--- description: ¿Qué piensan los usuarios de Genesys Cloud CX? Lee las opiniones y opiniones verificadas, descubre sus características y el nivel de usabilidad, consulta los precios y conoce las ventajas y desventajas de Genesys Cloud CX. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Genesys Cloud CX - Opiniones, precios y características - Capterra España 2026 --- Breadcrumb: [Inicio](/) > [Software para call center](/directory/30007/call-center/software) > [Genesys Cloud CX](/software/21409/genesys-cloud) # Genesys Cloud CX Canonical: https://www.capterra.es/software/21409/genesys-cloud Page: 1 / 12\ Siguiente: [Next page](https://www.capterra.es/software/21409/genesys-cloud?page=2) > PureCloud hace que la relación con los clientes sea simple. Conecta el teléfono, el correo electrónico y el chat a través de una herramienta para mejorar la participación del cliente. > > Verdict: Rated **4.3/5** by 261 users. Top-rated for **Probabilidad de recomendación**. ----- ## Vista rápida ### ¿Quién usa Genesys Cloud CX? ¡PureCloud es para todos\! Centros de TI progresivos y centros de contacto que deseen una solución de centro de contacto en la nube integral y rápida. ## Quick Stats & Ratings | Metric | Valoración | Detail | | **En general** | **4.3/5** | 261 Opiniones | | Facilidad de uso | 4.4/5 | Based on overall reviews | | Asistencia al cliente | 4.0/5 | Based on overall reviews | | Relación calidad-precio | 4.1/5 | Based on overall reviews | | Funcionalidades | 4.2/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Probabilidad de recomendación) | ## Sobre el proveedor - **Empresa**: Genesys - **Ubicación**: Daly City, EE. UU. - **Founded**: 1990 ## Commercial Context - **Precio inicial**: 75,00 US$ - **Detalles de precios**: PureCloud 1: 60 € por usuario, por mes (cuota mensual o anual) PureCloud 1: 88€ por usuario, por mes (cuota mensual o anual) PureCloud 1: 112 € por usuario, por mes (cuota mensual o anual) - **Target Audience**: 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001-5.000 - **Deployment & Platforms**: Cloud, SaaS, Web, Mac (desktop), Windows (desktop), Windows (local), Linux (local), Android (móvil), iPhone (móvil), iPad (móvil) - **Idiomas admitidos**: alemán, chino, chino tradicional, coreano, español, francés, inglés, italiano, japonés, neerlandés, noruego, polaco, portugués, sueco, tailandés, turco - **Available Countries**: Alemania, Argentina, Australia, Bolivia, Brasil, Bélgica, Camboya, Canadá, Chequia, Chile, Colombia, Corea del Sur, Costa Rica, Cuba, Dinamarca, Ecuador, El Salvador, Emiratos Árabes Unidos, España, Estados Unidos and 36 more ## Funcionalidades - @menciones - Acceso móvil - Análisis de productividad - Análisis visual - Automatización proceso/flujo de trabajo - Búsqueda de texto completo - Chat en tiempo real dirigido a consumidores - Chat en vivo - Chat y mensajería - Chatbot - Comentarios/notas - Comunicación multicanal - Creación de informes de llamadas - Employee Coaching Tools - Encuestas y comentarios - Enrutamiento automatizado - Estructura de encuesta CSAT - Estructura de encuesta NPS - Formularios personalizables - Gestión de bandeja de entrada - Gestión de campañas - Gestión de comentarios - Gestión de contenidos - Gestión de encuestas/sondeos - Gestión de la base de conocimiento - Gestión de la calidad - Gestión de la comunicación - Gestión de la experiencia del cliente - Gestión de listas - Grabación - Grabación de llamadas - Historial de cliente - Historial de transcripciones/chat - Interfaz de agentes - Intraday Management - Marcación automática - Marcador automático - Marcador predictivo - Mensaje de voz - Mensajería SMS - Modelos de puntuación múltiple - Para centros de atención telefónica - Planificación de personal - Previsión de trabajo - Reconocimiento de voz - Recopilación de datos multicanal - Registro de llamadas - Supervisión KPI - Supervisión de llamadas - VoIP ... 