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A little about Genesys Cloud CX
November 23, 2022

A little about Genesys Cloud CX

Murilo Paim | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

In our company, we have several customers who use Genesys Cloud CX as their communication tool, always fulfilling their obligations as a dialer and the like. Always very easy to observe any problem and easy to solve. We can easily configure an ura or even create a flow of the zero with a very intuitive process. Because it is a consolidated tool, there are not many new unknown errors, which makes the service for support much more agile and effective. Genesys Cloud CX can be easy to use both on the part of the agent and on the part of the supervisors and admins of the tool.
  • Editing and creating ura flow
  • Easy understanding for the agent
  • Very stable tool and no new errors
  • ACW time on operator screen
  • Architect
  • Webrtc
  • Queue flows
  • Low license cost
  • Agile support

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

Genesys PureConnect (discontinued)
I see Genesys Cloud CX as an intuitive tool that can be easily used in any company, as explained earlier, because it is a very useful tool, it makes its use much more practical and easier.

I believe that even when the scenario is not the best, such as an unstable internet connection, Genesys Cloud CX still delivers quality service.

Genesys Cloud CX Feature Ratings

10.0
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
10
CRM software integration
10
9.0
Inbound call routing
8
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
10
Historical reporting
8
Live reporting
10
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

300 - Ranging from local agents to supervisors using.
3 - Genesys Cloud CX's differential is that it is very intuitive, so we have quality analysts who are dedicated to cloud service.
  • The queue supervision part
  • Easy visualization of interactions
  • Easy flow creation
  • In our company we only use the standard tools
  • With the home office, the use of the cloud has increased a lot in our company
In a team that is winning does not move, the system is very good and intuitive.

Evaluating Genesys Cloud CX and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
I wouldn't change anything.

Genesys Cloud CX Support

very responsive and competent support
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
being a very large company that serves many large customers, we need more than just our internal support, we have incidents that we have to take to product support.
I already had cases of errors that recurred after local maintenance, such as the ACW time, we resolved it in loco, but it soon reoccurred, until an update came to the product after opening a call and the problem was solved.

Using Genesys Cloud CX

very easy and intuitive in both aspects
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None