Awesome product.
June 22, 2023

Awesome product.

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

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud to support multiple media type volumes for multiple brands working with our organization. We also provide our services to another company by creating a separate division for them and building their call flows, and handling some of their volume and outbound campaigns. We are also experimenting with AI and bots now.

Pros

  • Outbound Campaigns.
  • Web messenger.
  • Architect flows.

Cons

  • Contact lists for campaigns.
  • External contacts.
  • It has helped us go remote.
  • It has improved the number of agents we can hire.
  • Training has improved.
We are still exploring and setting up the knowledge base.
The data migration went well. We are using the data from the Genesys cloud in addition to our old data.
  • Genesys PureConnect (discontinued)

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

It is very easy to use and convenient to transfer to. New features keep coming and help us improve at a tremendous rate.

Genesys Cloud CX Feature Ratings

9.8
Agent dashboard
10
Outbound response
10
Call forwarding
10
Warm transfer
10
Predictive dialing
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
8
9.7
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
7
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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