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Review of Genesys from EndUser View
Updated March 07, 2023

Review of Genesys from EndUser View

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

Overall Satisfaction with Genesys Cloud CX

We currently use Genesys Cloud CX as our call center provider. We had many issues using a former app-based program. I can turn on and turn off various extensions, forward, and override calls whenever needed
  • Detailed drilled down reporting
  • Call transfer/queue transfer
  • Ability to change status and views from an admin standpoint
  • The resource guide is not very user friendly- could use updates
  • I would like to see the admin reporting tab have limited options to avoid confusion
  • Up to the minute reporting gives a real time snapshot of what employees are doing
Knowledge base is helpful however we are still needing to do process docs for each function due to the vagueness of each topic
Scalability works really great in that when we are ready to expand each area it's a simple add on and not a complete overhaul of the system
I have not used other products

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?

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

Genesys Cloud CX is very user-friendly for the end-user experience. It is easy to follow and each step is clear and natural. The difficulty that can happen is that there are so many options to run reports that it can make filtering tricky

Genesys Cloud CX Feature Ratings

8.5
Agent dashboard
10
Call forwarding
10
Warm transfer
10
Call tracking
4
Multichannel integration
7
CRM software integration
10
6.2
Inbound call routing
7
Recording
8
Quality management
6
Call analytics
4
Historical reporting
4
Live reporting
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Genesys Cloud CX Training

  • Online Training
The onboarding and "sandbox" experience was very helpful learning and then being able to show that process in real time

Genesys Cloud CX Support

Whenever I have had an issue or a question, I have found that the contact us button has been very responsive. I receive the answer that I need and the direct resources in case the question comes up again.

Using Genesys Cloud CX

The end-user experience is very intuitive. I have found that employees have caught on to the system much faster than systems used in the past
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Lots to learn
  • text
  • workspace function
  • screen recordin
  • troubleshooting
  • email