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Genesys Cloud CX

Genesys Cloud CX
Formerly Genesys Cloud

Overview

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.

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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Warm transfer (354)
    8.5
    85%
  • Recording (346)
    8.5
    85%
  • Call tracking (345)
    8.5
    85%
  • Agent dashboard (367)
    7.9
    79%

Reviewer Pros & Cons

View all pros & cons
Verified User
Engineer in Information Technology
Automotive Company, 1001-5000 employees
Verified User
Director in Information Technology
Financial Services Company, 201-500 employees

Video Reviews

12 videos

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Genesys Cloud CX Review | Sales Manager's Experience
07:06
Senior Application Developer's Honest Thoughts | Genesys Cloud CX Review
07:32
Genesys Cloud CX | Providing Quality Client Care
03:42
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Pricing

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Genesys Cloud CX 1 - Voice

$75

Cloud
per month (billed annually) per user

Genesys Cloud CX 2 - Digital

$95

Cloud
per month (billed annually) per user

Genesys Cloud CX 2 - Digital + Voice

$115

Cloud
per month (billed annually) per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.genesys.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $75 per month
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Product Demos

Get to know Genesys Cloud

www.genesys.com

Genesys Cloud Guided Tour

www.genesys.com
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.8
Avg 8.3
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Product Details

What is Genesys Cloud CX?

Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys Cloud CX (formerly Genesys Cloud) solution promises to make customer relationships simple. Built to handle any channel, the Genesys Cloud CX (formerly Genesys Cloud) platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.

The solution aims to simplify the way businesses connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX (formerly Genesys Cloud) is a customizable application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.

The software deploys in days, and updates are available each week. The vendor states Genesys Cloud CX has active customers in more than 100 countries around the world.

Genesys Cloud CX Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots

Additional Features

  • Supported: Voice Routing
  • Supported: Web Chat
  • Supported: Email Response
  • Supported: SMS
  • Supported: Social Listening
  • Supported: Unified Communications
  • Supported: Softphone
  • Supported: Workforce Scheduling

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

Genesys Cloud CX Integrations

Genesys Cloud CX Competitors

Genesys Cloud CX Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesCanada, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, United States, Guam, N. Mariana Island, US Virgin Islands, Puerto Rico, Argentina, Brazil, Chile, Colombia, Dominican Republic, El Salvador, Mexico, Panama, Peru
Supported LanguagesArabic, Chinese (simplified), Chinese (traditional), Czech, Danish, Dutch, English, Finnish, French, German, Italian, Hebrew, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Russian, Spanish, Swedish, Thai, Turkish

Frequently Asked Questions

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.

Genesys Cloud CX starts at $75.

Five9, NICE CXone, and Talkdesk are common alternatives for Genesys Cloud CX.

Reviewers rate Warm transfer and Call tracking and Inbound call routing highest, with a score of 8.5.

The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(677)

Attribute Ratings

Reviews

(126-150 of 408)
Companies can't remove reviews or game the system. Here's why
March 14, 2023

All-in-one platform suite for your contact center

Verified User
Consultant in Information Technology
Computer Hardware Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We are using Genesys Cloud for customer services, Inbound call flows, chatbot integrations, natural language (Lexbot) and to provide the better services and support to the customers using our products. Earlier we need to go for the third-party CIT solution, but this has been addressed in the Genesys Cloud CTI solution.
Pros and Cons
  • Genesys is going exceptionally well in the call routing; we have bulls eye routing which can choose the more appropriate agents to route the call and IVR's can do precise routing login using the architect scripts.
  • The Genesys Cloud solution centralizes omnichannel processing, system configuration, administration, and reporting, while also consolidating multiple vendors to one.
  • The Genesys Cloud migrations provides fast deployment and cost-saving.
  • WebRTC softphones vs expensive hardphones vs softphones.
  • WebRTC softphone, On-demand call recording, Corporate and workgroup directories.
  • Voicemail and unified messaging which gives exceptional enhancements in our call center environment.
  • We need to rely on the stability and the quality of the user’s Internet connections bandwidth.
  • In case of any features which need in house development, and we need to wait for the more time.
  • Genesys should focus calling plans instead of going to other PSTN service providers.
Likelihood to Recommend
Genesys Cloud is providing omnichannel customer experience which is good compared to all other providers in the market now, and when it comes to the calling plans we need to go for the third party providers, instead this could be managed by Genesys itself by providing calling plans as like Microsoft calling plans.
March 10, 2023

