Genesys Cloud Review
November 29, 2021

Genesys Cloud Review

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

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

We currently use Genesys Cloud CX in an operation with more than 700 contact center agents, performing customer service with the omnichannel solution in voice, chat, email, and WhatsApp media. Genesys Cloud CX provided the unification of services in a single service platform, unifying the management of agents and KPIs.

Pros

  • Omnichannel solution.
  • IVR Solution.
  • Agent management.

Cons

  • Reports.
  • Satisfaction survey for chat and voice.
  • Technical support.
  • Performance statistics and dashboards for outbound dialer.
  • Resource optimization.
  • Use of omnichannel solution.

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?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Genesys Cloud CX is a great omnichannel contact center tool for companies of any size, with solutions that add to the best customer service and make infrastructure administration very easy.

Genesys Cloud CX Feature Ratings

8.7
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
8
Interactive voice response
9
REST APIs
10
Call scripts
9
Call tracking
9
Multichannel integration
10
CRM software integration
9
8.1
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
9
Call analytics
9
Historical reporting
6
Live reporting
8
Customer surveys
4
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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