Genesys Cloud CX {...} Review
May 20, 2025
Genesys Cloud CX {...} Review
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We use Genesys Cloud CX in our Service Centre for voice calls, web chats , emails, reporting and bots. In the past, we have had issues with customer engagement and ability of our customer to utilise the latest technologies, which Genesys Cloud CX is helping to address.
Pros
- Genesys Cloud CX have a great product and great people who are engaging, approachable and always willing to help answer questions
- The team we work with always provide helpful information about their product and how it can meet our needs as their customer.
- The overall technology and the different range of features within the product are impressive.
Cons
- It can be sometimes difficult to identify which products are the best fit for us
- The ideas feature is good but find it difficult to get our ideas prioritised
- There are too many hidden costs
- The bots are saving agent time on simple interactions allowing them to concentrate on complex interactions
- Utilising of routing mechanisms is reducing wait times
- SLA's have improved migration
We don't use Genesys Knowledge Management. Instead we use Shelf which is integrated into our Genesys Cloud org.
AI capabilities are enabling customers to get quick answers to basic questions and helping agents to focus on more complex queries. The service centre management team are benefitting from more analytical tools to help them better organise their workforce.
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
Comments
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