Genesys Cloud Review on TrustRadius
Updated March 09, 2022

Genesys Cloud Review on TrustRadius

Nowshad Sheik | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud [(formerly PureCloud)] is used [by] my organization for rapid development and implementation of Business Requests with ease and hassle free maintenance of in-house infrastructure. Currently some of the new line of businesses are serviced on Genesys Cloud and the plan is to gradually migrate remaining departments to Genesys Cloud for better customer experience.
  • Call flow designing is made simple via Architecture.
  • Routing is simplified to best make use of omnichannel experience
  • Reporting at its best with granular level details
  • Can't say anything at this moment.
  • Best Customer Satisfaction.
So far best experience with Genesys Cloud.

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

So far best experience with Genesys Cloud.
So far best experience with Genesys Cloud.
So far best experience with Genesys Cloud.
Genesy Cloud [(formerly PureCloud)] is simple to use and is best suited for the companies that don't want to invest more on on-premise hardware/software and ready to run business from day one. Minimal effort from the technology standpoint of view and less costs on the resources required for maintenance. Once the Genesys Cloud is fully functional with the organization there will be less chances for error which caused due to high maintenance of on premise environment.

Genesys Cloud CX Feature Ratings

Agent dashboard
7
Validate callers
8
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
9
Interactive voice response
10
REST APIs
9
Call scripts
10
Call tracking
5
Multichannel integration
10
CRM software integration
8
Inbound call routing
9
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
8
Customer interaction analytics
5

Using Genesys Cloud CX (formerly Genesys Cloud)

So far best experience with Genesys Cloud.
  • SLA Routing
  • Detailed Reporting
  • Callbacks
  • Easy Deployment
  • Robust Configuration
  • Usability
  • Usability
  • Efficiency
  • Rapidness
So far best experience with Genesys Cloud.
Genesys Multicloud CX (formerly Genesys Engage), Nuance Dragon Speech Recognition, Amazon Web Services

Evaluating Genesys Cloud CX (formerly Genesys Cloud) and Competitors

Since i am well versed with Genesys and have more experience than any other Contact Center Products.