my review
February 10, 2026

my review

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

I enjoy Genesys Cloud CX overall however, main issue me and my team run into is the application experiencing technical difficulty when multiple of the 'performance' tabs are open

Pros

  • finding details of previous contacts
  • overall desk performance

Cons

  • multiple tabs open for performance tab
  • not too sure as I do not handle this
not too sure as I dont utilities this in my role
dont utilise this either
not within my role

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

When investigating what had occurred with a particular contact it is very easy and detailed in what can be found upon investigation. The intra-day monitoring tab is also very helpful in making sense of overall desk performance

Genesys Cloud CX Feature Ratings

8.3
Agent dashboard
10
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
6
Interactive voice response
7
REST APIs
8
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
7
9.1
Inbound call routing
9
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
10
Historical reporting
8
Live reporting
10
Customer surveys
10
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of Genesys Cloud CX

  1. Home
  2. Contact Center Software
  3. Genesys Cloud CX Reviews
  4. User Review of Genesys Cloud CX