Happy we moved to Genesys Cloud CX
February 17, 2022

Happy we moved to Genesys Cloud CX

Dale Paustian | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

This is our sole contact center platform for handling in/bound customer and patient calls. The current volume is about 140 users and 50-60k calls per month. We also use Genesys Cloud CX for call quality/evaluations and workforce management.

Pros

  • highly configurable setup
  • platform stability & call quality
  • simple user interface
  • accessible and reliable data

Cons

  • out of the box, canned reporting functionality is limited
  • platform stability with little to no downtime
  • rapid implementation (<90 days)
  • helpful ongoing support
Our technical implementation specialist was awesome and really worked to think out of the box on how to accomplish our needs.

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

We were able to plan, design, test, implement and convert from another platform to Genesys Cloud CX for 140 users in less than 90 days.
We were able to successfully plan, design, configure, test, implement and convert from our old platform to Genesys for 140 users and 200+ phone numbers in
We are satisfied with our pricing and value relative to our previous vendor/product and received a number of non-monetary service enhancements that add value too.
Genesys Cloud CX is a highly integrated and configurable platform. So if you are looking for something easy to install, configure to your needs, scalable and sustainable for growth, this product is packed with current and ever-growing features and a competitive price.

Genesys Cloud CX Feature Ratings

9.0
Agent dashboard
10
Validate callers
9
Outbound response
9
Call forwarding
7
Click-to-call (CTC)
Not Rated
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
8
Call scripts
8
Call tracking
10
Multichannel integration
10
CRM software integration
9
10.0
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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