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
98 Plan to Renew
75 Satisfaction of Cost Relative to Value
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
How to read the Emotional Footprint
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
Negative
Neutral
Positive
Feature Ratings
Call Recording
Multi Channel Intake Integration
Multi Channel Queue Management
Knowledge Management
Call Scripting and Call Flow Management
Skills Based Routing
Screen Prompts
Contact Center Analytics
Workforce Management
Vendor Capability Ratings
Ease of IT Administration
Ease of Implementation
Business Value Created
Quality of Features
Product Strategy and Rate of Improvement
Breadth of Features
Usability and Intuitiveness
Availability and Quality of Training
Ease of Customization
Vendor Support
Ease of Data Integration
Genesys Cloud CX Reviews
Amitesh S.
- Role: Operations
- Industry: Other
- Involvement: Initial Implementation
Submitted Apr 2023
It continues to advance and surpasses in numerous
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Genesys offers a comprehensive contact center environment that includes all the necessary features under one roof, such as screen recording, voicemail, workforce management, inbound and outbound campaigns, forecasting, and reporting.
What is your favorite aspect of this product?
What I like most about Genesys cloud is that it's really easy to use and you can move anywhere you want because the agents can just log in to Genesys and work wherever they want on their cell phones on the laptop or any computer, so it's really easy to use. so that's the part where we like that we can move whatever we want, especially in situations like these that we have during the pandemic that forced us to move out off the buildings and work from home. Also The messaging flow is good in Skype for Business.
What do you dislike most about this product?
One thing is I cannot text a person if he or she is offline. I really don't understand that. Even if they are offline, if I can drop a message and they can access the same when they are back, that could be a feasible one. That can be improved. .It's very hard to access the chat history over Skype as it closes once we close the chat window. Occasionally voice quality is not excellent, and sometimes as a user, I will be logged off without warning. Sometimes when switching between headset and laptop mic/speakers, I need to indicate manually
What recommendations would you give to someone considering this product?
Genesys Cloud CX is managing end-to-end contact centre flows for organisation. The support would include telephony cloudification, AI Bots interface, etc. It also stores the audio recordings of the calls made, which could be accessed later on when required. The overall experience of this tool has been excellent and we have been able to support our clients.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Please tell us why you think this review should be flagged.
Arpit B.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2023
Excellent all in one product
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture It is supported in Web Iphone Android
What is your favorite aspect of this product?
Anyone can be customer of this, small, mid or large organisation and it supports multiple plateforms
What do you dislike most about this product?
It's hard to read and when extracting the data and the formatting is hard to read / follow
What recommendations would you give to someone considering this product?
the Dev environment is a little cumbersome Ot can be improved
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Respectful
Please tell us why you think this review should be flagged.
Kusum B.
- Role: Sales Marketing
- Industry: Media
- Involvement: Vendor Selection and Purchasing
Submitted Apr 2023
It is little costly but easy to use. Overall good.
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Deliver high quality interactions. smart engagements, and consistently better outcomes.
What is your favorite aspect of this product?
Get better agent productivity, increase customer satisfaction.
What do you dislike most about this product?
It is little costly. Hoping for cost effective communication
What recommendations would you give to someone considering this product?
Overall experience is good, although there are some parts of improvements.
Pros
- Saves Time
- Helps Innovate
- Reliable
- Efficient Service
Cons
- Commodity Features
Please tell us why you think this review should be flagged.
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