--- description: Get detailed information about Genesys Cloud CX usability, features, price, benefits and disadvantages from verified user experiences. Read reviews and discover similar tools on Capterra United Arab Emirates. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Genesys Cloud CX Price, Reviews & Ratings - Capterra United Arab Emirates 2026 --- Breadcrumb: [Home](/) > [Call Center Software](/directory/30007/call-center/software) > [Genesys Cloud CX](/software/21409/genesys-cloud) # Genesys Cloud CX Canonical: https://www.capterra.ae/software/21409/genesys-cloud Page: 1 / 12\ Next: [Next page](https://www.capterra.ae/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 268 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** | 268 Reviews | | Ease of Use | 4.4/5 | Based on overall reviews | | Customer Support Software | 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**: $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 - Call Logging - Call Monitoring Software - Call Recording Software - Call Routing - Call Tracking Software - Call Transcription - Campaign Management Software - Chat/Messaging - Chatbot Software - Commenting/Notes - Communication Management - Complaint Monitoring - Content Management System (CMS) Software - Customer Experience Management - Customer History - Customizable Forms - Employee Coaching Tools - Employee Scheduling Software - Feedback Management - For Call Centers - Full Text Search - IVR - Inbox Management - Knowledge Base Management - Labor Forecasting - List Management - Live Chat Software - Mobile Access - Multi-Channel Communication - Multi-Channel Data Collection - Multi-Language - NPS Survey Structure - Predictive Dialer Software - Productivity Analysis - Quality Management Software - Real-time Consumer-facing Chat - Recording - SMS Messaging - Speech Recognition Software - Survey/Poll Management - Surveys & Feedback - Task Automation - Transcripts/Chat History - Visual Analytics - Voice Mail - Workflow Automation ... and 80 more features ## Integrations (18 total) - Brightmetrics CCaaS Analytics - Epic - Google Workspace - Jenkins - Latitude by Genesys - Microsoft Azure - Microsoft Entra ID - OneLogin - Oracle Service - Ping Identity - Pivotal Tracker - Salesforce Sales Cloud - Salesforce Service Cloud - ServiceNow - UserVoice ... and 3 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base Software - Phone Support - 24/7 (Live rep) - Chat ## Category - [Call Center Software](https://www.capterra.ae/directory/30007/call-center/software) ## Related Categories - [Call Center Software](https://www.capterra.ae/directory/30007/call-center/software) - [IVR Software](https://www.capterra.ae/directory/30231/ivr/software) - [Customer Satisfaction Software](https://www.capterra.ae/directory/30541/customer-satisfaction/software) - [Customer Experience Software](https://www.capterra.ae/directory/30671/customer-experience/software) - [Customer Engagement Software](https://www.capterra.ae/directory/30906/customer-engagement/software) ## Alternatives 1. [LiveAgent](https://www.capterra.ae/software/102188/liveagent) — 4.7/5 (1787 reviews) 2. [Ringover](https://www.capterra.ae/software/169627/ringover) — 4.7/5 (884 reviews) 3. [Convoso](https://www.capterra.ae/software/76768/cloud-predictive-dialer) — 4.5/5 (395 reviews) 4. [DialedIn CCaaS](https://www.capterra.ae/software/29589/callcenternow) — 4.8/5 (330 reviews) 5. [Zendesk Suite](https://www.capterra.ae/software/164283/zendesk) — 4.4/5 (4090 reviews) ## Reviews ### "Good software for a call center in collection recovering service for automotive" — 4.0/5 > **Marc** | *14 July 2026* | Automotive | Recommendation rating: 7.0/10 > > **Pros**: Able to have multiple phone tasks at the same time able to to record the call when needed addons option integration in a third software (Salesforces, PEGA...) and Web app platform solution Dashboard with mutlple data in live Campaign calling with specific lists integration of whatsapp chat for specifi campaign > > **Cons**: Some call bugs could happen Missing some features like: post call note during the call The Bluetooth headset connection is not reliable > > I used Genesys for a collection debt recovering service in automotive industry This software is a great compromise foa call center and value of money. The admin profil profile offer a wide range of addons and option, and the user profile can be personalised. lot of main data that can track, changing phone numbers for calling or sending message. ----- ### "Powerful Cloud Contact Center with Great Features" — 4.0/5 > **Piyusha** | *4 August 2026* | Hospital & Health Care | Recommendation rating: 10.0/10 > > **Pros**: Genesys Cloud CX offers a comprehensive set of contact center features in one platform. The call