Review of Genesys from EndUser View
January 19, 2022

Review of Genesys from EndUser View

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

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

We use Genesys as our phone system for both internal and external clients. This product is very useful because we used an app in the past so we were at the mercy of the app being up and running at all times.
  • Website Interface (used anywhere)
  • No waiting for software updates
  • Interface is user friendly and easy to set up
  • Resource guide needs to be more user friendly
  • More walkthrough videos
  • Reporting is accurate and updated in real time
Internal support is excellent however the online resources could use some work. The training environment is not organized by the program that is used. The resource library is also not very user-friendly. IE. searching for "how to transfer a queue call" will result in ALOT of options but none of them directly related to the question that was asked.

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

Not sure

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


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?


Would you buy Genesys Cloud CX again?


The basic end-user function is very easy to follow. Answer, transfer, end, wrap-up codes are all user-friendly. The main functions that the end-user utilizes are very nicely laid out.
When we are reaching out to clients it is helpful that we are able to keep track of those calls efficiently. Incoming calls will have both the area code and state where they are calling from. This makes it easy to transfer to different departments. One area that needs improvement is running reports from the admin side. It is very clunky and there are too many options

Genesys Cloud CX Feature Ratings

Agent dashboard
Call forwarding
Warm transfer
Call tracking
Multichannel integration
CRM software integration
Call analytics
Historical reporting
Live reporting
Customer interaction analytics