My review of Genesys Multicloud CX
October 23, 2022

My review of Genesys Multicloud CX

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

Overall Satisfaction with Genesys Multicloud CX (discontinued)

I think is a good solution, but not best on the market.
We use the Genesys Multicloud CX in our Contact Center for inbound/outbound voice channels for discussion with our customers. It helps us to easily keep in touch with them and have a quick discussion about the issues that customers have, and after that, provide solutions needed in a fast and user-friendly way.

Pros

  • Easy to use.
  • Can be integrated in different platforms.
  • Call from anywhere.

Cons

  • Hard to read some information in integrated version.
  • Logging issues.
  • Helps documentation.
  • Customization
  • Increased productivity per person and per team.
  • Quick reaction time for solving issues.
Never used before any product like Genesys.
  • Integration with other platforms.
  • More customizable.

Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?

Not sure

Are you happy with Genesys Multicloud CX (discontinued)'s feature set?

Yes

Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Multicloud CX (discontinued) go as expected?

I wasn't involved with the implementation phase

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

The Genesys platform is suitable for easily keeping in touch with customers from any place and having discussions to provide the best solution for the issues that customers have.

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
8
Validate callers
7
Call forwarding
8
Click-to-call (CTC)
7
Warm transfer
8
Call tracking
8
Recording
8

Comments

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