1. Home
  2. Contact Center Software
  3. Genesys Cloud CX Reviews
  4. User Review of Genesys Cloud CX
Genesys CX delivers value
March 27, 2023

Genesys CX delivers value

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

Overall Satisfaction with Genesys Cloud CX

We needed to move off of an EOL legacy on prem solution. Genesys CX was the obvious choice. Genesys brings a wealth of industry experience, platform innovation and ease of use with this CCaaS solution. We moved 4 companies, 275 queues, 170 locations and 3,300 users over to the solution within 18 months, including multiple CRM integrations. While it was a lot of work, the implementation was relatively easy compared to past software/hardware replacements.
  • Ease of Use
  • Industry Knowledge/Experience
  • Breadth of Features Available
  • Speed of Innovation
  • Operational Support
  • Contract negotiation
  • Ability to innovate faster
  • Improved agent experience
  • True Omnichannel experience
We are not using knowledge management, but plan to in the future.
We did a self-deployment implement, with SME type support from Genesys Professional Services. We had assigned Architect, API and Reporting SMEs available to our internal team. This model worked well for us and saved us 60-70% of what Genesys PS direct implementation would have cost us.
The available features, ease of configuration, rate of innovation and industry experience were what sold us on Genesys 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?

Yes

Would you buy Genesys Cloud CX again?

Yes

Contact centers using the native UI, webRTC end points, IVR, QA/QM, inbound call center, outbound call center (dialer performance is impressive!) and digital messaging

Genesys Cloud CX Feature Ratings

9.8
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
Not Rated
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
8.2
Inbound call routing
7
Omnichannel inbound routing
Not Rated
Recording
7
Quality management
7
Call analytics
Not Rated
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Genesys Cloud CX Support

Often tickets have to be escalated to dev teams for resolution and it can be months before resolution. Updates are infrequent and lack any real detail.
ProsCons
None
Slow Resolution
Poor followup
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
No we didn't purchase premium support as we did not see the value to cost.
Yes - No it took months to resolve. Dev and support teams came back to us multiple times asking the same questions or for new info for the same thing.
No I cannot.