Genesys Cloud CX Reviews & Ratings 2024

Q: What are Genesys Cloud CX's top competitors?

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

Starting at $75 per month

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.

Recent Reviews

Growing Solution that Solves all OCS needs.

10 out of 10

April 11, 2024

Genesys Cloud CX is our primary platform for omnichannel communications. We utilize it for calling, SMS, Webchat, and Email. Migrating to …

Great for UCaaS and CCaaS in one

9 out of 10

April 03, 2024

Incentivized

We use Genesys Cloud CX for UCaaS and CCaaS. Their cloud based architecture and soft phone capability, along with advanced reporting, call …

Seamless migration, simple to use.

9 out of 10

February 15, 2024

Incentivized

We use Genesys to route our contact center calls & emails. Previously we had an outdated call center with limited reporting and routing …

Close your sales calls effectively

9 out of 10

January 12, 2024

Incentivized

When I initially started working at [...] we had a calling tool called Avaya, but the calls that we used to make to the international …

Genesys Cloud CX met or exceed expectations.

9 out of 10

January 11, 2024

Incentivized

Our organization uses Genesys Cloud CX to stay in continual communication with fellow team members, and to better serve our membership. …

Genesys Cloud CX Review

8 out of 10

January 10, 2024

Incentivized

We use the voice, messaging, and email channels as well as chatbot over 4 departments and possibly one more in the near future. …

Genesys Cloud CX Review

8 out of 10

January 04, 2024

Incentivized

It's the base of our contact center operations. We run everything out of it, so our full-time daycare, our backup daycare, we do tuition …

Seamless call routing, with constant updates with Genesys Cloud CX.

10 out of 10

December 18, 2023

Incentivized

In the organization we have this excellent and robust routing tool in all commercial areas, in terms of the most suitable choice of …

Kore.ai integrated to Genesys for a powerful product.

6 out of 10

October 18, 2023

Incentivized

We are integrated into your cloud, and any automation outsourcing you want to do can be done through Kore. We integrate it with our Ccaas …

Genesys Cloud CX Review

8 out of 10

September 29, 2023

Incentivized

Through our expanding activity in customer care, we decided to diversify our operations using the Genesys Cloud platform. What for? To …

Genesys Cloud CX Review

10 out of 10

September 29, 2023

Incentivized

We have two teams that use Genesys Cloud CX. We have our contact center, so they manage our inbound calls from our customers, and we've …

Genesys Cloud CX Review

10 out of 10

September 29, 2023

Incentivized

We moved from Avaya. We're utilizing it for UCAS and CCAs. We're doing everything we can to better maximize our customer experience …

Genesys Cloud CX Review

9 out of 10

September 29, 2023

Incentivized

We are using Genesys Cloud CX to close as our main solution for the call centers. We have currently 10 different tenant organizations and …

Genesys Cloud CX Review

9 out of 10

September 29, 2023

Incentivized

We have actually been on the engaged platform for several years now, close to 15 years. So one of the things with the Engage platform is …

Genesys Cloud CX Review

10 out of 10

September 29, 2023

Incentivized

I use the solution very often to give demonstrations to my customers. I use the voicebot functions and video support. With the solution, …

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How Genesys Cloud CX Differs From Its Competitors

CX Automation Performance

Our call flows are more efficient and our dialer campaigns are well optimized and dynamically paced due to automation tools that Genesys Cloud CX provides. Overall it is a great experience for all.

Migration Experience

Genesys Cloud CX makes it incredibly easy to set up a new site and integrate it into our existing system. When we start a new location it can be up and running, fully intertwined, with no issues on our end. This drives a perfect experience for our end users and customers.

CX Automation Performance

We've not yet built out this in our organization, but are setting a new strategic objective to do so given the tools that Genesys Cloud CX has

Incentivized

Migration Experience

Very easy to use, and the sentiment analysis and call analytics are very helpful

Incentivized

CX Automation Performance

Currently, we are using Salesforce knowledge and don't currently utilize knowledge management.

Incentivized

Migration Experience

Migrating to G CX was a lot simpler than I had imagined, especially using an old legacy system previously.

