Great for worldwide orgs
May 14, 2022

Great for worldwide orgs

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

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

We currently only use voice, but the great thing about Genesys Cloud CX is that we can grow as a company and continuously improve our contact centers. We have integrated Genesys Cloud CX with a pure cloud so that we have a 360 view of the customer. We aim to implement chatbots, and voice bots in the near future.
  • Customization
  • Admin
  • To create call flows.
  • Reporting
  • User interface.
  • Updated integration interface in Salesforce.
  • 360 view of our customer.
  • Sales has the same platform.
  • Remote work has been possible.

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?

No

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

For an org that has a worldwide customer contact center, Genesys Cloud CX can help and grow your business. As we only use voice today and I understand that we have some major improvements to do, we lack communication regarding updates and new features, which often pops up with little or no information.

Genesys Cloud CX Feature Ratings

Agent dashboard
7
Validate callers
9
Click-to-call (CTC)
5
Warm transfer
6
Interactive voice response
5
REST APIs
Not Rated
Call tracking
Not Rated
CRM software integration
6
Inbound call routing
4
Recording
6
Quality management
3
Call analytics
1
Historical reporting
1
Live reporting
6