Genesys Cloud CX

Score8.8 out of 10

878 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

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.

#1 most frequent

Finance and Insurance

21.6%

115 installations of 533

“BYOC model allows flexibility to scale services as long as solutioned with burstable carrier network connection enabling spikes in customers volume to be accommodated with degradation in availability in bandwidth.”
— SVP contact center technology, M&T Bank (10,001+ employees)

#2 most frequent

Professional, Scientific, and Technical Services

20.8%

111 installations of 533

“Knowledge management is key to effective self-service and automation in Genesys Cloud CX. It provides consistent, up-to-date answers to bots and digital channels, enhancing the customer experience, reducing agent workload, and enabling fast, autonomous issue resolution”
— Analityc, Informaton Systems (11-50 employees)

#3 most frequent

Information

11.4%

61 installations of 533

“Cost savings.”
— Head of service delivery Cloud Contact Cisco, BT Group (10,001+ employees)

Daniel Cross

Systems Administrator in Information Technology at Bright Horizons (201-500 employees 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

Prasanna Rajagopalan View profile

Program Leader - IT in Information Technology at R1 RCM (10,001+ employees 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

Lee Creasey

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

Faye Carlos

Senior Customer Experience Manager in Customer Service at Aterian (51-200 employees employees)

Use Cases and Deployment Scope

As a customer experience manager in customer experience/e-commerce, Genesys has greatly helped us when our business went through a product recall just recently. We fully orchestrated a recall system within Genesys Cloud to make sure that we automate the steps for the recall needs.

Even before that, Genesys Cloud CX is our primary contact center platform since we normally receive high number of interactions and calls. In this specific case, Genesys Cloud allowed us to create a system and a queue that is solely designated for recalls with the help of fraud detection, duplication of the submission and safety and compliance related cases.

Pros

Call and contact routing has been a game changer for our organization. Customers get connected to the right person faster based on their specific needs.
Reporting and analytics, it gives me more visibility than the other tools I've used before. Since I am a customer experience manager, it is easier for me to track my team's real time performance and a lot meaningful coaching sessions since I have the complete data that I need during our conversation.
Integration with other tools has been flawless as well, it fits into our existing workflow in a straightforward way and it does not create a lot of friction because other platforms made that part a little painful to do.

Cons

I'd like to see in Genesys Cloud CX a full visibility of interactions even if you were not one of the handlers of the interactions. I think that is the only limited part of it, some interactions and its full context are not visible to other agents if they did not handle that specific contact.
Other than that, I think Genesys CLoud CX is perfect especially the way I use it and helps me in my day to day business needs.

Return on Investment

All of the impacts of Genesys Cloud on our overall business has always been positive. Let me start by cost savings, I previously mentioned that we went through a product recall. And unlike other companies, Genesys helped us greatly in automating our system and in return, we didn't have to hire a third party company to handle our recall SOPs.
Employee engagement, we utilized the gamification feature which has been a great addition to our employee experience. It keeps our agent motivated and engaged it a healthy competitive way.

Alternatives Considered

Zendesk Talk and Zendesk Chat

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

NiCE CXone

Five9

Talkdesk Studio

Genesys Cloud CX

What is Genesys Cloud CX?

Categories & Use Cases

Media

Most Frequent Users

Finance and Insurance

Professional, Scientific, and Technical Services

Information

Genesys Cloud CX Reviews

Use Cases and Deployment Scope

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Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Cons

Return on Investment

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Genesys Cloud CX Alternatives