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


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Awards & Recognition

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

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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.

88 Likeliness to Recommend

98 Plan to Renew

75 Satisfaction of Cost Relative to Value

1
Since last award


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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
9% Neutral
88% Positive

Pros

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

Feature Ratings

Average 79

Call Recording

84

Multi Channel Queue Management

79

Knowledge Management

79

Multi Channel Intake Integration

79

Call Scripting and Call Flow Management

79

Skills Based Routing

79

Screen Prompts

78

Contact Center Analytics

76

Workforce Management

75

Vendor Capability Ratings

Average 77

Breadth of Features

85

Ease of IT Administration

85

Business Value Created

84

Ease of Customization

83

Ease of Implementation

83

Usability and Intuitiveness

82

Quality of Features

80

Ease of Data Integration

79

Product Strategy and Rate of Improvement

79

Vendor Support

77

Availability and Quality of Training

71

Genesys Cloud CX Reviews

  • Role: Consultant
  • Industry: Other
  • Involvement: Business Leader or Manager
Validated Review
Anonymous Reviewer

Submitted Dec 2023

Genesys Cloud for CX is a good path

Likeliness to Recommend

9 / 10

Pros

  • Reliable
  • Helps Innovate
  • Continually Improving Product
  • Trustworthy

Kiran C.

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

Submitted Jul 2023

Best Comprehensive and scalable cloud-based CC

Likeliness to Recommend

9 / 10

What differentiates Genesys Cloud CX from other similar products?

Genesys Cloud CX stands out by offering a highly flexible and customizable platform that combines advanced contact center capabilities with extensive integrations and AI-powered features to enhance customer experiences.

What is your favorite aspect of this product?

Genesys Cloud CX is all-in-one platform provides a comprehensive suite of contact center and customer experience tools in a single cloud-based platform. It combines features such as omnichannel routing, workforce optimization, analytics, AI-powered automation, and CRM integration, eliminating the need for multiple disparate systems.

What do you dislike most about this product?

Cost & Customization Complexity

What recommendations would you give to someone considering this product?

When considering Genesys Cloud CX, I recommend thoroughly evaluating your organization's specific requirements, engaging with Genesys representatives, and conducting a comprehensive cost-benefit analysis to ensure alignment with your business objectives and expected return on investment.

Pros

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

Dylan C.

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

Submitted Jun 2023

Gets the job done, but very expensive

Likeliness to Recommend

5 / 10

What differentiates Genesys Cloud CX from other similar products?

It's been around for awhile and is well established

What is your favorite aspect of this product?

The support teams are great to work with

What do you dislike most about this product?

The price is very steep and I've had issues with some of the data integrated into our data warehouse

What recommendations would you give to someone considering this product?

I would likely point people to some other Ccaas companies

Pros

  • Enables Productivity
  • Helps Innovate
  • Continually Improving Product
  • Performance Enhancing

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