Genesys Cloud provides healthcare clarity.
January 22, 2026
Genesys Cloud provides healthcare clarity.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We use Genesys as our primary routing system across all our primary care practices. This allows us to use a combination of bots and AI to determine patients' intent for calling before speaking with a representative. This allows patients to self-serve where they are able and choose to do so. This, in turn, frees up time for our staff to focus on more challenging or engaged tasks.
Pros
- Innovation
- Flexibility
- Customization
Cons
- Learning content quickly becomes out of date.
- Agent Copilot has had a huge impact on our company; it reduced AHT and increased the number of booked appointments. This resulted in lower per-call costs and increased revenue.
We do not currently use knowledge management in our patient-facing areas.
It was very easy to migrate to Genesys Cloud. We worked with Genesys Professional Services, and they were very thorough in reviewing our current system to ensure we were not losing any functionality while also making recommendations on what Genesys could change/improve. Immediately, it gave us much more flexibility to handle each of our primary care practices similarly but differently. It allowed each of them to align with our brand image while still operating as individual facilities.
Genesys provided top-level service and responsiveness. They go above and beyond constantly to ensure we are aware of new offerings and getting the most out of their services.
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
Comments
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