Great All-in-one product solution that's easy to use and saves so much time

Verified User
Engineer in Information Technology
Computer Software Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Genesys Cloud is a great product and offers seamless integration. The onboarding of users was very straightforward and the setup was a breeze. It is rich in features and is continually getting product enhancements, which are easy to use and offer great benefits to our users and in turn helps our customers. Having access to a number of great features all in one place is so handy and saves so much time rather than opening multiple different apps; improved productivity and efficiency. Having the ability to supply your customers with multiple contact channels (email, chat, text, voice) is a huge benefit to the customer!
Pros and Cons
  • Everything in one place
  • Easy to use
  • Feature rich
  • Continued product features
  • Some glitches
  • Reporting could be improved
  • Pricing is a little high
Likelihood to Recommend
  • The simplicity of use and learning process is very easy, which allows us to adapt quickly to customer needs.
  • Having everything in one place saves so much time messing around and flicking between products.
  • Feature-rich and continued product enhancements mean we're constantly on top of our game.
March 09, 2023

Genesys Cloud CX

Verified User
Engineer in Information Technology
Computer Software Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
Genesys Cloud CX is our Global Contact Center platform for our customers. We have an Omni-Channel implementation of Genesys Cloud CX including Voice, Email, Messaging and Chat platform.
Pros and Cons
  • Constant Innovation
  • Ease of Use
  • Single pain of class
  • Easy to integrate
  • Onboard additional partners on AppFoundry
  • Faster release cycle for Beta programs
Likelihood to Recommend
After careful consideration and evaluating multiple vendors, Genesys Cloud CX was the vendor of the choice for our digital transformation journey. The partnership approach and one shop solution for all our contact center needs were met by Genesys Cloud CX.
March 09, 2023

A cloud solution that doesn't rain on your parade

Verified User
Technician in Information Technology
Internet Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use Genesys Cloud across all our customer-facing departments. It enables these departments to collaborate easily, especially while working from home, dealing with the customer queries efficiently, ultimately giving the customer a better experience.
Pros and Cons
  • It's a one-stop-shop, giving our agents the ability to handle all customer interactions in one place.
  • Using multi-channel interactions, customers can connect with us their way.
  • Architect provides a visual platform to create and configure flows and IVRs.
  • Their Email channel needs further development.
  • The ability for agents to choose different ringtones is necessary in a busy office environment. Unfortunately, the new tones provided aren't much better.
  • Better visual alerting for incoming interactions.
  • GDPR function needs further development.
Likelihood to Recommend
Other systems we have tried require the use of two apps to work remotely - the telephony desktop app and a softphone. Genesys Cloud has it all contained in one app or even less, if you opt to use the webapp in Chrome.
March 07, 2023

Review of Genesys from EndUser View

Verified User
Advisor in Manufacturing
Mechanical Or Industrial Engineering Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We currently use Genesys Cloud CX as our call center provider. We had many issues using a former app-based program. I can turn on and turn off various extensions, forward, and override calls whenever needed
Pros and Cons
  • Detailed drilled down reporting
  • Call transfer/queue transfer
  • Ability to change status and views from an admin standpoint
  • The resource guide is not very user friendly- could use updates
  • I would like to see the admin reporting tab have limited options to avoid confusion
Likelihood to Recommend
Genesys Cloud CX is very user-friendly for the end-user experience. It is easy to follow and each step is clear and natural. The difficulty that can happen is that there are so many options to run reports that it can make filtering tricky
March 06, 2023

