Genesys Cloud
July 21, 2025

Genesys Cloud

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

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud for different things. We use it for customer interactions, scheduling employees and creating dashboards and reports. Some problems that I've noticed with Genesys Cloud is that it doesn't work when its open in multiple tabs. It misfunctions or freezes sometimes. Screen freezing is a bit often.

Pros

  • Scheduling employees is way better than doing it on excel.
  • Generating reports
  • Finding call summary

Cons

  • I think it should improve its reactivity time when open in multiple tabs.
  • Auto refreshing should be added.
  • Issues answering some calls when its idle
  • It is a bit costly but it is very efficient to use.
Knowledge Management is extremely important. We haven't use th AI feature yet so I would not be able to comment on that. Otherwise it is very important for assisting agents with different features of the Genesys Cloud. It is also crucial to help fix any technical issues am agent is facing.
Migration has been pretty smooth process. I don't know the back end part but on the front end it does a great job fetching information and delivering it on the screens. I've heard great things about Genesys Cloud compared to the old software our company used to use. User experience have been great.
We used to use our internal software which has its own disadvantages. Major one was storage. We had so much data which was difficult to store. Switching to Genesys Cloud, the storage is not an issue now. We wanted a software which consist all the feature in one place. Unfortunately our old software wasn't capable of that. Genesys Cloud did a great job centralizing it.

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

I think Genesys Cloud is well suited in a call centre environment. Its a great tool to answer calls and record them. Scheduling is also extremely simple on Genesys Cloud. It extracts information directly from the files and automatically does the job by giving very less commands. Generating reports and comparing them is also a good feature.

Genesys Cloud CX Feature Ratings

8.0
Agent dashboard
9
Validate callers
9
Outbound response
10
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
6
Predictive dialing
8
Interactive voice response
5
Call tracking
8
8.2
Inbound call routing
9
Omnichannel inbound routing
7
Recording
9
Quality management
7
Call analytics
8
Historical reporting
9
Live reporting
10
Customer surveys
8
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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