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
1
Since last award
98 Plan to Renew
75 Satisfaction of Cost Relative to Value
1
Since last award
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
Emotional Footprint
How to Read
Positive
Neutral
Negative
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
Feature Ratings
Call Recording
Multi Channel Intake Integration
Call Scripting and Call Flow Management
Multi Channel Queue Management
Knowledge Management
Skills Based Routing
Screen Prompts
Contact Center Analytics
Workforce Management
Vendor Capability Ratings
Ease of IT Administration
Ease of Implementation
Business Value Created
Product Strategy and Rate of Improvement
Quality of Features
Usability and Intuitiveness
Breadth of Features
Availability and Quality of Training
Ease of Customization
Ease of Data Integration
Vendor Support
Genesys Cloud CX Reviews
PRASOON P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2023
Easy to use, Best product for contact centre
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Genesys Cloud cx Provide stability, robustness, and its easy to manage, user friendly
What is your favorite aspect of this product?
Architect
What do you dislike most about this product?
Genesys IT support team some times delay the response
What recommendations would you give to someone considering this product?
Go for it, its best contact centre solution
Pros
- Helps Innovate
- Continually Improving Product
- Inspires Innovation
- Includes Product Enhancements
Luis M.
- Role: Industry Specific Role
- Industry: Finance
- Involvement: Business Leader or Manager
Submitted Apr 2023
Good solution but not great.
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Intuitive User friendly
What is your favorite aspect of this product?
User friendly
What do you dislike most about this product?
The information integration. The unclear calculations and reporting. The long time that it takes to handle issues and lack of ownership when unable to provide solutions.
What recommendations would you give to someone considering this product?
How important is the data and transparency for you? If you are ok with the default provided information without details it may be a good fit.
Pros
- Security Protects
- Unique Features
- Performance Enhancing
- Acts with Integrity
Cons
- Less Efficient Service
- Less Effective Service
- Less Caring
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2023
Excellent Tool
Likeliness to Recommend
Pros
- Caring
- Respectful
- Helps Innovate
- Continually Improving Product