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.

87 Likeliness to Recommend

98 Plan to Renew

75 Satisfaction of Cost Relative to Value


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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
8% Neutral
89% Positive

Pros

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

Feature Ratings

Average 79

Call Recording

84

Multi Channel Intake Integration

80

Multi Channel Queue Management

80

Knowledge Management

79

Call Scripting and Call Flow Management

79

Skills Based Routing

79

Screen Prompts

77

Contact Center Analytics

77

Workforce Management

76

Vendor Capability Ratings

Average 77

Ease of IT Administration

82

Ease of Implementation

81

Business Value Created

79

Quality of Features

78

Product Strategy and Rate of Improvement

78

Breadth of Features

76

Usability and Intuitiveness

76

Availability and Quality of Training

75

Ease of Customization

75

Vendor Support

73

Ease of Data Integration

73

Genesys Cloud CX Reviews

Amitesh S.

  • Role: Operations
  • Industry: Other
  • Involvement: Initial Implementation
Validated Review
Verified Reviewer

Submitted Apr 2023

It continues to advance and surpasses in numerous

Likeliness to Recommend

9 /10

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

Arpit B.

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

Submitted Apr 2023

Excellent all in one product

Likeliness to Recommend

9 /10

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

Kusum B.

  • Role: Sales Marketing
  • Industry: Media
  • Involvement: Vendor Selection and Purchasing
Validated Review
Verified Reviewer

Submitted Apr 2023

It is little costly but easy to use. Overall good.

Likeliness to Recommend

7 /10

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

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