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My Genesys Experience
Updated March 10, 2022

My Genesys Experience

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

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX is seamlessly integrated into our platform. Thanks to it we have addressed the connection and clarity of our phone interaction with our clients.
  • Salesforce integration
  • Connectivity stability
  • Simple interface
  • I would like to see mobile phone forwarding implemented.
  • There was no negative impact that I am aware of.
I have never contacted Genesys support.

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?

Yes

Would you buy Genesys Cloud CX again?

Yes

Because of its ease of use.
The best-suited scenario is transferring a call or stepping in to assist.

Genesys Cloud CX Feature Ratings

8.1
Agent dashboard
10
Validate callers
8
Outbound response
10
Call forwarding
1
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
8
CRM software integration
Not Rated
9.7
Inbound call routing
9
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Evaluating Genesys Cloud CX (formerly Genesys Cloud) and Competitors

Yes - Avaya
  • Product Features
  • Product Usability
I would not change the evaluation and selection process