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.
Likelihood to Recommend
Genesys Cloud CX is very well suited for companies that want to implement AI and Autimation with very strict safety guardrails. There are so many AI tools available, and we have tried many; however, Genesys Cloud CX is one of the rare ones that puts safety and compliance first. In addition, reporting and open APIs, and flow architecture help any business customize for their own needs.
I am a Genesys Cloud CX administrator for [...], supporting a Call Center as a Service (CCaaS) solution for customer support in the hospitality industry.
Pros
System stability
Support & Education
Full set of available features
Likelihood to Recommend
Call centers located around the world. Less suitable for small companies
VU
Verified User
Employee in Information Technology (501-1000 employees)
We also use Genesys for our own organization, such as for receiving calls and messages via WhatsApp to provide support to our clients. In addition, we assist with questions and problems they have on the Genesys platform, whether related to development, user management, reporting, routing, or telephony. The platform helps us because it's a solution provider when we enter the world of call centers; with it, companies that need more than one active channel are satisfied, as it can centralize all of them in a single access point.
Utilizamos o Genesys também para a nossa própria organização, como na questão do recebimento de chamadas e mensagens pelo WhatsApp para conseguirmos atender aos nossos clientes via Suporte. Além disso, auxiliamos nas dúvidas e problemas dos mesmos na plataforma Genesys, seja em questão de desenvolvimento, gerenciamento de usuários, dúvidas relacionadas a relatórios, entroncamento e telefonia. A plataforma nos auxilia por ser uma solucionadora quando adentramos no mundo do call center; com ela, as empresas que precisam de mais de um canal ativo se satisfazem, pois ela consegue suprir e centralizar todas elas em um único acesso.
Pros
User Management
Reports
Orchestration of Flows
Gerenciamento de Usuários
Relatórios
Orquestração de Fluxos
Cons
Reports that are visible and accessible in the platform interface, but cannot be exported or downloaded directly.
The platform's performance was lighter in the past, as resource usage was lower.
Lack of control over how data and interactions are loaded into the interface.
Relatórios que estão visíveis e acessíveis na interface da plataforma, porém não podem ser exportados ou baixados diretamente.
Desempenho mais leve da plataforma, antigamente, o uso de recursos era menor.
Falta de controle sobre como os dados e interações são carregados na interface
Likelihood to Recommend
I believe call centers are a major focus, as well as companies with more than one "division," whether by sector or location. In this case, Genesys can centralize operations for administrators. It's also suitable for small businesses that want to use more than one service channel and focus on customer experience and platform usability. Regarding unsuitable scenarios, based on my experience working in Support, I believe it's not as suitable for companies with a high volume of email responses and that retain conversations, due to the limitations of the current platform.
Acredito que call centers sejam um dos principais focos, além de empresas que possuem mais de uma “divisão”, seja por setores ou por localidades. Nesse caso, o Genesys consegue centralizar a operação para os administradores. Também é adequado para empresas pequenas que desejam utilizar mais de um canal de atendimento e focar na experiência do cliente e na usabilidade da plataforma. Sobre os cenários não adequados, conforme o meu tempo atuando como Suporte, acredito que para empresas que tem um grande volume de respostas nos e-mails e que retém as conversas, não seja tão adequado, por conta do limite da plataforma atual.
<i>This review was originally written in Portuguese and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.</i>
VU
Verified User
Analyst in Information Technology (51-200 employees)
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.
Likelihood to Recommend
The Data table provided in Genesys cloud which is very useful, dynamic and easy of operations team on their day to day changes in menu prompts, priority, etc. With the routing methods we have, we can use preferred routing initially for our contact centre and if no suitable agents are available, we can expand the routing ring and can go wide and look for more suitable agents. These are some of the scenarios in which Genesys cloudCX came in handy.
VU
Verified User
Consultant in Information Technology (10,001+ employees)
Genesys Cloud CX is the Contact Center Platform used in the org for the RCM business function. Customer Service is the major contributor.
Pros
Voice BOTs.
IVR and Call flow.
Web Messaging.
Cons
TTS/STT metrics.
Transcription quality.
Sentiment Analysis improvements.
Likelihood to Recommend
Contact Center software is at its best and intuitive. Works well on AWS, a powerful platform, but requires a strong developer skill set to expand features/reports. Some of them could have been native.
VU
Verified User
Director in Information Technology (10,001+ employees)
We are a Genesys platinum partner. Genesys is delivering true value to our customers; it's extremely stable and feature-rich. Genesys is continuously evolving its product, and its partner and customer ecosystem is top-notch. I also genuinely appreciate the usefulness of their AI integrations, especially the agent-assist features, which are stronger than what the competition offers.
Pros
AI
Partner ecosystem.
Continuous development.
Cons
Partner calls.
partner early adoption of features.
Likelihood to Recommend
Genesys Cloud is well-suited for scenarios with a global customer base and contact centers. It serves these organisations especially well if they adopt rapid deployment, a strong multichannel offering, and scalable cloud infrastructure. When you have diverse routing strategies, assisted by AI, and you want a low-code, no-code development platform, Genesys is the tool of choice.
VU
Verified User
Team Lead in Professional Services (10,001+ employees)
We use Genesys Cloud CX to run our Helplines. Some helplines provide direct advice to clients and some conduct intakes for clients seeking civil legal services. We receive over 1,000 calls per week, which is small for a Genesys customer, but very busy for a non-profit legal provider. Genesys allows us insights into our callers that we have never been able to get from other contact center providers.
Pros
Access to data & custom reports creation
Up time and quality of calls is unparalled
Customer support far exceeds other vendors
Cons
Online self-help portal is not user friendly for new users.
It can be hard to find solutions for minor problems when the online Community is unable to assist with finding a solution.
Likelihood to Recommend
VU
Verified User
Director in Customer Service (1001-5000 employees)
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
Likelihood to Recommend
features
funcionalidades
<i>This review was originally written in Portuguese and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.</i>
I enjoy Genesys Cloud CX overall however, main issue me and my team run into is the application experiencing technical difficulty when multiple of the 'performance' tabs are open
Pros
finding details of previous contacts
overall desk performance
Cons
multiple tabs open for performance tab
Likelihood to Recommend
When investigating what had occurred with a particular contact it is very easy and detailed in what can be found upon investigation. The intra-day monitoring tab is also very helpful in making sense of overall desk performance
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.