Incentivized

CX Automation Performance

With the inclusion of Genesys Cloud CX at [...], we were able to give out contact numbers along with our extension number to customers, via email or voicemail, but if the customers called me at a time when I was on another call they would be get connected to the next best agent who is free, this …

Incentivized

Migration Experience

Migration to Genesys Cloud CX was pretty easy. THe tool was very easy to use and we could easily train new employees. THe user experience was became much better once we started using Genesys Cloud CX, previouslt there were many that were either not connected or the reciever couldn't hear our voice …

Incentivized

CX Automation Performance

Our management team is continually searching for and evaluating ways to improve internal and external service and performance. As an organization grows, there is nearly always a need to automate some aspects of the business. Genesys Cloud has helped us in that regard.

Incentivized

Migration Experience

As we have grown, we've had no issues with the usability of Genesys Cloud CX; it has scaled nicely with our business without sacrificing the user experience.

Incentivized

Migration Experience

Migration was excellent. It was simple and no issues. Agents did have some training issues, but that was our fault for not enough change management.

Incentivized

CX Automation Performance

We're actually just now looking to finally get into doing some of that, so I don't really have much to speak on it yet. We started using the knowledge base and documents and stuff, building it out for internal purposes, still building that, and then that's kind of the next jump, trying to build …

Incentivized

Migration Experience

Honestly, on that one, again, I'm not the best person. We were already integrated when I got into this role.

Incentivized

CX Automation Performance

It is very important the automations linked and associated to our customers, they speed up the work in general very well.

Incentivized

Migration Experience

Positive customer impact is achieved from day one, data is loaded automatically and we perform migrations without complicated processes.

Incentivized

CX Automation Performance

I am not that technical. But essentially interactive voice response is the future, as opposed to pressing 1 for an action then pressing 8 for the same and then 9 to connect to a customer agent, people want to just, on the go talk to the IVR that they want to be connected to a live agent immediately.

Incentivized

Migration Experience

Improved customer satisfaction is directly proportional to the goodwill of the company. So this is needed since Genesys is in most Fortune 2000 customers; transactions are in millions, so basically scalable to the biggest companies in the world, highly scalable and improved customer stability …

Incentivized

CX Automation Performance

For the project that I mentioned to you, Genesys Cloud CX is part of the entire interaction platform for that specific contractor. We adopted the tool, and all the writing of this tool was done, for example, for a solar energy operation company. And then we can leave the entire sales script, all …

Incentivized

Migration Experience

This is where I think Genesys has adapted best in Brazil - as a CRM for customer service. It generates a different experience for our customers because it gives this omnichannel approach - as I said before. There, it really changes the experience of our customers.

Incentivized

CX Automation Performance

We've got our internal, we use some self-help bots for our customers. If they contact ICT and they need to reset their password, for example, we can help them through that process without them needing to talk to an agent. If they've got stuck in a particular part, we can then offer them help based …

Incentivized

Migration Experience

When we selected Genesys Cloud CX, our build time took around three months. We've got quite complex routing for our emails that come in and Genesys made that so much easier for us. We could start to pick out keywords from the subject or the body of the email and that really helped us get those …

Incentivized

CX Automation Performance

It plays a huge role for us. We're actually moving into that doing a lot more. We wanted all of our members, when they called in, to get that real human experience. We deal mostly with seniors as they've become more tech-savvy, and a lot of them prefer the self-service options. So we've made that …

Incentivized

Migration Experience

I think the scalability. Actually, it was one of the bonuses where we are constantly modifying it. We are constantly adding stuff, tweaking features, and figuring out new ways to do things and in the long run it's helped both of our agents, which when our agents are working more efficiently, helps …

Incentivized

CX Automation Performance

We have implemented bots that are connected to the information system for our customers. By doing that, we can get information about the person who's calling us, so we can provide a dedicated journey and we can provide the best answers to these users for knowledge. It's still quite complicated …

Incentivized

Migration Experience

Migration for Genesys Pure connect to Genesys Cloud CX was quite easy, but a little bit long because we're not one customer, but I have about 100 different one. It has improved the journey of the users due to the bots and the connections to our information systems. The migration of data, we didn't …

Incentivized

Migration Experience

The migration process to Genesys Cloud CX has been pretty simple. Provided we kind of have the right requirements laid out and all that. So the knowledge of the product, while it's actually pretty easy to get started using like I said, architect and stuff, there is some bit of a learning curve …

Incentivized

CX Automation Performance

This is clearly central. Today, we're already using voicebot functionalities and automating certain processes. When a mass incident occurs, all users who contact support need to be informed automatically. That's what we've put in place today.

