appropriate use
July 05, 2025

appropriate use

Duwar Rippe | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud CX as a versatile contact center tool that allows us to address various operational needs, such as:


Appointment confirmations
Database sweeps for the collections department
Payment agreement and due date reminders
Verification of customer-provided information
Automated WhatsApp campaign delivery
Use of voice bots to provide informative responses based on our database



Among other functionalities that enhance customer interaction and streamline internal processes.

Pros

  • Report general
  • Routing
  • Execution data action

Cons

  • Need more customer fiel in report
  • More grafics in reports
  • Expand the outcomes for organization
  • The Best control control of récords
Knowledge management is key to effective self-service and automation in Genesys Cloud CX. It provides consistent, up-to-date answers to bots and digital channels, enhancing the customer experience, reducing agent workload, and enabling fast, autonomous issue resolution
Excelente impact and good fix for ours client
Security and high availability

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

The best scenario is used in IVR performance to use dynamic routes based on schedules and properties. The most difficult scenario is the use of AI relationships, which is highly requested to replace employees.

Genesys Cloud CX Feature Ratings

7.0
Agent dashboard
7
Validate callers
7
Outbound response
7
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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