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Genesys Cloud CX Review
Updated January 10, 2024

Genesys Cloud CX Review

Catherine Behrens | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use the voice, messaging, and email channels as well as chatbot over 4 departments and possibly one more in the near future. Additionally, one department that only uses voice with be adding messaging. We still are in our infancy of utilization, so most of the benefits of Genesys Cloud CX are not in play yet. Though we are working towards beginning customer sentiment and other AI capabilities.
  • Dashboard reporting is great for our managers to see where their agents are at
  • Supervisors can change and update agent queues and skills easily without CTI intervention
  • It either needs more focus on the abilities for the Salesforce embedded client, or they need to stop advertising the ability. All the new functions come out for the stand alone site, leaving the customers that integrated stranded with nothing. This conference opened my eyes to the capabilities of Genesys Cloud CX, but how almost none of it is for the agents integrated with Salesforce.
  • We have reduced calls that fail or route to reception for manual routing by 70% with Genesys Cloud CX!
I don't have an answer to this.
Migration was excellent. It was simple and no issues. Agents did have some training issues, but that was our fault for not enough change management.
None

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?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

If they want it as the stand alone, I would recommend it all day every day. If they want to integrate with Salesforce, I'd tell them to think about it, and not want anything overly complicated. It just really sucks to always be behind the curve of everyone else on the same platform. I heard this same issue voiced to at the conference in COsta Mesa, and it was said that Salesforce will always be at minimum 6 months behind on features. Also, skill based routing needs work. If there is anticipation of the call transferring to a new agent, skills don't strip. So if a Customer Service rep gets a call for sales, they can't transfer the call without holding on to the skills applied to the call already, which no one in Sales would have. We had to build a custom script to make it work.

Genesys Cloud CX Feature Ratings

7.0
Agent dashboard
8
Validate callers
7
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
Not Rated
CRM software integration
1
7.8
Inbound call routing
7
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
8
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

Tech Support, Sales, IST, Customer Service and we plan on expanding to our Training department.
1 - We currently only have one Genesys developer on staff.
  • Voice interactions with the customers
  • Webform submissions from the customers
  • Messaging ability with customers
  • Workforce monitoring for the supervisors
  • Integrated with Salesforce to save real estate on the agents computer
  • We are hoping to integrate more with it's AI capabilities both in Voice and chatbot
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed.

Evaluating Genesys Cloud CX and Competitors

Yes - We were on prim with Genesys WDE
  • Cloud Solutions
  • Ease of Use
  • Other
We much prefer how much easier it is to make updates and changes to Genesys Cloud than it was for WDE.
I was not involved in the selection process. Unfortunately I cannot answer this.

Genesys Cloud CX Implementation

We had a complicated implementation because of the requirements around our routing. I recommend that you allow plenty of time for design and testing if you have complicated requirements. We had to push our implementation out several times to make sure it was done properly and still I think some issues were missed, but since fixed.
  • Third-party professional services
Avtex
Change management was a minor issue with the implementation - The change management was little bit of an issue, but that was on our side. Not from Genesys.
  • We had trouble with the company understanding our routing. In turn our launch date was pushed a few times.

Genesys Cloud CX Training

  • Online Training
We had some online training sessions with the 3rd party vendor that helped us build our system. They did a great job, they were responsive to questions and they provided meeting recordings for review.

Genesys Cloud CX Support

Tech Support has been good when we needed it.
ProsCons
Quick Resolution
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
None
We do not have it as far as I am aware.
We had a moment when our messaging went down. The team was very quick to respond and had the issue resolved in a few short hours. It was very nice to get back up for the customers in the same day.

Using Genesys Cloud CX

We use it in the embedded client of Salesforce. It's simple to use. The interface is not complicated. However the features are not as robust as the stand alone client online. But that will change soon and I am very excited.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Consistent
Quick to learn
Convenient
Feel confident using
Lots to learn
  • I think that voice interactions are simple and easy to perform
  • messaging in the embedded client is a little messy because of having to pop out a separate script to see the transcript.
Yes, but I don't use it