management, live chat, email, and omnichannel capabilities work well together, making it easier to manage customer interactions. The interface is intuitive, security features are strong, and the reporting and analytics provide valuable insights for improving customer service. > > **Cons**: The platform has a learning curve because of its wide range of features. Some advanced configuration options can be complex, and occasional system updates or minor bugs may require troubleshooting. Pricing may also be higher than some alternatives for smaller businesses. > > Overall, my experience with Genesys Cloud CX has been positive. It provides reliable call handling, chat, and email management in a single cloud-based platform. The system is stable, secure, and scalable, making it suitable for customer service teams of different sizes. While it takes some time to learn all of its advanced features, the functionality, reliability, and reporting capabilities make it a valuable solution for managing customer interactions. ----- ### "Powerful but dated, great engine under a clunky bonnet" — 3.0/5 > **ciara** | *22 May 2026* | Computer Software | Recommendation rating: 3.0/10 > > **Pros**: What I have always appreciated is the depth of features and how well it supports a structured sales and support environment at scale. Running a team of SDRs, the routing, reporting, and visibility are genuinely strong and give me what I need to manage performance properly. It does a good job of syncing across devices which suits how I work between desktop and mobile throughout the day. From a value for money perspective, you can justify the cost if you are actually using the full capability of the platform. Customer support has been reliable over the years, especially when dealing with more complex issues that need proper attention. Once you get past the initial setup, it becomes part of your daily workflow and does its job consistently. It is not trying to be everything, so things like image editing or video editing are not relevant here, but for what it is built to do, it delivers. > > **Cons**: If I am being honest, it feels quite clunky and not particularly modern in terms of its out of the box experience. The UI could do with a proper refresh because some areas feel dated and harder to navigate than they should be. Ease of use is not its strongest point, especially for new starters who need time and support to get up to speed. There is also a heavy reliance on internet access, and the lack of meaningful offline capability can be frustrating when you are on the go. For a platform at this price point, I would expect more intuitive setup and less dependency on workarounds or additional configuration. While support is good when you reach them, self serve resources are not always the easiest to navigate quickly. It works, but it does not always feel efficient. > > I have been using it for about six years now, so this is coming from long term, day to day experience rather than a short trial. It is a solid platform that has supported my career well, particularly in leadership where visibility and control matter. That said, it has not evolved as quickly as I would have liked, and you do start to notice the gaps when you compare it to more modern tools. It requires a bit of patience and a willingness to work around some of its limitations, which may not suit everyone. From a commercial lens, it delivers value if you lean into its strengths and have the right setup behind it. It is dependable, but not particularly exciting to use, and that probably sums it up best. If you want something robust and proven, it is a safe choice, but if ease and modern UX are priorities, there are areas that could definitely be improved. ----- ### "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. ----- ### "The best contact center I have worked with. Great for scaling up sales." — 5.0/5 > **Oliver** | *8 June 2025* | Events Services | Recommendation rating: 10.0/10 > > **Pros**: Simple to use and offers first-class connectivity. Makes calling so much quick by integrating it with other platforms. Absolutely friendly customer support making the quality much better. Moreover, all the features can be managed by admin dashboard giving full control. > > **Cons**: Now I do not have problems with this tool. However, during purchasing and launching, I needed assistance from their team just to be sure that I was doing the right thing. > > Best software for managing communication. I am happy with it and sticking with it. It provides all the support and services we needed. ----- Page: 1 / 12\ Next: [Next page](https://www.capterra.ae/software/21409/genesys-cloud?page=2) ## Links - [View on Capterra](https://www.capterra.ae/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