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Seamless migration, simple to use.
Updated February 15, 2024

Seamless migration, simple to use.

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

Overall Satisfaction with Genesys Cloud CX

We use Genesys to route our contact center calls & emails. Previously we had an outdated call center with limited reporting and routing capabilities. Genesys makes this simple to configure with greater visibility. We handle about 200k interactions yearly, and with Genesys, this is much more streamlined for our agents and our management team members.
  • Easily configurable views.
  • Streamlined agent activation/deactivation.
  • Easy to create dashboards.
  • Customized column orders in views.
  • Expected Service Level when changing schedules.
  • Allowed WFM to focus on other tasks since scheduling is much easier.
  • With G CX, it has allowed our team to transition to remote work seamlessly.
Currently, we are using Salesforce knowledge and don't currently utilize knowledge management.
Migrating to G CX was a lot simpler than I had imagined, especially using an old legacy system previously.

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

G CX is great at streamlining Queue creation and agent activation/deactivation in queues. It is also great at making important information like SL%, number of calls, & other call metrics easily visible.

Genesys Cloud CX Feature Ratings

8.7
Agent dashboard
7
Validate callers
Not Rated
Outbound response
9
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
6
CRM software integration
9
9.6
Inbound call routing
10
Omnichannel inbound routing
10
Recording
9
Quality management
9
Call analytics
10
Historical reporting
9
Live reporting
10
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

70 - customer care call center
  • acd routing
  • call and screen recording
  • consolidation of different media channels