Cloud CX Experience
October 06, 2025

Cloud CX Experience

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

Overall Satisfaction with Genesys Cloud CX

We currently use Genesys as our phone-based telecom provider. We have a standard DTMF IVR, with capabilities of an outbound dialer as well. Genesys allows us to handle our call volume with almost no downtime, allows us to manage schedules for our call center and reach out to potential members quickly and efficiently with the outbound dialer.

Pros

  • Platform reliability
  • Ease of use on user and admin sides
  • Effective metrics reporting

Cons

  • Speed of problem resolution for support tickets
  • More customizable UI
  • Allowed us to reach out to more potential members effectively with the outbound dialer
We don't do much with this at this time, but know that there are solutions there for us to utilize.
Migrating to Cloud CX was a smooth process. The team we had for implementation was very efficient and communicated throughout the process so that we felt comfortable going live.

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

Genesys is well suited for our business needs, from having a capable dialer for outbound calls and being reliable in uptime availability for the platform as a whole. They have more to offer in terms of chatbots, other modes of communication, and AI capabilities that we are excited to explore and determine how they will meet our business needs.

Genesys Cloud CX Feature Ratings

9.8
Agent dashboard
8
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
10.0
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of Genesys Cloud CX

  1. Home
  2. Contact Center Software
  3. Genesys Cloud CX Reviews
  4. User Review of Genesys Cloud CX