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Genesys
March 28, 2023

Genesys

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

Overall Satisfaction with Genesys Cloud CX

Ease of use and management. We have approximately 4000 users
  • Single pane for everything
  • Recording integrated with system
  • Ease of looking at interactions
  • Merging calls
  • More productivity in our Patient Access space
  • More up time for our PPS team
  • Increased productivity and troubleshooting on Customer Service team
We have been working with C1 to migrate our call centers, and it has been a positive experience and some redesign to optimize call centers

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

It has been great with our normal call center groups. We have one group that does hospital transfers, and it is not great for this team as they have to connect many different people at a time to complete

Genesys Cloud CX Feature Ratings

9.3
Agent dashboard
9
Validate callers
10
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call scripts
10
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
9.7
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated