Decent solution for telephony but some limitations
March 10, 2022

Decent solution for telephony but some limitations

Jon Chou | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

Genesys provides our softphone service for international customer support. We have a relatively simple setup of routing logic that attempts to route calls to the appropriate CS reps. Genesys also allows us to monitor queues activity and certain high-level metrics.
  • Widget allows reps to handle phone calls within Salesforce without the need for additional hardware or application windows
  • Captures a variety of phone metrics for QA and management
  • Reporting and Dashboards are very limited
  • UI could be improved
  • Callback functionality is unintuitive and commonly results in stuck calls
  • Allowed us to abandon our previous hardphone system
havent had much interaction with 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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

No

Features are relatively straightforward but UX are less than ideal and reporting is extremely limited
Genesys is a decent telephony provider that does have the capability to integrate with other systems. However, the clunkiness of its reporting capabilities and difficulty to configure call routing logic make it less than ideal.

Genesys Cloud CX Feature Ratings

Agent dashboard
5
Validate callers
2
Outbound response
6
Call forwarding
6
Click-to-call (CTC)
7
Warm transfer
5
Predictive dialing
2
Interactive voice response
4
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
5
Inbound call routing
3
Omnichannel inbound routing
Not Rated
Recording
6
Quality management
5
Call analytics
5
Historical reporting
4
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
3