Genesys Cloud CX Review
Updated July 21, 2022

Genesys Cloud CX Review

Matthew Aubin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We utilize Genesys Cloud CX for phone calls, e-mails, text messages, and chats. Genesys Cloud CX offers us self-service through an interactive IVR and a chatbot.
  • Chat Bot
  • Workforce Management
  • Architect
  • Weekly Enhancements
  • Reporting
  • Customization
  • Customer Care
  • Self Service
  • Reporting
  • Customization
  • With self service through the chat bot, this feature has saved us money and time.
  • Being able to review wrap-up codes has helped with routing customers to the correct location.
  • IVR capabilities has provided us creative ways to assist customers without speaking to a live person.
Genesys Cloud CX goes into way more detail than pureconnect did. We are able to do everything we need to all in one tool. We selected Genesys Cloud CX due to the technical advances and resources put into Cloud and how we can assist our customers and even better.

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?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Genesys Cloud CX is a great system for a contact center to use. This offers everything we are looking for when it comes to building an IVR and offering a chatbot to push self-service.

Genesys Cloud CX Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
8
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
8
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
7
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
10

Using Genesys Cloud CX

250 - The business functions that are represented in Genesys Cloud are Sales, Customer Care, Credit, and IT. These teams take calls, chats, texts, and e-mails when using Genesys Cloud. Currently we are utilizing Genesys for our chat bot needs that assists customers with questions and self help options 24/7. We utilize an outbound dialer to reach out to customers as well.