Very happy with Genesys Cloud CX
May 20, 2024

Very happy with Genesys Cloud CX

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

Overall Satisfaction with Genesys Cloud CX

We use all aspects of Genesys Cloud CX for our medium sized contact center from forecasting and scheduling to Agent QA. The interface is easy to learn and use and you can easily add team members to specialized tasks. Agent love the web client and seamlessly move from channel to channel and request help through the knowledge base and agent assistant. We have all the data we need via dynamic views organized by functionality. We just deployed our first AI bot using all Genesys Cloud CX native components with no outside help.
  • Workforce management
  • AI
  • Agent interface
  • More advanced help files
  • Better small to medium contact center schedule accuracy
  • Better level 1 support
  • Agent satisfaction
  • Reduced handle time
  • Better sla
  • Higher CSAT
Ok. It depends on the type of business and the complexity. We are not complex so not a big impact
We were operational in 30 days with more features in place than our previous on premise system

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

Small to medium contact center that is starting new WFM QA and Learning development teams. Companies that want to start in AI.

Genesys Cloud CX Feature Ratings

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