Genesys Cloud CX
December 04, 2025
Genesys Cloud CX
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys Cloud CX serves as a powerful tool that provides multi-channel service, including voice, chat, and email. The platform addresses elements that facilitate the customer journey through self-service and also offers the possibility of integration with other solutions, such as CRM, which brings more value to the business.
Pros
- Scalability
- Updates
- Community
Cons
- AI
- Blocking specific queues for transfer
- Documentation updated faster
- Negative: Costs.
- Positive: Flexibility to provide better customer experience.
- Positive: Productivity of the IVRs
It allows a greater retention of customers in the IVR, and with a service at the same time humanized. Also for agents facilitates with the possibility of suggestions for better approaches to that specific issue or problem.
There is still a lot of doubt in the use of AI for contact center service. The use of solutions certainly already achieve satisfactory results, such as retention and support to agents, but also require a feasibility study through data and objectives.
Genesys Cloud CX has greater reach, viability, local and global support and a strong community.
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
Comments
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