Genesys lives up to the hype!
June 21, 2023

Genesys lives up to the hype!

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

Overall Satisfaction with Genesys Cloud CX

Its our telephony platform. We use it for self serve and assisting our customers.

Pros

  • Ease of use.
  • Options to add things like App Foundry.
  • Lots of ideas are yet to come.

Cons

  • Announcement of software enhancements or removal of items.
  • Better reporting.
  • Not sure...not my area.
It's part of our IVR.
We don't currently use it.
Went with Genesys from on-prem Avaya.

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

I came from an Avaya background and have easily adapted to Architect.

Genesys Cloud CX Feature Ratings

8.8
Agent dashboard
7
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
Not Rated
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
9.0
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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