Genesys Cloud CX

Score8.6 out of 10

843 Reviews and Ratings

What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) 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.

Categories & Use Cases

Media

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Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.4
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.5

Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.2
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.1

Marko Milic View profile

Senior Customer Experience Team Lead in Customer Service at Aterian, Inc (51-200 employees employees)

Use Cases and Deployment Scope

Our main problem was fragmented systems and inefficient use of resources. Our team was dissatisfied, our customers were unhappy, and we had no insights into our customers' problems and feedback. One of the biggest reasons we wanted to move to Genesys Cloud CX was to have a one-stop shop and the ability to customize the platform to work for our needs.

Pros

Agentic AI and Co-pilots.
WEM and WFM.
Open APIs and Reporting.

Cons

Ability to customize dashboards with time and count based KPIs on one widget.
Ability to reassign parked interactions when agents are out of office.
Missing calendar-based routing overrides with a simple block range date toggle.

Return on Investment

65% TCO reduction.
25% increase in efficiency.
33% increase in agent satisfaction.

Alternatives Considered

Zendesk Explore, Gorgias, RingCentral Contact Center, Dialpad Support and Fin by Intercom

Other Software Used

Microsoft Power BI

Ivan Nedeljkovic View profile

Telecom Engineer II in Engineering at NCR Voyix (1001-5000 employees employees)

Use Cases and Deployment Scope

As of now, we are mostly using voice support and starting with chat. Also, we are using parts with sentiment analysis, surveys, gamification and quality management. Gamification is great. Surveys are better than before. Sentiment is good but sentiment feedback has a lot of space for progress.

Pros

Copilot
A lot of options in the architect
Great analytics workspace

Cons

Sentiment analysis / sentiment feedback
Much more listening to people on idea portal
Less cost for features

Return on Investment

Only issue is that everything cost a lot
Implementing suggested ideas and listening to consumers should happen more

Edgar Dreger View profile

Senior Genesys Analyst in Information Technology at Coddera Software LTDA (51-200 employees employees)

Use Cases and Deployment Scope

Genesys Cloud CX serves as a powerful tool that provides multi-channel service, including voice, chat, and email. The platform addresses elements that facilitate the customer journey through self-service and also offers the possibility of integration with other solutions, such as CRM, which brings more value to the business.

Pros

Scalability
Updates
Community

Cons

AI
Blocking specific queues for transfer
Documentation updated faster

Return on Investment

Negative: Costs.
Positive: Flexibility to provide better customer experience.
Positive: Productivity of the IVRs

Alternatives Considered

NiCE CXone Mpower, CRM and Deals for Zendesk and Amazon Connect

André Filipi de Lima Costa View profile

analista de suporte in Customer Service at Solve4ME (51-200 employees employees)

Use Cases and Deployment Scope

Genesys Cloud CX is a complete product, from production to development. I've been working with it for 7 months and I'm very satisfied. My client really likes it and is migrating several systems from other platforms, and now their entire operation is 100% on Genesys Cloud CX. Genesys Cloud CX has truly come to change things.

O Genesys Cloud CX é um produto completo, desde a parte de produção até o desenvolvimento. Trabalho com ele a 7 meses. E estou muito satisfeito. Meu cliente gosta muito e esta migrando varias de outras plataformas de maneira e esta com toda a sua operação 100% da Genesys Cloud CX. O Genesys Cloud CX realmente veio para mudar.

Pros

Architecture
chat
Ura
bot
Arquitetura

Cons

menu
data table
campaigns
campanhas

Return on Investment

good
satisfactory return
cx is very good
bom
retorno satisfat[orio
cx é muito bom

Alternatives Considered

11:11 Public Cloud

Other Software Used

AceRoute, Akamai API Gateway, AI/ML API

Usability

Verified User

Consultant in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

Genesys Cloud CX is the upgrade we went from Genesys Engage. Given our strong understanding of Genesys, we selected Genesys Cloud as our next CCaaS solution. With Genesys Cloud CX, we had a very smooth transition from the legacy platform. Our challenges were understanding the new platform and applying our logic and configuration to it. With the Genesys Cloud Architect helping us easily develop our flows, including integrations and Data actions to connect to external 3rd-party applications, it was straightforward. The overall Migration process was a success, and huge thanks to Genesys CloudCX for making it user-friendly and having guides all the way through to help us.

Pros

Ease of call flow design - Architect tool is wonderful and easy to use.
Ease of API usage: Using native Genesys Cloud APIs, we can develop our own custom logic/solution.
The Archy tool - which help us to maintain CI/CD across our organization.

Cons

Reporting - the removal of the basic reporting tab, which was available earlier. We can bring something like that back to Genesys CloudCX. Just have a standard out of box reports.
Log analysis: Difficulties sometimes arise when an issue cannot be resolved with the basic information available. We can enable a log analysis tool that collects data from multiple components over time and can be reviewed in case of issues or failures. Similar to logs available in Genesys Engage.
Last Routed Agent - We can bring back the LRA to Genesys cloud cx for voice as an option or a function that can be enabled at the Architect or Queue level. Which will help many customers as they have used it previously.

Return on Investment

Our Idle time for agents decreased by up to 30% compared to the previous system. Agents who are idle and not accepting calls are placed in a not responding status, which is a significant addition to our idle time.
35% of our customers are able to complete their queries in the IVR. Integration with Salesforce made this possible, as the data is retrieved directly from the platform and accessed in real time. This helped us reduce the Agents' workload and significantly increase revenue.
Gamification is a huge plus; our Agents are actively tracking the weekly scores and working toward them to achieve them.