Genesys Cloud CX Review
September 07, 2022

Genesys Cloud CX Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

Genesys Cloud CX offers all-around telephony and scheduling platform that is easy to use. We utilise Genesys Cloud CX for our inbound calls and chats, as well as outbound dialer management. Genesys Cloud CX continually seek out new ideas and take on board customer feedback to enhance their overall offering and keep them up to date with competitors. However, updates can take a while to materialise, and then there seem to be too many updates in a short space of time, which can be overwhelming and certain aspects missed. The Genesys team is however very helpful in seeking resolutions to issues raised.

Pros

  • Keeping up to date with competitors
  • Continuous improvement - weekly updates
  • Architect
  • Workforce management

Cons

  • Enhancing too many different fields at same time instead of focusing on one area
  • Reporting aspects
  • Customisation
  • Realtime visibility
  • Everything in one place
  • Self service
  • The overall price point is cheaper than some competitors, so overall price vs. product works well
  • Cost savings
  • Quality monitoring to support RFT
Some aspects are easier to reach in Genesys Cloud CX, whereas other solutions require you to log into multiple links. However, I do miss the opportunity to drill down on reporting that is available in other solutions, such as Verint. More options to customise, particularly in the reporting aspect, would be great.

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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Genesys Cloud CX is a great system for contact centre operations. The team is continuously improving the service offering and taking customer feedback on board which is vital in helping them deliver a product keeping in line with industry standards. Genesys Cloud CX encourages involvement from its clients by recommending system improvements that other customers can vote on to ensure they prioritise updates that truly matter.

Genesys Cloud CX Feature Ratings

6.0
Agent dashboard
7
Outbound response
7
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
5
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
6
Call tracking
8
Multichannel integration
2
CRM software integration
7
7.0
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
8
Call analytics
8
Historical reporting
5
Live reporting
5
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

Easy to use solution. The Resource centre is available with lots of useful guides detailing step-by-step how to turn different functions on and how to make the best usage out of each. There is also a GCap community where you can communicate with other Genesys Cloud CX users in a variety of forums and discussions.
ProsCons
Like to use
Easy to use
Technical support not required
Consistent
Quick to learn
Feel confident using
Familiar
None
  • Workforce management
  • Queue and skill creation
  • Architect
  • Reporting - needs more scope
Yes - We haven't integrated this option yet; however, it is something we are planning to do in the near future.

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