--- description: Tudo sobre Genesys Cloud CX: preço, alternativas, vantagens e desvantagens, funcionalidades e avaliações de outros usuários graças à Capterra Portugal. Saiba mais! image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Genesys Cloud CX - Preço, avaliações e classificação - Capterra Portugal 2026 --- Breadcrumb: [Home](/) > [Sistemas de Call Center](/directory/30007/call-center/software) > [Genesys Cloud CX](/software/21409/genesys-cloud) # Genesys Cloud CX Canonical: https://www.capterra.pt/software/21409/genesys-cloud Page: 1 / 12\ Seguinte: [Next page](https://www.capterra.pt/software/21409/genesys-cloud?page=2) > O PureCloud simplifica as relações com os clientes. O PureCloud conecta telefone, e-mail e bate-papo em uma única ferramenta para melhorar o relacionamento com o cliente. > > Verdict: Rated **4.3/5** by 264 users. Top-rated for **Probabilidade de recomendação**. ----- ## Resumo ### Quem usa Genesys Cloud CX? O PureCloud é para todos\! Operações progressivas de TI e central de contato que preferem uma solução de central de contato na nuvem, rápida e completa. ## Quick Stats & Ratings | Metric | Classificação | Detail | | **Geral** | **4.3/5** | 264 Avaliações | | Praticidade | 4.4/5 | Based on overall reviews | | Suporte ao cliente | 4.0/5 | Based on overall reviews | | Relação qualidade/preço | 4.1/5 | Based on overall reviews | | Recursos | 4.2/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Probabilidade de recomendação) | ## Sobre o fornecedor - **Empresa**: Genesys - **Location**: Daly City, EUA - **Founded**: 1990 ## Commercial Context - **Preço inicial**: 75,00 US$ - **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**: Nuvem, SaaS, baseado na web, Mac (desktop), Windows (desktop), Windows (local), Linux (local), Android (celular), iPhone (celular), iPad (tablet) - **Idiomas**: alemão, chinês, chinês tradicional, coreano, espanhol, francês, inglês, italiano, japonês, neerlandês, norueguês, polaco, português, sueco, tailandês, turco - **Available Countries**: Alemanha, Argentina, Austrália, Bolívia, Brasil, Bélgica, Camboja, Canadá, Chile, Chéquia, Colômbia, Coreia do Sul, Costa Rica, Cuba, Dinamarca, Emirados Árabes Unidos, Equador, Espanha, Estados Unidos, Filipinas and 36 more ## Recursos - @menções - Acesso para Celular - Análise da produtividade - Análise de dados visual - Bate-papo ao vivo - Bate-papo com o consumidor em tempo real - Bate-papo/Mensagens instantâneas - Chatbot - Coleta de dados de multicanal - Comentários/notas - Comunicação multicanal - Conversação inteligente - Discador automático - Discador preditivo - Employee Coaching Tools - Estrutura de pesquisas CES - Estrutura de pesquisas CSAT - Estrutura de pesquisas NPS - Formulários personalizáveis - Gerenciamento de comentários - Gerenciamento de listas - Gestão da base de conhecimento - Gestão da comunicação - Gestão de caixa de entrada - Gestão de campanhas - Gestão de conteúdo - Gestão de experiência do cliente - Gestão de pesquisas/enquetes - Gravação - Gravação de chamadas - Histórico de transcrições/chat - Histórico do cliente - Interface do agente - Mensagens de SMS - Mensagens por voz - Monitoração de chamadas - Para call centers - Pesquisa de texto completo - Planejamento de pessoal - Previsão de trabalho - Questionários e feedback - Reconhecimento de voz - Registro de chamadas - Relatório de chamadas - Roteamento automático - Roteamento de chamadas - Task Automation - Transcrição de chamadas - Vários idiomas - Workflow Automation ... 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 ## Opções de suporte - Email/Help Desk - FAQs/Fórum - Base de conhecimento - Suporte por telefone - Assistência 24/7 - Bate-papo ## Category - [Sistemas de Call Center](https://www.capterra.pt/directory/30007/call-center/software) ## Categorias relacionadas - [Sistemas de Call Center](https://www.capterra.pt/directory/30007/call-center/software) - [Software IVR (​Interactive Voice Response)](https://www.capterra.pt/directory/30231/ivr/software) - [Software de Satisfação do Cliente](https://www.capterra.pt/directory/30541/customer-satisfaction/software) - [Software de Experiência do Cliente](https://www.capterra.pt/directory/30671/customer-experience/software) - [Ferramentas de Engajamento com Cliente](https://www.capterra.pt/directory/30906/customer-engagement/software) ## Alternativas 1. [Convoso](https://www.capterra.pt/software/76768/cloud-predictive-dialer) — 4.5/5 (395 reviews) 2. [DialedIn CCaaS](https://www.capterra.pt/software/29589/callcenternow) — 4.8/5 (325 reviews) 3. [LiveAgent](https://www.capterra.pt/software/102188/liveagent) — 4.7/5 (1786 reviews) 4. [Zendesk Suite](https://www.capterra.pt/software/164283/zendesk) — 4.4/5 (4083 reviews) 5. [Nextiva](https://www.capterra.pt/software/175788/nextiva) — 4.6/5 (919 reviews) ## Avaliações ### "Genesys Cloud provides agility and continuously improves." — 5.0/5 > **Glen** | *6 de agosto de 2024* | Lácteos | Recommendation rating: 10.0/10 > > **Vantagens**: 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. > > **Desvantagens**: 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 Cloud make a posiyive difference in customer interactions" — 4.0/5 > **Moe** | *24 de abril de 2025* | Telecomunicações | Recommendation rating: 8.0/10 > > **Vantagens**: What I like the most about Genesys cloud is that it provides insights and analytics for customer's interaction on the dashboard. > > **Desvantagens**: 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 ----- ### "Powerful but dated, great engine under a clunky bonnet" — 3.0/5 > **ciara** | *22 de maio de 2026* | Software | Recommendation rating: 3.0/10 > > **Vantagens**: 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. > > **Desvantagens**: 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 março de 2026* | Ócio, viagens e turismo | Recommendation rating: 7.0/10 > > **Vantagens**: 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\! > > **Desvantagens**: 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. ----- ### "Genesys CRM CX Makes the difference" — 5.0/5 > **Alejandra** | *21 de janeiro de 2025* | Segurança de rede e informática | Recommendation rating: 9.0/10 > > **Vantagens**: Fast and easy to implement. Lots of functionality and great APIs to integrate with almost anything. > > **Desvantagens**: 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. ----- Page: 1 / 12\ Seguinte: [Next page](https://www.capterra.pt/software/21409/genesys-cloud?page=2) ## Links - [View on Capterra](https://www.capterra.pt/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