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Genesys Cloud CX Review
December 06, 2021

Genesys Cloud CX Review

Erick Kendall Chacon Da Silva | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

This is a great software that helps me to get in contact with my clients to help them get their debt with the IRS resolved as well as help them with back on track on their tax filings. This software has really good sound quality and with a lot of features to be able to transfer live calls to different departments in an efficient way without disconnection and keep clients happy with our service.
  • Transfer calls.
  • Quality sound and connection.
  • International calls.
  • Lots of features like voicemail and caller ID.
  • Video calls.
  • 3 way calls.
  • Conference calls.
  • It has helped to improve the quality and volume of cases worked day by day.
  • Helps to get a better QA and make room for improvement by listening to the recorded calls.
  • Easy and friendly to use.

Do you think Genesys Cloud CX delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

It's great to check on teammates' availability or if they're in a meeting, as well as checking on the volume of their calls to check their productivity day by day. Also, change their status if they forget to set it on the correct one when they're out on lunch break or in a meeting.

Genesys Cloud CX Feature Ratings

9.9
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
9
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX (formerly Genesys Cloud)

Evaluating Genesys Cloud CX (formerly Genesys Cloud) and Competitors

Genesys Cloud CX is much faster and better quality with more futures to be able to interact with teammates and clients at the same time as well help with QA control to improve on our company. This product has everything we need when looking for a secure way, with no glitches, and without our clients' info being compromised.