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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Get AssistanceGenesys Cloud CX Ratings
Real user data aggregated to summarize the product performance and customer experience.
90 Likeliness to Recommend
100 Plan to Renew
85 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+96 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
- Efficient Service
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 Management
Interactive Voice Response (IVR) and Call Flow Designer
Power/Progressive Dialer
Analytics and Reporting
Preview Dialer
Contact List Management
CRM Integration
Omnichannel Integration
Campaign Control Management
Predictive Dialer
Vendor Capability Ratings
Availability and Quality of Training
Breadth of Features
Ease of Customization
Ease of IT Administration
Business Value Created
Ease of Data Integration
Ease of Implementation
Product Strategy and Rate of Improvement
Quality of Features
Usability and Intuitiveness
Vendor Support
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Genesys Cloud CX Reviews
Renata C.
- Role: Finance
- Industry: Telecommunications
- Involvement: Business Leader or Manager
Submitted Apr 2024
Likeliness to Recommend
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Unique Features
Milena T.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Likeliness to Recommend
Pros
- Performance Enhancing
- Enables Productivity
- Trustworthy
- Unique Features
Lauren C.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2022
Fully customizable for flexible scheduling
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
The ability to customize a prompt menu is particularly useful for routing calls as it allows the caller to narrow down the department in advance of being connected. IVR goes a long way in helping route calls based on the agent skills or the quickest available agent
What is your favorite aspect of this product?
It allows us to sort voicemails visually showing the caller ID, the time a message was left and any other details which makes it easy to respond to voicemails the next working day
What do you dislike most about this product?
Prompt agents to record calls if call recording is not set in advance. This will allow us to go back over difficult calls to check the details on how something was resolved as well as do quality checks on a regular basis
What recommendations would you give to someone considering this product?
Genesys Cloud CX is innately cloud-based to enable seamless remote agent working and support for multi-site businesses. It offers the best omnichannel routing across voice and other digital channels
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing