Great CCAAS solution that works great
Updated May 15, 2025

Great CCAAS solution that works great

Nafees Anwar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

Genesys Cloud CX is used as the primary contact center solution for call routing and self service. Also used for monitoring throughout the day and also as WFM and reporting solution. The problems it solved for us was the fact it gave us flexibility to expand at will without having to add more infrastructure. Also we were spending lot of time trying to upgrade the older system every few months. Also now we can have agents anywhere we want.

Pros

  • SelfService
  • Call Routing
  • Recordings

Cons

  • WFM
  • Analytics
  • Own Bots. Bot flows need a lift
  • productivity has increased as its easy to use interface
  • We were able to use NLU with Genesys as our previous system did not have that
  • saved money/time spent of upgrades
We do not use Genesys Knowledge Management
With easy to use interface we are able to better manage the system. We were slow in migration for our own reason but it was a smooth process providing our callers/customers NLU capabilities which we did not have before. Also selfservice capabilities were expanded. We were also able to streamline in process of implementing channels like Email, Chat, SMS etc.
Genesys fit our needs better and based on review had a better support than other two products. Cost was also one of the factors.

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 introduces new features on consistent basis. No need for upgrades as its always up to date. No need to add infrastructure if you have a seasonal highs and lows.

Genesys Cloud CX Feature Ratings

9.3
Agent dashboard
8
Validate callers
10
Warm transfer
10
Interactive voice response
10
REST APIs
9
Call scripts
9
Call tracking
10
Multichannel integration
9
CRM software integration
9
9.1
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
9
Call analytics
8
Historical reporting
9
Live reporting
9
Customer surveys
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

1900 - Handling Inquiries: Agents respond to customer questions about account balances, transaction history, bank products and services, and general banking policies.

Resolving Issues: Agents assist customers in resolving account-related issues, such as transaction disputes, overdraft protection, and technical difficulties with online or mobile banking.

Processing Transactions: Agents process transactions over the phone, such as transferring funds, making payments, or updating account information.

Promoting Products and Services: Agents are also responsible for identifying cross-selling and upselling opportunities, informing customers about new products or services that could benefit them.
19 - Supporting Genesys Cloud CX requires a diverse range of skills and experience, encompassing technical expertise, business acumen, and strong interpersonal skills. Key roles include Infrastructure Experts, Project Managers, Genesys Cloud Administrators, Genesys Cloud Developers, and Customer Success Managers. These roles require skills in areas like network infrastructure, project management, system administration, software development, and customer relationship management.
  • Identify and verify customers in IVR
  • Use SMS and email to send personalized, timely and relevant notifications to customers
  • Cut out time-consuming identification steps with asking and verifying caller in IVR using account number or SSN using APIs
  • Communicate important information simply and efficiently using Genesys SMS Notifications. Customers experience a more satisfying and engaging experience with businesses.
  • Proactively address the needs of your customers when they call into your contact center, which helps drive a greater customer experience. Recognize repeat customers and route calls to the best-skilled agents that can more effectively help address their needs. If no agents are available to address their needs appropriately, let them know their expected wait time, and offer a callback option
  • use of Agent Co-Pilot
  • use of Predictive Routing
  • use of Pridictive Engagement
Cloud CX consistently receives high ratings for features and functionality in CcaaS platforms per Gartner

Platform's current strengths and benefits

Cost is competitive

Genesys Cloud is constantly evolving with new features and capabilities, including AI and digital experience capabilities, further enhancing the platform's value.

All the above reasons keeps us with the platform

Evaluating Genesys Cloud CX and Competitors

Yes - Aspect/Alveria with was on-prem and did not provide the features and flexibility we were looking for in our future platform. We had to consistently upgrade and patch servers and as soon as we were done next set of upgrades were there. Also we were tied to physical data centers
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
  • Other
Genesys Cloud CX offers advantages like flexibility, scalability, and ease of set-up.
Nothing

Genesys Cloud CX Implementation

We had high satisfaction with the implementation of Genesys Cloud CX. We had positive experiences with the platform's simplification, stability and performance. The migration process, including the integration of complex systems, was swift and effective.
  • Third-party professional services
Cognizant
Change management was a small part of the implementation and was well-handled - N/A
  • Agents were sometimes placed in "Not Responding" status, even after successfully handling a call. This caused disruptions in the call handling process

Genesys Cloud CX Training

  • Online Training
  • In-Person Training
  • No Training
give chance to network with other ppl
give flexibility and saves money not having to travel without compromising quality

Configuring Genesys Cloud CX

just right
Nothing more than they offer
No - we have not done any customization to the interface
Some - we have added small pieces of custom code - it was easy
No we did not

Genesys Cloud CX Support

The overall experience with Genesys Cloud CX has been top notch. Customer support is very efficient as the turn around time is very less
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No because we bought licenses via 3rd party
We get exceptional service most of the time

Using Genesys Cloud CX

Friendly interface that makes it simple for agents and admins to manage customer interactions across various channels. While some users may experience a learning curve with advanced features, the platform's ease of use is a key strength.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
None
  • Agents can switch between voice, email, chat, and SMS interactions
  • Agents have full visibility into the customer's history across all channels, enabling personalized and efficient service.
  • Genesys Cloud CX offers a comprehensive WEM suite that helps forecast staffing needs, optimize schedules, and improve agent performance.
  • While Genesys Cloud is working on improvements but I see agent scripting to be cumbersome
Yes, but I don't use it

Genesys Cloud CX Reliability

It takes advantage of modern cloud strategies and technologies, offering a wide range of features for inbound and outbound communications, workforce engagement, unified communications, and extensive reporting and analytics.
availability has been 99.99 since we went live
Other than twice for slow performance service has been exceptional

Integrating Genesys Cloud CX

Genesys Cloud CX is designed for ease of integration with other systems. We took advantage of below
1. Open APIs
2. Pre-built Integrations
3. Developer Tools & Resources
4. AppFoundry Marketplace
  • ServiceNow
  • Salesforce
ServiceNow: Dynamic Links and Auto ticket creation
Salesforce: Knowledge integration using OAuth.
  • ServiceNow full integration
  • Salesforce full integration
vendors fully support this
  • Single Signon
  • API (e.g. SOAP or REST)
  • AppExchange or similar marketplace
no
Keep up the good work to add more OOB integrations

Relationship with Genesys

Easy to work with no pressure
We have weekly calls to keep in touch
Cost
Be upfront and have your homework done before talking with any vendor

Upgrading Genesys Cloud CX

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