Genesys Cloud CX. A great system with a few understandable bugs
May 27, 2025

Genesys Cloud CX. A great system with a few understandable bugs

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

Overall Satisfaction with Genesys Cloud CX

We handle thousands of calls per day. Genesys Cloud CX helps to handle and route these calls via IVR to the required agents quickly and without dropping calls. It also helps greatly to view and monitor agent activity at any given time.

Pros

  • Interaction routing
  • System uptime
  • Ease of use
  • Adaptability

Cons

  • Updates can come quickly and release notes can be missed
  • We use a large number of queues. It's hard to keep track as reporting seems to be limited to around 500 at a time
  • Dashboards aren't as adaptable as they could be
  • Agents can access from anywhere without needing a physical phone
  • Automation has helped reduce call volumes
  • TTS system allows for shorter IVR. Saving time and improving customer satisfaction
Knowledge management is easily found and readily available. It has helped us greatly and has reduced the number of tickets we have needed to raise back to support.
TTS has made the user experience simpler as we can adapt the messaging and simplify it where needed. Our previous system only allowed for recorded messaging which took a lot of time to convey info. Since moving to Genesys Cloud CX we are able to adapt and control customer satisfaction more simply.
Much simpler to use and more adaptive. To use Enghouse in the cloud, we would have needed to install vir machines, etc. Genesys Cloud CX was out of the box.

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 is great at routing calls to agents. It is always able to handle our high number of calls per day. Loss of calls is minimal. Often though, our clients can cause influxes of calls with their own comms. When this happens, we need the ability to push calls to agents manually. Whereas this is possible, people have to be on queue. It would be simpler to allow this regardless of state (to confirm, this has already been raised to the ideas lab).

Genesys Cloud CX Feature Ratings

9.3
Agent dashboard
8
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
8
Interactive voice response
10
REST APIs
9
Call tracking
10
Multichannel integration
10
CRM software integration
9
9.1
Inbound call routing
10
Recording
10
Quality management
9
Call analytics
9
Historical reporting
8
Live reporting
9
Customer surveys
8
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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