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
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Real user data aggregated to summarize the product performance and customer experience.
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87 Likeliness to Recommend
98 Plan to Renew
75 Satisfaction of Cost Relative to Value
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?
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Acts with Integrity
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Call Recording
Multi Channel Intake Integration
Multi Channel Queue Management
Knowledge Management
Call Scripting and Call Flow Management
Skills Based Routing
Screen Prompts
Contact Center Analytics
Workforce Management
Vendor Capability Ratings
Ease of IT Administration
Ease of Implementation
Business Value Created
Quality of Features
Product Strategy and Rate of Improvement
Breadth of Features
Usability and Intuitiveness
Availability and Quality of Training
Ease of Customization
Vendor Support
Ease of Data Integration
Genesys Cloud CX Reviews
Christian K.
- Role: Information Technology
- Industry: Banking
- Involvement: IT Development, Integration, and Administration
Submitted May 2023
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
Please tell us why you think this review should be flagged.
Junaid B.
- Role: Information Technology
- Industry: Energy
- Involvement: IT Development, Integration, and Administration
Submitted May 2023
Fantastic product!
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Surajit C.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Apr 2023
Best Platform to connect with the team
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
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