Genesys Cloud CX Logo Award Winner Product Badge
Genesys Cloud CX Logo Award Winner Product Badge
Genesys

Genesys Cloud CX

8.4 /10
Category
Genesys Cloud CX
8.4 /10

What is Genesys Cloud CX?

Unify customer experiences across phone, email, chat, text and social channels. Keep agents productive and engaged, no matter where they are. The Genesys Cloud CX™ platform does it all.

Company Details


Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Genesys Cloud CX won the following awards in the Contact Center as a Service - Enterprise category

Filter By

Genesys Cloud CX Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Genesys Cloud CX.

87 Likeliness to Recommend

98 Plan to Renew

75 Satisfaction of Cost Relative to Value


{y}
{name}

Emotional Footprint Overview

+82 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Genesys Cloud CX?

3% Negative
8% Neutral
89% Positive

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Acts with Integrity

Feature Ratings

Average 79

Call Recording

84

Multi Channel Intake Integration

80

Multi Channel Queue Management

80

Knowledge Management

79

Call Scripting and Call Flow Management

79

Skills Based Routing

79

Screen Prompts

77

Contact Center Analytics

77

Workforce Management

76

Vendor Capability Ratings

Average 77

Ease of IT Administration

82

Ease of Implementation

81

Business Value Created

79

Quality of Features

78

Product Strategy and Rate of Improvement

78

Breadth of Features

76

Usability and Intuitiveness

76

Availability and Quality of Training

75

Ease of Customization

75

Vendor Support

73

Ease of Data Integration

73

Genesys Cloud CX Reviews

Christian K.

  • Role: Information Technology
  • Industry: Banking
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted May 2023

Likeliness to Recommend

9 /10

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Enables Productivity

Junaid B.

  • Role: Information Technology
  • Industry: Energy
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted May 2023

Fantastic product!

Likeliness to Recommend

8 /10

What differentiates Genesys Cloud CX from other similar products?

Genesys historical experience working in the field of Customer care and producing Applications to solve problems since years reflects in every step in their products

What is your favorite aspect of this product?

Ease of use and stability of platform

What do you dislike most about this product?

The time they take to introduce New features

What recommendations would you give to someone considering this product?

Good value of money

Pros

  • Respectful
  • Helps Innovate
  • Reliable
  • Enables Productivity

Surajit C.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2023

Best Platform to connect with the team

Likeliness to Recommend

10 /10

What differentiates Genesys Cloud CX from other similar products?

It is available on the web, android, and ios. One of the most important things I like about this product is its customer support. Customer Support and responsiveness are way better than other apps available in the market. It has free trial options also which is good as anyone can try without paying any money. Also, Subscription prices are less than other products available in the market.

What is your favorite aspect of this product?

The best thing I like about this product is it is very user-friendly. Even a beginner can use it. It also gives clear pictures of employee relations and a structured view. For example, who is the manager, delivery manager etc. Creating groups is very easy here. Anyone can create personal or Offical groups.

What do you dislike most about this product?

The Mobile Version of this of Genesys Cloud is not good. It lags very frequently and doesn't show the correct live status of an employee. Also, when connecting through VPN it lags very frequently.

What recommendations would you give to someone considering this product?

I have seen that people are using Genesys Cloud mostly for official communication. If someone is looking for a reliable, easy, smooth way to connect with your teams even through video and audio calls, I would recommend this. The best part is it will give you a clear picture of relationships with team members, like who is your manager and delivery manager.

Pros

  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Enables Productivity

Most Popular Genesys Cloud CX Comparisons