Genesys is Great
December 02, 2025

Genesys is Great

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

Overall Satisfaction with Genesys Cloud CX

Western uses Genesys Cloud CX as our modern day contact centre solution. This enabled a major upgrade over our old technology which was decades out of date. With multiple contact centre customer service teams, Genesys provides and all in one solution and has opened up new channels never available for us before. With it we service the support needs of our many thousands of students.

Pros

  • Voice
  • SMS
  • WhatsApp

Cons

  • Data analytics
  • Email
  • Multiple division set up
  • Eliminated outages
  • Increased support channels
  • Improved supervisor oversight
Genesys far outstrips Q Master, our previous Contact Centre technology which was outdated by decades. Genesys brings our contact centre needs into the 21st century allowing us to support our students in new ways previously inaccessible to us. The efficiency gains have been tremendous and improved the experiences of our students.

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

Genesys is a fantastic solution to open up new contact service channels such as SMS, WhatsApp, or email in addition to the traditional use of Phone. The ability to be flexible with the channels we use to support our students has greatly improved their experience e and satisfaction. It has also enabled greater quality assurance with ease of Supervisor oversight.

Genesys Cloud CX Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
Not Rated
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
Not Rated
8.7
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
7
Call analytics
7
Historical reporting
7
Live reporting
10
Customer surveys
10
Customer interaction analytics
7
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