules

Os Platforms

Pricing Details

Pricing Model

Privacy Features

Product Code

Product Name

Ratings

Regions Available

Related Urls

Release Year

Security Features

Specialties

Support Channels

System Requirements

Target Users

Training Options

Type

User Reviews

Version

Alternatives

Canonical JSON