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Genesys Cloud - Experience
November 13, 2021

Genesys Cloud - Experience

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

It is used throughout the organization, our contact center is all on Genesys Cloud CX.
  • Campaign control.
  • Easy development.
  • Wide variety of APIs.
  • Remove some limits - Data Tables, Flow Outcomes.
  • Creating folder architecture in architect to flows.
  • Creating a folder architecture to prompts.
  • Despite the limitations, our URA is managing to retain a good number of customers.

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

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

I honestly think the Genesys Cloud CX is suitable for small organizations due to its limited capacity of some features. Some friends ask me for recommendations about the Genesys Cloud, and I always answer the same thing, which varies according to the size of the business, as there are limitations.

Genesys Cloud CX Feature Ratings

7.4
Agent dashboard
7
Validate callers
7
Outbound response
7
Call forwarding
7
Warm transfer
7
Predictive dialing
7
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
4.9
Inbound call routing
7
Omnichannel inbound routing
3
Quality management
5
Call analytics
5
Historical reporting
4
Live reporting
6
Customer interaction analytics
4
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX (formerly Genesys Cloud)

Evaluating Genesys Cloud CX (formerly Genesys Cloud) and Competitors

As I described earlier, the biggest problem I see with Genesys CX Cloud is its limitations. As a developer, I've worked with other contact center solutions, including Genesys, which didn't have these limitations.