Close your sales calls effectively
Updated July 03, 2025

Close your sales calls effectively

Rajiv Menon | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

When I initially started working at [...] we had a calling tool called Avaya, but the calls that we used to make to the international market didn't always connect or they voice was never clear to the receiver. But with introduction of Genesys Cloud CX we were able to make calls better, i used to get connected to customers without any loss of time and being in sales, I feel that is very important.

Pros

  • Seamless connection
  • Clear audio
  • Easy UI

Cons

  • Easy creation of contacts
  • Although there is a leaderboard, the calls me and my teammates have made doesn't show up
  • I have seen sometimes the calls do not get disconnected even after hanging up, for which I have to reopen the app
  • Not sure why i wasn't able to use the app on mobile, access was denied everytime, that would have helped me much better, rather than using it on the laptop everytime
  • More number calls made
  • Customers were able to hear my voice better, hence, faster lead conversion
  • Training new reps by giving them the call recordings
With the inclusion of Genesys Cloud CX at [...], we were able to give out contact numbers along with our extension number to customers, via email or voicemail, but if the customers called me at a time when I was on another call they would be get connected to the next best agent who is free, this has greatly helped us in closing leads faster.
Migration to Genesys Cloud CX was pretty easy. THe tool was very easy to use and we could easily train new employees. THe user experience was became much better once we started using Genesys Cloud CX, previouslt there were many that were either not connected or the reciever couldn't hear our voice clearly, a lot of time was wasted trying to get in touch with the customer. this made even the customer frustrated and many leads that we received were lost due to this. BUt Genesys Cloud CX changed all that.
Compared to avaya, Genesys Cloud CX was able to give us better way to connect to customers. It also gave the customers an option to call back which was not there on avaya. The audio clarity is better in avaya. The call logs were also stored in Genesys Cloud CX which wasn't the case in 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

For a sales rep who is handling international market, i feel this tool is the best way to connect to customers, there are no major issues while using this app.

But i would say same cannot be said for reps handling their home market, as making calls by a normal phone would be much easier.

Genesys Cloud CX Feature Ratings

7.7
Agent dashboard
9
Validate callers
7
Outbound response
8
Call forwarding
5
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
9
Interactive voice response
10
REST APIs
6
Call scripts
8
Call tracking
8
Multichannel integration
9
CRM software integration
3
4.7
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
7
Call analytics
1
Historical reporting
1
Live reporting
1
Customer surveys
2
Customer interaction analytics
1
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

8 - We are all part of the Sales Development Representative Team. Each of us Handle different regions of the globe and all of us handle the SMB market. We sell Cybersecurity Products from endpoint protection to MDR services. We primarily use Genesys Cloud CX to call potential customers and record meeting info.
2 - The software is very user friendly. It took an hour for the whole team to learn how to use the product. The ability to prioritize lead helps us focus on high value leads. Documenting calls and redirecting calls to correct sales rep in between calls is an added benefit for us.
  • Outbound Calling
  • Documenting the conversation for everyone to understand
  • Helping to train new team members by shadowing or listening to recorded calls
  • Engaging customers from Voice, chat email
  • Prior to using Gensys Cloud CX we had to disconnect calls mid-way since a particular customer was from a region that a different sales rep was handling. but with Genesys we are able to add a team member on call or forwarding the call
  • When documentation was missed by any of the team member we go through call logs and listen to recorded conversation and document the details
  • Integration to Salesforce
  • Integration to outreach
  • Saving contact information to make future searches easier
The rating is given due to the benefit that we reap from using Genesys Cloud CX. Prior to this our average time to connect to customer was 3-4 minutes on call but now we are able to connect to a customer in lesser than 1 minute. And with added benefit such as Call recording, documentation and call forwarding options, the benefit using the product is much better.

Evaluating Genesys Cloud CX and Competitors

Yes - We had been using Avaya. Which had a very bad service. We used to take 3-4 minutes to connect to a customer and upon that the tool was only used to call. Once we got connected the voice used to be very unclear and we had lost multiple customers due to this reason. The number of opportunities that we closed post choosing Genesys CLoud CX was exponentially better.
  • Integration with Other Systems
  • Ease of Use
The single most important Factor for our decision to choose Genesys CLoud CX was the voice clarity that we received and the speed of connection. Basically the call function was far better from our previous tool.
We would have taken more time to decide on the product before purchasing. Taken a demo instead of focusing on the price.

Genesys Cloud CX Implementation

My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.
  • Implemented in-house
Change management was minimal - the implementation of the software was very seamless and did not disrupt our day to day work. We were able to easily transition from the previous to the Genesys Cloud CX.
  • Demo of the tool

Genesys Cloud CX Support

The support was pretty good, we had a chat option built inside the application which helped us raise issue live and our 24*7 support team.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No we have not purchased the premium support, because we weren't aware of it and neither did have any reason to enhance the support for Genesys Cloud CX
There was a time when, even after repeated attempts to call multiple customers we were not able to connect to anybody and once reaching out to support we realized that the issue was caused due to the firewall. Any it was sorted.

Using Genesys Cloud CX

The high rating is given due to user friendly UI. The added features such as Call recording, Documentation, better audio quality and call forwarding options are also prime reasons for such a high rating
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Call options
  • Documentation
  • Call forwarding
  • Call Recording
  • Searching a particular number from call log history
Yes, but I don't use it

Comments

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