Genesys Cloud CX

Score8.8 out of 10

846 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 forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.7

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: 8.3
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.2

Faye Carlos

Senior Customer Experience Manager in Customer Service at Aterian (51-200 employees employees)

Use Cases and Deployment Scope

As a customer experience manager in customer experience/e-commerce, Genesys has greatly helped us when our business went through a product recall just recently. We fully orchestrated a recall system within Genesys Cloud to make sure that we automate the steps for the recall needs.

Even before that, Genesys Cloud CX is our primary contact center platform since we normally receive high number of interactions and calls. In this specific case, Genesys Cloud allowed us to create a system and a queue that is solely designated for recalls with the help of fraud detection, duplication of the submission and safety and compliance related cases.

Pros

Call and contact routing has been a game changer for our organization. Customers get connected to the right person faster based on their specific needs.
Reporting and analytics, it gives me more visibility than the other tools I've used before. Since I am a customer experience manager, it is easier for me to track my team's real time performance and a lot meaningful coaching sessions since I have the complete data that I need during our conversation.
Integration with other tools has been flawless as well, it fits into our existing workflow in a straightforward way and it does not create a lot of friction because other platforms made that part a little painful to do.

Cons

I'd like to see in Genesys Cloud CX a full visibility of interactions even if you were not one of the handlers of the interactions. I think that is the only limited part of it, some interactions and its full context are not visible to other agents if they did not handle that specific contact.
Other than that, I think Genesys CLoud CX is perfect especially the way I use it and helps me in my day to day business needs.

Return on Investment

All of the impacts of Genesys Cloud on our overall business has always been positive. Let me start by cost savings, I previously mentioned that we went through a product recall. And unlike other companies, Genesys helped us greatly in automating our system and in return, we didn't have to hire a third party company to handle our recall SOPs.
Employee engagement, we utilized the gamification feature which has been a great addition to our employee experience. It keeps our agent motivated and engaged it a healthy competitive way.

Alternatives Considered

Zendesk Talk and Zendesk Chat

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.