Genesys works for small non-profits
February 15, 2026

Genesys works for small non-profits

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

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud CX to run our Helplines. Some helplines provide direct advice to clients and some conduct intakes for clients seeking civil legal services. We receive over 1,000 calls per week, which is small for a Genesys customer, but very busy for a non-profit legal provider. Genesys allows us insights into our callers that we have never been able to get from other contact center providers.

Pros

  • Access to data & custom reports creation
  • Up time and quality of calls is unparalled
  • Customer support far exceeds other vendors

Cons

  • Online self-help portal is not user friendly for new users.
  • It can be hard to find solutions for minor problems when the online Community is unable to assist with finding a solution.
  • Greatly improved transparency for agent activities and team monitoring for productivity
  • Non-profit pricing
  • Abundant on-demand training
While we are just beginning this journey it offers all the potential we are looking for to support our growth and approach to client services. Genesys Cloud CX is responsive and available with excellent overall communication and support to administrators, including weekly emails regarding enhancements and changes to the product.
We do not use any of the AI features.
There really is no comparison between Genesys Cloud CX and other vendors we considered. We worked with two other products and neither came close to offering the sophistication, end-user interface or reliability that Genesys offers.

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

Genesys Cloud CX Feature Ratings

8.3
Agent dashboard
9
Outbound response
8
Warm transfer
10
Interactive voice response
9
Call scripts
5
Call tracking
9
9.8
Inbound call routing
10
Quality management
9
Call analytics
10
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

30 - Agents working on helplines in a non-profit setting in a large urban area.
3 - One has a background in telephony, one in social service administration, and approximately 1 full time IT person.
  • Transparency with agent productivity
  • Relability
  • ROI
  • Customization
  • Diversifying language access
  • Messaging to clients while on hold
  • Web messaging
  • Outgoing messaging campaigns
  • Call backs
We have loved everything about Genesys, short of the cost, which is a heavy lift for our organization.

Evaluating Genesys Cloud CX and Competitors

Yes - Spectrum Contact Center was replaced after 1.5 years of being unable to deliver a reliable product. So much of the product either didn't function at all or didn't function in the intended manner.
  • Cloud Solutions
  • Scalability
  • Ease of Use
Single most important factor was selecting a product that did not overburden our very small IT team and that delivered reliable services.
We would not change anything, except for the price.

Genesys Cloud CX Implementation

The first engineer that we had work with our team was not able to grasp our needs. However, Genesys Cloud CX quickly replaced that person with an overqualified engineer who joined our implementation team because he wanted to support our work.
  • Implemented in-house
Change management was minimal - This was a minor change for us so minimal change management was needed, other than some enhancements to the training provided by Genesys.
  • Initial engineer didn't understand our needs
  • Not enough to build out the sophistication we originally wanted in our call flows

Genesys Cloud CX Training

  • Online Training
  • In-Person Training
  • No Training
We did not have in-person training, but this section would not show as completed until I added this in.
Not customized, but understandable that the trainer could not fully customize to our needs. Materials provided by Genesys Cloud CX allow us to customize and enhance the training as the UI has changed and our work has become more sophisticated. We did not have to create our own training materials.

Configuring Genesys Cloud CX

I am guessing for someone with a contact center background the configuration requirements are not difficult to understand. For folks without this background it is a fairly steep learning curve and not many provided help articles are pitched to someone with a limited background with contact centers.
Limit initial expectations and start simple. Allow everyone on the team to become comfortable with the product and then enhance the product as the team is ready.
Some - we have done small customizations to the interface
No - we have not done any custom code
We have embedded a Qualtrics survey into the Genesys screen pop. While it is not a fail proof endeavor, it has allowed our agents to minimize windows and clicking around on different tabs while taking calls.

Genesys Cloud CX Support

Always receive quick and friendly support, even when the problem with the product was caused by us. We have used support for everything from undoing a local change that crashed the system to asking a simple question.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No. Cost was the only factor in not purchasing premium support. Not that it's not worth the cost, but we can not afford it.
Honestly, every time we contact support they do an exceptional job.

Using Genesys Cloud CX

Easy to understand interface that requires very little agent training. The bulk of the training provided to our teams is related to our customizations, not to any complexity within Genesys. The entire interface is user friendly and intuitive.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
None
  • Agent Workspace
  • Analytics
  • Reporting
  • User help pages (though improving)
  • n/a
  • n/a
Yes, but I don't use it

Genesys Cloud CX Reliability

We have expanded our use of Genesys Cloud CX to new divisions in our organization and have been able to leverage our already created products to do so.
The only time Genesys Cloud CX has been down is when AWS was down for much of the East Coast. Otherwise we have had 100% uptime.
We have never had a problem with performance.

Integrating Genesys Cloud CX

  • Salesforce
Yes, though we have only just signed off on a contract for a Salesforce based CRM.

Relationship with Genesys

We had an excellent sales rep who was easy to reach, reliable, and easily understood our organization and unique use of Genesys.
It took Genesys a while to pivot from sales to implementation, though we were not sure what the hold up was at the time.
Price and usage, due to our limited budget and non-profit status.
No problems in this area that are within the control of Genesys. They gave us a decent price with very decent unit pricing.
No. We find Genesys Cloud CX to be very easy to work with across the board.

Upgrading Genesys Cloud CX

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