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
- Reliable
- Performance Enhancing
- Enables Productivity
- Acts with Integrity
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
Call Scripting and Call Flow Management
Multi Channel Intake Integration
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
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
Amandeep V.
- Role: Vendor Management
- Industry: Other
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2023
Easy to use easy to intrigrate Reporting good
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Second, PMs work closely with designers, so you’ll be expected to deliver criticism on designs with a high degree of emotional intelligence. Interviewers will therefore want to see that you can provide clear and constructive feedback when answering the question.
What is your favorite aspect of this product?
First, one of your tasks as a PM is to help design new product features and improve existing ones. So you’ll need to be able to explain what differentiates an excellent product from its competitors.
What do you dislike most about this product?
Third, PM’s often have to make important design decisions with little time and lacking data. So a good PM knows the product they own inside and out, which helps to make better choices in
What recommendations would you give to someone considering this product?
So a good PM knows the product they own inside and out, which helps to make better choices in Third, PM’s often have to make important design decisions with little time and lacking data.
Pros
- Reliable
- Enables Productivity
- Fair
- Acts with Integrity
Cons
- Inhibits Innovation
- Less Effective Service
- Less Friendly Negotiation
Nuthigattu K.
- Role: Operations
- Industry: Education
- Involvement: IT Leader or Manager
Submitted Apr 2023
Genesys Cloud is a great platform in overall
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
The customization feature is a clear differentiator. We can make the changes and make tailored config as per our requirements which we generally dont see in similar products,
What is your favorite aspect of this product?
This tool has a smooth flow for calls, chat, email, social media interactions and can manage very easily.. It also has a great and accurate analytics capabilities, allowing us to track everything gain insights.
What do you dislike most about this product?
When an update is given or release, it should be communicated with end users, but its not. Sometimes its hard to understand the changes.
What recommendations would you give to someone considering this product?
I personally encourages peers to try this tool and it makes your life easy and saves a lot of time and cost.
Pros
- Enables Productivity
- Effective Service
- Transparent
- Helps Innovate