--- description: ¿Qué piensan los usuarios de Genesys Cloud CX? Lee las reseñas y opiniones verificadas, descubre sus características y el nivel de usabilidad, consulta los precios y conoce las ventajas y desventajas de Genesys Cloud CX gracias a Capterra Costa Rica. 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 Costa Rica 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.co.cr/software/21409/genesys-cloud Página: 1 de 12\ Siguiente: [Página siguiente](https://www.capterra.co.cr/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. > > Veredicto: 268 usuarios lo han valorado con **4.3/5**. De los mejores valorados en **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. ## Estadísticas y valoraciones rápidas | Métrica | Calificación | Detalles | | **En general** | **4.3/5** | 268 Opiniones | | Facilidad de uso | 4.4/5 | Basado en las opiniones generales | | Asistencia al cliente | 4.0/5 | Basado en las opiniones generales | | Relación calidad-precio | 4.1/5 | Basado en las opiniones generales | | Funciones | 4.2/5 | Basado en las opiniones generales | | Porcentaje de recomendaciones | 80% | (8/10 Probabilidad de recomendación) | ## Sobre el proveedor - **Empresa**: Genesys - **Ubicación**: Daly City, EE. UU. - **Constitución**: 1990 ## Contexto comercial - **Precio inicial**: USD 75,00 - **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) - **Público objetivo**: 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001-5 000, 5 001-10 000, 10 000+ - **Despliegue y plataformas**: 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 - **Países disponibles**: 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 y 36 más ## Funciones - @menciones - Acceso móvil - Análisis de productividad - Análisis visual - Búsqueda de texto completo - Chat en tiempo real dirigido a consumidores - Chat en vivo - Chat y mensajería - Chatbot - Comentarios/notas - Comunicación multicanal - Employee Coaching Tools - Encuestas y comentarios - Enrutamiento automatizado - Enrutamiento de llamadas - Estructura de encuesta NPS - Formularios personalizables - Gestión de bandeja de entrada - Gestión de campañas - Gestión de comentarios - Gestión de contenidos - Gestión de encuestas y 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 - IVR - Interfaz de agentes - Marcador automático - Marcador predictivo - Mensaje de voz - Mensajería SMS - Para centros de atención telefónica - Planificación de personal - Previsión de trabajo - Reconocimiento de voz - Recopilación de datos multicanal - Registro de llamadas - Seguimiento de llamadas - Supervisión de llamadas - Supervisión de quejas - Task Automation - Transcripción de llamadas - Varios idiomas - Workflow Automation … y 80 características más ## Integraciones (en total: 18) - 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 … y 3 integraciones más ## 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.co.cr/directory/30007/call-center/software) ## Categorías relacionadas - [Software para call center](https://www.capterra.co.cr/directory/30007/call-center/software) - [Sistemas IVR](https://www.capterra.co.cr/directory/30231/ivr/software) - [Herramientas para medir la satisfacción del cliente](https://www.capterra.co.cr/directory/30541/customer-satisfaction/software) - [Software de gestión de experiencia del cliente](https://www.capterra.co.cr/directory/30671/customer-experience/software) - [Software de compromiso del cliente](https://www.capterra.co.cr/directory/30906/customer-engagement/software) ## Alternativas 1. 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[Zendesk Suite](https://www.capterra.co.cr/software/164283/zendesk) — 4.4/5 (4090 reviews) ## Opiniones ### "Good software for a call center in collection recovering service for automotive" — 4.0/5 > **Marc** | *14 de julio de 2026* | Automoción | Valoración de la recomendación: 7.0/10 > > **Puntos a favor**: 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 > > **Puntos en contra**: 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 de agosto de 2026* | Hospital y atención sanitaria | Valoración de la recomendación: 10.0/10 > > **Puntos a favor**: 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. > > **Puntos en contra**: 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 de mayo de 2026* | Software informático | Valoración de la recomendación: 3.0/10 > > **Puntos a favor**: 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. > > **Puntos en contra**: 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 de marzo de 2026* | Ocio, viajes y turismo | Valoración de la recomendación: 7.0/10 > > **Puntos a favor**: 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\! > > **Puntos en contra**: 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 de junio de 2025* | Organización de eventos | Valoración de la recomendación: 10.0/10 > > **Puntos a favor**: 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. > > **Puntos en contra**: 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. ----- Página: 1 de 12\ Siguiente: [Página siguiente](https://www.capterra.co.cr/software/21409/genesys-cloud?page=2) ## Enlaces - [Ver en Capterra](https://www.capterra.co.cr/software/21409/genesys-cloud) ## Esta página se encuentra disponible en los siguientes idiomas | Local | 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 | | ----- ## Datos estructurados