1. Home
  2. Contact Center Software
  3. Genesys Cloud CX Reviews
  4. User Review of Genesys Cloud CX
Multi-platform excellent tool for collaboration
Updated February 20, 2022

Multi-platform excellent tool for collaboration

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud (formerly PureCloud) is used across the complete organization. There are several teams using it for various uses. Like some teams use it for collaboration through chat and audio calls, while some use it for knowledge management as well. One technology cutting across all units of the organization and even enabling customers to connect is the biggest challenge solved as I see it.
  • Enterprise chat platform
  • Enterprise audio collaboration tool
  • Contact management
  • Knowledge management
  • Video calls
  • Scheduling meetings
  • Connecting with calendars
  • Positive: effective customer connect
  • Positive: modern ways of enterprise connectivity
  • Positive: a stable chat and audio collaboration platform

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?

Yes

  • Well suited for:
    • Chat-based collaboration
    • Audio-based collaboration
    • Contact management
    • Knowledge management
  • Less appropriate for:
    • Scheduling meetings

Genesys Cloud CX Feature Ratings

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

Using Genesys Cloud CX (formerly Genesys Cloud)

900 - Most teams work through these features of Genesys while it has many more features to showcase, however, I am writing my own experience with the system Contact center Collaboration - External Collaboration - Internal Daily Messaging and Voice Calls I see connecting with caller for achieving business info could be the most useful function for business users.
10 - The tool comes in form of desktop client, server installs and web-based client. Desktop client and Server install need some features and setup by the admin teams while web-based client is managed by Genesys on its own meaning there's no management needed from offline groups within the company. Most issues are resolved by using standard FAQs.
  • Contact centre collaboration - external
  • Contact centre collaboration - internal
  • Text chat
  • Voice calls
  • video calls
  • Voice calls are very effective
  • text chat screen area is large
  • Simple interface
  • Meetings management
  • Time and resource FAQs
Very feature full and easily configured.
Once it was made ready, the onboarding was simple enough.
Most users could do it without training while official training and courses were available through various modes of education like videos and in-person classes.
While most features are easy to setup and refer to, some of the interlaying artefacts are not so easy to spot

Evaluating Genesys Cloud CX (formerly Genesys Cloud) and Competitors

Chat and audio collaboration in Genesys Cloud is very easy compared to others. While it also has knowledge management added to it, it surely gives a better experience with desktop, mobile, and mobile app variations.
Unlike Microsoft Teams or Slack, it is very lightweight and consumes very little CPU and battery.