Genesys Cloud - Clear CCaaS leader in Modern AI world.
February 16, 2026
Genesys Cloud - Clear CCaaS leader in Modern AI world.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys Cloud CX is the upgrade we went from Genesys Engage. Given our strong understanding of Genesys, we selected Genesys Cloud as our next CCaaS solution. With Genesys Cloud CX, we had a very smooth transition from the legacy platform. Our challenges were understanding the new platform and applying our logic and configuration to it. With the Genesys Cloud Architect helping us easily develop our flows, including integrations and Data actions to connect to external 3rd-party applications, it was straightforward. The overall Migration process was a success, and huge thanks to Genesys CloudCX for making it user-friendly and having guides all the way through to help us.
Pros
- Ease of call flow design - Architect tool is wonderful and easy to use.
- Ease of API usage: Using native Genesys Cloud APIs, we can develop our own custom logic/solution.
- The Archy tool - which help us to maintain CI/CD across our organization.
Cons
- Reporting - the removal of the basic reporting tab, which was available earlier. We can bring something like that back to Genesys CloudCX. Just have a standard out of box reports.
- Log analysis: Difficulties sometimes arise when an issue cannot be resolved with the basic information available. We can enable a log analysis tool that collects data from multiple components over time and can be reviewed in case of issues or failures. Similar to logs available in Genesys Engage.
- Last Routed Agent - We can bring back the LRA to Genesys cloud cx for voice as an option or a function that can be enabled at the Architect or Queue level. Which will help many customers as they have used it previously.
- Our Idle time for agents decreased by up to 30% compared to the previous system. Agents who are idle and not accepting calls are placed in a not responding status, which is a significant addition to our idle time.
- 35% of our customers are able to complete their queries in the IVR. Integration with Salesforce made this possible, as the data is retrieved directly from the platform and accessed in real time. This helped us reduce the Agents' workload and significantly increase revenue.
- Gamification is a huge plus; our Agents are actively tracking the weekly scores and working toward them to achieve them.
Knowledge Management is used across our platform's Digital channel for our Bots to manage customer queries diligently and resolve them before they reach an agent. If it reaches the agent, Agent Copilot uses the KM to provide relevant topics or answers for the agent to communicate to the customer.
Genesys Cloud CX leverages cloud-based AI to reduce repetitive tasks and identify the next best action for the customer based on real-time sentiment and other parameters. It enables quick decision-making, which is crucial for our business needs today.
- Amazon Connect and Five9
They are also capable of providing the services required in the market at the moment, unlike Genesys Cloud CX, which is an all-in-one, well-managed platform. Starting with open-source API documentation and the resource center, you get help in all forms, and learning is never easy with the orchestrator platform. Which I will not say is the case with other platforms. And the ease of use has been the key highlight for Genesys Cloud CX.
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
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