Great Data and easy to use.
June 21, 2023

Great Data and easy to use.

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

Overall Satisfaction with Genesys Cloud CX

Inbound/Outbound agents. We needed better call data for inbound/outbound data.

Pros

  • Data Reports.
  • Ability to view what agents are doing.
  • Reliable

Cons

  • Support, in the beginning, to educate local ITSD on how to help with issues before elevating to Genesys.
  • Quick data at the touch of a hand.
We have not explored this area due to our business needs.
We do not use AI yet.

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

Easy to use for the Admin and users.

Genesys Cloud CX Feature Ratings

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

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