Robust and Stable Omnichannel Platform

Verified User
Team Lead in Customer Service
Information Technology & Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
Here we use Genesys Cloud CX to manage calls, chats, bot integration, IVR process and administration. With Genesys Cloud CX, it was possible to have a 360º view of the services, managing to better program the operation routines, thinking about omnichannel. Integration with the bot we currently use (IBM Watson) is fluid with no impact. It was also possible to make integrations with our service systems, both developed internally and with other suppliers - it allowed automating the creation of service tickets without human intervention. The implantation took place during the pandemic, together with the implanting partner, without major complications even in a 100% home environment. Usability for the agent is easy. For supervision and monitoring teams, it requires a little more technical knowledge of the platform. Support can be a little slow at times.
Pros and Cons
  • Omnichannel
  • Ease of use for the agent
  • Robustness and stability
  • Delay in response from Technical Support
  • Long deadlines for implementing improvements. Eg: online satisfaction survey at the end of the interaction
  • Difficulty in understanding some features and reports for management
Likelihood to Recommend
For omnichannel, integrations, needing a platform that has market recognition and stability, Genesys Cloud CX is great. There were also no setbacks at the time of implementation. It needs to improve mainly in technical support so that it resolves the errors found by its customers more quickly and more assertively
March 05, 2023

Why I would purchase Genesys Cloud CX

Verified User
Engineer in Information Technology
Retail Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use Genesys Cloud CX with Salesforce lighting as the CRM an all in one contact center platform. That is what makes GC so great is that it has all products that you need bundled into one. I cannot imagine using multiple products when you can purchase an all in one solution.
Pros and Cons
  • WEM
  • Routing
  • Analytics
  • Alerting
  • WFM
  • Mobile Chat
Likelihood to Recommend
Since different license packages with different features are available Genesys Cloud CX can fit any business type small to large. If you happen to be a small business and do not need Workforce Management you do not need to purchase it. On the flip side if you are a large business GC provides all the features you need to run the business.
March 04, 2023

We love Genesys Cloud CX.

Verified User
Professional in Information Technology
Transportation/Trucking/Railroad Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
I use GCloud mainly for our Reservations and Sales but also for our Operations Control Center, Security Department, Customer Relations, HR, and a few other groups. I use it mainly for inbound voice but also have integrated outbound voice, email, and Messaging (aka Chat) channels.
Pros and Cons
  • Inbound Voice Routing.
  • Offloading IT maintenance and infrastructure.
  • Salesforce integration.
  • Internal call recording.
  • Some user interfaces need to be improved.
Likelihood to Recommend
No maintenance, CaaS, and cloud is great service reliability, up-time, and few incidents.
March 04, 2023

Transforming Customer Experience with Genesys Cloud CX.

Verified User
Manager in Customer Service
Non-profit Organization Management Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Managing customer interactions across multiple channels, improving agent productivity and efficiency and providing a more personalized and seamless customer experience. The platform allows organizations to consolidate their customer interactions in one place, which helps to reduce costs and improve efficiency.
Pros and Cons
  • Managing customer interactions.
  • Workforce management.
  • Bugs
  • Exporting canned responses.
  • Importing canned responses.
Likelihood to Recommend
The platform allows agents to handle customer inquiries and requests from a single interface, which helps to improve response times and overall customer satisfaction. Genesys Cloud CX may be too complex and costly for small organizations with limited resources.
March 03, 2023

Pure Insight. Limited Hindsight. Promising Foresight.

Harley Breth | TrustRadius Reviewer
Harley Breth
Contact Center Manager
Philadelphia Church of God (Religious Institutions, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use Genesys Cloud CX for our inbound contact center—our incoming interactions with customers.
Pros and Cons
  • Genesys Cloud is flexible enough to manage from a single web browser for a mid-sized organization!
  • Robust in real-time visibility of all agents. Part of this equation is that internal communications are elevated (video chat available, group chats, even fax) within the Org.
  • We've found our average speed of answer significantly improved with Genesys Cloud.
  • Agents appreciate the Profile; having an identity within the Org, rather than simply an operator.
  • Built-in Reporting does not cater to a call-centric view of the data. It's Queue-centric, or Agent-priority stats at the moment, although I'm sure with all the reports of this across various review sites, it will be improved soon.
  • At this point, unable to log an agent out if he/she accidentally remained signed-in; also unable to change his/her status if a mistake was made.
  • Live queue activity and interactions seem to need to be refreshed often to remain current—always behind a bit.
Likelihood to Recommend
Genesys Cloud works well for our organization overall. Although the hindsight of customized reporting is not there just yet, we know that the main priority and importance is what's happening currently: the insight into the current calls happening now. Genesys Cloud provides a rich lens into what's happening now across all our posts and work-spaces. A team lead or manager can zoom out, and also drill-down in the queue activity views, performance views, etc., to find out what's happening on all phone calls in great detail. High-level flexibility is provided to the admin as well, with the functionality of the architect for creating call flows. Nearly everything you imagine happening on your phone calls can happen.
February 28, 2023

