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Genesys Cloud CX filled our needs for a global solution for our contact centers.
Updated August 03, 2023

Genesys Cloud CX filled our needs for a global solution for our contact centers.

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

Overall Satisfaction with Genesys Cloud CX

A global common platform for all call centers. Addressed consistency and a way to bring things back in-house for more control.
  • Call routing based on skills.
  • Segmented role permissions.
  • Easy to learn and understand.
  • Speech recognition.
  • Transcription.
  • Data export.
  • In-house control of call flows and IVR - Saves time and money.
  • Common platform globally. Helps achieve consistency with all contact centers.
Right now we're not taking advantage of this, but plan to in the future. Having suggested responses would be helpful for our agents.
We didn't migrate any data when we migrated to Genesys Cloud CX.
It supported more languages necessary for our global org.

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

Very good ACD system with specific flow control. Good with channels other than voice. Real-time reporting via Workspace is good. Good integration with other CRM systems to centralize user experience. Speech recognition could use some improvement and transcription.

Genesys Cloud CX Feature Ratings

9.5
Agent dashboard
9
Validate callers
9
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
10
8.5
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Evaluating Genesys Cloud CX and Competitors

Yes - 8x8. Replaced so we could harmonize all groups globally onto same platform.
  • Integration with Other Systems
  • Other
Languages supported. Many other applications did not support the number of languages we needed.
Involve more users. Have more tailored demos. Involve groups outside of ours to see if we could scale up to more enterprise usage.