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Genesys Cloud CX

Score9 out of 10

921 Reviews and Ratings

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What is Genesys Cloud CX?

Genesys Cloud CX is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

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Categories & Use Cases

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Screenshot of analytics to track performance and balance workloads in real time.
Screenshot of the dashboard to manage workflows, settings and operations.
Screenshot of AI tools that help to resolve customer issues.

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Screenshot of analytics to track performance and balance workloads in real time.

Who Buys & Uses Genesys Cloud CX

Genesys Cloud CX Reviews

What users are saying about Genesys Cloud CX.
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Pros

  • Robust reporting and analytics for performance visibility and coaching
  • Open APIs and integration capabilities for custom solutions and third-party apps
  • Intuitive flow design using the Architect tool

Cons

  • Limited out-of-the-box reporting options and dashboard customization
  • Outdated or insufficient documentation and training resources for new features
  • Desire for more customization flexibility within the platform, including for email channels

Great Omnichannel Customer Experience Platform.

Incentivized
Anal��a López BecerraView profile
Jefa de atención al cliente in Customer Service at Red link (1001-5000 employees)

Use Cases and Deployment Scope

We use Genesys Cloud CX as our main call center platform to manage customer interactions, improve routing and agent productivity, and provide a consistent customer experience.

Pros

  • Voice of customer.
  • Agentic IA.
  • Voicebot.

Cons

  • Architect
  • Copilot

Return on Investment

  • Improved productivity.
  • Improved customer experience.
  • -

Other Software Used

AWS Cloud9

Genesys Gets it Done

Incentivized
Nicole LewisView profile
Customer Service Manager in Customer Service at SupplyHouse (1001-5000 employees)

Use Cases and Deployment Scope

We take voice calls through Genesys, utilizing its WFM functions and data reporting as well. We are a call center handling customer calls and need a platform that can scale with us as our business needs evolve.

Pros

  • Analytics for call insights.
  • Routing calls to the proper team.
  • Updating and innovating as needs change.

Cons

  • Sometimes support can be challenging in real time situations.
  • Some changes or updates take a while before implementation.
  • Hard to stay on top of all the changes.

Return on Investment

  • Improved customer retention.
  • Improved coaching and agent performance analysis.

Alternatives Considered

Five9 and RingCentral Contact Center

Other Software Used

Asana, Shelf, Microsoft 365

Genesys Cloud CX Review

Incentivized
Daniel Cross
Systems Administrator in Information Technology at Bright Horizons (201-500 employees)

Use Cases and Deployment Scope

It's the base of our contact center operations. We run everything out of it, so our full-time daycare, our backup daycare, and we also do tuition reimbursement. It's what everything's pulled into our customer bases. Our CRMs are tied into it. Genesys also handles the scheduling of the contact center. It's really the heart of the business.

Pros

  • Since I've come on and with my roles in it, the big thing that I like about it so far is that it seems to constantly be growing. Some of the big parts are on the quality side of sentiment analytics topics getting into the AI bots. Since we got into those, it has changed so much and we just keep seeing more and more on the roadmap of upgrades coming
  • Leading the way in AI

Cons

  • There are definitely some features and functionality we'd like to see. We have groups in workspaces, but they don't seem to be tied into very many portions of Genesys Cloud CX. You can only use groups and workspaces in specific places. It'd be nice if we could integrate those more where we already have these groups rather than building those same groups of people in another form to use in this section.
  • One thing I hear constantly from my quality monitors is: can we add a mass delete button for interactions that have been delivered? I had a person recently, they had a policy running, forgot about it. A couple months later they went in and they had 300 interactions, so they had to delete them all one by one by one. Little things like that that hopefully are in the roadwork.

Return on Investment

  • Helps manage the staff needed.
  • AI features are costly.
  • We consolidated several systems into one with Genesys.

Alternatives Considered

NICE Engage Platform and Five9

Other Software Used

Microsoft 365, Docebo Learning Platform, Halo Service Desk

Genesys Cloud CX - the best CCaaS product

Incentivized
Prasanna RajagopalanView profile
Program Leader - IT in Information Technology at R1 RCM (10,001+ employees)

Use Cases and Deployment Scope

We are a leading RCM company and provide services for our health care clients. Since we are dealing with health care client, we were looking for a CCaaS platform which was PHI & PCI compliant and had AI functionalities. Based on our evaluation of all products, Genesys Cloud CX was the best of them all, which matched all our requirements.

Pros

  • From an administrator point of view Genesys Cloud CX provides a drag & drop omni channel flow building option using Genesys Architect tool. The interface is very intuitive and provides flexible options to design call flows
  • Genesys Cloud CX has deep integration with Salesforce & ServiceNow
  • Genesys Cloud CX provides native Workforce Engagement Management. This reduces the dependency to unnecessarily procure products from other vendors for quality assurance auditing, screen recording or agent scheduling
  • We can also deploy BYOC (Brin Your Own Carrier) for telecom SIP trunk deployment. This is a big bonus when we want to reuse our existing DID's with our SIP trunk providers

Cons

  • Nothing specific as Genesys Cloud CX is able to tick all the boxes

Return on Investment

  • Through the use Genesys Voice AI BOT we are now able to offer 24/7 customer support for standard customer queries which earlier had dependency of agents availability who were 9/5
  • We were able to utilize our existing DID's and deploy BYOC SIP trunks in Genesys Cloud CX. Since we had better call rates negotiated with our carriers, BYOC saved us a lot of telco cost
  • Agents were provided with agent co-pilot which helped them to handle customer calls more efficiently

Other Software Used

Concord Technologies, Krisp

Genesys Cloud CX

Incentivized
Lee Creasey
Technical EUC Specialist in Information Technology at D&G (5001-10,000 employees)

Use Cases and Deployment Scope

Genesys Cloud CX is the Core of our Telephony systems. We use it mainly for inbound calls, and have some other features such as web chat, email and outbound to a certain extent. With over 1000 different call designs, we moved from a 1-1 design to call flow to having just 1 call flow using logic and data tables to perform all permutations.

Pros

  • Call Flow flexibility - with intelligent design you ca achieve a lot with the systems available.
  • Constant improvements - weekly updates, new features, ideas portal all contribute to this, always striving to make the system better.
  • Easy to use - easy to transition from most other systems.
  • Intuitive UI - things are (generally) where you would expect them to be, and from admin to frontline users all find the system accessible.
  • Excellent learning resources - with a subscription to the learning resources, there are so many courses to improve knowledge.

Cons

  • High cost of AI tokens for AI features - good ROI for a smaller company, not so much with lots of users.
  • Outbound functionality- improvements have been ongoing, but slow to see any real results.
  • Communication of updates - Before and after screenshots and descriptions would we appreciated!

Return on Investment

  • Administration - The design of our system has enabled us to managed changes with call flows and recordings so much more efficiently, not it involves updating a data table rather than changing call flows.
  • stability - frontline agents have reported a much more stable platform since moving to Genesys Cloud CX, we have less errors and system issues than previous.
  • Stats - It was a difficult road but now we have designs that work to provide our data teams with relevant and actionable information

Alternatives Considered

Genesys PureConnect (discontinued)

Other Software Used

Verint Knowledge Management, Microsoft Teams

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