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
- 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
Sam O.
- Role: Information Technology
- Industry: Insurance
- Involvement: IT Leader or Manager
Submitted Apr 2023
Feature rich platform, more features coming weekly
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Genesys Cloud has a single, easy to use interface for all user types. Designing call flows is easy, as well as an agent being able to answer and make calls. Being cloud based and being able to connect to cloud based telephony providers and WebRTC mean that there is no hardware to maintain and the system is accessible worldwide.
What is your favorite aspect of this product?
The ability to dig into the metrics and the way that the agents and queues interact so well to give you layers of statistics is amazing. The system is very stable and doesn't seem to have outages. It is easy to use and easy to set up and maintain.
What do you dislike most about this product?
The outbound dialler is lacking some features and needs a bit more work. I can see in the roadmap that a lot of new features are coming. Listening to call recordings is really slow to load up.
What recommendations would you give to someone considering this product?
This is an all round great system. Make sure to understand this is a new system and not to get stuck in your ways of "this is how we have always done it" as there are many ways to achieve the same goal. Don't try to just slot this sytem in place of your old system, design all new processes to suit.
Pros
- Continually Improving Product
- Reliable
- Respectful
- Performance Enhancing
Shubham T.
- Role: Consultant
- Industry: Other
- Involvement: Vendor Selection and Purchasing
Submitted Apr 2023
Powerful scalable platform, but need customization
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
One of the key differentiators of Genesys Cloud CX from its competitors is its scalability and flexibility. The platform can handle large volumes of interactions and adapt to the needs of both small and large enterprises. Another standout feature of Genesys Cloud CX is its omni-channel capabilities. It seamlessly integrates interactions across various channels, such as voice, chat, email, and social media, into a unified and cohesive customer experience.
What is your favorite aspect of this product?
I really enjoy the advanced analytics and reporting capabilities, which helps us gain valuable insights into customer interactions, agent performance, and overall contact center operations. The platform provides real-time monitoring and historical reporting, giving businesses the ability to make data-driven decisions and optimize their contact center operations for improved customer satisfaction.
What do you dislike most about this product?
There is an extended learning curve associated with the platform. While it offers a wide range of features and functionalities, mastering them all may require some time and effort for IT professionals who are not familiar with the platform.
What recommendations would you give to someone considering this product?
Overall, Genesys Cloud CX is a powerful and scalable CX platform with advanced features and analytics capabilities that can greatly enhance customer interactions in a contact center environment. Its omni-channel approach and scalability make it a strong contender in the market. However, one may need to invest time and effort to fully utilize its capabilities, and the cost may be a consideration for smaller businesses. Continued improvements in ease of use, customization options, and cost competitiveness could further enhance its competitive position in the market.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
Cons
- Under Delivered
Hüseyin D.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2023
Great product with AI to manage customers' needs.
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
It is completely eco system friendly and easy to integrate. Also our team really satisfied with easy to use
What is your favorite aspect of this product?
It's AI feature is making it to the another level.
What do you dislike most about this product?
Pricing would be a little less
What recommendations would you give to someone considering this product?
If you need a stable and AI based solution for your customer, this product does it well
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Unique Features