The Dawn of a New Era Through Our New Telephony Platform, Genesys Cloud CX!
November 29, 2022

The Dawn of a New Era Through Our New Telephony Platform, Genesys Cloud CX!

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

Overall Satisfaction with Genesys Cloud CX

We recently switched to Genesys Cloud CX as our telephony platform for our contact center. We use it for our agents, management, reporting, workforce management, and quality assurance. We initially started with a dozen people on the platform and now have 400 on there. We have been happy with our decision to switch to Genesys.

Pros

  • Answering phone calls
  • Integrates multiple systems into one platform
  • Extremely stable

Cons

  • Reporting overall is lackluster
  • Finding time in secondary statuses is almost impossible out of the box
  • Due to having so many features, navigation can be confusing for new users
  • WFM
  • QA
  • Accessibility
  • Lowered our overall telephony costs
  • Allows us a better view of adherence to make the best of our workforce

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 Cloud CS really has expanded the overall capabilities we have from our telephony platform. Having WFM and QA integrated makes things much easier for everyone involved. The call quality and omnichannel capabilities are top notch. We really have nothing to complain about in those areas. The only downsides are the learning curve for new users and the reporting being not great. Reporting changes are on their road map, so hopefully it will get better.

Genesys Cloud CX Feature Ratings

9.3
Agent dashboard
9
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
9
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
7.2
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
9
Call analytics
5
Historical reporting
5
Live reporting
5
Customer surveys
Not Rated
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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