When comes to Contact Center Genesys comes in the first place.
July 14, 2025
When comes to Contact Center Genesys comes in the first place.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We have Genesys Cloud Cx two licenses for the East and West regions. As a SaaS product-based company, we have an integration with Genesys Cloud CX. We see Genesys as a major player in the contact centre market, and they have one of the largest customer bases. Therefore, if a Genesys customer is an end-user and wants to purchase a license for our product, we must ensure that we integrate our product & solution with Genesys. Now, Genesys has extensive capabilities in terms of both inbound and outbound call control for any small, medium-sized, or enterprise-level business. Additionally, they have a method for configuring messaging that is utilized extensively after Agent escalation.
Pros
- Handle inbound customer call.
- Make outbound campaign call.
- It can handle inbound/outbound web messaging.
- It has a support for both inbound/outbound email.
- They have call recording & post conversation analysis in the interaction section.
- It has its own app foundry where you can integrate your custom solution & make it a premium app installer.
Cons
- There is a limit of 5 Audiohook monitor integrations for Genesys, which could have been more.
- Genesys customer support could have been more proactive and helpful, similar to other major companies like Salesforce and AWS. However, whenever I raised a concern, in most cases, they would directly tell me it was a custom requirement, so I should post in the dev community or contact their Professional Services (PS) team.
- In the Genesys Dev community, if you post any of your problems, it's unlikely that they will be noticed, and you will likely not receive a resolution to this issue. Moreover, if no one replies to you within 30 days, that post of yours will also be closed.
- For a product-based company like ours, we have existing Genesys customers who can use our product, as we have already integrated our product & solution into Genesys.
- By viewing Genesys as a contact center, we generate numerous ideas about what features need to be implemented.
- Genesys is the best choice for big, enterprise-level businesses as it can handle multiple calls simultaneously seamlessly.
Genesys has FAQs, IVR flows, and other tools to automate customer handling, which in turn reduces the direct inflow of inbound calls or chats. This way, any enterprise can reduce the cost of its agents, and the overall efficiency of the contact center increases.
It was smooth, streamline and well supported process, especially compared to traditional on premises system.
When compared to other platforms, Genesys appears to be a more stable and mature product, offering ease of use. Although there is an initial learning curve, once you have a fair understanding of the platform and know how to set up the contact center for new customers, as an admin, you will also enjoy the work. There are many features, but their UI is comparatively cleaner and simpler to use. For Agents, there can be a role-based UI.
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
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