The best contact center solution that I used

Verified User
Administrator in Information Technology
Financial Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use Genesys Cloud CX to connect to our customers nationwide. Genesys Cloud CX helped us connect to our customers effortlessly through voice, email, chat, voicebot, and social media. And with Genesys Cloud CX, we're able to exceed out targets, connect rate, and market our products with ease and it's so easy to manage.
Pros and Cons
  • Manageability
  • Tech support
  • User-friendly
  • There is no least helpful about Genesys Cloud CX that I can think of.
Likelihood to Recommend
We use Genesys Cloud CX to connect to our customers nationwide. Genesys Cloud CX helped us connect to our customers effortlessly through voice, email, chat, voicebot, and social media. And with Genesys Cloud CX, we're able to exceed out targets, connect rate, and market our products with ease and it's so easy to manage.
February 28, 2023

Customer Experience

Verified User
Consultant in Information Technology
Building Materials Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Genesys Cloud CX is used as our Contact Center platform for our Customer Experience Team and for our clients and stockholders. I am currently the technical support of this tool. Basically, I am the level 2 support, and I am the one escalating to Genesys if the problem is beyond my scope.
Pros and Cons
  • Resiliency
  • Availability
  • Accessibility
  • Provide a semi-annual program or refresher course for at least the Supervisors
  • Updates on new features of the tool should be imparted
  • Improve support system
Likelihood to Recommend
The flexibility and reliability of the tool were tested during the pandemic that our operations continue without any issues for some of our users working anywhere as long as they are connected to the internet. This feature makes our life easier and stress-free.
February 28, 2023

Robust product with some room for improvements

Verified User
Technician in Information Technology
Pharmaceuticals Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We're currently using Genesys Cloud CX to provide contact center capabilities to our business activities, providing resilient call flows and a robust system for agents and supervisors to perform their daily activities. With the recent implementation of this solution we expect to have better quality overall on our services and be able to provide our customers the perfect experience through the system.
Pros and Cons
  • Easy to use interface for admins, supervisors and agents
  • One interface for all needed tools, views and capabilities
  • No additional software needs to be installed
  • Easy provisioning for new agents or supervisors.
  • Export reports customization (company logo, flexibility to modify data)
  • "Not responding" status feature should be available to be abled / disabled at will
  • Improvement with external contacts (by division, by queue)
Likelihood to Recommend
Doesn't matter if it's a simple call flow or a complicated one, Genesys Cloud CX has adapted our needs. It's well suited for customer services where a single supervisor can easily see real time data about all interactions, monitor agent statuses and perform any change in a matter of seconds with all tools in a single view.
February 14, 2023

Genesys Cloud CX for IVR is a Win

Verified User
Engineer in Information Technology
Financial Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
We use Genesys Cloud for our IVR portion of our incoming calls.
Pros and Cons
  • Inbound call inflows - easy to build and understand
  • Data tables - allows for flexible configurable experiences
  • Genesys provides an unending amount of documentation that is up to date and relevant.
  • An excellent user community that has a vast variety of topics discussed and experienced users to provide direction, along with Genesys and partner engineers.
  • Sorting/ordering different elements within their CX UI
  • Version control and organization could be improved to allow for archiving of old flows
  • Flow portability could be improved for managing flows across environments/orgs
  • Allowing for sticky notes for commenting flows, menus, reusable tasks, etc...
Likelihood to Recommend
The BYOC for an IVR using Genesys Cloud CX is a very good example of where solution does well.
February 08, 2023

Best all in one Product on the market today!

