Genesys Cloud CX
October 31, 2025
Genesys Cloud CX
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We needed an omni channel platform which would give us the flexibility to work from anywhere in the world. It would allow us to setup any minor changes inhouse rather than waiting for a vendor to deliver them. With Genesys Cloud CX , we can use Voice, Email and Digiyal channels in a single platform. It also gives a flexibility to work from office or home or a remote location with a very minimal setup.
Pros
- The voice channel with Call call back feature
- The digital channels with utilization control allows in better use of resources
- The Architect module allows business to make changes on their own and get things done very quickly
Cons
- The reporting module has some key parameters missing which needs to be added so as to allow micro level data analysis for business rather than depending on APIs
- The WEM module needs some improvement as the current module is not suitable for large organizations
- The sort and filtering feature needs to be available in all functionalities
- Genesys has really increased the utilization of the agents across multiple channels without impacting the business or staff morale
- The interface is user friendly and provides all the details quickly
- The Architect module allows business to make minor changes fairly quickly which is big plus.
We currently do not use that feature so will reserve the comments for them once we start using them.
Genesys Cloud CX is indeed is easier to use. The UI is also very user friendly although there is slight lack of sorting and filtering functionality in some modules which hampers the navigation but those functionalities are added on a regular basis. The scalability of Genesys Cloud CX is really good as it is a cloud based platform, we are able to derive maximum uses of the platform in our multidimensional organization. It was very easy to adopt to different aspects of the business to fit into Genesys and bring the maximum result.
The major advantage Genesys has over these platforms is in its code nocode user interface. It empowers the end user to deliver most of the functionalities on their end without the dependency on the vendor. The app foundry is also vast with lots of reliable tools which can be integrated fairly quickly and start delivering the results. The cloud functionality offers a great stability and scalabilty to an organization which is in its expanding phase.
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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