Genesys Cloud CX Reviews and Ratings

Rating: 8.5 out of 10

Score

8.5 out of 10

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Genesys Cloud - Clear CCaaS leader in Modern AI world.

Rating: 9 out of 10

Incentivized

February 16, 2026

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.

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.

Verified User

Consultant in Information Technology (10,001+ employees)

Vetted Review

7 years of experience

Genesys CX designed and ever improving to be a perfect fit.

Rating: 9 out of 10

Incentivized

February 15, 2026

Use Cases and Deployment Scope

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.

Verified User

Director in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

Genesys Cloud CX reviewed.

Rating: 9 out of 10

Incentivized

February 15, 2026

Use Cases and Deployment Scope

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.

Verified User

Team Lead in Professional Services (10,001+ employees)

Vetted Review

Reseller

4 years of experience

Genesys works for small non-profits

Rating: 8 out of 10

Incentivized

February 15, 2026

Use Cases and Deployment Scope

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

Verified User

Director in Customer Service (1001-5000 employees)

Vetted Review

2 years of experience

Genesys Cloud CX the best

Rating: 10 out of 10

Incentivized

February 13, 2026

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

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>

André Filipi de Lima Costa

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

Vetted Review

1 year of experience

Verified on LinkedIn

my review

Rating: 7 out of 10

February 10, 2026

Use Cases and Deployment Scope

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

Verified User

Analyst (10,001+ employees)

Vetted Review

2 years of experience

Genesys Cloud CX inside NCRY

Rating: 9 out of 10

Incentivized

January 23, 2026

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

Likelihood to Recommend

Easy to use and to understand

Has all the features that are needed

It would be 10 if it were less expensive

Ivan Nedeljkovic

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

Vetted Review

2 years of experience

View profile

Genesys Cloud provides healthcare clarity.

Rating: 10 out of 10

Incentivized

January 22, 2026

Use Cases and Deployment Scope

We use Genesys as our primary routing system across all our primary care practices. This allows us to use a combination of bots and AI to determine patients' intent for calling before speaking with a representative. This allows patients to self-serve where they are able and choose to do so. This, in turn, frees up time for our staff to focus on more challenging or engaged tasks.

Pros

Innovation
Flexibility
Customization

Cons

Learning content quickly becomes out of date.

Likelihood to Recommend

I think the platform's flexibility allows it to be easily expanded and suited to a variety of uses and sectors. The way the services are set up works well together and also allows you to bring in your own solutions as needed. It is very easy to piece together a solution, whether it is all Genesys solutions or a mix of different pieces. At the end of the day, Genesys is a good system to build on.

Verified User

Engineer in Customer Service (10,001+ employees)

Vetted Review

4 years of experience

The Good The Bad and The ROI My Review of Genesys Cloud CX

Rating: 9 out of 10

Incentivized

January 12, 2026

Use Cases and Deployment Scope

We use Genesys Cloud CX as an unified omnichannel engagement platform in our organization. We are in transition from Genesys Engage Platform to Genesys Cloud CX. Our expectation Genesys Cloud CX provides reducing response times, improving first contact resolution and operational scalability. Therefore, we want to utilize Architect tool for automated IVR flows and will do he other integrations with the platform.

Pros

Omnichannel Orchestration
AI-Powered Engagement
Rapid Innovation and Scalability

Cons

Out-of-box reports, dashboards being difficult to customize
Finding simple setting often feels like a "treasure hunt"
Unlike "plug and play" competitors, Genesys often requires a certified administrator or professional services for setup and ongoing maintenance

Likelihood to Recommend

Genesys Cloud CX is well suited for Large, Global Scale organizations with 250+ agents spread across multiple countries. It's also ideal for using in Complex Omnichannel Journeys, such as if your customers frequently jump from a website chatbot to a voice call, then agent sees that entire path in one time line.

Verified User

Consultant in Information Technology (10,001+ employees)

Vetted Review

1 year of experience

Genesys Cloud CX

Rating: 9 out of 10

Incentivized

December 4, 2025

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

Likelihood to Recommend

Through the Execution History function in Architect, partners could perform troubleshooting with greater agility. There is still considerable difficulty for customers to understand that there are no queue-specific locks that agents can transfer. For example, area A cannot transfer to area B. Currently, the permission is universal, and it is often necessary to leave the client stuck to the service script.

Edgar Dreger

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

Vetted Review

5 years of experience

Verified on LinkedIn

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Reviews and Ratings

Genesys Cloud - Clear CCaaS leader in Modern AI world.

Rating: 9 out of 10

Incentivized

February 16, 2026

Use Cases and Deployment Scope

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

Verified User

Consultant in Information Technology (10,001+ employees)

Vetted Review

7 years of experience