Genesys Cloud CX user
May 20, 2024

Genesys Cloud CX user

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

Overall Satisfaction with Genesys Cloud CX

Implemented Genesys Cloud CX across 14 different brands. Replaced nine different contact center and analytics applications with a single Genesys Cloud CX instance. Have enjoyed the multiple releases and enhancements that continue to add to its features and functionalities
  • Reliable
  • Easy to use
  • Continuous Enhancements
  • Partner vs Vendor
  • Email handling
  • Bulk scheduling in WEM
  • Ease of use for remote workers
  • Sophisticated definition of profile roles
We have not implemented any AI yet at this point but are looking forward to the 2024 feature release and will begin to implement AI then
When we started this journey, we had nine Different contact Center applications in our business. We selected Genesys Cloud CX as a replacement for all of those.

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

Ease of implementation, ease of support, and new functionality being added continuously

Genesys Cloud CX Feature Ratings

Agent dashboard
9
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
8
Interactive voice response
8
REST APIs
9
Call scripts
9
Call tracking
10
Multichannel integration
8
CRM software integration
9
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
8
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
8
Customer interaction analytics
9