Incentivized

Migration Experience

There's a real difference between the Genesys PureConnect and Genesys Cloud solutions. We've been able to provide our customers with many more new features and much more natively, so it's much easier to implement.

Incentivized

CX Automation Performance

Over the next few years, we want to be able to integrate the Messenger web functionality. I sincerely believe that this type of functionality will improve the customer experience by eliminating the need for the customer to repeat themselves every time there's an interaction with an agent. …

Incentivized

Migration Experience

Our implementation of Genesys Cloud CX was quick. We implemented Genesys Cloud CX with the help of our partners in less than three months. We went step by step, first integrating the basic functionalities, which are essential for managing a customer contact center. One of the challenges we still …

Incentivized

CX Automation Performance

As far as I'm concerned, the agent knowledge base is really managed a bit separately from Genesys. We have a portion of Genesys with Salesforce, so there's a knowledge base hidden there. On the other hand, there's no knowledge base. I'm not sure whether we're making full use of that part, but I'd …

Incentivized

Migration Experience

I wasn't there when the company moved from PureConnect to PureCloud, but I heard that the integration went well. That was a big project for everyone, moving from the old to the new. Now I'm inheriting it, I'm managing the CX Cloud. But clearly, the integration required a lot of preparation. Of …

Incentivized

CX Automation Performance

They have a lot of articles that go with educating. For us, it's our technology team that helps us implement this. I would say, I don't think we could do it by ourselves completely. We have a really great app development team that helps us with this kind of stuff, but we've partnered with Star …

Incentivized

Migration Experience

As far as the impact to our customers, from their point of view, I don't think they see really much of a difference because they're only really interacting with it when we are calling them at this point. As far as the data migration goes, I wasn't as big of a part of that process, but it all …

Incentivized

CX Automation Performance

we are currently looking into this feature to find how it can be beneficial on our side

Incentivized

CX Automation Performance

Right now we're not taking advantage of this, but plan to in the future. Having suggested responses would be helpful for our agents.

Incentivized

Migration Experience

We didn't migrate any data when we migrated to Genesys Cloud CX.

Incentivized

CX Automation Performance

Helps reduced contacts which frees up time for reps and other users.

Incentivized

Migration Experience

It is much better to help keep organized callers and patient information.

Incentivized

CX Automation Performance

It plays a great role, the ability to offer automated bot services to help with FAQ is a great addition and feature rich!

Incentivized

Migration Experience

We migrated from an onprem Avaya Contact Center elite platform to Genesys cloud with ease, the system was setup like for like and the ability to switch features on and trial functions on CX3 license level with no additional costs was an added bonus

Incentivized

Migration Experience

We hit roadblocks during 1 of our implementations, which wasn't attributable to Genesys Cloud CX fully, but a combination of business practices, Lex, and other integrations.

Incentivized

CX Automation Performance

We have just started digging into knowledge management, but early returns have been promising this far.

Incentivized

Migration Experience

We migrated a while back. From my recollection, it was a relatively smooth process.

Incentivized

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

Ever expanding feature catalogue
Publicly accessible training

Verified User

Engineer in Information Technology

Automotive Company, 1001-5000 employees

AI integration
third party integrations

Verified User

Director in Information Technology

Financial Services Company, 201-500 employees

Video Reviews

12 videos

View Playlist

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

View all pricing

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

7.9
Agent dashboard
(367) Ratings
Enables agents to track and view their individual and team performance.
7.9
Validate callers
(320) Ratings
Authenticates inbound callers with a customer ID.
7.7
Outbound response
(285) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
8.3
Call forwarding
(309) Ratings
Forwarding of calls to the appropriate agents.
8.4
Click-to-call (CTC)
(247) Ratings
Allows one-click calling for agents.
8.5
Warm transfer
(354) Ratings
Allows current agent to speak with new agent before call is transferred.
7.8
Predictive dialing
(210) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
8.3
Interactive voice response
(301) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
8.2
REST APIs
(253) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
8.3
Call scripts
(282) Ratings
Providing agents with a predefined conversation script.
8.5
Call tracking
(345) Ratings
Enables agents and managers to see the origin of the call.
8.3
Multichannel integration
(277) Ratings
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
7.8
CRM software integration
(267) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Workforce Optimization (WFO)

