Genesys Cloud CX Experience
June 10, 2025

Genesys Cloud CX Experience

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

Overall Satisfaction with Genesys Cloud CX

To attend our customers and partners, helping them to have a better experience.

Pros

  • IVR automatization
  • Callback
  • security

Cons

  • Reports
  • reducing FTE
  • Reducing Carrier Costs
  • Reducing Capex
I belive we need to have a better organization for this management.
As the system was designed totally on cloud, was very wasy to migrate from other vendor and we can say the scalabity was the same.
The facility to administrate the system, the usability, flexibility and scalability

Do you think Genesys Cloud CX delivers good value for the price?

Not sure

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 fits very well to combine many differents Callcenters BPOs, many geographical sites, many carriers, many business all in one application

Genesys Cloud CX Feature Ratings

8.8
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
8
Call scripts
8
Call tracking
8
CRM software integration
9
7.7
Recording
9
Quality management
8
Call analytics
8
Historical reporting
6
Live reporting
6
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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