Verified User
Engineer in Information Technology
Hospital & Health Care Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
We use Genesys Cloud CX for everything. Voice, Chat, SMS, WEM, etc. Genesys Cloud CX addresses all call center "problems" in one platform.
Pros and Cons
  • Voice
  • Routing
  • Analytics
  • WFM
  • Built in Reporting
  • Surveys
Likelihood to Recommend
Subjective. But Genesys Cloud CX can be easily scaled to fit for the business needs for a large or small company. If you do not need WEM for a small business, you do not have to purchase it.
February 07, 2023

On-Prem to Cloud with no fuss and no mess!

Verified User
Manager in Customer Service
Financial Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
We needed to move off our legacy platform Genesys Engage, into a newer cloud based solution. Genesys Cloud CX won out in all our criteria categories. It allowed us to move off-prem and eliminate a large portion of our physical infrastructure. Moving us into a managed AWS cloud solution, that brought all the security and reliability we needed. Also moving away from a product that always required professional services or specialized implementation partners, to simple low code / no code design and configuration reduced our ongoing IT requirements significantly. With Genesys Cloud CX continuous improvement process (think Apple or Microsoft), we're always up to date and there is no down time to upgrade or get new features, you simply choose to turn the features on when it suits your business best with a tick of a box, there is so much out of the box ready to go to fast track you into features like speech and text analytics, workforce management, sentiment analysis. We wish we had switched over sooner
Pros and Cons
  • IVR / Call Flow / Routing
  • Speech & Text Analytics
  • Workforce Management
  • Workforce Engagement
  • Reliability
  • User Import tool is outdated and needs an upgrade
  • Agent Script page building is old and hard to work with
  • Some of the admin features are from the original build and could use some improvement
Likelihood to Recommend
Genesys Cloud CX can be a one stop shop for all your contact center needs. One recommendation I would make is be sure of what your own roadmap for channels is before selecting there highest tier license, you don't want to be paying for items that you aren't going to use for a year, because your business isn't ready for the change, the features and the system are excellent and easy to use and deploy, your company & leadership need to be ready to adopt it though. Don't recreate what you have, take the time to think about it strategically of where you want to be and what kind of experience you want your customers to be on
January 03, 2023

Genesys areas of opportunities

LC
Luis Manuel Cervantes Castro
Workforce Manager
Vervent (Financial Services, 501-1000 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use Genesys on our call center operation it has been helpful from the workforce standpoint as we make forecasting and KPI tracking in real-time and for planning. The scheduling feature helps us with the agents in terms of better follow thru with the planning and adapting to the behavior from the interval, day, etc.
Pros and Cons
  • Forecasting
  • Intraday
  • Queue performance
  • API Connectivity
  • Scheduling automatic assignment of breaks and lunch, consistently.
  • Customize reports
  • Provide details as in who change what and when. (changes log)
  • Customer service and resolutions
Likelihood to Recommend
On the setup, it was fast, not so easy but straightforward. Implementing the WFE solution was simple but time-consuming. It could improve with the ability to copy and paste BU, MU, and also information between them. While scheduling is smart to automatically assign breaks and meals adaptive to the interval requirements and keep consistency for the agents.

Pour issue resolution.
December 18, 2022

Genesys Cloud CX Implementation.

Verified User
Professional in Customer Service
Information Technology & Services Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use Genesys Cloud CX for contact center services. Implementing Voice and Chat routing solutions as per business needs. We have bigger scope to implement other services from Genesys Cloud CX soon, like Workforce management, outbound calling, recording, sharing, etc. We recently started migrating from on-premises Genesys to Genesys Cloud solutions, primarily working on routing projects.
Pros and Cons
  • Easy to implement Voice and Chat routing solutions.
  • Outbound capabilities.
  • WEM solutions.
  • API integrations.
  • Reporting analytics.
  • Accessibility on logs.
Likelihood to Recommend
Best for Voice routing solutions, Inbound and Outbound, including Voice and Chat, and we are exploring on integrations with other CRM systems. So far, we are good with the solutions from Genesys Cloud CX as per our business needs and implementing WEM solutions also. All the configurations are done at one portal login, and this is the best so far.
December 18, 2022

Genesys Cloud CX Integration.

