Genesys Cloud CX, best of breed Cloud CX platform
October 10, 2022

Genesys Cloud CX, best of breed Cloud CX platform

Joe Ulrich | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud for our CX needs wholistically within the organizaiton. It handles everything from Inbound calls to outbound calls, emails and soon to be web chat. The tool set provided by Genesys Cloud CX has enabled us to more easily manage the customer experience and agent experience to improve every aspect of our business.

Pros

  • Call Routing.
  • Email Routing.
  • Work Force Management.
  • Call / Interaction Analytics.
  • Integration to other Systems.

Cons

  • Historical report of agent activity.
  • Reporting of a customer interaction, cradle to grave
  • Ability for parking a call in a general hold line for an answer from another individual.
  • Genesys Cloud Voice.
  • Single Sign-on.
  • Skill-Based Routing.
  • Web Based Phones.
  • Genesys Cloud CX voice call rates are much better than we can get on our own which is a huge positive.
  • No infrastructure needed onsite for Genesys Cloud Voice.
  • Expensive cost for standard Call Center Agents (CX3).
Genesys PureConnect was much more customizable than the Genesys Cloud CX product. However it appears that Genesys is doing a good job of filling the gaps between the products and are extremely public with their plans for the Genesys Cloud CX product. The future looks great for Genesys Cloud CX.

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?

No

Would you buy Genesys Cloud CX again?

Yes

If you are looking for a cloud hosted or hybrid cloud phone system for use at multiple locations (including internationally), Genesys Cloud CX is a great option. Additionally, if you are looking for a suite that offers more than basic call routing like Facebook Messanger, SMS, Email, Web Chat, Etc. Genesys Cloud CX is a great option.

Genesys Cloud CX Feature Ratings

7.3
Agent dashboard
8
Validate callers
6
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
7
Warm transfer
7
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
6
Call scripts
7
Call tracking
5
Multichannel integration
8
CRM software integration
8
7.0
Inbound call routing
9
Omnichannel inbound routing
9
Recording
8
Quality management
9
Call analytics
9
Historical reporting
4
Live reporting
6
Customer surveys
4
Customer interaction analytics
5
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

500 - Our entire organization uses the product. All the way from receptionists to the CEO. The people that use the product the most is certainly the contact center agents we have, but the flexibility that Genesys Cloud CX provides is certainly one of its strongest benefits. Web based phones make the system usable by anyone that is familiar with using Teams or Zoom.
2 - It certainly helps to have at least 2 people responsible for the product. At least one person focusing on the MACD (Move Add Change Deletes) and tier 1 support and another responsible for the management / engineering / architecting of the solution. The amount of reliance on a phone system make this system ultra critical.
  • Inbound Calls.
  • Outbound Calls.
  • Call Center Call and Email Routing.
  • Agent Performance Monitoring.
  • Connection to Microsoft Dynamics.
  • Chat Bot.
  • Using workspaces to create mini custom reports.
  • Additional channels of communication.
  • Media Fabric to other regions of AWS.
  • Voice and Chat Bots.
Genesys Cloud CX is a solid product and deserves to be in the upper right quadrant in Gartner. They are true innovators in the customer experience space and based on the innovation taking place monthly, they will likely stay in this spot. The product gains new features every time you blink your eyes.

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