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 AssistanceGenesys 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
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
- Performance Enhancing
- Enables Productivity
- Acts with Integrity
- Reliable
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
Dylan C.
- Role: Information Technology
- Industry: Communications
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2023
Gets the job done, but very expensive
Likeliness to Recommend
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
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
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