Verified User
Professional in Engineering
Human Resources Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Use GGloud for Contact Center Routing, and Issues would be related to Agent Login/Routing issues/No Queue showing reporting reports/Call disconnections/Even use WEM for Workforce management and take/look at user schedules and Call back as well. Overall we use G cloud for complete Contact Center Operations and Routing logic.
Pros and Cons
  • Routing Is very easy create and use.
  • Reporting views are up to mark what Super visors are looking.
  • Work Force Management is very good and easy to navigate using WEM.
  • API Integration.
  • Reporting Templates which does have some analytics can be improved.
  • CRM/SalesForce Integrations should be authenticated more precisely rather than just a single token.
  • OutBound Dialing has got many options to choose which is more confusing.
Likelihood to Recommend
Using Architect views for G cloud for complete Contact Center Operations and Routing logics and easy deployment with other User-Friendly Interface Easy API Integration with less Authentication Work force management reporting Templates which do have some analytics can be viewed OutBound Dialing has got many options to choose from. Most of the work is done on the IVR partition itself.
December 16, 2022

Smaller Call Centre in Australia

Verified User
Paraprofessional in Customer Service
Insurance Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use Genesys Cloud CX to manage all our sales and service communication information, quality data, and operational data. We also use the system to forecast and schedule our workforce. The system allows us to streamline our voice, online, and webchat communication with our members while including this information in its forecasting ability We use the system data to make business decisions as well as R&R for our department staff.
Pros and Cons
  • Data - the system has a great range of data available for download that allows for good decision making
  • Routing - the system has an advanced call and communication routing system that allows us to route calls, webchat, and email
  • Ease of Use - our employees can access their schedules remotely and get notified of changes in real-time
  • Forecasting - when a forecast is updated it doesn't currently have the ability to update schedules attached to that forecast, I believe this is in the works of changing
  • Leave - the system doesn't have an integrated leave management system. It does have some capacity but not to the level of what we need
  • Reports - the off-the-shelf reports don't meet our needs and we have had to invest in getting reports made to our specifications, but well worth it
Likelihood to Recommend
The software works really well for call routing especially if it is an easy change, these can be done by myself with minimal fuss. Where we want to attach a new voice recording or an option we need to send this off to our partner to be completed as it isn't able to be done by a "layperson" such as myself. Its scheduling capacity is improving all the time and new functions and capabilities are being added all the time which is great. We currently schedule for under 100 people and find that this system meets the majority of our needs easily.
December 14, 2022

Fantastic Omni-Channel Contact Centre Solution

Verified User
Technician in Information Technology
Education Management Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
While we initially implemented Genesys Cloud for our IT Service Desk team, we've not also rolled it out to several teams across our organisation with much success. While it's primarily used for incoming and outgoing voice calls, our IT Service Desk also uses it to receive tickets from ServiceNow and customer Chats. We've also implemented a chatbot for the IT Service Desk team so customers can self-help first, then go through to an agent if required. Additionally, our IT Service Desk is also trialling Genesys's built-in Gamification platform. Coming from nGUVU, it was an easy adjustment and we've found that having the features baked into the platform instead of adjacent to it provides our agents with a much better user experience. Several teams across the organisation are also using the Workforce management features, which has been very successful.
Pros and Cons
  • Customer Interactions
  • Agent Monitoring
  • User Experience
  • Workforce Management
  • Gamification
  • Learning Modules, specifically stats around how each question was answered and telling agents what the correct answer is if they answer incorrectly
Likelihood to Recommend
Having worked in IT Contact Centres for over a decade, I can confidently say Genesys is the best contact centre solution I've used. It has a lot of depth and so much potential for customisation. It's a fantastic tool to reach your customers via multiple channels in one place, along with fantastic tools for agent monitoring, coaching and engagement.
December 14, 2022

