Genesys Cloud CX Technical Support engineer review
Updated July 17, 2025

Genesys Cloud CX Technical Support engineer review

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

Overall Satisfaction with Genesys Cloud CX

I am a Genesys Cloud CX support engineer, using Genesys Cloud CX on daily basis and assisting our customers with daily tasks, such as troubleshooting and setting up new features.

Pros

  • Inbound/Outbound calls
  • Webchat
  • Outbound campaigns
  • Emails

Cons

  • Customer support
  • Some buggy features
  • Update website details when a feature changes
  • Add more video content to follow when instructions are provided.
  • I'm a tech support engineer, I'm not very close to marketing and numbers of sales.
Some of our customers would do their research on the Resource center website before engaging with out Support team, but most contact us right away. It would be greatly beneficial for both, our customers and our Support team if there was more video content with step by step setup or troubleshooting instructions.
I haven't used the AI functionality, can't answer this question.
I've only used the Avaya phone system, which was only used for making and receiving calls from customers. A simple screen pop.

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 an easy product to use, once you get to use it frequently. Genesys Cloud CX is well suited for Inbound and Outbound calls, customers can be easily routed to the desired queue (Support/Sales/Marketing...) or you can use it internally for communication between your employees. You can use it for Web chat, Web messenger, and use the automated bots on your website which can then lead to the appropriate department for human interaction.

Genesys Cloud CX Feature Ratings

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

Using Genesys Cloud CX

14 - Support engineers, PS engineers, TL's, Managers.
4 - Support engineers are supporting Genesys Cloud CX on daily basis, sometimes PS engineers deal with the more advanced cases. We're constantly getting certified with Genesys product in more advanced areas, such as Architect, Scripting, Outbound Campaigns, Developer and so on. We also have engineers with good networking, database and servers skills.
  • Customers use the product for manual inbound/outbound calls
  • Outbound campaigns are quite used too
  • Evaluations
  • call recordings
  • We work with a software development company that creates apps according to the customer's needs. From monitoring to alerting.
  • Recent project related to alerting.
  • We're exploring the AI capabilities - Agent Copilot etc.
  • Workforce Management is used by more customers than in the past, as it's quite advanced now.
We're a partner of Genesys Cloud, hence we'll continue supporting Genesys Cloud CX for out growing number of customers. Genesys Cloud CX is a very comprehensive platform and truly most advanced call center cloud based app that's out there with a very bright future ahead. Competitors have slipped behind and won't likely ever get as advanced as Genesys Cloud.

Evaluating Genesys Cloud CX and Competitors

  • Cloud Solutions
  • Ease of Use
Not sure how to answer this question. Our company and our customers are quite happy with the Genesys Cloud product. There's not much to change and when customers or partners request changes or enhancements, Genesys listens through their forums and Ideas portal and delivers solutions. Advancements in the app are quite often and sometimes it's hard to keep up.

Genesys Cloud CX Implementation

I do not participate.
  • Implemented in-house
  • Not sure, I didn't participate.

Genesys Cloud CX Training

  • Online Training
The self study material is quite comprehensive, labs too. I find recently the instructor lead courses quite good. I've only done two, but both instructors were very knowledgeable and helpful. I'll definitely be attending more of these, but before attending those, a self study is a must if one wants to get certified.

Configuring Genesys Cloud CX

The product can do anything any support/PS engineer with a bit of experience can dream of. Everything is nicely interconnected and unless there are some permissions issues, or some feature needs an enhancement according to customer's needs, all works seamlessly. Training is needed for an engineer to be able to to configure a simple org, more advanced orgs require few years of training and practice.
Scripts could have some drag/drop options, they're not really intuitive and I believe lacking behind the whole contact center app.
No - we have not done any customization to the interface
Some - we have added small pieces of custom code - This isn't part of my job, this is with our devs team. They do deliver some functionalities that aren't out of the box.

Genesys Cloud CX Support

The one thing with Genesys Cloud CX that we're not entirely happy is the support provided by ALL of the Senior engineers. Every single one is a Senior engineer, but only few have a serious knowledge of the product and many support engineers take their time to respond to our requests. While we're waiting, we're doing our best to troubleshoot on our end, but when we contact the Genesys Support, it means we're stuck already and exhausted our knowledge. There's a space for improvement in that area.
ProsCons
Kept well informed
Quick Initial Response
Less knowledgeable
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
In my role, I'm not sure about this part, but we as a partner I believe have the premium.
Yes - Yes, not too frequently, but it happens time to time. I've got an example actually. Customer was trying to remove an agent from a recording policy. Once saved, policy reopened, the agent wasn't actually removed. We've been told by the support engineer, that this is due to the users still being in the policy, but in reality being deleted from the org. We've removed them and then were able to remove the agent we wanted to. But, the agent was too eager to close the case, instead of following up with the devs team why is this behavior taken as "normal". I've then re-opened the case and asked the agent to follow up with the management and devs team to fix this, as this doesn't seem like a normal procedure.
I was troubleshooting a case where customer with couple 100 agents was running into an issue with calls being dropped and other telephony issues. That agent was from Germany, right after opening the ticket requested my phone number and wanted to do a call with me. In the call I've understood that he's a very skilled engineer, knew exactly how Edges and scalability work and was able to deliver the solution and explanation within few days. Basically Genesys had to increase the minimum amount of Edges and improve the elasticity if certain amount of calls happen at the same time. I was very impressed with his skill and will to help.

Using Genesys Cloud CX

I did mention this previously, Genesys Cloud is a very comprehensive solution, which is at the moment far beyond just a call center. Recent changes in attachment to social media, advances in AI and bots make this a very versatile tool for any customer who needs to reach customers in many different ways. And anything that's not in yet, I'm pretty sure Genesys is working on.
ProsCons
Like to use
Well integrated
Consistent
Quick to learn
Feel confident using
Difficult to use
Lots to learn
  • Creating new usesrs
  • Creating new queues
  • Creating new phones
  • Architect can be quite complicated
  • Setting up bots and teaching the algorithm to pick correct phrases
  • Data Actions
  • Scripts can be tricky
  • Permissions are way too complex and some interfere with others!
Yes - As far as I'm aware it's not as advanced as the web platform. I don't believe any of our customers use the mobile version.

Genesys Cloud CX Reliability

Minor outages, typically fixed within minutes. No major complaints. Last year there were some frequent troubles with outages, but not this year.
It depends, there were issues where pages and dashboards were loading slowly, but this was then fixed by Genesys, no major issues since last year.

Integrating Genesys Cloud CX

We haven't really experienced any issues with integration with any external apps, OAuth works pretty much seamlessly as well. No complaints here.
  • Salesforce
  • Dynamics
  • SMTP
Nothing planned.
  • Single Signon
  • API (e.g. SOAP or REST)
None.

Relationship with Genesys

Not relevant question.
Not a relevant question.
Not a relevant question.
Not a relevant question.
Not a relevant question.
Not a relevant question.

Upgrading Genesys Cloud CX

  • Improvement to dashboards
  • New AI functionalities - customers are interested in those
  • Not sure what's in the pipeline, hard to tell what Genesys is working on.

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