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
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
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
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2020
More features needed, but easy to use and reliable
Likeliness to Recommend
Pros
- Reliable
- Continually Improving Product
- Performance Enhancing
- Trustworthy
Cons
- Less Efficient Service
- Role: Information Technology
- Industry: Telecommunications
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2020
Perfect Product for Contact Center
Likeliness to Recommend
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Efficient Service
- Role: Operations
- Industry: Healthcare
- Involvement: End User of Application
Submitted Mar 2020
Needs to be less expensive and more seamless.
Likeliness to Recommend
Pros
- Helps Innovate
- Enables Productivity
- Efficient Service
- Fair
Cons
- Less Inspiring
- Wastes Time
- Under Delivered