Genesys Cloud CX

Score8.6 out of 10

844 Reviews and Ratings

What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Categories & Use Cases

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Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Multichannel integration
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
Category average: 8.4
Call analytics
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..
Category average: 8.5

Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.8
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.2
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.1

Marko Milic View profile

Senior Customer Experience Team Lead in Customer Service at Aterian, Inc (51-200 employees employees)

Use Cases and Deployment Scope

Our main problem was fragmented systems and inefficient use of resources. Our team was dissatisfied, our customers were unhappy, and we had no insights into our customers' problems and feedback. One of the biggest reasons we wanted to move to Genesys Cloud CX was to have a one-stop shop and the ability to customize the platform to work for our needs.

Pros

Agentic AI and Co-pilots.
WEM and WFM.
Open APIs and Reporting.

Cons

Ability to customize dashboards with time and count based KPIs on one widget.
Ability to reassign parked interactions when agents are out of office.
Missing calendar-based routing overrides with a simple block range date toggle.

Return on Investment

65% TCO reduction.
25% increase in efficiency.
33% increase in agent satisfaction.

Alternatives Considered

Zendesk Explore, Gorgias, RingCentral Contact Center, Dialpad Support and Fin by Intercom

Other Software Used

Microsoft Power BI

Rechelle McConnell

Systems Administrator in Information Technology at Christian Broadcasting Network (1001-5000 employees employees)

Use Cases and Deployment Scope

Before, we were using the on-premise, which is peer connect, and it was a lot of trouble. You're waiting for the upgrade, and then sometimes there's some outage, so there's too much dependency. But now, with Genesys Cloud CX, it updates and upgrades for you. You don't have to wait for it, and it doesn't affect the operations.

Pros

I really love the architect when we're building the call flows for inbound, the email SMS chats, and it's just playing, but there's just so much that you could do. And it's, so you can drag and move the functions and actions, and unlike our previous product, you have to click here and go to different tabs, but here you can access almost everything in just one page.

Cons

It's just the outbound part. It's missing a lot of features that we used to have. So, after talking to one of the ones who's demoing for the outbound, it looks like it's coming. So it's there is anxiety of not having those important features for our outbound campaigns

Return on Investment

You may have a negative impact because jumping to a big product, there's so much to offer, so much to learn. It's a big adjustment for all the employees and even the agents. But it's worth it. And we're seeing that as time goes by, agents are adapting to the new software and also the IT department. But we need to keep moving because technology is really growing fast, and we can always be behind

Ivan Nedeljkovic View profile

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

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

Return on Investment

Only issue is that everything cost a lot
Implementing suggested ideas and listening to consumers should happen more

Edgar Dreger View profile

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

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

Return on Investment

Negative: Costs.
Positive: Flexibility to provide better customer experience.
Positive: Productivity of the IVRs

Alternatives Considered

NiCE CXone Mpower, CRM and Deals for Zendesk and Amazon Connect

André Filipi de Lima Costa View profile

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

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

Return on Investment

good
satisfactory return
cx is very good
bom
retorno satisfat[orio
cx é muito bom

Alternatives Considered

11:11 Public Cloud

Other Software Used

AceRoute, Akamai API Gateway, AI/ML API

Usability

Genesys Cloud CX

What is Genesys Cloud CX?

Categories & Use Cases

Media

Key Features

Top Performing Features

Recording

Multichannel integration

Call analytics

Areas for Improvement

Inbound call routing

Customer surveys

Call scripts

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Usability

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