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Genesys Cloud Review
Updated March 15, 2023

Genesys Cloud Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

It's been used for contact Center transformation to a more digital environment.

It is allowing us to include digital channels combined with the traditional voice channel within an unique queue and with a single reporting and operation environment.

Genesys Cloud is also creating new opportunities for business areas regarding IA based multichannel bots.

BYOC Cloud option is also letting us to reduce the time to market.
  • VoIP
  • Chat
  • SFDC integration
  • BYOC Cloud model
  • Outbound dialing
  • Data analytics
  • SIP integration support for carrier connectivity
  • Facilitate new business opportunities.
  • Reduce time to market.
  • Pricing makes difficult to support some business cases.
  • Improved the customer experience in multichannel processes.
Genesys Cloud is a more mature solution than the other we evaluated, and the company shows a stronger product evolution strategy. The number [of] concurrent uses in the platform shows scalability, resilience, and makes us feel more comfortable.
The appfoundry also is a differential point, because the plug and play connectors available on it makes integrations easier.

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?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Genesys Cloud is, in my opinion, a powerful suite of contact center technology and in general terms, the all-in-one strategy is a strong point of it. Despite this, there are some modules that could be improved in terms of functionality, such as massive outbound dialer, quality management forms or workforce manager if we compare with other market products.
We can see some improvements that are being released recently to improve the modules mentioned, so I consider that Genesys is in the right direction related to the product evolution.

Genesys Cloud CX Feature Ratings

8.6
Agent dashboard
8
Validate callers
Not Rated
Outbound response
7
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
Not Rated
Predictive dialing
7
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
8
Multichannel integration
9
CRM software integration
10
7.9
Inbound call routing
8
Omnichannel inbound routing
9
Recording
8
Quality management
6
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
9
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

300 - They are Contact Centers in different areas (sales, support and claims). They combine traditional voice channel with other digital channels such us email, chat and WhatsApp.


3 - We have a small team to support the solution, but we use integrators services to extend our in-house capabilities to ensure the portfolio compliance and the Business Service level agreements.
  • Service
  • ROPO
  • Sales
  • Easy Remote working.
  • Internal agent communication though chat.
  • Dashboards.
  • Remote working.
  • Multi-county call centers.
  • Data center Infrastructure independent disaster recovery strategy.
Because the product is fitting with our expectations in general terms. The Genesys account management is working near us and leading us in the evolution process based on their solutions.

Using Genesys Cloud CX

The solution usability is fine, a nice and quite simple interface but with several options to let the users explore new capabilities.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Feel confident using
Familiar
None
  • Reporting.
  • Voice management.
  • Chat management.
  • Work force manager.
  • Quality manager.
  • Outbound dialer.
Yes, but I don't use it

Relationship with Genesys

Vendor account management works close to the customers.

We have a very nice follow up with vendor.
The pricing.
The licensing models.
To work together in business cases, letting them understand your needs, expectations and pain points.