Great system for managing contact center environment

Andrew Saltonstall | TrustRadius Reviewer
Andrew Saltonstall
Telecom Technician
Pensacola Christian College (Higher Education, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use it for our Admissions, Promotions and Business Office. Before Genesys, we had no measurable way to track productivity or measure quality assurance. Genesys has helped us measure and implement both of these features. It has improved our efficiency and our productivity. Additionally it has added much more robust reporting capabilities we didn't have before, especially with its integration into Salesforce, and use of dashboards for real-time reporting.
Pros and Cons
  • Reporting.
  • Quality management.
  • Agentless campaign.
  • Integrations
  • Architect.
  • More customization with phone settings.
  • Utilization settings.
Likelihood to Recommend
Genesys cloud is very well suited for a multi menu IVR with agents waiting in queue to take calls. Features such as Agentless campaigns, Callback options, and SMS campaigns make it useful in a Contact center environment. It's less than ideal for someone who wants to use it as just a non-ACD phone.
December 09, 2022

Genesys Cloud CX Review

Verified User
Employee in Customer Service
Retail Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
I am responsible for access management, so I use it mainly for user administration. I also create and maintain schedules. I assist with troubleshooting when an incident has been raised to our IT department. I work together with another department to maintain the Divisions and the role permissions. Delivering training about user management and schedules are part of my responsibilities as well. I use Genesys Cloud CX mainly to add new users to the system. I also add the WebRTC phone and, if needed, assist with removing interaction IDs.
Pros and Cons
  • Bulk import
  • Schedules
  • Great resource center
  • Third party mail application
  • Chat possibilities
  • Search functions in general
  • Permissions should be better divided per role
Likelihood to Recommend
The third-party mail application is slow and not so user-friendly. Agents seem to struggle navigating and have a hard time getting used to the application. The search function is not so good. When I search for users in a location, and I select one user, the system does not remember that I searched for users in a specific location, so I need to select every time the location again. Bulk import is a great feature when you work with user admin. Also, the way that schedules can be created according to different time zones is amazing.
December 05, 2022

A breath of fresh air vs historical telephony systems

Verified User
Analyst in Professional Services
Financial Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
The Genesys CX system was used as a replacement for an historical VoIP service that we had many agent issues with, notably home working staff. Since changing over to the cloud offering, the number of IT tickets raised against our telephony systems has decreased by over 90%. The handling of sub-par and unreliable internet connections is dealt with well by the Genesys system whereby our abandonment rate for calls has seen a significant dip to our customers benefit. The product offers a wealth of options to expand and improve our customer journey, with a discovery piece now being in place to leverage more tools such as webchat, bots and email integration.
Pros and Cons
  • Handling of sub-par internet connections in calls
  • Easy to use GUI
  • Wealth of third party tools in the App Foundry
  • Comprehensive support documentation
  • Workforce management tools need improving
  • Easier access to test and try App Foundry tools
  • More advertisement on GUI changes
Likelihood to Recommend
- Dealing with lack luster internet connections whilst an agent is on a call
- Significant gains in MI reporting
- Great oversight on agent behaviours and after call work interaction
- Improved (over historic telephony systems) view on the customers call journey, from queue time to wrap
- Excellent dashboard configuration tools with easy to use design functions
November 29, 2022

The Dawn of a New Era Through Our New Telephony Platform, Genesys Cloud CX!

Verified User
Manager in Information Technology
Non-profit Organization Management Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We recently switched to Genesys Cloud CX as our telephony platform for our contact center. We use it for our agents, management, reporting, workforce management, and quality assurance. We initially started with a dozen people on the platform and now have 400 on there. We have been happy with our decision to switch to Genesys.
Pros and Cons
  • Answering phone calls
  • Integrates multiple systems into one platform
  • Extremely stable
  • Reporting overall is lackluster
  • Finding time in secondary statuses is almost impossible out of the box
  • Due to having so many features, navigation can be confusing for new users
Likelihood to Recommend
Genesys Cloud CS really has expanded the overall capabilities we have from our telephony platform. Having WFM and QA integrated makes things much easier for everyone involved. The call quality and omnichannel capabilities are top notch. We really have nothing to complain about in those areas. The only downsides are the learning curve for new users and the reporting being not great. Reporting changes are on their road map, so hopefully it will get better.
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