Genesys Cloud CX Review
August 05, 2024

Genesys Cloud CX Review

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

Overall Satisfaction with Genesys Cloud CX

Genesys Cloud CX is our center's chosen cloud-based VoIP call center solution. It allows for complete management for our outgoing & incoming calls and routes them appropriately. Genesys Cloud CX allows for easy monitoring and recording for each incoming call.

Pros

  • Recording Management
  • Call Routing
  • Call Reporting
  • Providing analytics

Cons

  • Providing quick technical help
  • Some there are language barriers with the technical help
  • Reporting analytical tools could always use more refinement
  • Stable platform = more callers using our service!
  • Ability to use AI in helping our agents out!
  • Flexibility to edit call flows and enhances customer experiences!
We're still exploring and discovering the many capabilities that Genesys Cloud CX has to offer! Every day we're learning new things that Genesys Cloud CX has to offer!
We're still in the exploratory phase of using AI to optimize the data migration process!
Genesys Cloud CX is so much better overall than PureConnect. No installs...cloud-based systems are the way to go!

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

Very reliable and stable platform overall.

When the rare instance that the org (server) is down, the technical help needs to be better!

Genesys Cloud CX Feature Ratings

9.0
Agent dashboard
9
Validate callers
9
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
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
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
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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