THE solution to your contact center
Updated July 23, 2025

THE solution to your contact center

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

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud CX as the main platform in our contact center. We take mostly calls but also handle emails, chats and other automated tools with Genesys Cloud CX.

Pros

  • Routing interactions to agents reliably
  • Integrates very well with existing CRMs
  • Great automated tools

Cons

  • Better language support for Nordic countries
  • Less complex license model
  • Facilitate customer and partner relationships
  • Since we worked with the previous platform (iconnect) and have customers who use Genesys Cloud CX it was only natural for us to also use it to get the most productivity out of it
We have just started to try out the knowledge management aspect of the platform. We aren't quite there yet but we are very excited to incorporate the knowledge bases as a base for our AI tools to be able to give customer an accurate and efficient self-service tool that they can use at their convenience.
It's great because it has removed the need to upgrade hardware or even software in for the process of migration and even keeping up with the platform. No need to make any further investments and it's a great way to keep cost down. In turn that makes this investment more worthwhile.
There's more control as an admin with Genesys Cloud CX compared to other cloud solutions. Features are also appreciated by the business users and the platform feels more streamlined than the competition. There's thought behind a lot of the features from the end users perspective which is very appreciated by us.

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

Genesys Cloud CX excels at facilitating a wide range of contact options for a contact center and fits very well in the puzzle of integrations that can exist in a business. Genesys Cloud CX has excellent control and options for outbound campaign calls to reach a large population in a short time.

There are areas where Genesys Cloud CX could do better even though it may seem out of scope. Instead of full integration with other systems and CRM there is a possibility to use Genesys Cloud CX as a CRM tool if the config is good enough. Facilitating these tools for creative admin users or partners could be a great way to maximizing the potential of this platform.

Genesys Cloud CX Feature Ratings

6.8
Agent dashboard
4
Validate callers
7
Outbound response
6
Warm transfer
8
Predictive dialing
9
Interactive voice response
7
REST APIs
9
Call scripts
8
Call tracking
2
CRM software integration
8
5.9
Inbound call routing
9
Omnichannel inbound routing
7
Recording
7
Quality management
5
Call analytics
7
Historical reporting
5
Live reporting
4
Customer surveys
5
Customer interaction analytics
4
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Genesys Cloud CX Support

The support team is a crucial for a functioning platform and a great help to us as a business. It being a cloud platform we rely very much on the support team to look into things that aren't available to the consumer of the product unlike an on-prem solution where you have an abundance of logs. As both a partner and user of the product we do have extensive knowledge of the platform and usually when we contact support it's regarding deeper issues that requires more senior help and we seldom get that at first contact. I would love it if as a gold partner we could get access to second line directly or something similar because it gets very time consuming when we try to escalate a ticket and first line tries to solve the issue themselves before raising it further. Usually we have already checked and tested all the things that first line suggests.
ProsCons
Kept well informed
Quick Initial Response
Slow Resolution
Poor followup
Escalation required
Need to explain problems multiple times
As a gold partner I would assume we have premium support. Is there a way to check if we have this already?
Yes - I have reported many bugs, some are solved more quickly then others. It varies depending on the complexity of the bug. Once it reaches developers it goes quite fast, it's the initial hurdle that can get a bit time consuming.
Yes of course! There have been multiple times where the support has helped us fix big ongoing issues. I recall a time when the operator made a change in how they sent out number formats and even they could not find why certain calls got routed entirely wrong. We tried to follow the flows and check the pcap logs but could not identify the issue until we contacted support. Within a few minutes the issue was identified and reported to the operator.

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