Best-in-class CCaaS - Genesys Cloud CX
February 07, 2022

Best-in-class CCaaS - Genesys Cloud CX

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX provides CaaS (Contact center as a Service) with great and minimalistic UI and powerful microservices-based architecture. I work as a Design professional for a reputed service organization where we propose, design, and deliver the solution to our customers. We have showcased the power of this product to many of our customers and that got readily perceived by them as it was able to solve all the business requirements at a great pace. I recommend this as the leading Contact Center Solution for all sorts of businesses.

Pros

  • Contact Center Solution.
  • Pure Omnichannel Experience.
  • Workforce Engagement and Optimization.
  • Highly Dynamically Scalable Architecture.
  • Real-Time and Historical Reporting Capabilities.
  • Easy to manage Role-Based Architecture.
  • Single UI for all functions.
  • Support all media platforms and has capabilities to cater to Open Messaging as well.
  • Great Apps/plugins Appfoundry Marketplace.

Cons

  • Appfoundry Marketplace has a great scope of expansion.
  • Workforce Management can be further optimized.
  • Genesys Cloud CX availability/reach can be expanded to every country.
  • Reporting Solution has a scope for further expansion and improvement.
  • Fast environment setup and less deployment time.
  • Good Customization Scope and Branding.
  • Scope for integration to almost all CRMs.
  • Good community and forum support.
  • Very good open documentation.
  • Support for REST APIs.
  • This product can be targeted to small business units.
  • Vast Technical Community Forum.
  • The presence of Idea Lab is very good to suggest any new requirement/scope.
Genesys Cloud CX as a very good support system. Users/resellers can raise any issues/requests/concerns/questions to their support forum and the response to the raised requests is done in a nice professional manner.
Also, presence of Genesys Community forum and Idea Lab addons to their support arm.

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

The usability scope of Genesys Cloud CX is very vast and is adaptable to any sort of business/industry. The scope for customization and rebranding takes customer experience to the next new level. It is a well-organized single UI environment with Role-Based Access Management. The User Interface is minimalistic and easy to understand for a new employee to get familiarized with the environment which speeds up the overall onboarding process as well.
Genesys Professional Services (PS) is a group of people who are well trained and specialized. On top of Out-of-the-box features and functionalities, if we want to achieve any bespoke requirements, Genesys PS can be consulted and they will provide a good solution to that. Many times we came across a situation that requires Genesys PS to get engaged, so it helped a lot to build any sort of requirements.
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
Genesys Cloud CX is the best-in-class and quickest in terms of setup and deployment Customer Experience Suite I have observed in the market. With is built-in capabilities and regular updates and a versatile App marketplace make it the leader in its class. Genesys Cloud CX has gone ahead in its shape what it is today since its inception which makes Genesys strive towards continuous improvement to reach this product to almost all industry bases across the globe.

Genesys Cloud CX Feature Ratings

9.7
Agent dashboard
10
Validate callers
8
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
8
Multichannel integration
10
CRM software integration
10
9.8
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
9
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX (formerly Genesys Cloud)

100 - We are a group of professionals who consults, designs, builds, and deliver contact center services.

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