Genesys Cloud CX From a Glance
April 03, 2023

Genesys Cloud CX From a Glance

leon owen | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

Serves as an augmentation to our on-prem solution that we can use to quickly spin up agents that don't need access to VPN resources.

Pros

  • Quick to turn up
  • Quick to get new numbers
  • Easy to chat with other system users

Cons

  • Admin for call routing is not as intuitive as some other platforms
  • Admin options can be confusing when using system for the 1st time
  • Reporting issues from an agent perspective
  • Quick setup enabled us to get agents engaged with public quickly.
  • There were not any tangible cost savings other than time, which, does cost money.
  • Customer experience was not noticeably better, but could have been if we were able to get call center group to use other features that were available on the platform.
We are not currently using this feature.
We are not using AI in any of our call flows on PureCloud.
Genesys Cloud CX has excellent functionality for agents and supervisors. The portal is easy to use and very functional. The administration can be a bit tricky at 1st.

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?

No

Would you buy Genesys Cloud CX again?

Yes

Very quick to setup, although maybe not the most intuitive.

Genesys Cloud CX Feature Ratings

Agent dashboard
9
Validate callers
7
Outbound response
Not Rated
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
2
Interactive voice response
8
REST APIs
5
Call scripts
2
Call tracking
8
Multichannel integration
8
CRM software integration
2
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
6
Customer interaction analytics
5

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