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

7.8

Avg 8.3

8.5
Inbound call routing
(341) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
8.1
Omnichannel inbound routing
(259) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
8.5
Recording
(346) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
8
Quality management
(316) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
7.9
Call analytics
(327) Ratings
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..
7.6
Historical reporting
(340) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
7.8
Live reporting
(335) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
6.6
Customer surveys
(200) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
7.6
Customer interaction analytics
(242) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

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Product Details

About
Integrations
Competitors
Tech Details
FAQs

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

Show Unsupported 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 organization

Screenshot of a dashboard where agents can see the activities in their queue

Screenshot of a dashboard where contact center managers are shown key metrics

Screenshot of the built-in Call Center Co-browsing capability

Genesys Cloud CX Integrations

Genesys Cloud CX Competitors

Genesys Cloud CX Technical Details

Deployment Types	Software as a Service (SaaS), Cloud, or Web-Based
Operating Systems	Unspecified
Mobile Application	Apple iOS, Android
Supported Countries	Canada, 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 Languages	Arabic, 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 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

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Attribute Ratings

Reviews

(1-25 of 402)

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Companies can't remove reviews or game the system. Here's why

April 11, 2024

Growing Solution that Solves all OCS needs.

Verified User

Engineer in Information Technology

Automotive Company, 1001-5000 employees

Score 10 out of 10

Vetted Review

Verified User

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

100%

10.0

Agent dashboard: 100%
10.0
Validate callers: 100%
10.0
Outbound response: 100%
10.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 100%
10.0
Predictive dialing: 100%
10.0
Interactive voice response: 100%
10.0
REST APIs: 100%
10.0
Call scripts: 100%
10.0
Call tracking: 100%
10.0
Multichannel integration: 100%
10.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

100%

10.0

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 100%
10.0
Historical reporting: 100%
10.0
Live reporting: 100%
10.0
Customer surveys: 100%
10.0
Customer interaction analytics: 100%
10.0

Omnichannel support

N/A

Predictive Analytics

N/A

April 03, 2024

Great for UCaaS and CCaaS in one

Verified User

Director in Information Technology

Financial Services Company, 201-500 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

81.53846153846153%

8.2

Agent dashboard: 90%
9.0
Validate callers: 80%
8.0
Outbound response: 90%
9.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 80%
8.0
Warm transfer: 90%
9.0
Predictive dialing: 80%
8.0
Interactive voice response: 50%
5.0
REST APIs: 50%
5.0
Call scripts: 80%
8.0
Call tracking: 90%
9.0
Multichannel integration: 100%
10.0
CRM software integration: 80%
8.0

Workforce Optimization (WFO) (9)

84.44444444444444%

8.4

Inbound call routing: 90%
9.0
Omnichannel inbound routing: 90%
9.0
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 80%
8.0
Historical reporting: 80%
8.0
Live reporting: 80%
8.0
Customer surveys: 50%
5.0
Customer interaction analytics: 90%
9.0

Omnichannel support

N/A

Predictive Analytics

N/A

February 15, 2024

Seamless migration, simple to use.

Verified User

Analyst in Customer Service

Consumer Goods Company, 5001-10,000 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

46.92307692307693%

4.7

Agent dashboard: 70%
7.0
Validate callers: N/A
N/A
Outbound response: 90%
9.0
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: 100%
10.0
Predictive dialing: N/A
N/A
Interactive voice response: 100%
10.0
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: 100%
10.0
Multichannel integration: 60%
6.0
CRM software integration: 90%
9.0

Workforce Optimization (WFO) (8)

83.75%

8.4

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 90%
9.0
Quality management: 90%
9.0
Call analytics: 100%
10.0
Historical reporting: 90%
9.0
Live reporting: 100%
10.0
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

January 12, 2024

Close your sales calls effectively

Rajiv Menon

Sales Development Representative

Sophos (Computer & Network Security, 1001-5000 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

76.92307692307692%

7.7

Agent dashboard: 90%
9.0
Validate callers: 70%
7.0
Outbound response: 80%
8.0
Call forwarding: 50%
5.0
Click-to-call (CTC): 80%
8.0
Warm transfer: 100%
10.0
Predictive dialing: 90%
9.0
Interactive voice response: 100%
10.0
REST APIs: 60%
6.0
Call scripts: 80%
8.0
Call tracking: 80%
8.0
Multichannel integration: 90%
9.0
CRM software integration: 30%
3.0

Workforce Optimization (WFO) (9)

46.66666666666667%

4.7

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 90%
9.0
Recording: 100%
10.0
Quality management: 70%
7.0
Call analytics: 10%
1.0
Historical reporting: 10%
1.0
Live reporting: 10%
1.0
Customer surveys: 20%
2.0
Customer interaction analytics: 10%
1.0

Omnichannel support

N/A

Predictive Analytics

N/A

January 11, 2024

Genesys Cloud CX met or exceed expectations.

Verified User

Strategist in Marketing

Banking Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

85.38461538461539%

8.5

Agent dashboard: 90%
9.0
Validate callers: 90%
9.0
Outbound response: 90%
9.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 90%
9.0
Warm transfer: 90%
9.0
Predictive dialing: 70%
7.0
Interactive voice response: 80%
8.0
REST APIs: 80%
8.0
Call scripts: 80%
8.0
Call tracking: 80%
8.0
Multichannel integration: 100%
10.0
CRM software integration: 80%
8.0

Workforce Optimization (WFO) (9)

90%

9.0

Inbound call routing: 90%
9.0
Omnichannel inbound routing: 90%
9.0
Recording: 90%
9.0
Quality management: 90%
9.0
Call analytics: 90%
9.0
Historical reporting: 90%
9.0
Live reporting: 90%
9.0
Customer surveys: 90%
9.0
Customer interaction analytics: 90%
9.0

Omnichannel support

N/A

Predictive Analytics

N/A

January 10, 2024

Genesys Cloud CX Review

Catherine Behrens

Business analyst

Esri (Computer Software, 1001-5000 employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

32.30769230769231%

3.2

Agent dashboard: 80%
8.0
Validate callers: 70%
7.0
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): 90%
9.0
Warm transfer: 80%
8.0
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: 90%
9.0
Multichannel integration: N/A
N/A
CRM software integration: 10%
1.0

Workforce Optimization (WFO) (9)

34.44444444444444%

3.4

Inbound call routing: 70%
7.0
Omnichannel inbound routing: N/A
N/A
Recording: 90%
9.0
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: 80%
8.0
Live reporting: 70%
7.0
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

January 04, 2024

Genesys Cloud CX Review

Daniel Cross

Systems Administrator

Bright Horizons (Education Management, 201-500 employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

December 18, 2023

Seamless call routing, with constant updates with Genesys Cloud CX.

Ellen Caroline Murphy Dixon

Administrator in Finance and Accounting

MD Financial Management | Gestion financière MD (Facilities Services, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

93.84615384615385%

9.4

Agent dashboard: 100%
10.0
Validate callers: 90%
9.0
Outbound response: 100%
10.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 90%
9.0
Warm transfer: 80%
8.0
Predictive dialing: 90%
9.0
Interactive voice response: 100%
10.0
REST APIs: 100%
10.0
Call scripts: 90%
9.0
Call tracking: 90%
9.0
Multichannel integration: 100%
10.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

88.88888888888889%

8.9

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 90%
9.0
Recording: 80%
8.0
Quality management: 80%
8.0
Call analytics: 80%
8.0
Historical reporting: 90%
9.0
Live reporting: 100%
10.0
Customer surveys: 90%
9.0
Customer interaction analytics: 90%
9.0

Omnichannel support

N/A

Predictive Analytics

N/A

October 18, 2023

Kore.ai integrated to Genesys for a powerful product.

