Genesys Cloud CX good CC software platform
October 12, 2021

Genesys Cloud CX good CC software platform

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

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX is the contact center platform used in all customer service operations. We operate at a multi-channel level with centers all around the globe. My team handles the daily tech Genesys Cloud CX management including flows, 3rd parties integration, and reporting.
  • Easy to manage.
  • Intuitive.
  • Cloud.
  • API call limitation.
  • Soft phone development.
  • Email channel.
  • Improve routing schema.
  • Improve HR and optimize agent's occupancy.
  • Gives up for options to connect 3rd parties applications.
Very similar platforms. Sometimes the other ones assume the companies already have a CRM where they will manage some stuff away from their platform. Although Genesys Cloud CX goes in that direction, it still has some useful old features. Genesys-PS were amazing and the knowledge transfer was great.

Do you think Genesys Cloud CX (formerly Genesys Cloud) delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX (formerly Genesys Cloud)'s feature set?

Yes

Did Genesys Cloud CX (formerly Genesys Cloud) live up to sales and marketing promises?

Yes

Did implementation of Genesys Cloud CX (formerly Genesys Cloud) go as expected?

Yes

Would you buy Genesys Cloud CX (formerly Genesys Cloud) again?

Yes

Genesys Cloud CX is the right tool to set up a medium contact center platform. Easy and intuitive to handle. Good if your centers using it have good internet comms (webRTC). Not well updated for legacy setups by using softphones or old channels like emails.

Genesys Cloud CX (formerly Genesys Cloud) Feature Ratings

Agent dashboard
9
Validate callers
7
Outbound response
6
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
7
Call scripts
8
Call tracking
10
Multichannel integration
8
CRM software integration
9
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Quality management
6
Call analytics
Not Rated
Historical reporting
8
Live reporting
8
Customer surveys
3
Customer interaction analytics
3