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 ## Opciones de asistencia - E-mail/Help Desk - Preguntas frecuentes/foro - Base de conocimientos - Asistencia telefónica - Asistencia 24/7 - Chat ## Categoría - [Software para call center](https://www.capterra.es/directory/30007/call-center/software) ## Categorías relacionadas - [Software para call center](https://www.capterra.es/directory/30007/call-center/software) - [Sistemas IVR](https://www.capterra.es/directory/30231/ivr/software) - [Herramientas para medir la satisfacción del cliente](https://www.capterra.es/directory/30541/customer-satisfaction/software) - [Software de gestión de experiencia del cliente](https://www.capterra.es/directory/30671/customer-experience/software) - [Software de compromiso del cliente](https://www.capterra.es/directory/30906/customer-engagement/software) ## Alternativas 1. [Ringover](https://www.capterra.es/software/169627/ringover) — 4.7/5 (836 reviews) 2. [LiveAgent](https://www.capterra.es/software/102188/liveagent) — 4.7/5 (1748 reviews) 3. [Zendesk Suite](https://www.capterra.es/software/164283/zendesk) — 4.4/5 (4066 reviews) 4. [Convoso](https://www.capterra.es/software/76768/cloud-predictive-dialer) — 4.5/5 (385 reviews) 5. [DialedIn CCaaS](https://www.capterra.es/software/29589/callcenternow) — 4.8/5 (298 reviews) ## Opiniones ### "Genesys Cloud provides agility and continuously improves." — 5.0/5 > **Glen** | *6 de agosto de 2024* | Productos lácteos | Recommendation rating: 10.0/10 > > **Puntos a favor**: 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. > > **Desventajas**: 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 de enero de 2025* | Seguridad informática y de redes | Recommendation rating: 9.0/10 > > **Puntos a favor**: Fast and easy to implement. Lots of functionality and great APIs to integrate with almost anything. > > **Desventajas**: 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. ----- ### "Effective, Clear, Useful, just a bit annoying." — 3.0/5 > **Jordan** | *19 de agosto de 2025* | Bienes de consumo | Recommendation rating: 6.0/10 > > **Puntos a favor**: Simple to use deskless calling service with the ability to forward calls and review voicemails. I enjoy that I can easily forward messages to direct members of our team for feedback as well as leave them notes. The caller ID, volume options, and interface is well done. Automatically connects to my device profile with my custom controls and settings which is a nice feature. Directory works really well and I could easily contact someone within the company if I had to. > > **Desventajas**: The ringer options and customization for sounds is very minimal. I found them all to be pretty pitchy and difficult to stomach on a regular basis. There is also no way to mute or ignore a call for our team phone line. I end up just muting the entire site which is not helpful. If this was adjusted or changed, I would consider this product top-tier. > > Only service I have regularly used for engaging with external vendors and customers as an HR Rep. Works well, just need some quality of life changes. ----- ### "Genesys Cloud make a posiyive difference in customer interactions" — 4.0/5 > **Moe** | *24 de abril de 2025* | Telecomunicaciones | Recommendation rating: 8.0/10 > > **Puntos a favor**: What I like the most about Genesys cloud is that it provides insights and analytics for customer's interaction on the dashboard. > > **Desventajas**: Being a cloud-native platform, internet connectivity issues occur occasionally causing downtime on chanels. > > Using Genesys Cloud was a nice experience, it is flexible and the real time analytics capability makes it even more enjoyable ----- ### "Great Product, Highly Recommended" — 5.0/5 > **Kris** | *20 de agosto de 2024* | Tecnología y servicios de la información | Recommendation rating: 8.0/10 > > **Puntos a favor**: The alignment of multiple communication channels makes managing our call center staff and monitoring customer interactions easily manageable in real time. > > **Desventajas**: The chat product is very rigid and not easily adapted to different business needs. > > We have had great success moving several departments to the product. Our customers have benefited from modern, streamlined communication channels. ----- Page: 1 / 12\ Siguiente: [Next page](https://www.capterra.es/software/21409/genesys-cloud?page=2) ## Links - [View on Capterra](https://www.capterra.es/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