Great product at a high price
June 10, 2025

Great product at a high price

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

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud CX for inbound and outbound calls mainly, so it is part of our daily contact with our customers. We also use Genesys as an embedded dialer for in-house developed CRMs, making the solution versitile. Genesys is now being used as our contact center for all offices around the globe.

Pros

  • Handling Inbound calls with structured IVR
  • Outbound calls using different dialing methods
  • Being practical having the web based interface
  • It is very reliable since it is a cloud based solution

Cons

  • The reports could be improved, having more easy to use interfaces and the ability to save and share report models
  • Api test and usage could be simpler
  • Could have an easier CSAT structure to be implemented on the IVR
  • Could have an easier pre-built routing using percentages between queues
  • Reduced time of installing softphones since it is web based
  • Quick to upload and use emergency messages
  • With the APIs we can route the customers or solve problems quicker
We are still implementing and optimizing this function
It was already implemented when I joined the company.
Genesys Cloud CX had more flexibility on connecting to different SIP trunks and integrations, like being used as an embedded dialer in other CRMs we developed ourselves.

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

Since Genesys Cloud CX is a cloud solution, it has more reliability and stability, and it is very practical since we don't have to install any local software or softphones. With Genesys we are able to use many integrations with other internal systems so we can optimize the customer assistance. We are still planning on upgrading our IVRs to make them more automated.

Genesys Cloud CX Feature Ratings

9.4
Agent dashboard
8
Validate callers
9
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
9
Call scripts
8
Call tracking
10
Multichannel integration
9
CRM software integration
9
7.6
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
8
Historical reporting
7
Live reporting
8
Customer surveys
1
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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