Superb UI makes adoption a breeze
October 12, 2021

Superb UI makes adoption a breeze

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

We adopted Genesys primary for our Call Center, however, the whole company uses it. Our previous self-hosted Avaya phone system was clunky and unreliable, especially when our agents went full-time remote. We wanted to jump to the bleeding edge of Call Center solutions, and Genesys stood out from the competition.

Pros

  • Browser-based (no need to install/update apps).
  • Simple and intuitive UI for agents.
  • Outstanding admin interface makes it easy to build call flows.

Cons

  • The reporting could be more robust and customizable.
  • The mobile app sometimes forgets your credentials.
  • User groups cannot receive inbound faxes. Only individual users can.
  • Our abandonment rate almost immediately fell below 1% and stayed there.
  • Financial impact is about the same as our previous Avaya system.
  • Receiving far fewer requests for technical support compared to our previous Avaya system.
  • NICE CXone (formerly NICE inContact)
The user interface of Genesys is far superior to NICE CXone. Very clean and intuitive. We were able to get our agents up and running on Genesys simply by recording a 17-minute tutorial webinar. With NICE CXone, based on what we saw in the demo, it would have taken weeks of training for our agents to become comfortable with the system. Also, the subscription fees for NICE CXone were double that of Genesys, for fewer standard features.

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

Veeam Backup & Replication, Microsoft 365 (formerly Office 365), VMware vCenter Server
Near-perfect for Call Canter use. The management tools are excellent and make it easy to scale up to supervising large call centers if needed. Very extensible if you need to add advanced capabilities (or build your own). We're only using a small portion of all the features available, so I can't speak to some of the other functions (like website chat widgets).

Genesys Cloud CX Feature Ratings

8.4
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
Not Rated
Warm transfer
7
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
8
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
Not Rated
7.8
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
Not Rated
Call analytics
7
Historical reporting
5
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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