Verified User

Manager in Sales

Banking Company, 501-1000 employees

Score 6 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

45.38461538461539%

4.5

Agent dashboard: 10%
1.0
Validate callers: 10%
1.0
Outbound response: 70%
7.0
Call forwarding: 50%
5.0
Click-to-call (CTC): 20%
2.0
Warm transfer: 40%
4.0
Predictive dialing: 20%
2.0
Interactive voice response: 80%
8.0
REST APIs: 20%
2.0
Call scripts: 50%
5.0
Call tracking: 90%
9.0
Multichannel integration: 100%
10.0
CRM software integration: 30%
3.0

Workforce Optimization (WFO) (9)

66.66666666666667%

6.7

Inbound call routing: 40%
4.0
Omnichannel inbound routing: 80%
8.0
Recording: 70%
7.0
Quality management: 40%
4.0
Call analytics: 90%
9.0
Historical reporting: 70%
7.0
Live reporting: 80%
8.0
Customer surveys: 80%
8.0
Customer interaction analytics: 50%
5.0

Omnichannel support

N/A

Predictive Analytics

N/A

September 29, 2023

Genesys Cloud CX Review

Raphael Souza Gonçalves

Executive Director

Concilig (Information Technology & Services, 10,001+ employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 29, 2023

Genesys Cloud CX Review

Verified User

Employee in Information Technology

Government Administration Company, 5001-10,000 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 29, 2023

Genesys Cloud CX Review

Verified User

Engineer in Information Technology

Insurance Company, 1001-5000 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 29, 2023

Genesys Cloud CX Review

Lionel FLORENCE

Directeur Users Digital Journeys

Helpline (Information Technology & Services, 1001-5000 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 29, 2023

Genesys Cloud CX Review

Bharat Kumar Rudrakshala

Senior Application Developer

Esri Incorporated (Computer Software, 5001-10,000 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 29, 2023

Genesys Cloud CX Review

Nicolas HOUEL DEVIENNE

Director of Innovation

Helpline (Information Technology & Services, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 29, 2023

Genesys Cloud CX Review

Verified User

Director in Customer Service

Information Technology & Services Company, 201-500 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 29, 2023

Genesys Cloud CX Review

Verified User

Employee in Information Technology

Insurance Company, 501-1000 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 29, 2023

Genesys Cloud CX Review

Aaron Rustebakke

Sales Manager

Beacon Funding (Financial Services, 51-200 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

August 18, 2023

Forecasting and Scheduling suggested add on

Edward Craig Maristela

Resource Planner

Travelport (Transportation/Trucking/Railroad, 10,001+ employees)

Score 5 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

66.15384615384615%

6.6

Agent dashboard: 50%
5.0
Validate callers: 70%
7.0
Outbound response: 70%
7.0
Call forwarding: 70%
7.0
Click-to-call (CTC): 70%
7.0
Warm transfer: 80%
8.0
Predictive dialing: 80%
8.0
Interactive voice response: 80%
8.0
REST APIs: 80%
8.0
Call scripts: 80%
8.0
Call tracking: 80%
8.0
Multichannel integration: 50%
5.0
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

68.88888888888889%

6.9

Inbound call routing: 70%
7.0
Omnichannel inbound routing: 50%
5.0
Recording: 70%
7.0
Quality management: 70%
7.0
Call analytics: 80%
8.0
Historical reporting: 60%
6.0
Live reporting: 60%
6.0
Customer surveys: 80%
8.0
Customer interaction analytics: 80%
8.0

Omnichannel support

N/A

Predictive Analytics

N/A

August 03, 2023

Tool for growth

Chandra Oakland, PMP

Sr. Manager

Maximus (Government Relations, 10,001+ employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

63.846153846153854%

6.4

Agent dashboard: 80%
8.0
Validate callers: N/A
N/A
Outbound response: 90%
9.0
Call forwarding: 90%
9.0
Click-to-call (CTC): N/A
N/A
Warm transfer: 60%
6.0
Predictive dialing: 90%
9.0
Interactive voice response: 100%
10.0
REST APIs: N/A
N/A
Call scripts: 70%
7.0
Call tracking: 80%
8.0
Multichannel integration: 80%
8.0
CRM software integration: 90%
9.0

Workforce Optimization (WFO) (9)

10%

1.0

Inbound call routing: N/A
N/A
Omnichannel inbound routing: 90%
9.0
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

August 03, 2023

Genesys Cloud CX filled our needs for a global solution for our contact centers.

Verified User

Manager in Other

Pharmaceuticals Company, 5001-10,000 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

58.46153846153846%

5.8

Agent dashboard: 90%
9.0
Validate callers: 90%
9.0
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: 90%
9.0
Predictive dialing: N/A
N/A
Interactive voice response: 100%
10.0
REST APIs: N/A
N/A
Call scripts: 90%
9.0
Call tracking: 100%
10.0
Multichannel integration: 100%
10.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

75.55555555555556%

7.6

Inbound call routing: 80%
8.0
Omnichannel inbound routing: 80%
8.0
Recording: 90%
9.0
Quality management: 90%
9.0
Call analytics: 90%
9.0
Historical reporting: 90%
9.0
Live reporting: 90%
9.0
Customer surveys: N/A
N/A
Customer interaction analytics: 70%
7.0

Omnichannel support

N/A

Predictive Analytics

N/A

August 01, 2023

Genesys Cloud CX does hospitality…

Verified User

Manager in Customer Service

Hospitality Company, 5001-10,000 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (12)

31.666666666666664%

3.2

Agent dashboard: 100%
10.0
Validate callers: 90%
9.0
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: 90%
9.0
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: 100%
10.0
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

33.333333333333336%

3.3

Inbound call routing: 100%
10.0
Omnichannel inbound routing: N/A
N/A
Recording: 100%
10.0
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: 10%
1.0
Live reporting: 90%
9.0
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

August 01, 2023

Review.

Verified User

Analyst in Information Technology

Insurance Company, 5001-10,000 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (9)

90%

9.0

Agent dashboard: 80%
8.0
Warm transfer: 100%
10.0
Predictive dialing: 100%
10.0
Interactive voice response: 90%
9.0
REST APIs: 90%
9.0
Call scripts: 90%
9.0
Call tracking: 70%
7.0
Multichannel integration: 90%
9.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

86.66666666666666%

8.7

Inbound call routing: 90%
9.0
Omnichannel inbound routing: 90%
9.0
Recording: 90%
9.0
Quality management: 90%
9.0
Call analytics: 80%
8.0
Historical reporting: 80%
8.0
Live reporting: 90%
9.0
Customer surveys: 80%
8.0
Customer interaction analytics: 90%
9.0

Omnichannel support

N/A

Predictive Analytics

N/A

August 01, 2023

Genesys Cloud CX review

Verified User

Manager in Sales

Consumer Services Company, 10,001+ employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

83.07692307692308%

8.3

Agent dashboard: 100%
10.0
Validate callers: 70%
7.0
Outbound response: 100%
10.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 100%
10.0
Predictive dialing: 50%
5.0
Interactive voice response: 80%
8.0
REST APIs: 70%
7.0
Call scripts: 80%
8.0
Call tracking: 60%
6.0
Multichannel integration: 100%
10.0
CRM software integration: 70%
7.0

Workforce Optimization (WFO) (8)

71.25%

7.1

Inbound call routing: 100%
10.0
Recording: 100%
10.0
Quality management: 70%
7.0
Call analytics: 60%
6.0
Historical reporting: 50%
5.0
Live reporting: 80%
8.0
Customer surveys: 30%
3.0
Customer interaction analytics: 80%
8.0

Omnichannel support

N/A

Predictive Analytics

N/A

August 01, 2023

CX Review.

Verified User

Vice-President in Information Technology

Insurance Company, 10,001+ employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Genesys Cloud CX Feature Ratings

Contact Center Software (13)

39.230769230769226%

3.9

Agent dashboard: 80%
8.0
Validate callers: 80%
8.0
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: 80%
8.0
Predictive dialing: N/A
N/A
Interactive voice response: 90%
9.0
REST APIs: N/A
N/A
Call scripts: 90%
9.0
Call tracking: 90%
9.0
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

23.333333333333336%

2.3

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: 70%
7.0
Historical reporting: 70%
7.0
Live reporting: 70%
7.0
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

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Genesys Cloud CX 1 - Voice

$75

Genesys Cloud CX 2 - Digital

$95

Genesys Cloud CX 2 - Digital + Voice

$115

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